Helpdesk vishing, MFA-reset abuse, and after-hours overflow are the three loudest losses inside every MSP today. MSP Process closes the front door — an AI Voice agent answers every call, end-user verification gates every ticket, and the platform writes the proof back to the PSA you already run. Founded by an operator who ran a 15-year MSP. Now in production across 1000+ MSPs and IT Teams in 22 countries.
Email got harder. Phones got easier. Every public breach of the past 18 months — Scattered Spider, ALPHV, LAPSUS$ — ran through an MSP's helpdesk first. Here's the playbook MSP Process closes.
An attacker calls your L1 desk pretending to be an exec at one of your tenants. Caller ID is spoofed, the cadence is voice-cloned, and the urgency is engineered to push your tech past protocol. MSP Process makes voice verification the first action on every call — no challenge, no reset.
Once an attacker has a stolen password, the only thing between them and tenant takeover is your helpdesk. One sympathetic tech, one MFA reset, and they have persistence inside the client's tenant. Default-deny on every privileged action stops it cold.
P1 alerts at 2am. The on-call tech can't reach the client's helpdesk lead to confirm it's real. They either wake the wrong people or sit on a real incident. The AI Voice agent triages, verifies, and pages only when it's real.
Carriers are no longer paying out on social-engineering claims when there's no identity-verification control at the helpdesk. Every MSP needs to show a documented control on every privileged action — or eat the loss themselves.
Voice, SMS, Teams, web portal — clients reach you wherever they already are. MSP Process answers the moment the request lands, identifies the caller, and writes a populated ticket into ConnectWise, HaloPSA, Autotask, SuperOps, or Syncro before a tech ever sees it.
Answers every inbound call in your brand voice, captures intent, verifies identity, and opens a PSA ticket — 24/7, every queue.
Two-way text threading that lives inside your PSA — clients reply naturally, techs respond from the ticket, no personal phones in the loop.
Clients DM your support bot in Microsoft Teams. Identity verified against their Entra ID. A populated PSA ticket fires the moment they hit send.
White-labeled web + mobile portal per tenant. Clients open tickets, see status, approve verifications — branded as your MSP, deployed in minutes.
Once a ticket lands, the platform verifies, categorizes, and routes — identity-gates every privileged action, triages on intent, books the right tech automatically, and pages on-call only when it's truly P1. Your dispatcher gets their hours back; your techs only see what they should be touching.
Identity-gate every privileged action — password resets, MFA resets, account unlocks. Caller proves who they are before any tech touches it.
Reads, categorizes, and tags every inbound ticket in under two seconds — intent, urgency, client, SLA. Recovers 22 dispatcher hours/week per 100 clients.
Self-serve booking links replace the back-and-forth email chain. Techs send one link; clients pick a slot; the calendar invite fires. 2 hrs/wk back per tech.
Field-ready iOS & Android app. Tickets, schedule, secure SMS, on-call paging, mileage & expenses — every action logs to your PSA in real time.
The work your techs hate most — populating PSA fields, walking a user through a password reset, sending follow-up SMS, broadcasting a maintenance window — runs on its own. The platform handles it. Your techs handle the work that needs a human.
Log the work in 5 seconds from anywhere the tech is. Voice, Teams, SMS, portal, email, AI Voice — all become a fully-populated PSA ticket. No PSA login required.
Build workflows that fire on ticket events — auto-close noise, route by client priority, escalate dormant tickets, sync data between systems. No-code rule builder.
1-click self-service reset for verified end users. Customer proves identity, picks the action, the platform handles the rest. Tech never touches the ticket.
Proactive client comms — maintenance windows, outage updates, SLA milestones — broadcast over SMS, voice, email, or Teams. Confirmations log to the PSA.
Every verification, every ticket, every audit row writes back to the PSA you already pay for — no new system of record, no data-sync glue to maintain. Deep, bidirectional integrations across the MSP PSA bench.
The white-labeled AI VoiceAssist resells to your clients as a managed offering. 40% client adoption inside year one is the median across MSP Process partners. Net margin per adopted client: $1,678 per month after wholesale cost.
The AI Voice agent ships white-labeled by default. Set a brand voice and a phone number per client. Bill at your retail price; we collect at wholesale. Every interaction writes to your PSA as a billable activity on the client's account. The handoff from "we use it internally" to "we sell it to clients" is one toggle in the MSP Process admin.
Median outcomes across MSPs running the platform for 90+ days — pulled from production telemetry, not marketing math.
Book a 30-minute walkthrough. We'll demo a live vishing call hitting the AI Voice agent, an EUV challenge clearing in under five seconds, and the audit row landing in your PSA — against a real tenant of yours, live.
