Mizo AI Agent — Pod & Todo List Guide

Overview

When Mizo processes a ticket, it generates a Pod — a centralized workspace that consolidates the ticket summary, recommended actions, and collaboration tools. At the heart of the Pod is the Todo List, an AI-generated action plan that guides technicians through triage, dispatch, and resolution.

Pod Structure

Section	Description
Summary	AI-generated synopsis of the ticket (customer, company, issue).
Quick Access Bar	Similar tickets, KB articles, assets, and click-to-call.
To-do Next	Immediate action(s) requiring attention before anything else.
Upcoming Tasks	Ordered queue of recommended next steps.

Todo List Items

Mizo generates todo items based on ticket context, customer data, and knowledge base content. Common items include:

Todo Item	What It Does
Update title	Set a representative title for the ticket.
Update category	Set the right category (Type / SubType / Item) for the ticket.
Dispatch ticket	Identifies the best resource and dispatches with one click.
Request missing information	Drafts an email to the customer requesting clarification.
Recommended resolution steps	Surfaces resolution steps from relevant knowledge bases.
Call customer	Click-to-call directly from the Pod.
Document resolution	Creates resolution documentation in the PSA or external platforms.

Each item includes an action button (Update, Review & dispatch, Prepare email note, View, Call now, Open) and a discard button (trash icon).

Key Behaviors

Shared Todo List

The todo list is shared and common across all users. When a technician completes or discards a todo item, that change is reflected for every user viewing the same ticket. There is no per-user todo state — the list represents the single source of truth for what has and hasn’t been done on the ticket.

Per-User Chat

Unlike the todo list, the chat within the Pod is per-user. Each user’s chat history is tied to their identity as connected in the PSA. This means technicians can have individual conversations with Mizo (e.g., asking follow-up questions, requesting deeper context) without affecting other users’ chat experience on the same ticket.

Discarding Items

Any todo item can be discarded by clicking the trash icon. Use this when:

The item is not relevant to the ticket.
The action has already been completed outside of Mizo.
The recommended step doesn’t apply to the situation.

Discarded items are removed from view for all users (since the list is shared).

Recommended Workflow

Complete triage and dispatch items first. This ensures the todo list is already progressed by the time the assigned technician opens the ticket — they arrive to a clean, actionable list rather than needing to start from scratch.

Step	Action	Why
1	Complete Update title, Update priority, Update category	Ensures complete ticket info, correct SLA tracking and time separation.
2	Complete Dispatch ticket	Assigns the right tech immediately.
3	Complete Request missing information (if needed)	Reduces back-and-forth once the tech starts working.
4	Tech picks up remaining items	Resolution steps, customer calls, and documentation are ready to go.

By the time the technician arrives on the issue, the administrative and triage steps are already done — they can focus on resolution.

Summary

Aspect	Behavior
Todo list	Shared across all users — completion and discards are global.
Chat	Per-user, tied to PSA identity.
Discarding	Removes item from view for everyone. Use for irrelevant items.
Best practice	Complete triage/dispatch first so the tech starts with a clean list.

Using the Pod