Service Desk Automation powered by an AI Agent
Transform your MSP service desk with intelligent automation that improves agent productivity and customer satisfaction. Automate ticket classification, dispatch, documentation, and knowledge base updates with AI-powered precision. Extend beyond tickets with comprehensive IT process automation.
Automated triage and dispatch
Eliminate manual ticket sorting with AI-powered triage that instantly categorizes, prioritizes, and routes tickets to the right technician based on content, urgency, and expertise requirements.
Instant Classification
AI analyzes ticket content using natural language processing to automatically classify issues into appropriate categories with 95% accuracy.
Smart Prioritization
Automatically assigns priority levels based on business impact, SLA requirements, customer tier, and historical patterns.
Skill-Based Dispatch
Routes tickets to technicians with the right expertise, considering current workload, availability, and specialization areas.
Automation Results
Assisted resolution
AI-powered assistance guides technicians through complex resolutions with real-time suggestions, step-by-step guidance, and contextual knowledge recommendations.
Smart Solution Suggestions
AI analyzes the current ticket context and suggests the most relevant solutions from your knowledge base and past successful resolutions.
Guided Troubleshooting
Step-by-step troubleshooting workflows adapt based on diagnostic results, ensuring technicians follow the most effective resolution path.
Context-Aware Assistance
AI considers customer environment, previous tickets, system configurations, and technician expertise to provide personalized guidance.
Resolution Performance
Automated documentation
Generate comprehensive documentation automatically from ticket resolutions, creating searchable knowledge base articles and maintaining up-to-date procedure guides without manual effort. Integrates seamlessly with IT Glue, Hudu, and more.
Auto-Generated Articles
Creates knowledge base articles from successful ticket resolutions, capturing step-by-step procedures and troubleshooting guides.
Dynamic Updates
Automatically updates existing documentation when new solutions are discovered or procedures change.
Smart Search
Enhances documentation with semantic search capabilities, making it easy to find relevant solutions quickly.
Benefits of service desk automation
Service desk automation delivers measurable improvements in productivity, customer satisfaction, and operational efficiency for MSPs of all sizes.
Improved Agent Productivity
Reduce Manual Tasks by 80%
Eliminate repetitive ticket sorting, categorization, and dispatch tasks
Focus on Complex Issues
Agents spend more time on high-value, complex problem-solving
Increase Resolution Speed
Faster ticket resolution with automated solution suggestions
Enhanced Customer Satisfaction
50% Faster Response Times
Instant ticket processing and immediate acknowledgment
Personalized Support
Tailored responses based on customer history and preferences
Consistent Service Quality
Standardized processes ensure reliable service delivery
Tasks that can be automated
Comprehensive automation covers every aspect of service desk operations, from initial ticket intake to final resolution and documentation.
Ticket Classification
- • Category assignment
- • Service type identification
- • Incident vs. request detection
- • Asset linking
Intelligent Dispatch
- • Skill-based assignment
- • Workload balancing
- • Escalation paths
- • Queue management
Documentation
- • Resolution documentation
- • Procedure updates
- • Time tracking
- • Progress notes
Knowledge Base Updates
- • Article creation
- • Content optimization
- • Search enhancement
- • Version control
Communication
- • Status updates
- • Acknowledgment emails
- • Escalation notifications
- • Resolution summaries
Reporting & Analytics
- • Performance metrics
- • SLA monitoring
- • Trend analysis
- • Dashboard updates
Service level agreement (SLA) Management
- • Deadline tracking
- • Breach prevention
- • Priority adjustments
- • Compliance reporting
Follow-up Actions
- • Satisfaction surveys
- • Resolution verification
- • Preventive measures
- • Process improvements
Proven Results for MSPs
26%
Average increased capacity per technician
30%
Less escalations
100%
Removes the need for a dedicated triage and dispatch role
Customer stories
See how high-growth MSPs use Mizo to deliver faster support with AI-powered service desk automation.
Nexxo Technologies
Laurence St-Yves, Chief Technology Officer
Our kill rate is better. Our SLA compliance is better.
Laurence St-Yves
Chief Technology Officer, Nexxo Technologies
Customer stories
See how high-growth MSPs use Mizo to deliver faster support with AI-powered service desk automation.
Commandare Technologies
Patrick Racine, Founder & President
With Mizo handling our triage, our technicians can focus on work that truly matters
Patrick Racine
Founder & President, Commandare Technologies