Your ConnectWise service desk.
More everyday work handled.
MSP Process brings 14 service-desk capabilities into ConnectWise PSA, your professional services automation platform, with voice, messaging, scheduling and automation connected. Your team can replace 6 to 8 standalone vendors with one platform that keeps tickets and updates moving in both directions.
- Capabilities inside ConnectWise
- 14
- Updates in both directions
- Bi-dir
- Connected client channels
- <1.2s
MSP Process + ConnectWise PSA
Bring AI automation to every channel your clients use, with requests and conversations connected to your team's ConnectWise tickets.
- AI Voice Agent
- Your AI Voice Agent answers calls 24/7, opens the ConnectWise ticket and writes the time entry before your team picks up.
- End User Verification
- Your team has 13 methods available across client channels, including Authenticator, Duo, text messages, photo identification, secure links and biometrics.
- Reverse Tech Verification
- Your clients confirm your technician in one tap before granting remote access, with the patent-pending process recorded on the originating ConnectWise ticket.
- Teams Chat Ticketing
- Your branded app in Microsoft Teams turns client chats into ConnectWise tickets, with knowledge articles and invoices available in the conversation.
- Two-Way SMS & MMS
- Your team sends and receives text messages and diagnostic photos inside ConnectWise tickets, with conversations attached automatically and no personal numbers needed.
- WhatsApp Messaging
- Your clients can message your team through WhatsApp, with replies, read receipts and shared media threaded into the ConnectWise ticket.
- Client Portal & Mobile App
- Give each client a branded portal and mobile app, with tickets, knowledge articles and invoices kept in sync with ConnectWise.
- AI ticketing triage
- AI ticketing triage applies a category, priority, agreement service level and suggested resolver to every incoming ConnectWise ticket, ready for your team.
- ScheduleAssist
- Your clients choose an appointment through self-service scheduling, and the confirmed booking writes back to ConnectWise as a scheduled ticket.
- On-Call Scheduling & Escalation
- Route ConnectWise pages by severity and rotation, escalating through primary, secondary and manager contacts when nobody acknowledges within 5 minutes.
- Password Reset
- Handle password resets from your service desk platform through Entra ID, Active Directory or your identity provider, without speaking or emailing credentials.
- Secure Data Sharing
- Share credentials and sensitive files through branded, single-use links that expire, replacing PwPush and recording the exchange on your ConnectWise ticket.
- SMS Broadcast
- Choose a ConnectWise company group and send text updates about outages, maintenance or restored service, so your clients know what's happening.
- Outbound Notifications
- Keep your clients updated through text messages, voice, Teams and email, with notifications triggered by ConnectWise ticket events and delivery recorded.
SEE IT AT WORK
Your clients get through.
Your team gets context.
A client calls about a problem, and the AI Voice Agent opens a ConnectWise ticket with notes and a time entry. Your technician opens that ticket to find the summary, analysis, time entry, notes, recording and transcript, ready to take on the request.
ConnectWise alone
Powerful 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 tech acted.
It does not show who actually called or how they were verified.
ConnectWise + 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 category, priority, agreement SLA.
ApproveMicrosoft Authenticator
Approve sign-in?
- 03
CW ticket auto-created with verified caller, transcript,…
AI notes, and the right service board.
- 04
Audit row written to the ticket: who, how, when, on what…
device, with a billable time entry.
GET SET UP
Connect your service desk.
Put automation to work.
Five steps connect your channels and workflows to ConnectWise, with most ConnectWise MSPs writing records back the same day.
Connect your account
Connect MSP Process to ConnectWise through OAuth, with access scoped to tickets, companies, contacts, agreements, time entries and configurations.
Connect your events
ConnectWise callbacks carry each event type between the platforms, with updates moving in both directions in less than a second.
Bring context into Manage
Your technicians open the MSP Process panel inside Manage to see the AI summary, analysis, time entry, notes, recording and transcript alongside the ticket.
Set your channel checks
Incoming requests automatically prompt a check through Authenticator, Duo, text messages or Teams push on your client's registered device.
Write the work back
AI summary, analysis, time entry, notes, recording and transcript write back to your ConnectWise ticket as structured fields your team can review.
INSIDE THE CONNECTION
Your existing service desk.
Your connected daily work.
Eight connected objects sync in both directions, so your team can put automation to work within your existing ConnectWise structure.
Your service ticket details
Create, update, close and resolve ConnectWise tickets while keeping the service board, status, type, subtype and source attached throughout the work.
- Your existing service board assignments
- Ticket status and source details
- Ticket type and subtype details
Companies, contacts and sites
Keep your ConnectWise company structure in sync, with routing rules for each site and individual contact preferences available to your workflows.
- Your existing ConnectWise company structure
- Routing rules for each site
- Preferences for each individual contact
Your agreements and commitments
AI ticketing triage routes your tickets using covered services, contract priority and response and resolution commitments from your existing service level agreements.
- Services covered by each agreement
- Priority from your client contracts
- Response and resolution time commitments
Time against the work
Voice-captured and AI-extracted time entries write back as billable work, using the right work type and agreement for your ticket.
- Time entries captured through voice
- Time entries extracted by AI
- Matching work types and agreements
Your members and teams
ConnectWise member roles and team membership guide routing and on-call rotations, with single sign-on available through Entra and Okta.
- Your existing ConnectWise member roles
- Team membership and on-call rotations
- Entra and Okta sign-on support
Asset context for tickets
Managed configurations link to tickets when they're created, giving your team the asset context they need to begin diagnosis.
- Managed configurations linked at creation
- Asset context on each ticket
- Configuration details for your diagnosis
Events that move work
ConnectWise callback events trigger MSP Process actions across your workflows, with updates reaching the next step in less than a second.
- Events from your ConnectWise callbacks
- MSP Process actions from events
- Updates across your connected workflows
Records your team can review
Your ConnectWise tickets retain the identity chain, transcript and full action log, giving your team a record ready for review.
- Identity chain on each ticket
- Transcripts attached to the request
- Full action logs for review
LET'S TALK AUTOMATION
More from your ConnectWise.
More room for your team.
Put your ConnectWise investment to work with 14× extended capability, bringing your client channels and everyday service desk tasks together. Connect, then bring us the process your team most wants to stop doing by hand.