Press
MSP Process Acquires Triggr | Press Release
MSP Process has acquired Triggr, adding self-service and managed service-desk automation to the platform that verifies users and automates the work for 1,000+ MSPs.
Blog
Practical reading. Everyday automation.
Explore AI automation for MSPs on every channel your clients use, with AI Voice walkthroughs, deployment playbooks and customer case studies. Patrick Leonard and the MSP Process team share practical guidance to help your team put automation to work.
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Featured
Which helpdesk systems reduce the risk of phishing and impersonation attacks?
A vendor-neutral guide to the five capabilities that actually reduce helpdesk phishing and impersonation risk — end-user verification, phishing-resistant in-call MFA, reverse technician verification, AI voice verification, and audit — and how the main categories of helpdesk systems compare.
5 min read
Zero-trust helpdesk identity verification: the practical model
The IT helpdesk is now the most-attacked identity boundary. A complete, framework-aligned model for verifying who is really on the other end — phishing-resistant MFA, contextual risk, least privilege, and auditability — before any sensitive support action runs.
7 min read
Why helpdesk vishing replaced phishing as the #1 ransomware vector
Anatomy of the modern attack chain — three Fortune 500 breaches in 18 months started with a single phone call to an unverified IT helpdesk.
3 min read
Latest
Introducing AI VoiceAssist
AI VoiceAssist is a voice-powered assistant built for MSPs that answers client calls, captures issue details, and automatically creates support tickets — freeing your team to focus on solving high-priority issues.
3 min read
Eliminating Technician Impersonation
Attackers are increasingly impersonating MSP technicians to trick end users into granting access. End-user controlled verification removes the attacker from the loop and stops these social engineering attempts at the source.
3 min read
Mastering End User Verification
End-user verification is essential for MSPs: it enhances security, prevents social engineering, supports compliance, and builds client trust while keeping the service desk running efficiently.
2 min read
SMS for MSP Service Desks
SMS boasts a 98%+ open rate and faster response times than email or voice, making it the ideal communication channel for MSP service desks looking to resolve tickets faster.
1 min read
The one-FTE math: how AI Triage actually recovers 22 hours a week
Where the dispatcher hours go — and how AI Triage gives most of them back without compromising the client experience.
3 min read
What an after-hours AI voice agent actually sounds like in production
Six real call transcripts from MSPs running AI Voice in production. The patterns — and the moments where humans still need to step in.
4 min read
How to wire MSP Process into ConnectWise without breaking your dispatcher’s workflow
Pragmatic deployment guide for ConnectWise PSA MSPs — what to enable day one, what to roll out in week two, and the change-management pitfalls.
4 min read
Patrick Leonard on building Backup Radar and starting MSP Process
Lessons from a 15-year MSP, building one category-defining product, and starting over for the channel's next problem.
4 min read
From 8 to 14 clients without a hire: a case study
Anonymized walk-through of an East Coast MSP that ran our automation playbook for 90 days. Numbers, hours saved, dollars retained.
4 min read
In-call MFA vs deepfakes: what actually catches the modern attacker
Deepfake voice cloning is now consumer-grade. How Authenticator and Duo push challenges inside the call defeat the attack — and where the gaps still are.
3 min read
SEE IT IN ACTION
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