Automated Ticket Triage for MSPs
Stop wasting technician time on manual ticket sorting. Mizo's automated ticket triage uses AI to instantly classify, prioritize, and route every ticket to the right person—delivering 80% faster response times and 95%+ routing accuracy.
Manual Ticket Triage Is Killing Your MSP Efficiency
Every minute spent manually sorting tickets is a minute not spent solving problems. Traditional triage creates bottlenecks, delays, and frustrated customers.
Delayed Response
Manual sorting adds 15-30 minutes to every ticket before work even begins
Misrouted Tickets
Wrong assignments lead to escalations and frustrated technicians
Inconsistent Priority
Different dispatchers assign different priorities to similar issues
Wasted Resources
Senior techs spend hours on manual sorting instead of solving problems
AI-Powered Ticket Triage in Action
From ticket arrival to technician assignment in under 2 seconds: fully automated
Ticket Arrives
Email, portal, or chat submission triggers instant AI analysis
AI Classification
Natural language processing identifies issue type, category, and required skills
Priority Assignment
Impact and urgency analysis determines priority based on SLAs and customer tier
Smart Routing
Ticket routes to optimal technician based on skills, workload, and availability
Average time from ticket submission to technician assignment
What Automated Ticket Triage Handles
Comprehensive triage automation that eliminates manual sorting entirely
Intelligent Classification
AI reads and understands ticket content to automatically categorize issues with human-level accuracy.
- Issue type identification (hardware, software, network, etc.)
- Sub-category and tag assignment
- Required skill set detection
- Multi-issue ticket detection and handling
Smart Priority Assignment
Consistent, objective priority assignment based on multiple factors—not dispatcher mood.
- Business impact analysis
- SLA deadline awareness
- Customer tier consideration
- Urgency detection from language cues
Intelligent Routing
Right ticket, right technician, every time. AI matches tickets to the best available resource.
- Skill-based matching
- Workload balancing
- Availability and schedule awareness
- Historical performance consideration
Continuous Learning
AI that gets smarter every day, learning from your team's expertise and corrections.
- Learns from manual corrections
- Adapts to your MSP's terminology
- Improves accuracy over time
- Client-specific pattern recognition
Automated Triage Impact
Real results from MSPs using automated ticket triage
Faster Response
Eliminate manual sorting delays entirely
Routing Accuracy
Right technician, first time
Fewer Escalations
Accurate routing reduces reassignments
Daily Time Saved
Per dispatcher on manual triage tasks
Manual vs Automated Ticket Triage
See why MSPs are switching to automated triage
| Aspect | Manual Triage | Automated Triage |
|---|---|---|
| Time to Assignment | 15-30 minutes | < 2 seconds |
| Routing Accuracy | 70-80% | 95%+ |
| Consistency | Varies by dispatcher | 100% consistent |
| 24/7 Coverage | ||
| Scales with Volume | ||
| Learns & Improves |
Seamless PSA Integrations
Automated ticket triage integrates seamlessly with your existing tools
Automated Ticket Triage Questions
What is automated ticket triage for MSPs?
Automated ticket triage uses AI to instantly analyze incoming support tickets, classify them by type and urgency, assign priority levels, and route them to the most appropriate technician—all without manual intervention. This eliminates the bottleneck of manual ticket sorting and ensures faster, more accurate ticket handling.
How accurate is AI-powered ticket triage?
Mizo's automated ticket triage achieves 95%+ accuracy in ticket classification and routing. The AI continuously learns from your team's corrections and historical data, improving accuracy over time. Most MSPs see classification accuracy exceed 97% within the first month of use.
Can automated triage handle complex, multi-issue tickets?
Yes. Our AI is designed to identify tickets that contain multiple issues and can either split them into separate tickets or flag them for human review. The system understands context and can distinguish between related symptoms and separate problems.
How does automated ticket triage integrate with my PSA?
Mizo integrates natively with ConnectWise Manage, Autotask PSA, and HaloPSA. Tickets are triaged in real-time as they arrive in your PSA, with all classifications, priorities, and routing decisions synced automatically. No manual data entry or workflow changes required.
What happens when the AI isn't confident about a classification?
When confidence is below threshold, tickets are flagged for human review rather than being misrouted. Your team can quickly verify and correct the classification, and the AI learns from these corrections to improve future accuracy.
Proven Results for MSPs
26%
Average increased capacity per technician
30%
Less escalations
100%
Removes the need for a dedicated triage and dispatch role
How MSPs Use Mizo AI: Customer Success 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
How MSPs Use Mizo AI: Customer Success 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