PSA-integrated · no personal numbers
Every SMS / MMS routes through your PSA on a verified business number. Techs never expose their personal phones. Every message logged to the ticket — incoming and outgoing.
A2P 10DLC compliant
Support clients where
they actually respond.
SMS gets a 98% open rate and clients respond 9× faster than email. MSP Process integrates two-way PSA-connected SMS and MMS directly into your helpdesk — verified, logged, branded. Personal numbers stay personal. Every message lands in the ticket.
- 98%
- SMS open rate
- 9×
- Faster than email
- 0
- Personal numbers exposed
- 100%
- Logged to PSA
VERIFIED
2-WAY
PSA-LOGGED
A2P 10DLC
Resolved in 4 minutes.
MMS photo received, tech identified the issue without rolling a truck. Full thread logged to ConnectWise #3421. Bob never had to leave his texts.
SMS responds in 3 minutes. Not 3 days.
The average email response from a client is 3 days. The average SMS response is 3 minutes. For MSPs chasing approvals, waiting on confirmations, or pushing status updates — that gap is real SLA risk, real tech time, and real client frustration.
MMS photo sharing
Clients send photos of the issue via MMS — error screens, paper jams, blinking lights, panel labels. Techs see it instantly, often without rolling a truck.
Cuts truck rollsSmart opt-in forms
Brandable opt-in forms collect and sync client mobile numbers automatically. Your PSA contacts stay accurate without your team chasing data-cleanup.
Auto-cleansedQuick templates
Pre-configured templates for status updates, appointment confirmations, resolution notices, and follow-ups. Consistent, on-brand, and fast — even from mobile.
Tap-to-sendShared MFA codes
Client MFA codes delivered to a Teams channel or inside MSP Process — so techs find and use them instantly without hunting through inboxes or shared mailboxes.
In-channelVerified before privileged actions
Password resets, account unlocks, sensitive data sends — all gated by Authenticator or Duo push. SMS is the channel; identity verification gates the action.
Zero TrustInbound → identified → ticketed → replied → logged.
Every SMS — inbound or outbound — runs the same five-step protocol. Same audit chain, same PSA logging, same SLA the rest of your service desk runs on.
-
Inbound
Client texts your business number. Photos welcome. Phone matched to a known contact in the PSA.
-
Identified
Caller resolved against your PSA contact list. Privileged actions trigger an Authenticator push for verification.
-
Ticketed
New ticket opened (or appended) in ConnectWise / HaloPSA / Autotask. Category and priority auto-tagged.
-
Replied
Tech responds from the PSA — or from inside MSP Process. Reply lands back on the same SMS thread.
-
Logged
Full thread, MMS attachments, and verification chain written to the ticket. Ready for audit / billing / handoff.
Don't just react. Proactively keep clients informed.
MSP Process can automatically push SMS updates to clients at every key ticket lifecycle moment — so they never have to call to ask what's happening, and you never have to file a "checking in" ticket.
Ticket created
"Hi Sarah, we've received your request (#4821) and a tech is reviewing it. Expected response within 2 hours."
Auto-send
Tech assigned
"Your ticket has been assigned to Mike Wilson. He'll be in touch shortly to assist with your printer issue."
Auto-send
Ticket resolved
"Ticket #4821 has been resolved. Please let us know if you have any further issues — we're always here!"
Auto-send
Bidirectional sync with the PSAs you already run.
Inbound texts open or append tickets in your PSA. Outbound replies from the tech land back on the same thread. MMS attachments saved to the ticket. Verification chain written next to the message body.
Numbers from MSPs running PSA-integrated SMS.
Average results across the first 90 days post-rollout.
98%
SMS open rate
9×
Faster client response
61%
Reduction in tech-cell-phone traffic
100%
Logged to PSA
MSPs say SMS in MSP Process just works.
Patrick and his team have been where we are and know the challenges of supporting thousands of users across the country. They know that to achieve world-class SLAs, you have to meet your customers where they are. In this case, it's on their mobile. MSP Process makes it seamless to integrate SMS with our PSA. Great tool.
Hunter Thevis
We leverage the tool daily not only to validate users for support, but also to communicate with clients who prefer SMS over email or phone. The tool replaced our email-encryption sub for sharing sensitive information. The MSP Process team has been responsive to all our questions and provided outstanding support — I can't recommend them enough.
Jeff Wilder
Replace slow email with
fast, verified SMS.
98% open rates. 9× faster responses. PSA-integrated and A2P 10DLC compliant from day one. Book a 30-minute demo and we'll wire SMS into your PSA live and run a real two-way thread end-to-end.