What MSPs are reading
to stay ahead.
Threat intel from the front lines, deployment playbooks, AI Voice walkthroughs, customer case studies, and channel commentary from Patrick Leonard and the MSP Process team.
Latest from the field.
Why helpdesk vishing replaced phishing as the #1 ransomware vector
An anatomy of the modern attack chain — how three Fortune 500 breaches in 18 months started with a single phone call to an unverified IT helpdesk.
What an after-hours AI voice agent actually sounds like in production
We pulled six real call transcripts from MSPs running AI Voice in production. The patterns — and the moments where humans still need to step in.
The one-FTE math: how AI Triage actually recovers 22 hours a week
A breakdown of where the dispatcher's hours go — and how AI Triage gives most of them back without compromising the client experience.
Patrick Leonard on building Backup Radar — and what he changed for MSP Process
An interview with our founder on the lessons from running a 15-year MSP, building one category-defining product, and starting over for the channel's next problem.
How to wire MSP Process into ConnectWise without breaking your dispatcher's workflow
A pragmatic deployment guide for MSPs running ConnectWise PSA — what to enable on day one, what to roll out in week two, and the change-management pitfalls.
In-call MFA vs deepfakes — what actually catches the modern attacker
Deepfake voice cloning is now consumer-grade. Here is how Authenticator and Duo push challenges inside the call defeat the attack — and where the gaps still are.
From 8 to 14 clients without a hire — a case study
An anonymized walk-through of an East Coast MSP that ran our automation playbook for 90 days. Numbers, hours saved, dollars retained.
Eliminating technician impersonation: why end-user controlled verification is the only secure solution
Attackers are impersonating MSP technicians to trick end users into granting access. End-user controlled verification removes the attacker from the loop.
Introducing AI VoiceAssist: voice-powered automation for MSP support
An intelligent voice assistant that answers client calls, captures issue details, and automatically creates support tickets — 24/7.
Halo PSA End User Verification — set up in under five minutes
Verify users via SMS, email, or voice call with codes automatically logged to the ticket. Halo custom tab features, bulk opt-in, full audit trail.
Microsoft Authenticator now supported for end-user verification
Verify users through the Microsoft Authenticator app most clients already have installed. No new app required, push notifications to enrolled devices.
DUO Security support for end-user verification
Native integration with Cisco Duo. Technicians push a verification request and users approve through the DUO app they already have installed.
Why SMS reigns supreme for service desk communication
98%+ open rates, faster response times than email or voice, and integrated SMS that lives inside your PSA — not on technician phones.
Mastering end-user verification: security and trust in a digital age
Seven reasons end-user verification is essential for MSPs — from breach prevention and compliance audits to scaling secure remote work.
Stop reading.
Start running it.
30-minute demo. We'll skip the slides. You'll see AI Voice on a live call, the dispatcher view, and the SOC 2 evidence export — using real numbers.