Your clients' requests.
Your Autotask workflows.
MSP Process brings 14 service-desk capabilities into Datto Autotask, connecting AI automation with the channels your clients use every day. Replace 6 to 8 standalone vendors while keeping tickets, contracts and time entries in sync with your PSA, your professional services automation platform.
- Ready to put to work
- 14
- Updates in both directions
- Bi-dir
- Routing around your contracts
- Contract
MSP Process + Datto Autotask
Bring calls, messages and client requests into Autotask, so your team can handle the work with the right context already attached.
- AI Voice Agent
- Your AI Voice Agent answers calls 24/7, opens the Autotask ticket and writes the time entry before your team picks up.
- Your clients' preferred methods
- Bring 13 methods, including Authenticator, Duo, SMS, Photo ID, secure links and biometric checks, into the channels your clients already use.
- A familiar access check
- Your clients confirm who your technician is with one tap before granting remote access, with the patent-pending check logged to their Autotask ticket.
- Teams Chat Ticketing
- Your branded app brings support into Microsoft Teams, turning each chat into an Autotask ticket with knowledge articles and invoices available alongside.
- Two-Way SMS & MMS
- Your team sends messages and receives diagnostic photos inside the Autotask ticket, with every thread attached and no personal numbers needed.
- WhatsApp Messaging
- Your clients can send requests and media through WhatsApp, with two-way conversations and read receipts threaded into the Autotask ticket.
- Client Portal & Mobile App
- Give each client a branded portal and mobile app, with tickets, knowledge articles and invoices kept in sync with Autotask.
- AI ticketing triage
- AI ticketing triage categorizes each incoming Autotask ticket, applying issue type, sub-issue, priority, contract service level agreement and a suggested resource automatically.
- ScheduleAssist
- Your clients choose an appointment through ScheduleAssist, and the confirmed booking writes back to Autotask as a scheduled service call.
- On-Call Scheduling & Escalation
- Route Autotask requests by severity and rotation, paging primary, secondary and manager contacts if nobody acknowledges within 5 minutes.
- Password Reset
- Your team handles Password Reset from Autotask, resetting credentials in Entra ID, AD or your identity provider without speaking or emailing them.
- Secure Data Sharing
- Secure Data Sharing replaces PwPush with branded, single-use links for credentials and sensitive files, with expiry times and an Autotask ticket record.
- SMS Broadcast
- Pick an Autotask account group and use SMS Broadcast to send outage notices, maintenance updates or the all-clear in seconds.
- Outbound Notifications
- Outbound Notifications brings your clients updates through SMS, voice, Teams and email, triggered by Autotask ticket events with delivery records attached.
SEE IT AT WORK
Requests across your channels.
Work inside Autotask.
A client calls about a device problem, and MSP Process opens the Autotask ticket with call notes and a time entry. AI ticketing triage applies the issue type and priority, giving your team the context to take on the request.
Autotask alone
Enterprise PSA. Unverified front door.
Unknown caller
Says: Luke F., Northwind Dental
- 01
Email or portal request opens a ticket
no caller identity captured.
- 02
Tech runs the request on trust alone.
After-hours calls go to voicemail.
- 03
Password reset, remote session, or data transfer executed
no MFA challenge logged.
- 04
Audit shows the resource who acted.
It does not show who actually called or how they were verified.
Autotask + MSP Process
Verified intake, end-to-end automation.
Unknown caller
Says: Luke F., Northwind Dental
- 01
AI Voice answers or any of 8 channels intake.
Caller identity captured at the door.
- 02
MFA push fires (Authenticator / Duo / Photo ID).
AI ticketing triage assigns issue type, sub-issue, priority, and contract SLA.
ApproveMicrosoft Authenticator
Approve sign-in?
- 03
Autotask ticket auto-created with verified caller,…
transcript, AI notes, and the right queue.
- 04
Audit row written to the ticket: who, how, when, on what…
device, with a billable time entry against the right work type.
GET SET UP
Connect your existing setup.
Put it to work.
Five steps connect your channels and workflows to Autotask, with most MSPs live and writing records back the same day.
Connect your Autotask account
Connect Autotask with an application programming interface user and secret, giving MSP Process scoped access to tickets, accounts, contacts, contracts and time entries.
Connect your ticket events
We register Autotask notification subscriptions for every event type, with updates passed in both directions in less than a second.
Map your existing fields
Your issue types, sub-issues, queues, statuses and user-defined fields map to MSP Process workflows out of the box, without custom scripts.
Bring your client channels
Connect the channels your clients use, with Authenticator, Duo, SMS or Teams push checks on their registered devices built into intake.
Write the work back
AI summary, analysis, time entry, notes, recording and transcript write back to structured fields on the Autotask ticket, ready for your team to review.
INSIDE THE INTEGRATION
Your existing Autotask structure.
Your connected daily work.
Eight object types sync in both directions, keeping your MSP Process workflows connected to the structure your team already uses in Autotask.
Tickets and service calls
Create, update, complete and resolve tickets and service calls while keeping your queues, statuses, issue types, sub-issues and sources attached.
- Ticket creation and status updates
- Existing queue and source details
- Issue types and sub-issue fields
Accounts, contacts and locations
Keep your Autotask account structure in sync, with routing for each location and individual contact preferences built into the integration.
- Your existing Autotask account structure
- Routing for each client location
- Preferences for each client contact
Contracts and service levels
AI ticketing triage uses your block-hour, per-ticket and recurring service contracts when assigning ticket priority and the applicable service level agreement.
- Your existing client service contracts
- Ticket priority by client contract
- Applicable service level agreement details
Time against the work
Time entries captured through voice or extracted by AI write back as billable against the right work type, role and contract.
- Time entries captured through voice
- Billable time extracted by AI
- Work type, role and contract
Resources, roles and routing
Your Autotask resource roles and queue membership guide routing and on-call rotations, with single sign-on through Entra or Okta.
- Your existing Autotask resource roles
- Queue membership and on-call rotations
- Entra or Okta account access
Context for each device
Look up configuration items by serial, hostname or your client's device, with asset context already attached to each ticket for diagnosis.
- Configuration lookup by serial number
- Hostname and client device lookup
- Asset context on every ticket
Notifications that connect workflows
Autotask notification subscriptions trigger MSP Process actions in real time, passing updates across every workflow in less than a second.
- Your Autotask notification event subscriptions
- MSP Process actions from events
- Workflow updates within a second
Records ready for review
End User Verification, Reverse Tech Verification and each identity check leave proof alongside transcripts and action logs on your Autotask tickets.
- Identity records and check methods
- Conversation transcripts on each ticket
- Full action logs for review
LET'S TALK AUTOMATION
Bring your everyday requests.
Explore your Autotask setup.
Explore the 14× extension to your Autotask setup, bringing calls, messages, scheduling and automation into one platform for your team. We'll help you connect the integration and talk through the requests you most want to stop handling by hand.
Bring us the process you most want to stop doing by hand.