Mizo Launches Innovative Fully Digital L1 Technician Solution for Managed Service Providers
MONTREAL, Feb. 12, 2026 — Mizo, an AI-driven service desk automation platform designed for Managed Service Providers (MSPs), has announced a groundbreaking advancement: a fully digital Level 1 (L1) technician capable of autonomously resolving service desk tickets. This new solution aims to significantly reduce the reliance on human intervention for routine tasks, allowing technicians to focus on more complex responsibilities.
“MSPs require fewer tickets to be handled by humans, not more tools,” stated Mathieu Tougas, CEO and co-founder of Mizo. “Our goal is to automate L1 tasks, ensuring technicians engage in higher-value activities rather than simple tasks like password resets at odd hours.”
Addressing a significant bottleneck, Mizo’s platform will manage the bulk of L1 service desk tickets, which often encompass tasks such as password resets, access requests, and basic troubleshooting—accounting for approximately 70% of all service desk interactions. The digital L1 technician will autonomously handle these tasks through:
– Rapid password resets, verifying identity and managing credentials across systems in under 30 seconds.
– Automated access provisioning with seamless approval workflows.
– Guided troubleshooting for common issues leading to effective resolutions.
– Streamlined software request management from initiation to verification.
– Continuous 24/7 support, eliminating the need for after-hours staffing costs.
In cases where issues exceed L1 complexity, the AI will intelligently escalate to L2/L3 technicians, equipping them with comprehensive context and diagnostic data to enhance resolution times.
Mizo recently earned recognition as the runner-up in the ConnectWise IT Nation PitchIT 2025 competition, affirming its potential to transform service desk operations. With feedback from industry leaders such as Manny Rivelo, CEO of ConnectWise, the platform is poised to significantly enhance the efficiency of MSPs and their small to medium-sized business clients.
Real-world implementation of Mizo’s technology is already showing promising results for MSPs, including:
– 30% reduction in ticket escalations due to effective automation.
– 26% increase in ticket handling capacity without additional staffing.
– Enhanced first-touch resolution rates through contextual knowledge linking.
– Ticket processing times reduced to seconds, rather than minutes.
Nexxo, a rapidly growing MSP based in Montreal, has experienced transformative growth using Mizo, empowering its technicians through AI-assisted troubleshooting. “Mizo allowed us to scale our operations and focus on strategic initiatives by distributing the workload effectively among our team,” noted Laurence St-Yves, CTO of Nexxo.
Mizo’s solution is designed to integrate seamlessly with existing tools that MSPs utilize, including popular platforms like ConnectWise Manage, Autotask, and Microsoft Teams. The pricing model is uniquely structured to accommodate the fluctuating demands of MSPs, starting at $0.50 per ticket without setup fees or long-term contracts.
The Mizo platform is currently available with a free trial for qualifying MSPs. To explore this innovative solution or to schedule a demo, visit Mizo’s official website.
With ongoing consolidation in the MSP AI sector, Mizo’s announcement underscores the growing importance of cross-platform compatibility in service desk automation. The company remains committed to offering a solution that meets the diverse needs of MSPs and reflects the realities of their operational environments.
About Mizo: Mizo is an AI-driven platform designed specifically for service desk automation in the MSP sector. By employing advanced AI techniques to enhance context understanding and problem-solving capabilities, Mizo automates key service desk processes across various leading platforms.
