Triage Agent
The Triage Agent reads each new ticket and sets the foundational data every later step depends on: a clear title, the right category, urgency and impact, the right agreement or contract, and the device the ticket is about. It also splits tickets that bundle several unrelated requests.
What it does
| Capability | What it does | Details |
|---|---|---|
| Title | Rewrites vague subject lines (“RE: FW: Issue”) into a clear, actionable title. | Update Ticket Title |
| Category | Picks the category, subcategory and sub-subcategory from your PSA’s own list. | Update Ticket Categories |
| Urgency and impact | Sets the ticket’s urgency and impact, which drive its priority. | Fine-Tuning Rules |
| Agreement / contract | Applies the right active agreement or contract to the ticket. | Agreement & Contract Selection |
| Multiple requests | Detects tickets that contain several distinct requests and splits them. | Split Tickets |
| Device / asset | Links the configuration item or asset the ticket is about. | Link Configurations |
What triggers it
Triage runs on every new ticket’s first pass through Mizo, right after the Intake Agent has confirmed who the ticket is from. Title, category, urgency/impact, agreement and split decisions are made once, on that first pass:
- A title is not regenerated when a ticket is reprocessed, so title-rule changes only affect new tickets.
- Agreement selection only runs on the first pass. A wrong pick has to be fixed by hand in the PSA.
- A ticket can only be split once.
- Category is reconsidered only when a ticket moves to a different board or queue and “Continuously update type/subtype/item” is set to Automation (ConnectWise and Autotask; it has no effect on HaloPSA).
Several of these analyses run even when the matching setting is Off — the setting only controls whether the result is shown or written to the PSA. Title generation and multiple-request detection are billed either way.
Configuration
Workflow page (labels follow your PSA’s vocabulary):
| Setting | Levels available |
|---|---|
| Update title | Off, Recommendation, Automation |
| Keep ticket title in original language | Only matters when your PSA displays in a language other than English |
| Update ticket categories (Update type / subtype / item on ConnectWise; Update ticket category and issue type on Autotask) | Off, Recommendation, Automation |
| Continuously update type/subtype/item | Off, Automation (Recommendation behaves like Off) |
| Select agreement (ConnectWise) / Select contract (HaloPSA, Autotask) | Off, Recommendation, Automation |
| Split multiple requests | Off, Recommendation, Automation |
| Link configurations / assets / configuration items to tickets | Off, Recommendation, Automation |
Fine-tuning (Triage page): ticket title rules, urgency and impact rules, ticket category rules, agreement/contract selection rules, and a duplicate-detection field. The “Train Mizo with your flow” assistant can interview you about how a decision should be handled and draft rule text for you to review. See Fine-Tuning Rules.
Human-in-the-loop vs autonomous
- Recommendation — Mizo adds a task to the ticket (“Update ticket title”, “Update ticket category”, “Update agreement”/“Update contract”, “Split multiple requests”, a device link to confirm). A technician reviews and applies it from the Mizo panel in the PSA.
- Automation — Mizo writes the result straight to the PSA during first-pass processing. The task still appears in the ticket’s history, already marked done.
Clients with a single active agreement are a deterministic match and usually safe to automate early. Start judgment calls — categories, multi-agreement clients, splits — at Recommendation.
What’s written to the ticket
- Title (on ConnectWise, trimmed at the last whole word if longer than 100 characters).
- Category fields, in your PSA’s structure: Type / Sub-Type / Item (ConnectWise), a single combined category (HaloPSA), or Category plus Issue Type / Sub-Issue Type (Autotask).
- Urgency and impact.
- Agreement or contract.
- For splits: new tickets for the extra requests, linked back to the original (parent ticket field on ConnectWise, related tickets on HaloPSA, a reference in the description on Autotask).
- Linked configurations or assets (one configuration item at most on Autotask).
Supported PSAs
ConnectWise PSA, Autotask and HaloPSA. Rules can only choose values that already exist in your PSA — a rule can’t create a category, agreement or asset.
Related
- Dispatch Agent — what happens next.
- Send urgent ticket alerts to Microsoft Teams — notifications are based on the urgency triage sets.