MSP Process embeds identity verification natively into every inbound ticket flow — across every channel. Before a password is reset, a ticket is opened, or any access is granted, the user is confirmed.
Social engineering attacks start with a phone call, a Teams message, or a portal request. Someone asks for a password reset. Someone claims to be a client. Your tech does what they're trained to do — and a breach begins. The fix isn't better training. It's removing the decision from the tech entirely.
Social engineering works because your techs are trained to help. A convincing caller gets a password reset. An unauthorized user gets system access. One unverified interaction is all it takes to start a breach.
The attack vectorYour PSA captures the ticket. Your MFA tool protects logins. But nothing verifies who is making the support request itself — until MSP Process puts identity at the very front of every inbound channel.
The gapAn MSP-built AI voice agent that answers your help desk line 24/7 — and proves caller identity with MFA before any tech, ticket, or privileged action. Stop social engineering at the first ring. Cancel the after-hours overflow contract. Show your auditor the receipts.
Your client calls your help desk line. Alpha — your branded AI voice agent — answers, captures intent, matches identity to the tenant directory, and triggers an MFA push during the call. Only after identity is proven does anything happen. No verified push, no action.
Choose the verification method that fits each client's setup. Mix and match across your client base. No extra apps, no friction — just identity confirmed in seconds.
Push notification directly to the Authenticator app your clients already have — no new installs. Full GDAP support.
Trigger a Duo push directly from your PSA. No admin console switching. Frictionless for clients already on Duo.
Send a branded, single-use verification link directly inside Microsoft Teams. One-tap approve in the chat.
One-time numeric code as a Teams message — the tech reads it back for a verbal handshake on top of the chat channel.
One-time code to the user's registered mobile number. Fast, familiar, available on any device — no app needed.
Branded, single-use verification link sent via SMS. One tap to confirm — no codes to read, no apps to open.
One-time verification code to the user's registered email. Simple fallback for users without smartphones.
Branded, single-use email link for frictionless one-click identity confirmation. Click and verified.
Verification request sent directly to your brandable client portal — users confirm inside the same app they use for tickets.
Two-factor: portal notification plus SMS code. For clients who need the highest level of verification assurance.
Verification prompts via WhatsApp for clients who live in chat — ideal for international and BYOD workforces.
Automated verification call. Confirm by pressing a key or speaking a phrase — perfect for feature phones and voice-first clients.
You shouldn't have to choose which channel gets security. MSP Process verifies users across every inbound intake channel — automatically, consistently, every time.
Callers verified automatically during the call before a ticket is created or any action taken — 24/7.
Verification requests directly in the Teams conversation. No app switching — clients confirm where they already are.
Codes or links to the client's phone over SMS or WhatsApp. Works on any device, no smartphone app required — highest response rate of any channel.
Branded verification flows inside your client portal. Identity confirmed before submitting or updating tickets.
One-time links or codes via email for clients who prefer it. Every user on every device — fully covered.
Techs trigger verification with one click from your PSA. No window switching — identity confirmed before the tech proceeds.
One consistent, secure flow — regardless of the channel, the method, or the time of day.
Client contacts support via any channel — voice, Teams, SMS, portal, email, or AI voice.
MSP Process automatically sends the verification request to the client's registered method. No tech action required.
Client approves on their device. Attacker cannot — verification fails and the interaction is flagged.
Result, method, timestamp, and tech action — all written to the PSA ticket as a structured, auditor-ready row.
Every identity check is automatically logged to the associated PSA ticket — who was verified, how, when, and by which technician. Compliance-ready reports for clients, audit-ready evidence for insurance.
Every verification result attached to the ticket — immutable, timestamped, and attorney-ready. Method, device, geo, tech, and outcome — all on one record.
Deliver verification compliance reports directly to your clients. Show them their posture is improving under your watch — and bill the value.
Documented verification processes satisfy common cyber insurance requirements — reducing your liability and your clients'.
| 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 |
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.
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.
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.
Immediate Zero Trust coverage across every channel your clients use. We'll run a live verification flow against your tenant on the demo.