Resolution Agent
The Resolution Agent helps technicians fix the ticket. It drafts step-by-step troubleshooting from your own knowledge base and similar past tickets, answers follow-up questions in the ticket, and — for supported scenarios — can diagnose the cause and apply the fix once a technician approves the plan.
What it does
| Capability | What it does | Details |
|---|---|---|
| Resolution steps | Drafts an ordered troubleshooting plan from matched KB articles, assets and similar tickets, with inline references to the sources. | Resolution Steps |
| Resolution chat | Answers follow-up questions about a step without leaving the ticket. When web search is enabled, it can extend suggestions beyond your internal documentation. | Mizo Tech Checklist |
| Similar tickets | Shows the closest past tickets from the client’s history as troubleshooting context. | Bundle Tickets |
| Automatic resolution | For supported scenarios, builds a resolution plan and applies the fix after a technician approves it. | Automatic resolution |
What triggers it
- Resolution steps — appear as a Recommended resolution steps card in the ticket’s To-do Next section, showing how many knowledge bases were used. The technician opens it with View steps, refines it in the chat, then clicks Finalize Steps.
- Automatic resolution — Mizo checks every new ticket in the background for a supported scenario. When one matches, a Resolution Plan panel shows the root-cause hypothesis, the affected account, the identity check, any relevant internal procedure, and the steps including the fix.
Supported scenarios cover common Microsoft 365 requests, for example a user who is locked out or needs a password reset. Tickets that don’t match a supported scenario keep an empty Resolution Plan panel (“No resolution plan yet”) — that’s expected.
Configuration
| Setting | Where | What it does |
|---|---|---|
| Diagnostic Agent | Workflow | On: matching tickets are diagnosed and a read-only draft plan appears. |
| Resolution Agent | Workflow | On: plans can be applied for the scenarios you select. |
| Allowed scenarios (e.g. “M365 password reset”) | Fine tuning → Resolution | A scenario left unselected can be diagnosed but never applied. |
| Resolution steps rules | Fine tuning → Resolution | Free-text rules, e.g. “Tag all risky operations as ⚠️ [HIGH RISK].” |
Both agent switches are off by default and apply to the whole account. Automatic resolution also needs the client’s Microsoft 365 connection (see Microsoft 365 GDAP) with its verified domains and a separately granted write permission.
Resolution steps require your knowledge base to be connected and synced — articles not yet synced aren’t referenced.
Human-in-the-loop vs autonomous
- Resolution steps are recommendations. Technicians review, skip what doesn’t apply, and finalize.
- Automatic resolution never changes anything while building a plan — diagnosis is read-only. The fix only runs when a technician clicks Apply resolution plan. Right before acting, Mizo re-checks that the account and domain still match the approved plan and that write access is still on, and stops with the reason if anything changed.
Turn the Diagnostic Agent on first and get comfortable with how often it correctly recognizes matching tickets before turning on the Resolution Agent.
What’s written
- Finalized resolution steps on the ticket workflow.
- For a Microsoft 365 password reset: the password is reset, a change is forced at next sign-in, the temporary password is emailed to the ticket’s contact, and a resolution note is logged. The note is customer-visible on ConnectWise PSA and internal-only on HaloPSA and Autotask.
Supported PSAs
ConnectWise PSA, Autotask and HaloPSA. Knowledge sources: IT Glue, Hudu, SharePoint and Confluence.