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MSP Process

HaloPSA AI VoiceAssist with Authenticator verification and SMS

ZendeskMSP ProcessMSP Process inside Zendesk

Your Zendesk requests.
Less everyday work.

Luke F.

Northwind Dental

00:45
  1. 00:00

    Inbound ticket #ZEN-9132

    Mike T., Northwind Dental

  2. 00:09

    Zendesk webhook fires

    MSP Process picks up the event

  3. 00:18

    Authenticator push sent

    A check on the registered device

    Microsoft Authenticator

  4. 00:27

    Client approval receivedOK

    Biometric approval, iPhone 15

  5. 00:45

    +2 stepsReady for your teamOK

Bring AI automation to your team's Zendesk work with ticket sync, agent group routing, custom field mapping and live webhooks.

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Ticket sync
Bi-dir
Group routing
Agent
Field mapping
Custom
Zendesk

MSP Process + Zendesk

Connect MSP Process with Zendesk Support to put AI automation to work alongside the ticket fields and agent groups your team already uses.

Tickets kept in sync
Your inbound and outbound Zendesk tickets sync in real time, keeping updates flowing in both directions as your team works.
Your existing agent groups
Route tickets through your existing Zendesk agent groups, so requests reach your team using the groups you've already set up.
Your custom field mapping
Put the results of each identity check into the exact Zendesk custom fields your team already uses.
Tags for your workflows
Structured tags carry the identity check history into Zendesk, giving your ticket automation that information to work with.
Actions as events arrive
Zendesk webhooks trigger MSP Process actions in real time, connecting new ticket events with the work that follows.
Context on each ticket
A private comment brings the identity check history into every Zendesk ticket, where your team can read it.

GET SET UP

Connect your tools.
Put them to work.

Four steps connect your tools and bring results back to Zendesk, with most MSPs up and running the same day.

  1. Connect your Zendesk account

    Connect Zendesk through OAuth, with access scoped to the ticket and user tables needed for the integration.

  2. Bring ticket events across

    Zendesk webhooks send new ticket events to MSP Process in real time, ready for the next action.

  3. Check before taking action

    MSP Process checks the caller's identity before any privileged action on a Zendesk ticket, keeping that step within the workflow.

  4. Bring the result back

    MSP Process writes the check history back to the Zendesk ticket as a private comment for your team.

WHAT YOU LEAVE WITH

Your team's everyday tools.
More connected work.

Bring ticket events, routing and updates together inside Zendesk, so your team can handle requests in the tools they already use.

Without MSP Process

Zendesk without verified intake.

Unknown caller

Says: Luke F., Northwind Dental

  1. 01

    Support ticket opened, requester field is the email sender.

  2. 02

    Agent group routing fires on an unverified caller.

  3. 03

    Privileged action requested through Zendesk

    no identity check.

  4. 04

    Audit chain shows the agent's note, not who actually called.

With MSP Process

Zendesk with MSP Process.

Unknown caller

Says: Luke F., Northwind Dental

  1. 01

    Zendesk ticket auto-created with verified caller as the…

    requester.

  2. 02

    Agent group routing AND MFA-gating both apply at intake.

  3. 03

    Privileged actions only run after Authenticator push…

    approval.

    Microsoft Authenticator

  4. 04

    Audit chain, caller, method, device, time, written to…

    the ticket.

LET'S TALK AUTOMATION

Your Zendesk workflows.
Ready for more.

Connect and bring AI automation into your Zendesk workflows, with ticket updates and routing inside the tools your team uses.

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Bring us the process you most want to stop doing by hand.