Your clients verified.
Your team ready.
- Authenticator
- SMS code
- SMS link
- Teams code
- Email link
- Client portal
- Voice call
MSP Process confirms who's asking for help across every inbound channel, so your team can handle requests with identity already checked.
- Ways to verify
- 13
- Channels covered
- 100%
- Average verification time
- < 5s
START WITH THE BASICS
Your clients get help.
Your team gets confirmation.
Your team gets identity confirmation before handling a request, and your clients can verify through the channels they already use. Social engineering can turn an unverified phone call, Teams message or portal request into a password reset for someone impersonating your client.
Identity checked before support
Your technicians get confirmation of who's asking before resetting a password or granting access, without relying on a caller's story.
- Identity checks before password resets
- Verified requests for system access
- Confirmation before your team proceeds
Verification at the start
MSP Process checks who's requesting support before work begins in your PSA, your professional services automation system.
- Identity checks at request intake
- Verification across inbound support channels
- Confirmed identity before ticket creation
SEE IT AT WORK
Your help desk answered.
Your callers verified.
Alpha, your branded AI voice agent, answers your help desk line 24/7, captures the request and matches the caller to your tenant directory. It then sends a multifactor authentication (MFA) push during the call, with identity confirmed before a technician, ticket or privileged action.
Verification before the handoff
Your callers complete the identity check with Alpha before your technicians get involved or a support ticket is opened.
- Caller intent captured at intake
- Identity matched against your directory
- Verified callers before technician involvement
Familiar ways to approve
Your clients verify during the call through Authenticator, Duo, a text message using Short Message Service (SMS), or your chosen authentication tools.
- Authenticator approval during the call
- Duo push on your device
- SMS verification for your clients
Approval before any action
Your team proceeds only after the caller completes verification, keeping the identity check separate from the conversation about their request.
- Required approval before support actions
- Identity confirmation through an MFA push
- Unverified requests held before action
A record with every ticket
Your team gets each verification challenge and response timestamped on the ticket, ready to review alongside the support work.
- Verification challenges recorded with timestamps
- Client responses recorded with timestamps
- Verification history on the ticket
FOLLOW ONE REQUEST
- 1Your caller gets an answer
Alpha greets your caller and captures the intent of their request, with intake shown as <3s.
- 2Your caller's directory match
Alpha matches the caller's identity against your tenant directory, with Sarah K. confirmed in this example.
- 3Approval on your client's device
Your client receives an Authenticator MFA push with biometric approval and a 60s expiry during the call.
- 4Your verified caller routed
After your client approves the verification request, the verified caller is routed and ticket #4821 is opened.
Your clients' familiar methods.
Your choice for each.
Choose the verification method that fits each client's setup, and bring different methods together across your client base.
Microsoft Authenticator
Your clients approve in their existing Microsoft Authenticator app, with full support for granular delegated admin privileges (GDAP).
Duo Security
Your technicians trigger a Duo Security push from your PSA, and clients approve in Duo without your team switching consoles.
Teams Link
Your clients receive a branded, single-use verification link inside Microsoft Teams and approve with one tap in the conversation.
Teams Code
Your client receives a one-time numeric code in Microsoft Teams, which your technician reads back for verbal confirmation.
SMS Code
Your client receives a one-time code at their registered mobile number and can verify without installing an app.
SMS Verification Link
Your clients receive a branded, single-use verification link by SMS and confirm with one tap, without reading back a code.
Email Code
Your clients receive a one-time verification code at their registered email address, giving those without smartphones another way to confirm.
Email Verification Link
Your clients receive a branded, single-use link by email and confirm their identity with a click from the message.
Client Portal
Your clients receive a verification request in your brandable client portal and confirm in the same app they use for tickets.
Client Portal + SMS
Your clients verify through a portal notification and an SMS code, bringing two factors into the same support request.
WhatsApp
Your clients receive verification prompts through WhatsApp, including international teams and people using their own devices for work.
Voice Call
Your clients receive an automated verification call and confirm by pressing a key or speaking a phrase, including on feature phones.
Your clients' usual channels.
Verification built into each.
MSP Process checks identity across your inbound support channels, so your clients can confirm who they are where they request help.
AI voice and phone calls
Your callers are verified automatically during the call, 24/7, before a ticket is created or a support action begins.
Microsoft Teams
Your clients receive verification requests directly in the Microsoft Teams conversation and confirm there without switching to another app.
SMS & WhatsApp
Your clients receive verification codes or links through SMS or WhatsApp, with SMS available without a smartphone app.
Client portal and mobile app
Your clients complete a branded verification flow inside your client portal before they submit or update a support ticket.
Email
Your clients receive a one-time link or code by email and use it to confirm their identity when requesting support.
Inside your PSA
Your technicians trigger verification with one click from your PSA and get identity confirmation before continuing with the request.
HOW IT WORKS
From request to confirmation.
Ready for your team.
Your clients move from request to verified in under 5 seconds, following the same flow across channels and verification methods.
Your client requests help
Your client contacts support through voice, Teams, SMS, your portal, email or AI voice to begin the request.
Their verification request arrives
MSP Process automatically sends the verification request through your client's registered method, without your technician having to trigger it.
Your client confirms their identity
Your client approves the request on their device, and an unsuccessful verification is flagged before support work proceeds.
Your ticket keeps the record
Your PSA ticket receives a structured record of the verification result, method, timestamp and technician action for review.
Every check recorded.
Every record with the ticket.
Your team gets a record of who was verified, how, when and by which technician on the associated PSA ticket. We provide reports for your clients' compliance reviews and verification evidence for insurance audits, using those recorded checks.
| Time | User | Method | Tech | Result |
|---|---|---|---|---|
| 08:42:11 | Carlos D. | MS Authenticator | S. Brown | Verified |
| 09:14:22 | Sarah M. | MS Authenticator | J. Wilson | Verified |
| 09:58:41 | Priya N. | Teams Link | T. Patel | Verified |
| 10:52:07 | Bob K. | SMS Code | T. Patel | Verified |
| 11:30:45 | Unknown | Teams Push | A. Lee | Failed |
| 12:17:02 | James W. | Voice Call | A. Lee | Verified |
| 13:41:19 | Erika L. | Email Link | J. Wilson | Verified |
| 14:08:33 | Lisa R. | Duo Push | J. Wilson | Verified |
| 15:22:10 | Mike T. | Client Portal | S. Brown | Verified |
FROM OUR CLIENTS
Put to work.
From a team using it.
“Our experience with MSP Process has been great. The tool is fantastic to be able to verify our clients. I would recommend this to any MSP looking for added security.”
Erika Letendre
End-User Verification customer
“MSP Process is a must-add tool for MSPs. The onboarding was very fast and easy, Chris knew every little thing. In one short session you are up and running with an awesome client verification process.”
Adam Cochran
Client Verification customer
“With an increase in social engineering and threat attempts at the help desk level, we realized something needed to be done quickly. MSP Process plugs into our ConnectWise PSA instance and streamlines verification and ticketing. A must for any organization that fields end user support calls.”
James Wagner
iTeam, ConnectWise PSA
SEE IT TOGETHER
Your clients' requests.
Your verification flow.
We'll walk through a verification flow, so you can see how your clients confirm their identity.
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