AI triage & dispatch built for ConnectWise
Let Mizo categorize, prioritize, and route every ConnectWise ticket the moment it arrives. Dispatchers gain a real-time AI co-pilot that tracks SLAs, applies runbooks, and keeps engineers focused on resolution.
Critical server outage triaged to Tier 3 · 42 sec
AI escalated severity, attached knowledge article, and notified on-call engineer.
M365 password reset auto-closed · 0 touches
Self-service workflow triggered with verified security questions.
SLA alerts · 4 cases approaching breach
Dispatch board updated with reroute suggestions and ETA commitments.
Advantages of automated triage & dispatch
Deploying AI inside ConnectWise reduces the manual clicks between ticket intake and assignment, boosting every downstream KPI.
Faster response
Tickets reach the right engineer in under a minute with priority and context attached, shrinking time-to-acknowledge by 60% for most queues.
Cleaner workload balance
Skill and availability aware routing keeps senior engineers on strategic incidents while automating repetitive resets and software requests.
Better customer experience
Clients receive proactive notifications when AI detects SLA risk, and agents respond with pre-filled diagnostics and next steps.
Best practices to monitor quality and SLAs
Keep the automation honest with closed-loop metrics inside ConnectWise and your BI stack.
1. Dual dashboards
Track AI vs. human triage accuracy, reassignment rate, and SLA compliance by board. Surface the metrics in ConnectWise Service Boards and in Power BI.
2. Sampling playbooks
Review five AI-dispatched tickets per engineer weekly. Confirm priority, classification, and notes match runbooks; feed corrections back into Mizo.
3. SLA guardrails
Automate alarms when AI triaged tickets sit untouched for 15 minutes, and auto-escalate to duty managers before SLA breaches occur.
MSPs that gain the most from AI triage
Mizo adapts to any ConnectWise environment, but the lift is biggest when ticket volume crosses repeatability thresholds.
Lean teams
10-20 engineers
Shave hours off dispatcher workload and give every tech an instant intake summary.
Scaling MSPs
20-75 engineers
Standardize processes across shifts, improve after-hours coverage, and enforce SLAs automatically.
Enterprise desks
75+ engineers
Use Mizo as a policy engine that orchestrates multiple ConnectWise boards and third-party automations.
How to deploy automated triage & dispatch
Follow this proven onboarding sprint to launch in weeks, not months.
1. Connect your data
Authorize Mizo with the ConnectWise API, sync historical tickets, and import dispatch runbooks, SLAs, and skill matrices.
2. Train and validate
Use sandbox boards to watch AI suggestions, apply corrections, and calibrate confidence thresholds before enabling auto-dispatch.
3. Launch with guardrails
Enable automation for selected queues, keep human approval for high-risk categories, and expand coverage as accuracy exceeds 90%.
4. Operationalize feedback
Loop technician feedback into weekly tuning sessions and refine triggers for escalations, customer updates, and documentation.
Main features of automated triage & dispatch
Each capability runs natively inside ConnectWise and can trigger workflows in the rest of your toolchain.
Natural language ticket classification
Understands email, portal, and voice transcripts to assign issue type, impact, and customer sentiment automatically.
Skill-aware routing engine
Maps requests to engineers based on certifications, schedule, and current workload while respecting ConnectWise service boards.
SLA monitoring & alerting
Tracks promise times, sends proactive breach warnings, and escalates to duty managers or on-call rotations.
Automation-triggered workflows
Launches remediation scripts, knowledge base lookups, and customer communications the instant a ticket is triaged.
Continuous learning loop
Captures technician overrides and resolution notes to refine dispatch rules and update ConnectWise templates.
Executive analytics
Provides AI vs. human benchmarks, customer experience KPIs, and board-level SLA trends for quarterly business reviews.
Ready to reclaim dispatch hours?
See ConnectWise triage automation in action
Schedule a live walkthrough to compare your current dispatch flow with Mizo's AI-driven assignments, SLA monitoring, and customer updates.
Book a demo