# MSP Process
https://mspprocess.com/
FOR THE MODERN MSP Your AI-powered service desk. Built for MSPs. Verify every user. Triage every request. Route every ticket, across every channel, without a tech lifting a finger. Identity at every step Native to your PSA Based on the product AI VoiceAssist Teams, SMS, WhatsApp, and client portal Triggr Now part of MSP Process Verified. Connected. Documented. Trusted by 1,000+ MSPs and IT teams. New Charter Ntiva All Covered David Allen S1 Technology iTeam In-Telecom First Focus Century Solutions Group Read their stories AI VoiceAssist Every call. Already answered. Answer Verify Capture Ticket triage Every request. Already understood. Classify Add context Dispatch review My VPN won’t connect. Type Subtype Priority Status AI CallScribe Every conversation. Already documented. Call Capture PSA Summary, analysis, time entry, notes, recording, transcript ONE TICKET, ONE STORY One request. Watch your pod work. Your pod is the MSP Process workspace your techs work in. Seven stages, one new user. Pick a stage or let it play. Receive Start anywhere. A new starter, one request. Client Portal AI VoiceAssist SMS and more New request Please set up Jamie Patel before the 16th. Verify Verify first. Prove who is asking first. End User Verification Two-way trust End-User Verification Push approved on Alex's phone Audit saved to ticket #1042 Triage Triage, handled. AI reads it. Your team approves. AI classification Your team routes AI ticketing triage Please set up Jamie Patel before the 16th. Everything needed is present. Schedule Book the setup call. Book from your PSA. ScheduleAssist PSA calendar invites ScheduleAssist CallScribe Capture the conversation. Call your client. Keep the notes. AI CallScribe Notes and transcript AI CallScribe Jamie needs Microsoft 365 and access to the Design group. Jordan calls Alex about the new user setup. Triggr Approve once. Triggr runs. A human approves. Triggr provisions and records. Triggr Core Verified requester Triggr Core run Complete Close the loop. Jamie is in. The ticket closes itself. PSA writeback Connected history Ticket #1042 timeline Ticket #1042 closed by Triggr THE FULL STACK Every capability. Shown in context. Pick a capability. Explore it in context. Protect identities End User Verification Confirm the person behind the support request. Authenticator Duo Teams SMS Email WhatsApp Client portal Technician Verification Let clients prove it really is your technician. Reverse verification Live matching code Branded verification PSA audit AI Voice Verification Confirm caller identity within the call. Caller matching In-call MFA Verified ticket Audit record Secure Data Sharing Send sensitive data through verified, expiring links. Passwords and files Credential bundles One-time links Access history Password Reset Verified resets through AI voice or the technician pod. Active Directory Microsoft 365 Single-use delivery PSA documentation Password Rotation Rotate credentials and update your documentation tools. AD, M365 and local Scheduled or on-demand IT Glue and Hudu MSP Process Vault Connect every channel AI VoiceAssist An AI service desk that answers, verifies and captures. Inbound answering Password resets Appointment booking Transcripts and time entries Client Portal and Mobile App Your branded home for every client interaction. Tickets and templates Knowledge base Invoices and statements Chat and verification Teams Chat Ticketing Support that stays inside Microsoft Teams. Branded Teams app AI responses PSA replies Automatic time entries SMS / MMS Ticketing Two-way client conversations inside the ticket. Business number Photos and attachments Ticket creation Two-way PSA sync WhatsApp Messaging Bring WhatsApp conversations into your service desk. Business messaging Photos and documents Verification PSA conversation history Live Website Chat Capture support requests and sales conversations. Pre-chat questions Agent paging After-hours capture PSA and CRM context Mobile Tech App Your technicians’ workspace in the field. Voice-to-ticket Tickets and schedule Chat, SMS and on-call Mileage and expenses AI ChatAssist Chat intake, verification and appointment booking. Portal Teams WhatsApp Scheduling Accelerate service AI ticketing triage Turn incoming requests into dispatch-ready context. Type Subtype Priority Status ScheduleAssist Coordinate the next conversation from inside the pod. Send link / Book now Round robin PSA calendar invites Voice and chat booking AI CallScribe Make outbound calls. Capture the work automatically. Summary, analysis Time entry, note-taking Recording Transcript Quick Ticketing Capture the extra work while your tech is still there. Voice dictation Teams, SMS and portal AI-extracted fields PSA confirmation On-Call Scheduling Coordinate coverage, paging, and escalation. Rotations and overrides Severity-based rules Retry and escalation Verified handoff Incident Response Give the responding tech the full incident context. Mobile acknowledgment Caller and asset context Multichannel paging Escalation history Automation Bots Turn PSA events into the right notifications. Ticket lifecycle Schedule changes Custom conditions Delivery and fallback Outbound Notifications Keep clients and technicians informed. Teams and SMS Email and voice Event-driven sends Delivery tracking SMS Broadcast One update for everyone affected. PSA contact groups Outage and maintenance Saved templates Replies and delivery status Automate with Triggr Triggr Core Ready-made automation for repeat service-desk work. 41 catalog workflows Guided setup Client overrides Approvals and self-service Core Configuration Set your defaults. Adapt to each client. Form fields Execution settings Client mappings Approval routing Core Reporting Run and schedule the reports clients need. License reports Scheduled email Recipient and timezone Saved reports and CSV Studio Workflow Designer Connect your systems with your own logic. Conditions and loops Manual and cron triggers Forms and webhooks History and debugging Forms and Internal Apps Turn the right information into the right action. Branded forms Microsoft sign-in Client selection Connected apps Studio Client Portal One branded home for available forms and apps. Signed-in users Relevant requests Client apps Workflow entry points Operations Monitoring See the work running and the work waiting. Pending approvals Manual tasks Execution status Recent activity Reporting Decks Turn connected data into client conversations. AI-assisted slides Client reporting Theme controls Present and export MCP Access Build and inspect Studio through compatible AI tools. Forms and workflows Internal apps Execution details Full or scoped access Hawk Find automation opportunities in your ticket history. 90-day ticket review Read-only PSA access Opportunity ranking Estimated time savings Done-for-you Services Add expert delivery to your Studio platform. Discover and scope Build and test Review and approve Run and maintain PART OF THE FAMILY triggr Your automation. Now part of the process. Verify Act Record Triggr Core Ready-made. Ready to run. Prebuilt level-one automations Triggr Studio Your workflows. Your way. Custom workflows, forms and internal apps REQUEST TO FINISHED WORK Follow the work all the way through. User Offboarding Request Verified requester. HR or the client manager. Dispatcher approves Jordan Lee approves in the ticket Disable sign-in Entra sign-in blocked Revoke sessions and MFA Every session signed out, MFA reset Reclaim the M365 license Pax8 seat returned Forward mail, shared mailbox Mail forwarded, mailbox converted Remove groups, move OneDrive Access removed, OneDrive handed over Close the ticket PSA ticket closed, audit written Hawk Finds automation in your ticket history Done-for-you delivery Our team builds your first automations WORKS WHERE YOU WORK Your stack. Now more connected. ConnectWise PSA Datto Autotask HaloPSA Syncro Kaseya BMS SuperOps Freshservice ServiceNow IT Glue Hudu Lexful Microsoft Teams Microsoft Authenticator Duo Active Directory Microsoft Entra ID Zendesk Rewst Explore all integrations MAKE EVERY INTERACTION COUNT Your next chapter. One process away. A personal walkthrough. Built around your service desk. See it with your team LET'S TALK AUTOMATION See MSP Process in action. Book a demo with our team. We'll walk through the platform and answer your questions. Choose a time for your demo. Explore MSP Process in a sample environment. No customer data or PSA connection needed.
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# About Us
https://mspprocess.com/about-us/
Your everyday requests. Our everyday work. We bring AI automation to your MSP on every channel your clients use, helping your team answer, resolve and automate everyday requests. Founded by a 15-year MSP operator, MSP Process brings experience from running a service desk to the work your team handles today. Your team's day. Our reason to build. We build around the requests your team handles and the experience your clients have when they come to you for help. More room for service We built MSP Process to help your team handle everyday requests across every channel, with more time for the work that needs their attention. Experience behind the work We bring our experience as MSP operators to your team's challenges, working with you to build tools we'd have wanted in our own business. Experience in the channel. Experience put to work. From running an MSP to founding Backup Radar, building MSP Process and bringing Triggr into the family, we've kept your team's daily work at the centre. Patrick Leonard starts in service In 2000, more than two decades before MSP Process existed, Patrick Leonard was running a managed services practice and handling the work your team knows. A gap in backup reporting In 2014, after fifteen years operating an MSP, Patrick founded Backup Radar to address a gap in backup protection and reporting. Today, thousands of MSPs around the world rely on it to help them handle that work. A closer look at requests In 2021, Patrick saw a need to help service desks establish who they were speaking with before handling sensitive requests. Better communication with your clients In 2021, following a successful exit from Backup Radar, Patrick launched MSP Process to improve communication and security between MSPs and their clients. We filed a patent in year one as we began building the platform around that work. Conversations that shaped the product In 2022, we attended our first IT Nation and began bringing MSPs onto the platform to support their service desks. Those conversations shaped our early product decisions and introduced us to the customers who began putting MSP Process to work. Automation across your clients' channels In 2026, MSP Process serves 1000+ MSPs and IT Teams across 22 countries, bringing AI Voice and automation to your clients' channels. We connect with your PSA (professional services automation) and remote monitoring and management tools, including ConnectWise PSA, Datto Autotask, HaloPSA, Kaseya BMS, SuperOps, and Syncro. Triggr joins MSP Process In 2026, we acquired Triggr, bringing Triggr Core, Triggr Studio and Triggr OS into the platform. Verified users, automated work and a faster service experience, now under one roof. People who know service. People who build for it. Our team brings experience running MSPs, growing software businesses and building products for the work your service desk handles every day. Patrick Leonard Our founder and chief executive, Patrick brings over 20 years in MSP and IT services, including 15 years running his own MSP before founding Backup Radar. Greg Celmainis Our chief operating officer and managing partner, Greg Celmainis brings experience founding technology companies, growing software businesses and supporting founders as an investor and advisor. Chris Reid Our vice president of product, Chris Reid brings over 15 years in Product Management, leading our engineering and product teams around the problems your MSP faces. Your work comes first. Our principles follow through. We build for the work your team handles, with practical experience behind our decisions and clear commitments about your data. Care before each action We build security into the start of your workflows, so your team can handle requests with the right checks in place. Built by MSP operators Every product manager, engineer, and founder has either run an MSP or worked deep inside one. New approaches to real work We build new approaches where your team needs them, starting with patent-pending Reverse Technician Verification for your clients' confidence in who's helping. Your data stays yours We never sell your data, train models on it or hand it to third parties, keeping your ownership at the centre of our commitments. Put to work. Trusted in daily service. 1000+ MSPs and IT teams 22 Countries 20M+ Identity checks completed $11M+ Savings delivered Bring us your process. See what comes next. Book a demo and tell us about an everyday request your team handles by hand. We'll show a representative workflow and discuss how MSP Process fits your team's work. No customer records are needed.
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# AI Assist ROI Calculator
https://mspprocess.com/ai-assist-roi-calculator/
Your service desk. Your potential savings. Explore what MSP Process could save your team with AI automation on every channel your clients use. Adjust the model using 2026 industry benchmarks and the median across our 1000+ active accounts, with the assumptions explained below. MSP clients Average users per client Tickets per user per month After-hours ticket percentage % Average minutes per ticket min Technician fully-loaded hourly cost $/hr Service-desk technicians AI VoiceAssist Handle password-reset calls automatically and save your team time on every ticket. End User Verification Support for your insurance requirements, audit preparation and breach prevention. AI Triage Give your team back 22 hrs/week of dispatcher time per 100 clients. ScheduleAssist Give each technician back 2 hrs/week with booking links your clients can use themselves. Channel unification Bring text messages (SMS), Teams and Portal together for 12% faster resolution. Reseller revenue Model 40% client adoption with 80% margin. AI VoiceAssist labor savings We model ~12% of inbound voice tickets handled automatically, including password resets, multifactor authentication resets and status checks, with after-hours work weighted 1.6× for overtime and on-call costs. We also model 4.5 hours saved per technician each week through voice-to-ticket dictation, queue routing and caller context that removes the “who am I talking to” cycle. End User Verification We model $12,400/client/year from insurance savings averaging 8% of a $24K policy, audit preparation time saved and breach-prevention value spread over time. For breach prevention, we use Verizon's Data Breach Investigations Report: $4.45M average breach cost ÷ 1-in-360 MSP-attributable rate. AI Triage We model 22 dispatcher hours/week recovered per 100 clients through ticket categorization, service-level agreement assignment and initial routing, scaling with your client count. We use a time-and-motion study across 6 MSP Process accounts, September 2025, as the source for this estimate. ScheduleAssist We model 2 hours saved per technician per week across scheduling coordination, onsite visits, follow-ups, recurring maintenance windows and training sessions. Your technician sends a booking link, your client picks a slot and the calendar invitation follows, with savings scaling by technician count. Your channels, brought together We model a 12% reduction in resolution time when SMS, Teams, Portal and email share context in your PSA (professional services automation) queue. We apply this to remaining tickets, using the Service Desk Institute 2025 benchmark as the source for the estimate. Reseller revenue (when enabled) We model 40% of your existing clients adopting white-labeled AI VoiceAssist within year 1, using the typical adoption rate for established MSP and small-business relationships. We count $1,678 per adopted client per month as new monthly recurring revenue after Growth tier wholesale cost, with existing revenue kept separate. Your team's numbers. Your business case. Bring your client count, technician roster and recent ticket volume to a call. We'll put your numbers into the model together and build a business case you can take to your finance team.
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# AI Voice Verification
https://mspprocess.com/ai-voice-verification/
Your callers verified. Your team ready. Your clients verify through Authenticator, Duo, SMS, or Microsoft Teams before ticket creation, giving your team proof before password resets or sensitive actions. A caller pretending to be someone else must complete the same verification before their request reaches your team. Give your team proof. Keep support moving. AI Voice Verification records identity proof in your PSA (professional services automation), giving your team a clear starting point for each request. A caller saying "this is the CEO" can leave your technician with 30 seconds to decide whom to trust. Proof before sensitive requests Voice was the #1 MSP attack vector, with 80% of confirmed MSP service-desk breaches in 2024 starting with a voice call. A shared standard for callers We replace "I'll trust them this once" with a consistent process: the platform requests proof, your caller provides it, and the ticket records both. A record your team shares Each verification step adds a tamper-evident audit row to your ticket, giving reviewers evidence beyond "the caller sounded right". Proof for compliance reviews AI Voice Verification records cryptographic proof before privileged actions, giving your team evidence mapped to the framework controls. From the first ring. To a verified ticket. Each inbound call moves through five automated stages, bringing caller verification into the ticket flow your team already handles. Your support line answered Your client calls your support line and gets a live answer in < 1 ring, 24/7, across every queue and overflow path. Your caller's roster match In 8s, we match the caller's number against your PSA contact roster and greet them by name, before asking for proof. Proof from their device Identity Gate takes 2.1s median: your caller approves through Authenticator, Duo, SMS Secure Link, or Teams on a device cryptographically tied to their identity. Your verified ticket opened We automatically open your PSA ticket with the caller, their request and verification proof attached before your technician sees it. Your verification record attached We record the method, device fingerprint and timestamps in a structured, tamper-evident audit row mapped to CMMC, HIPAA, and SOC 2 controls. Familiar ways to verify. Proof in your ticket. We select the verification method from your caller's contact profile, using their existing identity setup without extra apps or new logins. Verify with Microsoft Authenticator Your caller receives a Microsoft Authenticator push on their enrolled device and approves with FaceID / fingerprint, the default for tenants using Entra ID. Verify with Duo Push Your caller approves through Cisco Duo on their registered phone, with an optional number-match challenge for added verification. SMS Secure Link Your caller receives a brandable, single-use, time-boxed link on their verified mobile and taps to confirm identity during the call. Verify within Microsoft Teams Your caller receives a verification challenge in Microsoft Teams and approves it there, keeping the check inside an app they already use. Bring your support process. See verification at work. In a walkthrough, we'll show AI Voice Verification in a sample PSA environment and walk through a verified call. You'll see the caller complete verification and the audit row on the sample ticket.
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# Introducing AI VoiceAssist
https://mspprocess.com/ai-voiceassistant-for-msps/
AI VoiceAssist. Your client calls, handled. When a client calls about an issue, AI VoiceAssist answers, captures the details and creates a support ticket for your team. Continue reading What an after-hours AI voice agent actually sounds like in production The math: how AI triage redistributes one full-time tech worth of work Your service desk. More time for clients. Book a call with a solutions engineer who came out of an MSP service desk. Bring your stack, and we'll model the impact with your numbers for a verified service desk after a proof of concept.
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# Automation Bots
https://mspprocess.com/automation-bots/
Everyday updates. Less everyday chasing. Automation Bots connect to your PSA (professional services automation) to handle updates for your team and clients as work changes. Bring AI automation to your MSP across every channel your clients use, including SMS, Teams, Slack, email and voice. Your everyday events. Your team's preferred channels. Automation Bots bring assignments, status changes and schedule updates from your PSA to the channels your team and clients already use. Updates throughout each ticket When a ticket is created, assigned, changed, resolved or reopened, Automation Bots send the update to the people who need it. Changes to your schedule When you add, remove or change a technician's schedule, affected team members and clients receive updates on their usual channels. Reminders around scheduled work Send reminders before scheduled work and escalate overdue tickets without a status change before your service level agreement deadline passes. Updates across your channels Send the same event through SMS, Teams, Slack, email and voice together, reaching your technicians and clients where they respond. Rules around your work Choose your conditions and recipients by board, priority, client, technician, custom fields or time of day, without writing code. A record of delivery Each notification has a delivery record, and failed deliveries automatically move to your fallback channel so your team can follow up. From ticket to notification. From notification to record. Six steps take an event from your PSA through matching, delivery and logging, with sub-three-second end-to-end handling. Your event comes in Automation Bots pick up assignments, status changes, schedule shifts and overdue triggers as they happen in your PSA. Your rules match Your rules determine which events send notifications, who receives them, which channels they use and when each message goes out. Your recipients are found Automation Bots find the technicians, clients and managers in your PSA records, so you don't maintain a separate contact list. Your channels are chosen Notifications go through SMS, Teams, Slack, email or voice, with the option to use every channel at once. Your update goes out Each branded message brings the ticket number, status, links to your PSA and custom fields into the recipient's chosen channel. Your delivery is recorded Each send is logged against the source ticket, and failed deliveries move automatically to the fallback channel you've chosen. Channels your clients use. Updates they can act on. Automation Bots send updates to each person's preferred channel and move to a fallback automatically when a delivery fails. Updates in Microsoft Teams Bring ticket context and an accept button into Microsoft Teams direct messages, with channel posts to keep your wider team informed. Updates through SMS / MMS Send instant text updates, bring two-way replies back into the ticket and use MMS when the conversation needs screenshots. Ticket updates in Slack Send a Slack direct message or channel post with rich formatting, a ticket link, status badge and action buttons. Email with your branding Use templates branded for each client for non-urgent updates, with reply handling and delivery tuning built into the email channel. AI voice escalation When other channels fail or nobody accepts, AI places a voice call with the ticket details and a prompt to accept. Your existing PSA. Connected to your channels. ConnectWise Datto Autotask HaloPSA ServiceNow SuperOps Syncro Zendesk Freshworks Microsoft Authenticator Duo Microsoft Teams Rewst Less chasing for updates. More time for service. 74% Fewer missed PSA events From buried-email to read-and-acknowledged on the channel each tech actually uses. 4.6× Faster first response SMS + Teams beats email by 4 to 8 minutes per assignment. 68% Fewer missed service level agreement deadlines Pre-breach escalation reaches a human on the right channel before the timer hits zero. 100% Recorded notification delivery Every send logged, failures auto-escalated to the fallback channel, audit row attached. Your team's everyday updates. Ready to put to work. Book a demo, and we'll show how one representative PSA event type can notify sample channels. Together, we'll trace the notification flow so you can see how it works.
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# Blog
https://mspprocess.com/blog/
Practical reading. Everyday automation. Explore AI automation for MSPs on every channel your clients use, with AI Voice walkthroughs, deployment playbooks and customer case studies. Patrick Leonard and the MSP Process team share practical guidance to help your team put automation to work. Latest from the field. Which helpdesk systems reduce the risk of phishing and impersonation attacks? A vendor-neutral guide to five capabilities that reduce helpdesk phishing and impersonation risk, and how the main categories of helpdesk systems compare. Zero-trust helpdesk identity verification: the practical model The IT helpdesk is now the most-attacked identity boundary. A complete, framework-aligned model, phishing-resistant MFA, contextual risk, least privilege, and auditability, for verifying who is really on the other end. Why helpdesk vishing replaced phishing as the #1 ransomware vector An anatomy of the modern attack chain, how three Fortune 500 breaches in 18 months started with a single phone call to an unverified IT helpdesk. What an after-hours AI voice agent actually sounds like in production We pulled six real call transcripts from MSPs running AI Voice in production. The patterns, and the moments where humans still need to step in. The one-FTE math: how AI Triage actually recovers 22 hours a week A breakdown of where the dispatcher's hours go, and how AI Triage gives most of them back without compromising the client experience. Patrick Leonard on building Backup Radar, and what he changed for MSP Process An interview with our founder on the lessons from running a 15-year MSP, building one category-defining product, and starting over for the channel's next problem. How to wire MSP Process into ConnectWise without breaking your dispatcher's workflow A pragmatic deployment guide for MSPs running ConnectWise PSA, what to enable on day one, what to roll out in week two, and the change-management pitfalls. In-call MFA vs deepfakes, what actually catches the modern attacker Deepfake voice cloning is now consumer-grade. Here is how Authenticator and Duo push challenges inside the call defeat the attack, and where the gaps still are. From 8 to 14 clients without a hire, a case study An anonymized walk-through of an East Coast MSP that ran our automation playbook for 90 days. Numbers, hours saved, dollars retained. Eliminating technician impersonation: why end-user controlled verification is the only… Attackers are impersonating MSP technicians to trick end users into granting access. End-user controlled verification removes the attacker from the loop. Introducing AI VoiceAssist: voice-powered automation for MSP support An intelligent voice assistant that answers client calls, captures issue details, and automatically creates support tickets, 24/7. Halo PSA End User Verification, set up in under five minutes Verify users via SMS, email, or voice call with codes automatically logged to the ticket. Halo custom tab features, bulk opt-in, full audit trail. Microsoft Authenticator now supported for end-user verification Verify users through the Microsoft Authenticator app most clients already have installed. No new app required, push notifications to enrolled devices. DUO Security support for end-user verification Native integration with Cisco Duo. Technicians push a verification request and users approve through the DUO app they already have installed. Why SMS reigns supreme for service desk communication 98%+ open rates, faster response times than email or voice, and integrated SMS that lives inside your PSA, not on technician phones. Mastering end-user verification: security and trust in a digital age Seven reasons end-user verification is essential for MSPs, from breach prevention and compliance audits to scaling secure remote work. Your everyday work. Automation put to work. In a demo, we'll show AI Voice handling a call, capturing the issue and creating a support ticket. You'll also see the dispatcher view and the SOC 2 evidence export, with real numbers to talk through together.
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# MSP Process Acquires Triggr, Expanding Its Automation Platform for MSPs
https://mspprocess.com/blog/msp-process-acquires-triggr/
MSP Process acquires Triggr. Acquisition adds predictive intelligent service-desk automation and workflow orchestration to MSP Process’s growing platform. See Triggr inside MSP Process. Bring us a process. Book a demo and tell us about an everyday request your team handles by hand. We’ll show how the combined platform verifies the user, automates the work and records every step in your PSA.
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# The one-FTE math: how AI Triage actually recovers 22 hours a week
https://mspprocess.com/blog/ai-triage-fte-math/
Everyday dispatch work. More time for clients. See the one-FTE math behind how AI Triage recovers 22 hours a week for your team, with a breakdown of dispatcher time and the client experience. Continue reading What an after-hours AI voice agent actually sounds like in production From 8 to 14 clients without a hire, a case study How to wire MSP Process into ConnectWise without breaking your dispatcher's workflow Your team's time. Your automation possibilities. Bring your systems to a call with a solutions engineer who came out of an MSP service desk. We'll model the impact with your numbers and talk through the process after a proof of concept.
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# What an after-hours AI voice agent actually sounds like in production
https://mspprocess.com/blog/ai-voice-call-transcripts-into-psa/
Your clients call after hours. AI Voice takes the call. We pulled six real call transcripts from MSPs running AI Voice in production to show how those calls unfold. See how AI Voice handles your clients' requests and where your team still needs to step in. Continue reading In-call MFA vs deepfakes, what actually catches the modern attacker The one-FTE math: how AI Triage actually recovers 22 hours a week Why helpdesk vishing replaced phishing as the #1 ransomware vector Your team's everyday work. More automation at work. Bring your stack to a call with a solutions engineer who came out of an MSP service desk. We'll model the impact with your numbers and help you put a verified service desk to work after a proof of concept.
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# How to wire MSP Process into ConnectWise without breaking your dispatcher’s workflow
https://mspprocess.com/blog/connectwise-deployment-guide/
MSP Process with ConnectWise. Your dispatcher's workflow, kept familiar. Bring AI automation to every channel your clients use, with MSP Process connected to your PSA (professional services automation) platform, ConnectWise. This guide covers what to enable on day one, what to roll out in week two, and how to handle changes for your team. Continue reading The one-FTE math: how AI Triage actually recovers 22 hours a week From 8 to 14 clients without a hire, a case study Your service desk. Your next steps. Book a call with a solutions engineer who came out of an MSP service desk, and bring your stack. We'll model the impact with your numbers and talk through getting your service desk set up after a proof of concept.
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# Patrick Leonard on building Backup Radar and starting MSP Process
https://mspprocess.com/blog/founder-interview-patrick-leonard/
Patrick Leonard on Backup Radar. Starting again with MSP Process. Our founder shares lessons from running a 15-year MSP and building Backup Radar, then starting MSP Process to bring AI automation to every channel your clients use. Continue reading From 8 to 14 clients without a hire, a case study The one-FTE math: how AI Triage actually recovers 22 hours a week How to wire MSP Process into ConnectWise without breaking your dispatcher's workflow Your clients' everyday requests. Your team's time back. Book a call with a solutions engineer who came out of an MSP service desk. Bring your systems and your numbers, and we'll model the impact and discuss the next step after a proof of concept.
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# Which helpdesk systems reduce the risk of phishing and impersonation attacks?
https://mspprocess.com/blog/helpdesk-systems-reduce-phishing-and-impersonation/
A verified service desk. Confidence for your clients. Find out which helpdesk systems give your team and clients clear ways to verify who they're working with. Compare the capabilities that reduce phishing and impersonation risk, and see how different service desk systems handle verification. Continue reading Zero-trust helpdesk identity verification: the practical model Why helpdesk vishing replaced phishing as the #1 ransomware vector Your service desk. Verification put to work. We'll help you plan a verified service desk after a proof of concept. Bring the systems your team uses, and we'll model the impact together using your own numbers.
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# From 8 to 14 clients without a hire: a case study
https://mspprocess.com/blog/integritek-8-to-14-techs-case-study/
More clients to support. More room in your day. Follow an anonymized East Coast MSP that grew from 8 to 14 clients without a hire. See the numbers, hours saved and dollars retained after putting our automation playbook to work for 90 days. Continue reading The one-FTE math: how AI Triage actually recovers 22 hours a week Patrick Leonard on building Backup Radar, and what he changed for MSP Process How to wire MSP Process into ConnectWise without breaking your dispatcher's workflow Your team's everyday work. More of it automated. Book a call with a solutions engineer from an MSP service desk to discuss the next step after a proof of concept. Bring your systems and numbers, and we'll model the impact of AI automation across every channel your clients use.
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# In-call MFA vs deepfakes: what actually catches the modern attacker
https://mspprocess.com/blog/mfa-vs-deepfake-vishing/
Your clients' calls. Your team's time. Put AI automation to work for your MSP on every channel your clients use, starting with the calls your team handles. Deepfake voice cloning is now consumer-grade, so we look at Authenticator and Duo push challenges inside the call, including the gaps. Continue reading Why helpdesk vishing replaced phishing as the #1 ransomware vector What an after-hours AI voice agent actually sounds like in production Your everyday requests. Less everyday work. Book a call with a solutions engineer who came out of an MSP service desk. Bring your stack, and we'll model the impact with your numbers for a verified service desk after a proof of concept.
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# Why helpdesk vishing replaced phishing as the #1 ransomware vector
https://mspprocess.com/blog/vishing-ransomware-vector/
Your service desk. Support on every channel. Put AI automation to work for your MSP on every channel your clients use, with helpdesk vishing as the context. See why it replaced phishing as the #1 ransomware vector, and how three Fortune 500 breaches in 18 months started with a single call to an unverified IT helpdesk. Continue reading In-call MFA vs deepfakes, what actually catches the modern attacker What an after-hours AI voice agent actually sounds like in production Your team's everyday work. More of it handled. Book a call with a solutions engineer who came out of an MSP service desk to discuss the next step after a proof of concept. Bring your stack and the process you most want to stop doing by hand, and we'll model the impact with your numbers.
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# Zero-trust helpdesk identity verification: the practical model
https://mspprocess.com/blog/zero-trust-helpdesk-identity-verification/
Your helpdesk, verified. Zero trust in practice. Give your team a practical model for verifying who's asking for help, so your clients' sensitive requests start with an identity check. Attackers target the helpdesk to gain access through the support your team provides to your clients. Continue reading Why helpdesk vishing replaced phishing as the #1 ransomware vector In-call MFA vs deepfakes, what actually catches the modern attacker Verification for your team. Built around your desk. We'll help you plan a verified service desk after a proof of concept. Bring the systems your team uses, and we'll model the impact together using your own numbers.
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# SMS Broadcast
https://mspprocess.com/broadcast-sms/
Every client informed. More time for resolution. With SMS Broadcast, pick a group from your PSA (professional services automation), write one message and reach affected clients within 60 seconds. Inbound ticket volume drops 70 to 90%, giving your team more time to resolve the issue behind "is anyone else seeing M365 down?" SEE IT AT WORK Your outage update. Ready to send. 0 Delivered 42 Queued 0 Tickets prevented M365 outage, maintenance, all clear Northwind Dental, all users 42 contacts 247 clients informed in 47 seconds. 42 delivered 36 inbound tickets prevented, resolution broadcast queued. Keep your clients informed. Keep your team available. An outage can bring 30+ duplicate tickets, 100+ Slack messages and two technicians answering "any update?" while your team works on a fix. SMS Broadcast gives your clients an update together, so your team spends less time answering "is anyone else seeing this?" Updates during service outages When Microsoft 365, Google Workspace or your hosted phone system goes down, send affected clients an update before they call. Notice before planned maintenance Let your clients know about virtual private network (VPN) cutovers, after-hours patching and firewall replacements before the maintenance window begins. An update when resolved When a priority one (P1) ticket closes, send the resolution update so clients know they can return online, with zero "is it fixed?" calls. Clear advice for clients Reach every employee on every client tenant in 60 seconds with advice about phishing, a zero-day patch or a required password change. Updates when locations change Send a direct text to employees when weather closes an office, the headquarters network fails or a building needs evacuation. Follow up with clients Send quarterly health checks, Net Promoter Score (NPS) surveys or renewal reminders to selected groups, with responses synced to ConnectWise or HaloPSA. Choose your clients. Send their update. Built into MSP Process, SMS Broadcast uses your existing contacts, with no separate text messaging vendor or contact list to maintain. Five clicks take you from choosing a group to tracking delivery in sixty seconds, with your PSA as the source of truth. Choose your recipient group Pull live contacts from ConnectWise, HaloPSA, Autotask or ServiceNow, then filter by client, location, contract, role or department. Write your client update Write a message or choose a saved template, then check the 160-char counter, sender name preview and live recipient count. Send to your group Send with one click through Twilio or Click Send infrastructure, with distribution to your selected group in under 60 seconds. Follow each message's delivery Watch the live delivery count and each recipient's status as messages arrive, with failed deliveries retried automatically. Bring replies into tickets When a client replies "I'm still affected", we create a priority two (P2) ticket in the right queue and log it in your PSA. Your service desk. Your existing workflow. SMS Broadcast brings client updates, delivery status and replies into your service desk's workflow, using the contacts your team already maintains. Groups from your PSA Use your existing contacts to choose recipients by client, location, contract or role, without maintaining another distribution list. A familiar sender name Clients see "Your MSP" as the sender, with toll-free verification, Cellular Telecommunications Industry Association (CTIA) compliance and built-in STOP / HELP keyword support. Delivery status by recipient See delivered, failed and undelivered messages, with automatic retries for temporary failures and a final report attached to the originating ticket. Templates for familiar updates Save M365, VPN and network outage messages, maintenance notices and resolution updates, then send in 5 seconds when the same situation returns. Client replies become tickets Replies such as "Still down" or "1 = create ticket" open a P2 in the right queue, starting the service level agreement (SLA) timer. Reach clients across regions Reach clients in 180+ countries through Twilio and Click Send, with local sender numbers available and the same workflow for São Paulo or Sydney. Outage updates in practice. More room for resolution. 87% Reduction in inbound tickets During the outage window 98% Text message read rate vs ~22% on email broadcasts < 60s Average time to reach recipients Group selected → all delivered 3 min Time to get set up First broadcast on day one Bring your client updates. See them at work. In a demo, we'll show how SMS Broadcast sends a sample client update and how delivery details arrive in the representative ticket. Your team can see the workflow from message to record.
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# Client Testimonials
https://mspprocess.com/client-testimonials/
AI automation at work. In their own words. 23 verified reviews from MSPs and IT teams running MSP Process in production. Every quote is real, every reviewer is named, every rating is independently verified. 1000+ MSPs and IT Teams in 22 countries. Patrick and his team have been where we are and know the challenges of supporting thousands of users across the country. They know that to achieve world-class SLAs, you have to meet your customers where they are. In this case, it's on their mobile. MSP Process makes it seamless to integrate SMS with our PSA. Great tool. Hunter Thevis COO S1 Technology The full review. The everyday details. A complete review, quote, rating breakdown, and the categories that matter to operators evaluating MSP automation. Rated 5 out of 5. Overall performance Excellent Likelihood to recommend Definitely Last actively used Current user, last 6 months Reliability Very satisfied Support quality Very satisfied User experience Excellent Deployment to customers Seamless Scalability Highly scalable More service desks. More everyday experiences. Jeff Wilder ★★★★★ We found MSP Process while attending a conference last year. From the very first demo to the implementation, the process was very smooth. We leverage the tool daily not only to validate users for support, but also to communicate with our clients that prefer SMS to email or phone calls. JW President · Century Group Full review → Gary Martin ★★★★★ MSP Process is a fabulous product for any MSP. We integrate with ConnectWise PSA, and it works seamlessly automating a number of our workflows. Patrick and his team are a joy to work with. GM Director · David Allen IT Solutions Full review → Jon Katz ★★★★★ MSP Process has been a game changer overall for The Purple Guys. We leverage MSP Process extensively for End User Verification and more integrated communication with our clients such as SMS and their brandable client portal. JK CTO · The Purple Guys Full review → James Wagner ★★★★★ The need to constantly change, enhance, and improve our internal tools and processes are table stakes as an MSP. With an increase in social engineering and threat attempts at the help desk level, we realized something needed to be done quickly to protect us and our clients against threat actors attempting to come in through that attack vector. JW iTeam Full review → Patrick Williams “ We are new users for this tool and are excited about what it can mean for verification of our users and the adoption of zero trust. I encountered the folks from MSP Process at Can IT conference and was fully blown away by how great they were. PW Alex Wilkins 5.0 ★★★★★ Excellent We use MSP Process primarily for their automation tools to help wrangle the email notifications from various systems. After sitting with the team we were able to eliminate duplicate notifications and set up auto-close tickets for those pesky noise notifications. Having the tools to get email-notifications under control without any fancy API connection to my PSA has been a game changer. Matt Gebhart “ We are very impressed with our partnership with the team at MSP Process. They all have quick communication and follow up to ensure we are getting all of the benefits. Our clients like the "text to communicate" as a faster way to get in touch with them which drives speed to resolve their issues. We have many government clients and the end-user verification is an important step in driving compliance. MG Adam Cochran 5.0 ★★★★★ Excellent MSP Process is a must-add tool for MSPs. The onboarding was fast and easy, and Chris knew every little thing. I have never had a better onboarding experience with any other MSP product. They get you up and running in just one short onboarding session with an awesome client verification process. The ability for clients to self-validate also helped clean up our Autotask information. Delano Collins “ We recently started using this solution to help provide differentiation in an otherwise insecure market. We were surprised to find additional, and very useful functionality in the platform that also helped solve some issues. Look forward to seeing the continued growth of this solution! DC Jacob Morgan 5.0 ★★★★★ Excellent We have been using MSP Process for over a year now, and it's completely transformed the way we support our customers. As an MSP balancing rapid response with solid security has always been a challenge, but this solution nails it. Now we can seamlessly validate our customers with easy push notification to either Teams, Authenticator app, SMS or email. Jennifer Edens “ This solution was easy to implement in our current environment, it's easy to use and intuitive. It definitely helps in the MSP world with the growing threat of bad actors and preventing any breaches from occurring. Our customers like it too! The training and assistance we received setting up this functionality was amazing. JE Danny C. 5.0 ★★★★★ Excellent MSP Process has been nothing short of awesome! Everything from their product, their team and their ideas have impressed us from the start. We were already on the hunt for a solution to address verification of our clients' users but did not find anything that was a good fit. Chris Moore “ MSP Process has been outstanding from the very start. They deliver a level of service and support that is unparalleled in the industry. "White Glove" doesn't even begin to describe the exceptional care they provide. They are unequivocally my go-to partner for all their areas of expertise. The team is not only brilliant but also genuinely invested in your success. CM Patrick Clausen 5.0 ★★★★★ Excellent We signed up with MSP Process in 2024, still working on getting all our customers set up. However, every time I've reached out to Support they have been quick to respond and very helpful. So far very impressed with both the product and with their support. Hayley Carter “ This product is a game changer. The team at MSP Process are so lovely to work with, always such a fun experience, plus they are really hot on industry trends and making sure the features and roadmap reflect what's happening. HC Laine Kohama 5.0 ★★★★★ Excellent From the moment I started testing MSP Process and using their service, everyone really cared about me and if the product would fit what we needed for our customers. They were always available, responded promptly, and they really care about you and your customers. It is about relationships in business, and they are great. Dan Stewart “ From initial contact through onboarding and support after, the whole experience has been mostly pain free. We were thoroughly impressed with what MSP Process had on offer for what we considered a reasonable price point. What it does, it does well, we use the verification processes along with secure data transfer, which has been a key fixture missing from our stack for a long time. DS William McCormack 5.0 ★★★★★ Excellent We have just implemented MSP Process within our HaloPSA environment for User & Tech Verification. The product is great and has filled a missing gap in our systems. The onboarding process was simple and the support from MSP Process has been fantastic. Chris Bacon “ I am relatively new to the product but it is very easy to use and integrate with my PSA. Setup and onboarding took only 30 minutes. I would recommend this product. CB David Hodgson 5.0 ★★★★★ Excellent MSP Process have been great to work with since we partnered with them. They have listened to our feedback about the solution and implemented changes VERY quickly, like within a week the changes we needed were implemented. They have a great roadmap and are actively listening to partners and providing what we need. A great company to work with. Erika Letendre “ 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. EL Austin Riggs 5.0 ★★★★★ Excellent MSP Process is professional, easy-to-use software partnered with an incredible team. Patrick and the entire MSP Process team really make it simple to setup and use the software, and are open to suggestions on how to better the product to help the end user experience. I am thrilled that we partnered with them, and am happy to recommend them any chance we get. ## Recognized across the industry. Awards, certifications, and the audit trail to back them up. Every reviewer above is a real, named operator running MSP Process in production, verified by Channel Program, the independent review platform for MSP software. - 4.9 / 5 · Channel Program - IT Nation 2025 · Most Innovative - Category Leader · 2024 to 2025 - SOC 2 Type II Your team. Your clients. Automation on every channel. Book a demo and see how MSP Process fits your service desk. We'll walk through the platform and answer your questions.
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# Testimonial: Adam Cochran (SBT)
https://mspprocess.com/client-testimonials/adam-cochran/
Easy to get started. Ready to put to work. Reviewed by Adam Cochran, SBT, April 28, 2025 MSP Process is a must-add tool for MSPs. The onboarding was fast and easy, and Chris knew every little thing. I have never had a better onboarding experience with any other MSP product. They get you up and running in just one short onboarding session with an awesome client verification process. The ability for clients to self-validate also helped clean up our Autotask information. Our clients are loving the proactive security we are bringing and educating them on potential voice scams. We did sign up for the AI Voice Assist. We transitioned from an expensive calling service to this product with excellent client feedback on how quick and easy it is. MSP Process is a great value add for SBT. Adam Cochran SBT In Adam Cochran's words. From setup to support. Verbatim answers from Adam Cochran's submission. Overall performance Excellent Likelihood to recommend Definitely Last actively used Presently using Reliability Very satisfied Support quality Very satisfied User experience Excellent Deployment Seamless Scalability Highly scalable Integration Well integrated Pricing satisfaction Satisfied ROI Very satisfied Best vendor aspects Customer Success Support Top 3 strengths Ease of Set Up · Ease of Use · Product Support Adam Cochran's experience. Your team's next step. Book a demo and see how MSP Process fits your service desk. We'll walk through the platform and answer your questions.
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# Testimonial: Alex Wilkins
https://mspprocess.com/client-testimonials/alex-wilkins/
Your email notifications. Less work between them. Reviewed by Alex Wilkins, May 1, 2025 We use MSP Process primarily for their automation tools to help wrangle the email notifications from various systems. After sitting with the team we were able to eliminate duplicate notifications and set up auto-close tickets for those pesky noise notifications. Having the tools to get email-notifications under control without any fancy API connection to my PSA has been a game changer. Alex Wilkins The full review. The everyday details. Verbatim answers from Alex Wilkins's submission. Overall performance Good Likelihood to recommend Definitely Last actively used 6 months, 2 years Reliability Satisfied Support quality Very satisfied User experience Good Deployment Easy Scalability Highly scalable Integration Well integrated Pricing satisfaction Satisfied ROI Very satisfied Best vendor aspects Sales Enablement · White Labeling Top 3 strengths Efficiency · Product Innovation · Return on Investment Automation for your MSP. See what helped Alex Wilkins. Book a demo and see how MSP Process fits your service desk. We'll walk through the platform and answer your questions.
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# Testimonial: Austin Riggs
https://mspprocess.com/client-testimonials/austin-riggs/
Your team's suggestions. A team that listens. Reviewed by Austin Riggs. February 8, 2024 MSP Process is professional, easy-to-use software partnered with an incredible team. Patrick and the entire MSP Process team really make it simple to setup and use the software, and are open to suggestions on how to better the product to help the end user experience. I am thrilled that we partnered with them, and am happy to recommend them any chance we get. Austin Riggs The full review. The everyday experience. Verbatim answers from Austin Riggs's submission. Overall performance Excellent Likelihood to recommend Definitely Last actively used Presently using Reliability Very satisfied Support quality Very satisfied User experience Excellent Deployment Seamless Scalability Highly scalable Integration Seamless integration Pricing satisfaction Very satisfied ROI Very satisfied Best vendor aspects Customer Success · Channel Manager Top 3 strengths Ease of Set Up · Ease of Use · Product Innovation Your clients' everyday requests. AI automation on every channel. Book a demo and see how MSP Process fits your service desk. We'll walk through the platform and answer your questions.
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# Testimonial: Century Group
https://mspprocess.com/client-testimonials/century-group/
Part of their day. Every working day. Reviewed by Jeff Wilder, President, Century Group We found MSP Process while attending a conference last year. From the very first demo to the implementation, the process was very smooth. We leverage the tool daily not only to validate users for support, but also to communicate with our clients that prefer SMS to email or phone calls. The tool has also replaced our email encryption tool to allow us to send secure text and emails for sharing sensitive information. The MSP Process team has been responsive to all our questions and has provided outstanding support any time we have needed it. Lastly, they have been very responsive to our feedback and suggestions. I can't recommend them enough! View this review on Channel Program Jeff Wilder President Their daily experience. Their full review. Verbatim answers from Jeff Wilder's submission. Overall performance Excellent Likelihood to recommend Definitely Last actively used Current user · last 6 months Reliability Very satisfied Support quality Very satisfied User experience Excellent Deployment to customers Seamless Scalability Highly scalable Integration with other tech Seamless integration Pricing satisfaction Very satisfied ROI Very satisfied Best channel program aspect Customer Success Support Top 3 strengths Ease of Set Up · Ease of Use · Product Support Automation for your team. On your clients' channels. Book a demo and see how MSP Process fits your service desk. We'll walk through the platform and answer your questions.
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# Testimonial: Chris Bacon
https://mspprocess.com/client-testimonials/chris-bacon/
Easy to set up. Ready to put to work. Reviewed by Chris Bacon, ConnectWise PSA, June 17, 2024 I am relatively new to the product but it is very easy to use and integrate with my PSA. Setup and onboarding took only 30 minutes. I would recommend this product. Chris Bacon ConnectWise PSA The full review. In Chris Bacon's words. Verbatim answers from Chris Bacon's submission. Overall performance Excellent Likelihood to recommend Likely Last actively used Presently using Reliability Satisfied Support quality Very satisfied User experience Excellent Deployment Seamless Scalability Scalable Integration Well integrated Pricing satisfaction Satisfied ROI Satisfied Best vendor aspects White Labeling Top 3 strengths Ease of Set Up · Efficiency · Product Pricing AI automation for your MSP. On every channel. Book a demo and see how MSP Process fits your service desk. We'll walk through the platform and answer your questions.
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# Testimonial: Chris Moore
https://mspprocess.com/client-testimonials/chris-moore/
Your team's partner. Care beyond the software. Reviewed by Chris Moore, April 23, 2025 MSP Process has been outstanding from the very start. They deliver a level of service and support that is unparalleled in the industry. "White Glove" doesn't even begin to describe the exceptional care they provide. They are unequivocally my go-to partner for all their areas of expertise. The team is not only brilliant but also genuinely invested in your success. The future is incredibly promising, and I am excited to continue growing alongside them. Chris Moore The full review. In Chris Moore's words. Verbatim answers from Chris Moore's submission. Overall performance Excellent Likelihood to recommend Definitely Last actively used Presently using Reliability Very satisfied Support quality Very satisfied User experience Excellent Deployment Seamless Scalability Highly scalable Integration Seamless integration Pricing satisfaction Very satisfied ROI Very satisfied Best vendor aspects Sales Enablement · Customer Success · White Labeling Top 3 strengths Frequency of Updates · Product Innovation · Product Support Your MSP's AI automation. On every channel clients use. Book a demo and see how MSP Process fits your service desk. We'll walk through the platform and answer your questions.
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# Testimonial: Dan Stewart
https://mspprocess.com/client-testimonials/dan-stewart/
A place in your stack. Support for your team. Reviewed by Dan Stewart, HaloPSA, November 14, 2024 From initial contact through onboarding and support after, the whole experience has been mostly pain free. We were thoroughly impressed with what MSP Process had on offer for what we considered a reasonable price point. What it does, it does well, we use the verification processes along with secure data transfer, which has been a key fixture missing from our stack for a long time. Implementation was very straight forward using the provided documentation, then the onboarding meeting was very helpful in getting everything to how we wanted it. Dan Stewart HaloPSA The full review. The everyday details. Verbatim answers from Dan Stewart's submission. Overall performance Excellent Likelihood to recommend Definitely Last actively used Presently using Reliability Very satisfied Support quality Very satisfied User experience Good Deployment Easy Scalability Highly scalable Integration Well integrated Pricing satisfaction Satisfied ROI Satisfied Best vendor aspects Customer Success Support Top 3 strengths Ease of Set Up · Ease of Use · Integrations AI automation for your MSP. On every channel clients use. Book a demo and see how MSP Process fits your service desk. We'll walk through the platform and answer your questions.
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# Testimonial: Danny C.
https://mspprocess.com/client-testimonials/danny-c/
Your AI-powered service desk. Across your clients' channels. Reviewed by Danny C., April 23, 2025 MSP Process has been nothing short of awesome! Everything from their product, their team and their ideas have impressed us from the start. We were already on the hunt for a solution to address verification of our clients' users but did not find anything that was a good fit. The features of MSP Process' product fulfilled what we were looking for and more, in terms of the mutual verification process as well as the integration into our current PSA. Additionally, the AI Voice Agent piqued our interest and is certainly something we are exploring and refining to help our workflow efficiency. Danny C. Danny C.'s experience. The full review. Verbatim answers from Danny C.'s submission. Overall performance Excellent Likelihood to recommend Definitely Last actively used Presently using Reliability Very satisfied Support quality Very satisfied User experience Excellent Deployment Seamless Scalability Highly scalable Integration Seamless integration Pricing satisfaction Very satisfied ROI Very satisfied Best vendor aspects Customer Success · White Labeling · Incentives/MDF/Rebates Top 3 strengths Efficiency · Product Innovation · Scalability Your everyday requests. Your automation at work. Book a demo and see how MSP Process fits your service desk. We'll walk through the platform and answer your questions.
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# Testimonial: David Allen IT Solutions
https://mspprocess.com/client-testimonials/david-allen/
Your everyday workflows. Less everyday work. Reviewed by Gary Martin, Director, David Allen IT Solutions MSP Process is a fabulous product for any MSP. We integrate with ConnectWise PSA, and it works seamlessly automating a number of our workflows. Patrick and his team are a joy to work with. View this review on Channel Program Gary Martin Director The full review. In Gary Martin's words. Verbatim answers from Gary Martin's submission. Overall performance Excellent Likelihood to recommend Definitely Last actively used Current user · last 6 months Reliability Very satisfied Support quality Very satisfied User experience Excellent Deployment to customers Seamless Scalability Highly scalable Integration with other tech Seamless integration Pricing satisfaction Very satisfied ROI Very satisfied Best channel program aspects Customer Success Support · Channel Manager Top 3 strengths Ease of Use · Efficiency · Integrations David Allen IT Solutions. Your automation starts here. Book a demo and see how MSP Process fits your service desk. We'll walk through the platform and answer your questions.
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# Testimonial: David Hodgson
https://mspprocess.com/client-testimonials/david-hodgson/
Your feedback. Changes within a week. Reviewed by David Hodgson, May 20, 2024 MSP Process have been great to work with since we partnered with them. They have listened to our feedback about the solution and implemented changes VERY quickly, like within a week the changes we needed were implemented. They have a great roadmap and are actively listening to partners and providing what we need. A great company to work with. David Hodgson The full review. In David Hodgson's words. Verbatim answers from David Hodgson's submission. Overall performance Excellent Likelihood to recommend Definitely Last actively used Presently using Reliability Very satisfied Support quality Very satisfied User experience Excellent Deployment Satisfactory Scalability Highly scalable Integration Seamless integration Pricing satisfaction Very satisfied ROI Very satisfied Best vendor aspects Sales Enablement · Customer Success Top 3 strengths Ease of Set Up · Ease of Use · Product Innovation AI automation for your MSP. On every channel clients use. Book a demo and see how MSP Process fits your service desk. We'll walk through the platform and answer your questions.
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# Testimonial: Delano Collins
https://mspprocess.com/client-testimonials/delano-collins/
Your clients' requests. AI automation on every channel. Reviewed by Delano Collins, April 24, 2025 We recently started using this solution to help provide differentiation in an otherwise insecure market. We were surprised to find additional, and very useful functionality in the platform that also helped solve some issues. Look forward to seeing the continued growth of this solution! Delano Collins The full review. In Delano Collins's words. Verbatim answers from Delano Collins's submission. Overall performance Excellent Likelihood to recommend Definitely Last actively used Presently using Reliability Very satisfied Support quality Very satisfied User experience Excellent Deployment Easy Scalability Highly scalable Integration Adequate integration Pricing satisfaction Satisfied ROI Satisfied Best vendor aspects Customer Success Support Top 3 strengths Product Innovation · Product Support · Scalability Automation for your team. See it at work. Book a demo and see how MSP Process fits your service desk. We'll walk through the platform and answer your questions.
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# Testimonial: Erika Letendre
https://mspprocess.com/client-testimonials/erika-letendre/
Your everyday requests. AI automation, every channel. Reviewed by Erika Letendre, Quercus, May 14, 2024 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 Quercus The full review. In Erika Letendre's words. Verbatim answers from Erika Letendre's submission. Overall performance Excellent Likelihood to recommend Definitely Last actively used Presently using Reliability Satisfied Support quality Satisfied User experience Good Deployment Seamless Scalability Scalable Integration Well integrated Pricing satisfaction Neither satisfied nor dissatisfied ROI Neither satisfied nor dissatisfied Best vendor aspects Customer Success Support Top 3 strengths Ease of Use · Product Support · Product Training Erika Letendre's experience. Your possibilities with automation. Book a demo and see how MSP Process fits your service desk. We'll walk through the platform and answer your questions.
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# Testimonial: Hayley Carter
https://mspprocess.com/client-testimonials/hayley-carter/
Close to your industry. Easy to work with. Reviewed by Hayley Carter, January 2, 2025 This product is a game changer. The team at MSP Process are so lovely to work with, always such a fun experience, plus they are really hot on industry trends and making sure the features and roadmap reflect what's happening. Hayley Carter Hayley Carter's experience. The full review. Verbatim answers from Hayley Carter's submission. Overall performance Excellent Likelihood to recommend Definitely Last actively used Presently using Reliability Satisfied Support quality Very satisfied User experience Excellent Deployment Seamless Scalability Highly scalable Integration Well integrated Pricing satisfaction Satisfied ROI Satisfied Best vendor aspects Customer Success Support Top 3 strengths Ease of Set Up · Frequency of Updates · Product Support AI automation for your MSP. On every channel clients use. Book a demo and see how MSP Process fits your service desk. We'll walk through the platform and answer your questions.
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# Testimonial: iTeam
https://mspprocess.com/client-testimonials/iteam/
Your team's daily work. The iTeam experience. Reviewed by James Wagner, iTeam The need to constantly change, enhance, and improve our internal tools and processes are table stakes as an MSP. With an increase in social engineering and threat attempts at the help desk level, we realized something needed to be done quickly to protect us and our clients against threat actors attempting to come in through that attack vector. Luckily, we discovered MSP Process. Their application allows us to implement an end user verification system quickly and easily, which helps us ensure that our customers' users are just who they say they are and are not a threat actor impersonating an end user. The MSP Process system is quick and effective. It allows our Support Desk personnel to verify that the end user is a part of a customer organization and that they are who they say they are, so we can confidently work with users and give them access to the systems they require. The application plugs into our ConnectWise PSA instance and streamlines the verification and ticketing process. It's simple, easy to learn, and is low cost for the benefit that it provides. This system has minimal impact on our daily operations and systems while ensuring that we have locked down a possible threat vector that could be exploited by a threat actor seeking to compromise yet another business. MSP Process is a must for any organization that fields end user support calls, in my opinion. View this review on Channel Program James Wagner iTeam The full review. In iTeam's words. Verbatim answers from James Wagner's submission. Overall performance Excellent Likelihood to recommend Definitely Reliability Very satisfied Support quality Very satisfied User experience Excellent Deployment to customers Easy Scalability Scalable Integration with other tech Seamless integration Pricing satisfaction Very satisfied ROI Very satisfied Best channel program aspects Sales Enablement · Customer Success · White Labeling Top 3 strengths Ease of Set Up · Ease of Use · Security AI automation for your MSP. On every channel clients use. Book a demo and see how MSP Process fits your service desk. We'll walk through the platform and answer your questions.
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# Testimonial: Jacob Morgan
https://mspprocess.com/client-testimonials/jacob-morgan/
Your clients' everyday requests. AI automation across every channel. Reviewed by Jacob Morgan. April 24, 2025 We have been using MSP Process for over a year now, and it's completely transformed the way we support our customers. As an MSP balancing rapid response with solid security has always been a challenge, but this solution nails it. Now we can seamlessly validate our customers with easy push notification to either Teams, Authenticator app, SMS or email. We now truly feel support tickets are resolved with greater assurance, and I would highly recommend MSP Process. Jacob Morgan The full review. In Jacob Morgan's words. Verbatim answers from Jacob Morgan's submission. Overall performance Excellent Likelihood to recommend Definitely Last actively used 6 months, 2 years Reliability Very satisfied Support quality Very satisfied User experience Excellent Deployment Seamless Scalability Highly scalable Integration Seamless integration Pricing satisfaction Very satisfied ROI Very satisfied Best vendor aspects Customer Success · White Labeling · Channel Manager Top 3 strengths Ease of Set Up · Integrations · Product Innovation See Jacob Morgan's experience. Explore your team's possibilities. Book a demo and see how MSP Process fits your service desk. We'll walk through the platform and answer your questions.
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# Testimonial: Jennifer Edens
https://mspprocess.com/client-testimonials/jennifer-edens/
Easy to get set up. Intuitive to put to work. Reviewed by Jennifer Edens, April 23, 2025 This solution was easy to implement in our current environment, it's easy to use and intuitive. It definitely helps in the MSP world with the growing threat of bad actors and preventing any breaches from occurring. Our customers like it too! The training and assistance we received setting up this functionality was amazing. Jennifer Edens Jennifer Edens's experience. The full review. Verbatim answers from Jennifer Edens's submission. Overall performance Good Likelihood to recommend Definitely Last actively used Presently using Reliability Satisfied Support quality Very satisfied User experience Good Deployment Easy Scalability Scalable Integration Seamless integration Pricing satisfaction Very satisfied ROI Very satisfied Best vendor aspects Customer Success · White Labeling · Incentives/MDF/Rebates Top 3 strengths Efficiency · Integrations · Added Security AI automation for your MSP. On every channel clients use. Book a demo and see how MSP Process fits your service desk. We'll walk through the platform and answer your questions.
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# Testimonial: Laine Kohama
https://mspprocess.com/client-testimonials/laine-kohama/
Automation for your MSP. People who care. Reviewed by Laine Kohama, November 26, 2024 From the moment I started testing MSP Process and using their service, everyone really cared about me and if the product would fit what we needed for our customers. They were always available, responded promptly, and they really care about you and your customers. It is about relationships in business, and they are great. Laine Kohama The full review. The everyday details. Verbatim answers from Laine Kohama's submission. Overall performance Excellent Likelihood to recommend Definitely Last actively used Demoed Reliability Very satisfied Support quality Very satisfied User experience Excellent Deployment Easy Scalability Scalable Integration Well integrated Pricing satisfaction Satisfied ROI Satisfied Best vendor aspects Customer Success · Channel Manager · Incentives/MDF Top 3 strengths Ease of Set Up · Ease of Use · Efficiency Laine Kohama's experience. Your MSP's next step. Book a demo and see how MSP Process fits your service desk. We'll walk through the platform and answer your questions.
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# Testimonial: Matt Gebhart
https://mspprocess.com/client-testimonials/matt-gebhart/
Your clients' requests. Faster conversations with your team. Reviewed by Matt Gebhart, April 29, 2025 We are very impressed with our partnership with the team at MSP Process. They all have quick communication and follow up to ensure we are getting all of the benefits. Our clients like the "text to communicate" as a faster way to get in touch with them which drives speed to resolve their issues. We have many government clients and the end-user verification is an important step in driving compliance. Soon we will jump in and leverage the AI Voice Assist! Highly recommend this product, and this team! Matt Gebhart The full review. In Matt Gebhart's words. Verbatim answers from Matt Gebhart's submission. Overall performance Excellent Likelihood to recommend Definitely Last actively used Presently using Reliability Very satisfied Support quality Very satisfied User experience Excellent Deployment Seamless Scalability Highly scalable Integration Well integrated Pricing satisfaction Very satisfied ROI Very satisfied Best vendor aspects Customer Success Support Top 3 strengths Ease of Set Up · Ease of Use · Integrations Automation for Matt Gebhart's team. Explore it for yours. Book a demo and see how MSP Process fits your service desk. We'll walk through the platform and answer your questions.
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# Testimonial: Patrick Clausen
https://mspprocess.com/client-testimonials/patrick-clausen/
Quick to respond. Ready to help. Reviewed by Patrick Clausen, April 23, 2025 We signed up with MSP Process in 2024, still working on getting all our customers set up. However, every time I've reached out to Support they have been quick to respond and very helpful. So far very impressed with both the product and with their support. Patrick Clausen The full review. In Patrick Clausen's words. Verbatim answers from Patrick Clausen's submission. Overall performance Good Likelihood to recommend Likely Last actively used Presently using Reliability Satisfied Support quality Very satisfied User experience Satisfactory Deployment Satisfactory Scalability Scalable Integration Well integrated Pricing satisfaction Neither satisfied nor dissatisfied ROI Satisfied Best vendor aspects Sales Enablement · Customer Success · Channel Manager Top 3 strengths Efficiency · Integrations · Product Support Patrick Clausen's experience. Your team's next step. Book a demo and see how MSP Process fits your service desk. We'll walk through the platform and answer your questions.
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# Testimonial: Patrick Williams
https://mspprocess.com/client-testimonials/patrick-williams/
Your clients' everyday requests. AI automation on every channel. Reviewed by Patrick Williams, May 4, 2025 We are new users for this tool and are excited about what it can mean for verification of our users and the adoption of zero trust. I encountered the folks from MSP Process at Can IT conference and was fully blown away by how great they were. Patrick Williams The full review. In Patrick Williams's words. Verbatim answers from Patrick Williams's submission. Overall performance Excellent Likelihood to recommend Definitely Last actively used Presently using Reliability Very satisfied Support quality Very satisfied User experience Excellent Deployment Easy Scalability Scalable Integration Well integrated Pricing satisfaction Satisfied ROI Very satisfied Best vendor aspects Customer Success · White Labeling · Channel Manager Top 3 strengths Ease of Set Up · Ease of Use · Integrations Patrick Williams's experience. Explore your own possibilities. Book a demo and see how MSP Process fits your service desk. We'll walk through the platform and answer your questions.
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# Testimonial: S1 Technology
https://mspprocess.com/client-testimonials/s1-technology/
Supporting thousands of users. On your clients' channels. Reviewed by Hunter Thevis, COO, S1 Technology Patrick and his team have been where we are and know the challenges of supporting thousands of users across the country. They know that to achieve world-class SLAs, you have to meet your customers where they are. In this case, it's on their mobile. MSP Process makes it seamless to integrate SMS with our PSA. Great tool. View this review on Channel Program Hunter Thevis COO The full review. The everyday experience. Verbatim answers from Hunter Thevis's submission. Overall performance Excellent Likelihood to recommend Definitely Last actively used Current user · last 6 months Reliability Very satisfied Support quality Very satisfied User experience Excellent Deployment to customers Seamless Scalability Highly scalable Integration with other tech Seamless integration Pricing satisfaction Very satisfied ROI Very satisfied Best channel program aspect Customer Success Support Top 3 strengths Ease of Set Up · Ease of Use · Product Support At work for their team. Ready for yours. Book a demo and see how MSP Process fits your service desk. We'll walk through the platform and answer your questions.
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# Testimonial: The Purple Guys
https://mspprocess.com/client-testimonials/the-purple-guys/
Your team's everyday work. Automation across your clients' channels. Reviewed by Jon Katz, CTO, The Purple Guys MSP Process has been a game changer overall for The Purple Guys. We leverage MSP Process extensively for End User Verification and more integrated communication with our clients such as SMS and their brandable client portal. The setup has been very quick and easy and we are able to show value immediately to our clients and offer security and peace of mind that we are protecting their business through enhanced verification processes. Jon Katz CTO The full review. The everyday details. Verbatim answers from Jon Katz's submission. Overall performance Excellent Likelihood to recommend Definitely Last actively used Daily Reliability Very satisfied Support quality Very satisfied User experience Excellent Deployment to customers Easy Scalability Scalable Integration with other tech Seamless integration Pricing satisfaction Very satisfied ROI Very satisfied Best channel program aspects Sales Enablement · Customer Success · White Labeling Top 3 strengths Ease of Set Up · Ease of Use · Security The Purple Guys's experience. Your MSP's next step. Book a demo and see how MSP Process fits your service desk. We'll walk through the platform and answer your questions.
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# Testimonial: William McCormack
https://mspprocess.com/client-testimonials/william-mccormack/
Your HaloPSA environment. A gap filled. Reviewed by William McCormack, HaloPSA Partner, June 17, 2024 We have just implemented MSP Process within our HaloPSA environment for User & Tech Verification. The product is great and has filled a missing gap in our systems. The onboarding process was simple and the support from MSP Process has been fantastic. William McCormack HaloPSA Partner The full review. In William McCormack's words. Verbatim answers from William McCormack's submission. Overall performance Excellent Likelihood to recommend Definitely Last actively used Presently using Reliability Very satisfied Support quality Very satisfied User experience Excellent Deployment Easy Scalability Scalable Integration Well integrated Pricing satisfaction Satisfied ROI Satisfied Best vendor aspects Customer Success Support Top 3 strengths Ease of Set Up · Integrations · Product Innovation William McCormack's choice. Explore it for your MSP. Book a demo and see how MSP Process fits your service desk. We'll walk through the platform and answer your questions.
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# How We Compare
https://mspprocess.com/compare/
Your clients' channels. Your team's automation. Put AI automation to work on every channel your clients use, with MSP Process bringing requests into one workflow. Bring together capabilities most MSPs assemble from seven or eight separate vendors, with one audit trail for your team. MSP Process Thread CyberQP Traceless TimeZest PagerDuty / AlertOps CloudRadial / Invarosoft End User Verification (EUV) Yes No Yes Yes No No No Reverse Technician Verification (patent pending) Yes No No No No No No AI Voice Agent (24/7 call handling) Yes Yes No No No No No AI Voice Agent (Identity Verification) (patent pending) Yes No No No No No No Teams Chat Ticketing Yes Yes No No No No Yes Teams Chat Ticketing (Two-Way Identity Verification) Yes No No No No No No SMS / MMS Ticketing (two-way, PSA-synced) Yes No No No No No No WhatsApp Messaging (180+ countries) Yes No No No No No No Live Website Chat Yes Yes No No No No No Branded Client Portal & Mobile App Yes No No No No No Yes AI Ticket Triage & Categorization Yes Yes No No No No No Quick Ticketing (mobile dictation) Yes No No No No No No Voice Time Entries (AI-extracted, billable) Yes No No No No No No Technician Mobile App Yes No No No No No No Password Reset (PSA-native, branded link) Yes No Yes No No No No Automated Privilege Password Rotation Yes No Yes No No No No Secure Data Sharing (single-use links) Yes No No Yes No No No Outbound Notifications (multi-channel) Yes No No No No No No SMS Broadcast (mass client messaging) Yes No No No No No No Calendar / Self-Service Scheduling Yes No No No Yes No No On-Call Scheduling & Escalation Yes No No No No Yes No Core PSA Integrations, ConnectWise, HaloPSA, Autotask Yes Yes Yes Yes Yes No Yes Extended PSA Integrations, Kaseya BMS, SuperOps, Syncro Yes No No No No No No Beyond the headline names. One stack, more ground covered. Your team handles client messages, shared files, time entries and incoming calls, often through separate subscriptions for each task. MSP Process brings that work together, so your team can handle requests in the same workflow with the same audit trail. Secure password & text pushes Single-use, expiring links for credentials, secrets, and sensitive text, branded, logged to the ticket, and verified to the right end user. No more anonymous pwpush.com links pasted in chats. Send sensitive data without a separate vendor. Tax forms, onboarding packets, large attachments, and anything your team would normally route through an encrypted-email or large-file-transfer subscription. Tell every client at once, through the channel they read. Multi-channel outbound notifications and SMS Broadcast cover the "is anyone else seeing M365 down?" job a status-page subscription is meant to handle. Stop paying for a side-channel texting tool. Two-way SMS / MMS that opens, updates, and closes tickets directly inside the PSA, replacing the standalone shared-inbox SMS apps your techs use today. Drop the marketing-site chat plugin. Live website chat that creates verified tickets, instead of a generic chatbot subscription that never makes it into the PSA. After-hours coverage without a separate vendor. A 24/7 AI Voice Agent that verifies the caller, opens the ticket, and triages, replacing the answering service or virtual receptionist most MSPs pay for. Capture time without a second tool. Voice-driven time entries pull billable hours straight into the PSA, replacing the dictation, transcription, and time-capture add-ons techs rely on today. Triage built in, not bolted on. AI categorization, queue routing, and intake summaries, without a separate copilot subscription priced per agent on top of your PSA. Bring your everyday work. See automation at work. We'll help you explore how MSP Process brings your team's work together, replacing an average of 6 to 8 vendor contracts. In a demo, follow a client's text as it opens a ticket, then see how replies update that ticket.
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# MSP Process vs CloudRadial / Invarosoft
https://mspprocess.com/compare/msp-process-vs-cloudradial/
Your clients' everyday requests. Handled across every channel. CloudRadial and Invarosoft offer client portals. MSP Process brings AI automation to your service desk through AI Voice, Teams, SMS, WhatsApp, chat and a client portal. Start with your needs. See what fits. Start with the way your clients ask for help, then compare what each product brings to your team's day. CloudRadial / Invarosoft for your portal CloudRadial / Invarosoft fits when you need a branded client dashboard and already have the other tools your service desk needs. MSP Process across your service desk MSP Process fits when you want your portal, AI Voice, Teams, SMS, WhatsApp and chat together in one client experience. More ways to help. One place to work. 13+ AI Voice, messaging and everyday service desk tasks Your clients' familiar channels. Your team's connected work. Explore how MSP Process connects your client portal with the calls, messages and everyday requests your team already handles. Your portal and mobile app Give your clients a branded portal and mobile app where they can open tickets, reset passwords and share files. Calls and messages, brought together When a client calls about a password reset, AI Voice brings that interaction into the same portal and your PSA, your professional services automation system. Confidence in your team's callbacks With Reverse Technician Verification, your clients can confirm the caller is your technician, a Patent Pending capability unavailable in CloudRadial. Password resets and file sharing Your team can send branded, one-time secure links from the portal, replacing PwPush for work CloudRadial doesn't cover. Your tools, brought together Replace 5+ subscriptions by bringing your portal, voice answering, SMS, identity, scheduling and password push into one platform. Compare the everyday work. See what's included. MSP Process CloudRadial / Invarosoft Branded Client Portal & Mobile App Yes Yes Portal actions tied to verified identity Yes No AI Voice Agent, 24/7 call handling Yes No AI Voice, caller identity verification Yes No End User Verification (EUV) Yes No Reverse Technician Verification Yes No Teams ticketing Yes PARTIAL SMS / MMS ticketing Yes No WhatsApp ticketing Yes No AI Triage & Categorization Yes No Mass SMS Broadcast Yes No On-Call Scheduling & Escalation Yes No Calendar / Self-Service Scheduling Yes PARTIAL Secure Password Reset Yes PARTIAL Secure Data & File Sharing Yes No ## Where CloudRadial / Invarosoft is genuinely strong No comparison page is honest if it pretends a competitor has nothing going for them. Here's the real story. - Mature client-facing dashboards with deep PSA hooks. - A reasonable fit for MSPs whose stack is already complete and only need a polished portal. Start with one client. Bring the others across. Talk through your switch Bring your everyday requests. See automation at work. See MSP Process answer your calls and handle tickets across the channels your clients use. We'll show you how it can replace CloudRadial / Invarosoft and 4+ more tools across your service desk.
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# MSP Process vs CyberQP
https://mspprocess.com/compare/msp-process-vs-cyberqp/
Your clients' everyday requests. Your team's lighter workload. Compare CyberQP with MSP Process for AI automation that handles calls, tickets and everyday work across every channel your clients use. Different tools. Different daily work. Start with the work your team needs help handling, then compare how each product fits your existing service desk. CyberQP for your existing helpdesk CyberQP fits teams focused on caller identity and privileged credentials, with separate tools for ticketing, voice, scheduling and client notifications. MSP Process for everyday automation MSP Process brings AI Voice, ticketing and client communications together when you want to bring work from a half-dozen subscriptions into one platform. More work handled. More room for clients. 15+ AI Voice, ScheduleAssist, Teams ticketing and SMS Broadcast Everyday requests. Less everyday work. Follow a client's call into a ticket, then explore the scheduling, automation and updates your team can put to work. AI Voice for incoming calls A client calls for help, and MSP Process answers, opens the ticket, triages the request and routes it to on-call, 24/7. Teams, SMS, WhatsApp, Portal, Chat Your clients bring requests through voice, Teams, SMS, WhatsApp, your portal, email or chat, with ticketing across the channels they use. Scheduling around your team's day Bring ScheduleAssist into your service desk for client appointments. Use On-Call Scheduling for escalations. AI triage and ticket automation Put automation to work categorizing requests, scoring service level agreements, dispatching tickets and sending notifications as your team handles client work. Client updates with SMS Broadcast When an outage brings more requests, send updates across channels and use SMS Broadcast to keep your clients informed. Your team's requirements. The tools that fit. MSP Process CyberQP End User Verification (every channel) Yes Yes Reverse Technician Verification Yes No AI Voice Agent, 24/7 call handling Yes No AI Voice, caller identity verification Yes No Teams Ticketing (with verified identity) Yes No SMS / MMS two-way ticketing Yes No WhatsApp ticketing (180+ countries) Yes No Branded Client Portal & Mobile App Yes No AI Triage & Categorization Yes No Quick Ticketing (mobile dictation) Yes No Voice Time Entries Yes No On-Call Scheduling & Escalation Yes No Calendar / Self-Service Scheduling Yes No Mass SMS Broadcast Yes No Secure Password Reset (verified, branded) Yes PARTIAL Secure Data & File Sharing Yes No ## Where CyberQP is genuinely strong No comparison page is honest if it pretends a competitor has nothing going for them. Here's the real story. - Mature privileged-access management primitives (vault, just-in-time accounts). - Established within helpdesk-only identity verification workflows. - A reasonable choice if your only need is rotating credentials inside an existing PSA. Your next setup. Help with the switch. Talk through your switch Your everyday service desk. More of it handled. See MSP Process answer a client's call, create the ticket and log the audit trail. We'll walk through the work you handle today with CyberQP and 5+ more tools, so you can compare the fit.
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# MSP Process vs PagerDuty / AlertOps
https://mspprocess.com/compare/msp-process-vs-pagerduty/
Calls answered. Your team supported. Bring AI automation to every channel your clients use with MSP Process, from answering calls to logging work in your PSA (professional services automation). Your team's work. The tools that fit. Start with the work your team needs to handle, then compare dedicated alerting with a platform that also handles calls and tickets. PagerDuty / AlertOps for on-call rotations PagerDuty / AlertOps fits when you need on-call rotations for enterprise-scale alert volumes and already handle your service desk's calls and tickets elsewhere. MSP Process for connected service MSP Process fits when you want AI Voice to answer calls, route urgent requests to on-call and log each interaction against the ticket. More requests handled. More time for clients. 15+ Calls, tickets and client requests Your clients reach out. Your workflows take over. Compare how MSP Process handles the work around an alert, from your client's first message to your team's callback and ticket record. On-call within your service desk Your on-call rotations sit alongside tickets and voice, so your team can handle escalations within the same platform. AI Voice for after-hours calls When your client calls after hours, AI Voice answers and triages the request, then pages your on-call team only when it's urgent. Context for your team's callback Your team can see the page, text and callback against the same ticket as they take on the client's request. Intake across your clients' channels Requests from Teams, SMS, WhatsApp, portal, email and chat are triaged before paging, bringing your clients' conversations into the same process. One record across your tools Your team gets one audit trail across the incident lifecycle, without handing the record between three tools for each request. The tools you need. The details that matter. MSP Process PagerDuty / AlertOps On-Call Scheduling & Escalation Yes Yes Verified Ticketing on every channel Yes No AI Voice Agent, 24/7 call handling Yes No AI Voice, caller identity verification Yes No End User Verification (EUV) Yes No Reverse Technician Verification Yes No Teams ticketing Yes No SMS / MMS ticketing Yes No WhatsApp ticketing Yes No Branded Client Portal & Mobile App Yes No AI Triage & Categorization Yes No Mass SMS Broadcast Yes No Secure Password Reset Yes No Secure Data & File Sharing Yes No Insurance-Ready Audit Trail (full lifecycle) Yes PARTIAL ## Where PagerDuty / AlertOps is genuinely strong No comparison page is honest if it pretends a competitor has nothing going for them. Here's the real story. - Mature on-call rotations and complex escalation policies for large engineering orgs. - Wide library of integrations with monitoring tools. Your on-call setup. We'll help you move. Discuss your move Your calls and tickets. Working together. See MSP Process answer your calls, handle your tickets and log the audit trail as you explore replacing PagerDuty and 4+ more tools.
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# MSP Process vs Thread
https://mspprocess.com/compare/msp-process-vs-thread/
Your clients' everyday requests. More ways to handle them. Thread is a chat-first AI ticketing assistant, while MSP Process brings AI automation to your team across every channel your clients use. Your team's daily work. The fit for your team. Start with the requests your team handles, the channels your clients use and the tools you want to bring together. Thread for tickets in Teams Thread fits when your team needs an AI assistant to draft and update tickets inside Teams, alongside the separate tools you already use. MSP Process for broader automation MSP Process brings AI Voice, Teams, SMS, WhatsApp, Live Chat, Portal and email into one queue, with scheduling and alerting alongside your tickets. More of your day. Together in one place. 13+ Voice, messaging, scheduling and password reset Your team's everyday work. More of it handled. Explore how MSP Process connects client requests, ticket handling and follow-up, with the tools your team uses throughout the day. Client requests across every channel Your team can handle requests through AI Voice, Teams, SMS, WhatsApp, Email, Portal and Live Chat in MSP Process. Your clients' calls with technicians Your clients can confirm that a caller is your technician before granting access, with the check available through MSP Process. AI Voice Agent for calls A client calls after hours, and your 24/7 AI Voice Agent answers, opens the ticket, triages the request and routes it to on-call. Incoming requests and outgoing updates Bring SMS / MMS, WhatsApp in 180+ countries, SMS Broadcast, status notifications and on-call escalation together for your team and clients. Password reset and data sharing Your team shares credentials and sensitive data through branded one-time-use links logged to the ticket, replacing PwPush and encrypted-email subscriptions. On-call rotations and after-hours routing Set your team's on-call rotations, route after-hours tickets to whoever is on duty and escalate automatically when they don't respond. Client appointments through ScheduleAssist Your clients book appointments against your technicians' real availability, directly from the ticket, with ScheduleAssist replacing a separate TimeZest subscription. Incident alerts and client updates Your team can detect, alert and escalate major incidents, with mass SMS notifications, on-call paging and status updates sent automatically from the queue. The tools you need. The details beside them. MSP Process Thread End User Verification (every channel) Yes No Reverse Technician Verification (Patent Pending) Yes No AI Voice Agent, 24/7 call handling Yes PARTIAL AI Voice, caller identity verification Yes No AI Voice Password Reset Agent Native Active Directory & Microsoft 365 passwords Yes No AI Voice Fuzzy Name Matching Yes UNKNOWN AI Voice Time Entries Yes Yes Microsoft Teams ticketing Yes Yes SMS / MMS two-way ticketing Yes No WhatsApp ticketing (180+ countries) Yes No Live Website Chat Yes Yes Branded Client Portal & Mobile App Yes No AI Triage & Categorization Yes Yes SMS Broadcast for Outages / Downtime Yes No On-Call Scheduling & Escalation Yes No Self-Service Calendar Scheduling Yes No In Pod Password Reset Native Active Directory & Microsoft 365 passwords Yes No Automated Privilege Password Rotation Yes No Secure Data & File Sharing Yes No Technician Mobile App: ticketing, messaging, on-call and mileage tracking, AI ticket creation and time entries Yes No Start with one client. Bring the rest across. Talk through your switch Your service desk tools. More work brought together. See MSP Process answer a call, open the ticket and log the audit trail, then explore replacing Thread and 4 to 6 more tools.
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# MSP Process vs TimeZest
https://mspprocess.com/compare/msp-process-vs-timezest/
Your clients' channels. Your team's automation. TimeZest handles calendar booking, while MSP Process brings ScheduleAssist and AI automation to every channel your clients use. Your team's needs. Your platform choice. Start with the work your team needs help handling, from booking appointments to answering calls and bringing requests into tickets. TimeZest for scheduling alone TimeZest fits when you only need scheduling connected to your PSA, your professional services automation system, and your other tools already work for you. MSP Process for connected work MSP Process fits when you want scheduling, voice and ticketing together. Beyond the booking. Across your service desk. 14+ More ways to handle your clients' requests Your everyday requests. More work handled. Bring scheduling, calls and client requests into MSP Process so your team can handle the work around each appointment. ScheduleAssist for your clients' bookings Technicians send calendar meeting invitations directly from the PSA. Clients can use AI voice and AI chat to schedule with technicians. Client context for each session Each scheduled session is tied to an end user, with an audit trail your team can refer to. AI Voice and client channels Your clients can book through Teams, SMS, WhatsApp, voice, your portal or email, with each booking linked to the calendar. More tools brought together Bring scheduling, voice answering, SMS, password push and broadcast into one platform, replacing 5+ standalone subscriptions with one bill. The features side by side. The fit for your team. MSP Process TimeZest Self-Service Calendar Scheduling Yes Yes Booking, verified ticket auto-created Yes No End User Verification on every booking Yes No AI Voice, 24/7 inbound coverage Yes No AI Voice, caller identity verification Yes No Teams ticketing Yes No SMS / MMS ticketing Yes No WhatsApp ticketing Yes No Branded Client Portal & Mobile App Yes No AI Triage & Categorization Yes No Mass SMS Broadcast Yes No Secure Password Reset Yes No Secure Data & File Sharing Yes No Voice Time Entries Yes No ## Where TimeZest is genuinely strong No comparison page is honest if it pretends a competitor has nothing going for them. Here's the real story. - Mature PSA integrations focused on appointment booking. - Lightweight if all you need is a calendar widget on a ticket reply. Your next booking tool. Your existing setup. Discuss your switch Your service desk work. More of it connected. See MSP Process answer calls, handle tickets and record the audit trail, then discuss replacing TimeZest and 4+ more tools.
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# MSP Process vs Traceless
https://mspprocess.com/compare/msp-process-vs-traceless/
Your clients' everyday requests. More of the work handled. Bring AI automation to your MSP on every channel your clients use, with MSP Process handling calls, tickets and everyday service desk work. The work you handle. The tools you need. Start with the work your team needs to handle, then compare a single-purpose tool with a broader service desk platform. Traceless for a single task Traceless fits teams that want a stand-alone identity check during calls and keep their other service desk tools with separate vendors. MSP Process for connected work MSP Process fits teams that want calls, tickets and everyday workflows together, with fewer separate tools to manage across their MSP. More work to handle. More help in place. 17+ additional service desk capabilities Your everyday service desk. More of it connected. Explore how MSP Process brings client channels, call handling and service desk workflows together for the requests your team handles every day. Your clients' choice of channels Your team gets 13+ identity-check methods across Authenticator, Duo, AI Voice, Teams, SMS, WhatsApp, Photo ID, Secure Links, Email, Phone, Client Portal and Live Chat. Reverse Technician Verification (Patent Pending) Your clients can confirm that the caller is your technician before granting access, supporting Zero Trust beyond the initial client identity check. AI Voice Agent A client calls about a password reset, and 24/7 AI Voice answers, checks their identity, opens the ticket, triages it and routes it. Your service desk tools together Bring ticketing, AI triage, automation bots, quick ticketing, voice time entries, on-call, scheduling, secure password reset and secure data sharing into one platform. Your work in the ticket Your team gets a ticket record of each identity-checked action across every channel, while Traceless records only the identity check itself. The tools you use. The detail side by side. MSP Process Traceless End User Verification (every channel) Yes Yes Reverse Technician Verification Yes No AI Voice Agent, 24/7 call handling Yes No AI Voice, caller identity verification Yes No Teams ticketing Yes No SMS / MMS ticketing Yes No WhatsApp ticketing Yes No Live Website Chat Yes No Client Portal & Mobile App Yes No AI Triage & Categorization Yes No On-Call Scheduling & Escalation Yes No Calendar / Self-Service Scheduling Yes No Mass SMS Broadcast Yes No Secure Password Reset Yes No Secure Data & File Sharing Yes No Voice Time Entries Yes No Insurance-Ready Audit Trail Yes PARTIAL ## Where Traceless is genuinely strong No comparison page is honest if it pretends a competitor has nothing going for them. Here's the real story. - Lightweight to deploy if EUV is your only requirement. - Familiar to techs who like a one-button verification overlay. Your next platform. Help getting set up. Talk through your switch Your everyday requests. Ready to put to work. See MSP Process answer calls, handle tickets and record the work, then discuss replacing Traceless and 5+ more tools for your team.
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# DUO Security Support for End User Verification
https://mspprocess.com/duo-security-for-end-user-verification/
DUO Security verification. Your clients' existing app. Your team can use MSP Process to send an end user verification request through DUO Security. Your client approves the request in the DUO app they already have installed, with no new app required. MSP Process, the trusted leader in End User Verification, is excited to announce support for DUO Security. Verify your users quickly with DUO Security if your users already have it installed on their devices. Your users won't need to install a separate app to verify their identity. **Here's how it works.** Technicians initiate a push notification from their PSA or MSP Process app. Users receive push notifications directly to their devices for seamless identity verification. The result is quickly shown in the support ticket and logged securely. This not only enhances security but also keeps workflow interruptions minimal. ### Key benefits - **Enhanced security**, Industry-leading measures safeguard sensitive data and prevent unauthorized access. - **Streamlined workflow**, Swift verification processes keep service desk operations efficient. - **Unified experience**, Consistent authentication across platforms simplifies user experience. - **Client satisfaction**, Clients appreciate the added security and convenience. In essence, DUO Security empowers MSPs to bolster service desk security while maintaining operational efficiency, ultimately ensuring superior service delivery. MORE TO EXPLORE In-call multifactor authentication for verification against deepfakes ConnectWise PSA deployment for MSP Process, your professional services automation setup Your service desk. Verification put to work. Bring your stack to a call with a solutions engineer who came out of an MSP service desk. We'll model the impact with your numbers and help you plan a verified service desk after a proof of concept.
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# Eliminating Technician Impersonation
https://mspprocess.com/eliminating-technician-impersonation-why-end-user-controlled-verification-is-the-only-secure-solution-for-msps/
Your technicians, verified. Your clients, in control. End-user controlled verification gives your clients a way to verify your technicians before granting access, so your team can help with confidence. Attackers impersonate technicians to trick your clients into granting access, and putting verification in your clients' hands removes the attacker from the loop. Continue reading In-call MFA vs deepfakes, what actually catches the modern attacker Why helpdesk vishing replaced phishing as the #1 ransomware vector Your service desk. Ready for verified support. Bring the systems your team uses to a call with a solutions engineer who came out of an MSP service desk. We'll work through the impact together using your own numbers and discuss the next step after a proof of concept.
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# End User Verification
https://mspprocess.com/end-user-id-verification/
Your clients verified. Your team ready. MSP Process confirms who's asking for help across every inbound channel, so your team can handle requests with identity already checked. 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. Verification at the start MSP Process checks who's requesting support before work begins in your PSA, your professional services automation system. 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. 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. Approval before any action Your team proceeds only after the caller completes verification, keeping the identity check separate from the conversation about their request. A record with every ticket Your team gets each verification challenge and response timestamped on the ticket, ready to review alongside the support work. FOLLOW ONE REQUEST 1 Your caller gets an answer Alpha greets your caller and captures the intent of their request, with intake shown as <3s. 2 Your caller's directory match Alpha matches the caller's identity against your tenant directory, with Sarah K. confirmed in this example. 3 Approval on your client's device Your client receives an Authenticator MFA push with biometric approval and a 60s expiry during the call. 4 Your 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. 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. 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. Erika Letendre End-User Verification customer 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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# Mastering End User Verification
https://mspprocess.com/end-user-verification/
Verify your clients. Keep support moving. End-user verification helps your team confirm who they're helping, keep the service desk running efficiently and build your clients' trust. Social engineering relies on impersonation, so verification helps your team check who is making the request. Continue reading In-call MFA vs deepfakes, what actually catches the modern attacker Why helpdesk vishing replaced phishing as the #1 ransomware vector Your service desk. Ready to verify. Start with a call with a solutions engineer who came out of an MSP service desk. Bring the systems your team uses, and we'll model the impact together using your own numbers for a proof of concept.
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# Financial Services
https://mspprocess.com/financial-services/
Your financial services clients. Their everyday requests, handled. MSP Process brings AI automation to your MSP, answering requests and helping your team resolve them on every channel your financial services clients use. Your team's everyday work. More room to handle it. Bring us the requests your team handles for banks, registered investment advisers and fintech clients in 2026. We'll help you work through where automation fits. "This is the CFO, push the wire." Bring us your transfer approval process and the exceptions your team has handled over the past 24 months. Password resets for your clients When a portfolio manager calls about a locked order management system account, your team needs the request and account details together. Help with unexpected authentication prompts A client facing repeated multifactor authentication prompts at 11pm needs a clear way to bring the request to your team. Requests through Teams and Zoom Impersonation can put funds in three overseas shell accounts, and a Hong Kong deepfake call involving synthetic "executive" participants led to $25M being wired. ## An AI Voice Agent that answers, verifies, and refuses. Every inbound call, helpdesk line, treasury desk, branch IT, lands on the AI voice agent first. The caller is identified, the request is captured, and identity is verified through your existing MFA before a human ever picks up. ## Patent-pending voice verification, integrated with the MFA you already run. Every inbound call, helpdesk line, treasury desk, branch IT, lands on the AI voice agent first. The caller is identified, the request is captured, and identity is verified through your existing MFA before a human ever picks up. The AI agent answers in your brand, captures the caller's intent, looks them up in Entra ID, ServiceNow, or your CRM, and pushes an Authenticator, Duo, or SMS challenge to the registered device. No challenge, no privileged action. No verification, no transfer to a human. - Caller identified against your IdP, not a number on caller ID - MFA push (Authenticator, Duo, Okta) fires before transfer - Deepfake- and voice-clone-resistant by design - Refuses privileged actions until verification clears - Full transcript + audit row written to ConnectWise / ServiceNow ticket SEE IT AT WORK One incoming call. A ticket with context. 01 Your client's call 1 "This is Alex from Wholesale Ops, I'm locked out." Captured 02 Their account details The agent finds a match in Entra ID and a registered device. Identified 03 Their enrolled device Alex approves the Authenticator push on their enrolled iPhone. Verified 04 Your ticket and transfer ConnectWise #48292 receives the caller's identity result before the call transfers. Handed off Your clients' usual channels. Your team's connected work. Bring phone calls, messages and portal requests into the way your team works, so clients can ask for help where they already are. Phone calls with AI Voice AI Voice answers your helpdesk calls and handles the opening steps when clients need a password reset or account unlock. Requests in Microsoft Teams Your clients can bring requests through Microsoft Teams, with the required steps kept inside the thread where they asked for help. Text messages and WhatsApp A branch manager can contact your team through text messages or WhatsApp when they need help with an account request. Email and Client Portal requests Bring email and Client Portal requests into your team's process for password resets, beneficiary changes and document sharing approvals. Your team's work, recorded. Ready for your clients' reviews. We record caller identity, method, timestamp and device alongside access actions, with records your team can export for client reviews and audits. SOC 2 Type II Your team can bring access records and monitoring evidence to client reviews against Service Organization Control (SOC 2) Type II criteria. PCI DSS 4.0 Your team can use identity and authentication records in reviews of Payment Card Industry Data Security Standard (PCI DSS) 4.0 Requirement 8. SOX 404 Your team can bring recorded access actions to Sarbanes-Oxley Act (SOX) 404 reviews as evidence for information technology general controls. FFIEC CAT Your team can export access records for external dependency reviews associated with the Federal Financial Institutions Examination Council Cybersecurity Assessment Tool. GLBA Safeguards Your team can use authentication and monitoring records when reviewing client safeguards under the Gramm-Leach-Bliley Act (GLBA). NY DFS 23 NYCRR 500 Your team can bring authentication and privileged access records to client reviews under New York financial services regulation 23 NYCRR 500. SEC Reg S-P Your team can bring access records to customer information security reviews under Securities and Exchange Commission (SEC) Regulation S-P. FINRA 4370 Your team can export the audit trail for business continuity reviews under Financial Industry Regulatory Authority (FINRA) Rule 4370. See what's been handled. See the record behind it. 0 Privileged actions without identity proof Refused at the helpdesk before any access change < 6s Time to confirm caller identity From AI greeting to MFA push approval 100% Requests with an attached audit trail Caller, method, device, time on every action −73% Helpdesk handling time AI handles intake & triage before the tech Bring your everyday requests. See automation at work. Book a walkthrough to see AI Voice handle a sample caller's request and the steps before an access action. We'll show how the record reaches a representative PSA (professional services automation) ticket, ready for review.
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# Healthcare
https://mspprocess.com/healthcare/
Your healthcare clients. Their everyday requests. Put AI automation to work for your MSP, helping your team answer, resolve and handle requests on every channel your healthcare clients use. Familiar requests. More work handled. Bring us the everyday requests your healthcare clients make, from account unlocks before clinic to records requests and partner access. "This is Dr. Allen, I'm locked out before clinic." Start with a clinician locked out before clinic, then walk through how your team handles the request and account access. Requests for patient records Bring requests for medical records, prescription histories and insurance documents into the conversation about what your team can put to work. Access to clinical systems Use your 2026 planning to discuss access concerns raised by Change Healthcare, Ascension and CommonSpirit, alongside Scattered Spider, ALPHV/BlackCat and Qilin. Access for your partners Show us how your team handles partner access, including the systems involved and the evidence your healthcare clients need to keep. ## An AI Voice Agent built for a clinical helpdesk. Every inbound call, provider, nurse, biller, BA, lands on the AI voice agent first. Caller is identified against your IdP, verified through MFA on a registered device, and only then handed off to a human tech, with the audit row already attached to the ticket. ## Patent-pending voice verification, integrated with the MFA your hospital already runs. Every inbound call, provider, nurse, biller, BA, lands on the AI voice agent first. Caller is identified against your IdP, verified through MFA on a registered device, and only then handed off to a human tech, with the audit row already attached to the ticket. The agent speaks in your brand, captures intent (password reset, EHR account unlock, remote session approval), looks the caller up in Entra ID or your provider directory, and pushes an Authenticator, Duo, or SMS challenge. No verification = no privileged action. Compliant by construction. - Caller matched to your provider directory, not phone caller ID - MFA push (Authenticator, Duo) to enrolled clinician device - Refuses password resets, EHR unlocks, and remote sessions until verified - Caller transcript + identity chain written to the PSA ticket - Vishing, deepfake, and voice-clone resistant by design SEE IT AT WORK One request. Through to handoff. 01 A clinician calls in 1 "Dr. Allen, locked out before rounds at 7." Captured 02 The directory lookup The provider directory returns a match and an enrolled device. Identified 03 A prompt for approval The clinician approves the Authenticator push on their enrolled device. Verified 04 A ticket and transfer ServiceNow INC0142 receives the caller details in your PSA (professional services automation) before the call transfers. Handed off Every client channel. Connected to your team. Bring phone, messaging, email and portal requests into the work your MSP handles for providers, nurses, billing teams and partners. Phone with AI Voice Put AI Voice to work answering inbound helpdesk calls, with password resets, account unlocks and remote sessions among the requests. Support through Microsoft Teams Meet your clients in the Microsoft Teams thread where they ask for help, with the request kept in that conversation. Text messages and WhatsApp Bring clinician requests from text messages and WhatsApp into your support process, including requests for access to their clinical systems. Email and Branded Portal Bring email and Branded Portal requests into your team's process for password resets, records release and changes to partner access. Your clients' requirements. Your supporting records. We bring End-User Verification to the workflow before privileged actions, with caller identity, method, timestamp and device recorded for your team. Your plan includes a Business Associate Agreement, and you can export records for your clients' reviews. Records for access reviews Bring recorded access activity to reviews under the Health Insurance Portability and Accountability Act (HIPAA), including discussion of 45 CFR 164.308. Records for disclosure reviews Use the recorded identity and action details when your team reviews requests involving protected health information under the HIPAA Privacy Rule. Records for incident reviews Bring audit records to incident reviews under the Health Information Technology for Economic and Clinical Health (HITECH) Act. Records for control reviews Use logged access activity in your team's System and Organization Controls (SOC) 2 Type II reviews of access controls and monitoring. Evidence for review requests Export records for requests from the Department of Health and Human Services Office for Civil Rights (HHS OCR). Records for framework reviews Bring identity and access records to your team's Health Information Trust Alliance (HITRUST) e1 / r2 reviews alongside your clients' requirements. Guidance for implementation reviews Discuss your clients' requirements alongside National Institute of Standards and Technology (NIST) 800-66 Rev.2 guidance, using recorded activity as supporting evidence. An agreement with every plan We include a Business Associate Agreement with every plan, so your team has the agreement available for client discussions. Know what's handled. See the supporting detail. 0 Health information access without identity checks Refused at the helpdesk before any record release < 6s Time to complete caller checks From AI greeting to MFA push approval 100% Records available for audit review Identity chain on every reset, unlock, and session −73% Your helpdesk's handling time AI handles intake & triage before the tech Your everyday requests. Let's put automation to work. Tell us about the work your team handles. In a sample environment, we'll show how AI Voice handles a representative call, how approval works and how the resulting record reaches a sample ticket. No patient or customer records are needed.
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# Help & Support
https://mspprocess.com/help/
Help for your team. Support for your next step. Open a support ticket and a technician will follow up by email, typically within one business day. You can also browse the Knowledge Base for guides to help your team use MSP Process. A technician follows up by email, usually within one business day. Your request is logged securely against your contact, no account needed. Set a priority so we route urgent issues first. To help us connect with you faster about your support case, add mspprocess.com to your allowed domains for external Teams communication. Our support replies come from help@support.mspprocess.com, so add this address to your allowed senders to receive our emails.
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# AI VoiceAssist
https://mspprocess.com/helpdesk-voice-ai-assistant/
Everyday calls. Less everyday work. AI VoiceAssist answers your clients' calls 24/7, handles routine requests and brings documented tickets into your PSA, your professional services automation system. Your team can put voice automation to work alongside the other channels your clients use, with your tone and workflows. More calls handled. More room for clients. Your clients bring requests through calls, email and chat, and your team needs the details to take them on. When a caller says "this is the CEO", your team still needs a consistent process for handling the request. A consistent call process Your tech has 30 seconds to respond; 80% of confirmed MSP breaches in 2024 started with a voice call from someone posing as a colleague. After hours, in hand Your agent separates routine requests from issues that need your team, keeping the context that voicemail-to-email loses, reported here as 30%. The conversation, ready to read Your team can read the transcript when "What did the caller say?" would otherwise lead to "I think they said…". Less work before the work Triage takes 4× longer than it should when your team manually records and routes the same incident across four channels. Your service desk. Your way of working. AI VoiceAssist brings your clients, runbook, on-call schedule and tone into the way it handles each incoming call. Your team gets a ticket with the conversation attached, ready for the next step in your workflow. Ready when clients call Your agent answers in under one ring, 24/7, taking on overflow, holidays and gaps in your on-call coverage. Routine requests, taken care of Your agent handles password resets and appointment scheduling, giving your team more room for requests that need their attention. The right next step Your agent listens, applies your PSA type and subtype, sets priority and status, and routes the request to your team in under 3 seconds. Your ticket, already documented Your team gets the caller, request, summary, analysis, time entry, note-taking, recording and transcript in a structured ticket, replacing "I think they said." A voice of your own Your agent uses your name, tone and introduction, with your runbook, common issues and dispatch language behind the conversation. Call records in your PSA Your team can search and export timestamped call records in your PSA, with the request, ticket reference, summary, analysis, time entry, notes, recording and transcript together. ONE REQUEST IN PRACTICE A password reset. Handled on the call. Sarah Chen at Northwind Dental calls for a password reset, and AI VoiceAssist takes the request through to completion. The agent sends a branded reset link and closes the ticket, with each step recorded for your team. Sarah Chen, Northwind Dental +1 (415) 555-0118, incoming call Hear the request "I need to reset my password." The agent detects the request and routes it to the reset workflow in 0.6s. Intent Request approval The caller approves an Authenticator push on iPhone in 2.1s, with a biometric check, a matching device and low risk recorded. Verified Create the link A branded, single-use reset link has a 24h expiry and requires multifactor authentication: portal.bluewolf-it.com/r/9c2… Generated Send the link A text from your branded sender reaches +1 (415) 555-0118, is opened in 14s, and the password is set. Delivered Your client explains the request Your agent recognises the password reset request from the first sentence and starts the workflow without a phone menu. Your client approves the request Your client receives an Authenticator push on their registered phone and approves it with a biometric check before the reset continues. Your client gets the link Your client receives a branded link by text, with a 24-hour expiry, multifactor authentication and access limited to the first read. Your team gets the record Your PSA ticket records the caller, approval, link creation, delivery and completed password reset, ready for your team to review or export. From incoming call. To documented ticket. Your agent follows a five-step process, with a median time of 47 seconds from ring to ticket creation. Your team gets the full transcript and recording attached to the ticket, ready to pick up the work. Take the incoming call Your agent picks up in under one ring, 24/7, across your queues and overflow, so your client can explain the request. Make your client welcome Your agent uses your greeting and tone, recognises the client's number and keeps the conversation moving with sub-second latency. Get the client's approval Your agent matches the number and requests an Authenticator push, voice biometric or text code, with a median of 2.1s. Route the client's request Your agent applies your PSA type and subtype, sets priority and status, and chooses the queue or escalation path in under 3 seconds. Record the whole conversation Your agent adds the summary, analysis, time entry and notes, then attaches the recording and transcript with each step recorded. Your calls covered. Your workflow connected. Voicemail IVR / phone tree Answering service AI VoiceAssist Calls answered 24/7 [object Object] [object Object] [object Object] [object Object] Caller approval recorded No No [object Object] [object Object] Tickets created in your PSA [object Object] [object Object] [object Object] [object Object] Full conversation transcript [object Object] [object Object] [object Object] [object Object] Timestamped call history [object Object] [object Object] [object Object] [object Object] Your PSA categories and workflows No No No [object Object] Cost per call [object Object] [object Object] [object Object] [object Object] WHAT YOUR TEAM SEES The call, recorded. The details, within reach. Call record, Ticket #5117, Northwind Dental 02:43 EDT, 14:22:08 UTC, CMMC / HIPAA / SOC 2 14:22:08 Call answered, +1 (415) 555-0118 to Northwind IT main The agent answers in 0.8s with your branded greeting and the persona "Northwind IT". RING 14:22:11 Caller matched to Sarah Chen, chief financial officer The number matches HaloPSA contact #2218, with the last confirmed contact check dated 2026-03-21. IDENTIFIED 14:22:14 Caller approval received through Authenticator The registered device approves through MS Authenticator in 2.1s, with device hash 9f2…a47 recorded. VERIFIED 14:22:38 M365 sign-in issue, priority P2, queue Productivity-L2 The request is classified in 1.4s, with confidence 0.94 and model gpt-4o-2026-02 recorded. TRIAGED 14:23:01 Ticket #5117 created in HaloPSA with transcript and recording The ticket goes to the level two queue, your client receives a text confirmation, and the call record is saved. LOGGED Your next call. See what's possible. In a demo, we'll show a representative AI VoiceAssist configuration and walk through a sample request together. You'll see the transcript, ticket and call record in a sample PSA environment.
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# Incident Response
https://mspprocess.com/incident-response/
Critical incidents. The right team ready. When a P1 arrives at 2am, your on-call tech knows in 6 seconds, with caller, asset and ticket context attached. One tap confirms ownership; after two minutes without acknowledgement, automation pages the next tech, saving your team the "who's on tonight?" Slack thread. Clear ownership. Context within reach. Your team needs a clear owner, the right context and a record of what happened when a critical incident arrives. We bring paging, acknowledgement and escalation together so your team can get on with helping your clients. A page that reaches someone A monitoring email or Slack message can sit unread until 7am, three hours past the service level agreement, while your on-call tech sleeps. An owner for each incident A page sent to five people without clear ownership can cost twenty minutes of response time and five hours of paid sleep. Context beside the incoming page A page reading "P1 at Northwind." leaves your tech gathering caller, ticket and asset details, with Eight minutes passing before work begins. A record of each handoff Your team needs a written incident record for reviews, auditors and insurance underwriters, without piecing together screenshots, call logs and memories. ## The mobile app that turns P1s into one-tap acks. The MSP Process Tech App is the pager. When an incident hits, the on-call tech sees the full picture, caller verified, asset linked, ticket waiting, escalation timer ticking, on one screen. Acknowledge with one tap and the rotation is silenced. Decline and it routes to the next tech without ever waking anyone else up. ## Your brand. Your rotation. Your audit trail. On every tech's phone. The MSP Process Tech App is the pager. When an incident hits, the on-call tech sees the full picture, caller verified, asset linked, ticket waiting, escalation timer ticking, on one screen. Acknowledge with one tap and the rotation is silenced. Decline and it routes to the next tech without ever waking anyone else up. No new app for the team to install. The same MSP Process Tech App that handles tickets, mileage, and on-call rotations is the channel critical incidents come through. White-labeled as your MSP, signed in once, push-enabled, persistent across reboots and Do Not Disturb (when set as a critical alert). - Verified caller, asset, and ticket attached to every page - One-tap acknowledge from the lock screen - Decline + auto-route to next tech in the rotation - Multi-channel paging: push, SMS, voice, Teams in priority order - Bypasses Do Not Disturb for tagged critical alerts - Full audit chain written to the PSA ticket from page to resolve FOLLOW ONE INCIDENT 1 Dr. Allen needs help Dr. Allen calls from the clinic floor because the electronic health record system is offline and needs your team's attention. 2 The affected asset The incident includes ehr-prod-cluster-02, giving your on-call tech the affected asset alongside the caller details when they open the page. 3 The open ticket Ticket SN INC0412 is open, keeping the clinic's request and the incident response connected as your team takes on the work. 4 Your turn on call You're the primary on-call tech, so the page comes to you with the caller, asset and ticket ready to review. From first alert. Through the final note. Every incident follows the same five-step sequence, whether your clients call or an alert arrives through monitoring, remote monitoring and management (RMM), or AI Voice. Bring the incident in A phone call, RMM alarm, AI Voice intake, monitoring webhook or P1 flag starts the incident, links the asset and opens a ticket in your PSA (professional services automation). Page your on-call tech Your tech receives push, text and voice alerts in your chosen order, with configurable delays and critical notifications that bypass Do Not Disturb. Agree who takes it One tap from the lock screen assigns the ticket and silences the rotation; after two minutes without acknowledgement, the next tech is paged automatically. Put context to work Your tech reviews the caller transcript, asset history, related tickets and recent changes, then works in the app or your PSA with automatic time entries. Keep the resolution together Resolution notes return to your PSA, the service level agreement clock stops, and the incident closes with paging, timing and decision records attached. Your tech's channels. Your chosen order. Start with push, add SMS at 30 seconds and a voice call at 60 seconds, then escalate at 2 minutes. Your on-call tech can acknowledge from their phone, with the incident details ready when they take on the work. Mobile push comes first At priority 1, the Tech App sends a critical push through Do Not Disturb on i OS and Android, with acknowledgement from the lock screen. Text follows the push At priority 2, SMS arrives 30 seconds after an unacknowledged push, carrying the incident summary, service level agreement timer and acknowledgement reply code. A call comes next At priority 3, an automated voice call arrives at 60 seconds; your tech presses 1 to acknowledge or 2 to page the next on-call tech. Teams alongside your phone The Microsoft Teams app messages the same tech in parallel, reaching them at their laptop when their phone is elsewhere. A clear first call. A clear next call. After two minutes without acknowledgement, the next tech gets paged, with configurable escalation chains for each of your rotations. Your manager follows the secondary tech if needed, and every page, unanswered alert and handoff receives a timestamp on your PSA ticket. Jordan T. As primary on-call, Jordan T. receives push at 00:00, SMS at 00:30 and a voice call at 01:00, with no acknowledgement by 02:00. Marisol A. As secondary on-call, Marisol A. is automatically paged at 02:00 through push, SMS and voice in parallel, then acknowledges from the lock screen at 02:14. Priya R. Priya R. receives a parallel notification as manager, remains on standby and is paged if nobody acknowledges by 04:00, with the audit record attached. Know who responded. See what happened. 6s Mean time to acknowledge From page-fired to lock-screen ack 0 Missed P1 incidents Escalation chain catches every silence −64% Off-hours team wake-ups No more spray-and-pray; only the on-call gets paged 100% Attached audit record Paged, acked, decided, logged to the PSA ticket Bring your incident workflow. See it put to work. Book a walkthrough of a sample incident in the Tech App, from page to acknowledgement. We'll show the escalation chain and a sample PSA record for each handoff.
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# SMS / MMS Ticketing
https://mspprocess.com/integrated-sms/
Your clients' messages. Your team's next step. Bring text and photo messages into your PSA (professional services automation) with MSP Process, with every reply saved to the ticket. SMS gets a 98% open rate, with clients responding 9× faster than email while your team's personal numbers stay personal. Less waiting for replies. More time for support. The average client response takes 3 days by email and 3 minutes by SMS, helping your team move requests forward. Bring approvals, confirmations and status updates into the same conversation, so your clients can reply where they're already looking. Business messages, personal numbers protected Every text and photo message passes through your PSA on your business number, keeping personal phones out of client conversations. Photos alongside the conversation Your clients send photos through MMS, giving your technicians a view of error screens, paper jams or panel labels without a site visit. Client details, collected automatically Branded opt-in forms collect your clients' mobile numbers and sync them automatically, keeping your PSA contacts current with less manual cleanup. Templates for everyday replies Your team can use ready-made templates for updates, confirmations and follow-ups, keeping replies consistent with your brand even from mobile. Shared codes, within reach Your clients' multifactor authentication codes arrive in Teams or MSP Process, giving your technicians a shared place to find them. Everyday requests, handled together Your team can handle password reset requests, account unlocks and sensitive data sharing through the same text conversation with your client. A message comes in. The work moves forward. Your client's message follows a five-step process, from matching their contact details to saving the conversation in your team's ticket. A client texts Your client texts your business number and can include a photo to show your team what needs attention. The contact matches We match your client's phone number against your PSA contact list, connecting the message to a known contact. The ticket updates We open or update a ticket in ConnectWise / HaloPSA / Autotask, with the category and priority tagged automatically. Your technician replies Your technician replies from your PSA or MSP Process, and your client receives the response in the same text conversation. The conversation stays We save the full conversation and MMS attachments to the ticket, ready for your team's billing, audit or handoff. Keep your clients informed. Keep the work moving. MSP Process sends automatic text updates when a ticket is created, assigned or resolved, keeping your clients informed as your team works. Your request is received "Hi Sarah, we've received your request (#4821) and a tech is reviewing it. Expected response within 2 hours." Your technician is assigned "Your ticket has been assigned to Mike Wilson. He'll be in touch shortly to assist with your printer issue." Your ticket is resolved "Ticket #4821 has been resolved. Please let us know if you have any further issues, we're always here!" Your existing tools. Your conversations, connected. Your clients' texts open or update tickets in your PSA, and your team's replies return to the same conversation. We save MMS attachments alongside the messages, so your team can pick up the request with its context. Messages clients open. Replies that move work. 98% SMS open rate Vs ~22% for email, industry-wide benchmark 9× Faster client response 3 min via SMS vs 3 days via email 61% Less traffic to technicians' personal phones Personal numbers stay personal, clients use the business line 100% Messages logged to your PSA Inbound, outbound, MMS, all attached to the ticket Part of their day. In their own words. Hunter Thevis Patrick and his team have been where we are and know the challenges of supporting thousands of users across the country. They know that to achieve world-class SLAs, you have to meet your customers where they are. In this case, it's on their mobile. MSP Process makes it seamless to integrate SMS with our PSA. Great tool. HT COO · S1 Technology Jeff Wilder We leverage the tool daily not only to validate users for support, but also to communicate with clients who prefer SMS over email or phone. The tool replaced our email-encryption sub for sharing sensitive information. The MSP Process team has been responsive to all our questions and provided outstanding support, I can't recommend them enough. JW President · Century Group Bring your everyday requests. See messaging at work. Book a demo to explore how a representative PSA handles a sample text conversation. We'll discuss A2P 10DLC compliance and show verification through Authenticator or Duo push before a password reset, account unlock or sensitive data send.
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# Integrations
https://mspprocess.com/integrations/
Your everyday tools. Your automation, connected. Connect MSP Process with the tools your team already uses, and put AI automation to work across every channel your clients use. Keep tickets and identity in sync across your systems, with events that trigger the next step. Your PSA, connected. Your workflows, extended. ConnectWise PSA Connect ConnectWise PSA to keep your team's tickets, company records, service level agreements and time entries in sync both ways. Datto Autotask Connect Datto Autotask to bring native webhooks, ticket routing based on contracts and linked assets into your team's workflows. ServiceNow Connect ServiceNow to keep your internal IT team's incident, change and problem records in sync with MSP Process. HaloPSA Connect HaloPSA to map your fields, trigger custom workflows and apply service level agreements to your team's work. Kaseya BMS Connect Kaseya BMS to bring ticket sync, time capture and billing integration into the workflows your team already runs. SuperOps Connect SuperOps to sync your team's tickets, assets and automation, with identity from MSP Process alongside them. Your clients' familiar tools. Your team's connected workflows. Microsoft Teams When a client needs help in Microsoft Teams, they message a bot or mention it in a channel, and a ticket opens instantly. Microsoft Authenticator Connect Microsoft Authenticator so your clients can confirm who they are through a push prompt when they request help. Duo Security Connect Duo Security to handle identity checks through the Cisco Duo tools your MSP already uses for multifactor authentication. Your existing helpdesk. More work handled. Syncro Connect Syncro to keep your tickets in sync, bring asset context into requests and automate technician assignments. Freshworks Connect Freshworks through Freshdesk & Freshservice to sync your team's tickets both ways, with the requester's confirmed identity attached. Zendesk Connect Zendesk to bring MSP Process into your team's work supporting enterprise clients who use Zendesk Support. DOCUMENTATION AND PASSWORDS Your documentation tools. Your workflows, connected. IT Glue Hudu Lexful Explore Password Rotation More tools to connect. More workflows to handle. We build requested integrations using our REST API (representational state transfer application programming interface), webhook events, Zapier and growing partner SDK (software development kit). If your tool isn't listed, we can usually have a working integration ready in 2 to 4 weeks. Your tools, working together. Your team, ready to go. We'll show you how MSP Process connects your tools, so your team can put AI automation to work across the channels your clients use.
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# Autotask PSA Integration
https://mspprocess.com/integrations/autotask/
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. 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. 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. Email or portal request opens a ticket, no caller identity captured. Tech runs the request on trust alone. After-hours calls go to voicemail. Password reset, remote session, or data transfer executed, no MFA challenge logged. 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. AI Voice answers or any of 8 channels intake. Caller identity captured at the door. MFA push fires (Authenticator / Duo / Photo ID). AI ticketing triage assigns issue type, sub-issue, priority, and contract SLA. Autotask ticket auto-created with verified caller, transcript, AI notes, and the right queue. Audit row written to the ticket: who, how, when, on what device, with a billable time entry against the right work type. 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. 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. Accounts, contacts and locations Keep your Autotask account structure in sync, with routing for each location and individual contact preferences built into the integration. 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. 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. 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. 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. Notifications that connect workflows Autotask notification subscriptions trigger MSP Process actions in real time, passing updates across every workflow in less than 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. 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.
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# ConnectWise PSA Integration
https://mspprocess.com/integrations/connectwise/
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. 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. 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. Email or portal request opens a ticket, no caller identity captured. Tech runs the request on trust alone. After-hours calls go to voicemail. Password reset, remote session, or data transfer executed, no MFA challenge logged. 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. AI Voice answers or any of 8 channels intake. Caller identity captured at the door. MFA push fires (Authenticator / Duo / Photo ID). AI ticketing triage assigns category, priority, agreement SLA. CW ticket auto-created with verified caller, transcript, AI notes, and the right service board. Audit row written to the ticket: who, how, when, on what device, with a billable time entry. 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. 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. 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 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. 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. 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. Asset context for tickets Managed configurations link to tickets when they're created, giving your team the asset context they need to begin 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. 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. 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.
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# Duo Security Integration
https://mspprocess.com/integrations/duo/
Your everyday requests. Your Cisco Duo, connected. Put MSP Process to work on everyday requests across the channels your clients use, with Duo handling push approvals inside your helpdesk workflow. Duo Security Bring Duo Security into the helpdesk workflows your team already uses, with push approvals, device checks and records in one familiar place. Push approvals through Duo Each privileged helpdesk request sends a native Duo push, so your client can approve it on their registered device. Checks on device health Each push checks operating system compliance, disk encryption and firewall status, bringing your client's device health into the request. Location and network rules Duo applies your location and network posture policies to helpdesk requests, keeping those checks within your existing workflow. Duo Admin Panel logs Each approval check appears in the Duo Admin Panel audit trail, giving your team a record alongside existing Duo activity. Your Duo group policies When a request needs an extra authentication step, MSP Process follows the Duo group policies you already have in place. Proof before enrollment resets Your helpdesk needs proof approved through Duo before resetting Duo enrollment, keeping the same requirement in place for those requests. Bring your existing setup. Put it to work. Four steps connect your helpdesk workflow to Duo Security, from the initial connection through push approvals, device checks and recorded outcomes. Connect the Duo Admin API Connect the Duo Admin API to MSP Process, with access to secrets limited to the scope you grant. Send the Duo push When your client requests a privileged helpdesk action, MSP Process sends a Duo push to their registered device. Apply your device checks Duo checks device health, operating system version, location and security posture as part of handling your client's request. Record in Duo Admin Panel The approval check appears in the Duo Admin Panel, so your team can review it alongside other Duo records. Your familiar helpdesk tools. Your Duo policies, connected. Bring Duo approvals into the tools your team already uses, so handling a client's request includes your existing device and access checks. Without MSP Process Duo Security alone. Attacker bypasses Duo at login by calling helpdesk. Helpdesk resets password, Duo enrollment changed. Attacker enrolls their own device. Duo now protects the attacker, not the user. With MSP Process Duo Security + MSP Process. Every helpdesk request fires a Duo push to the registered user. User approves on a Duo-trusted, healthy device. Device trust, location, and posture all evaluated. Helpdesk never resets without Duo-verified proof. Your Duo Security investment. More everyday work, connected. Connect the application programming interface, then bring Duo push approvals into the helpdesk requests your team handles each day.
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# Freshservice Integration
https://mspprocess.com/integrations/freshservice/
Your Freshworks tickets. Less manual work. Connect Freshdesk and Freshservice to MSP Process for AI automation across the channels your clients use. Two-way ticket sync, agent group routing and live webhooks keep work moving with service level agreement (SLA) awareness. Freshworks Bring Freshworks into your team's daily automation, with tickets, routing and updates connected through MSP Process. Tickets kept in sync Keep inbound and outbound Freshworks tickets in sync in real time as requests move through MSP Process. Your existing agent groups Route incoming requests through your existing Freshworks agent groups, keeping the assignments your team already works with. Timers tied to intake Start SLA timers once intake checks are complete, so your team measures response time against real work. Your fields, your mapping Put intake check results into the exact Freshworks custom fields your team already uses to handle requests. Actions from live events Connect Freshworks webhooks to MSP Process actions, so ticket events trigger the next action in real time. Context on every ticket Give your team a structured record of intake checks on every Freshworks ticket, alongside the request itself. Connect your tools. Put them to work. Get set up in four steps, from connecting your account to writing updates back to tickets. Most MSPs are live and writing records back to Freshworks the same day they get connected. Connect your Freshworks account Connect Freshdesk or Freshservice with an application programming interface (API) key, scoped to the ticket tables the integration uses. Bring ticket events across Subscribe to Freshworks webhooks so ticket events reach MSP Process in real time and trigger connected actions. Apply your existing routing Apply your Freshworks agent group routing at intake, with request checks handled before work reaches your team. Write the results back Write the intake check record back to the Freshworks ticket as a private note your team can read. Less work at intake. More context for your team. Put AI automation to work inside Freshworks, with ticket updates and routing handled in the tools your team already uses. Zero Trust identity verification adds reassurance, with biometric results, the registered device check and location details such as HQ attached to the ticket. Without MSP Process Freshworks without verified intake. Ticket opened in Freshservice, requester field filled from email. Agent group routing fires on an unverified caller. Helpdesk resets credentials with no MFA in the loop. Audit log shows the agent acted, not who actually called. With MSP Process Freshworks with MSP Process. Freshservice ticket auto-created with caller identity verified. Agent group routing AND identity check both apply at intake. Credential resets gated by MFA push to the registered device. Full audit chain written back to the Freshservice ticket. Your Freshworks setup. Ready for more. Connect the API and bring MSP Process automation into the Freshworks setup your team already uses.
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# HaloPSA Integration
https://mspprocess.com/integrations/halopsa/
Everyday requests. Connected through HaloPSA. MSP Process brings 14 service desk capabilities into HaloPSA, so your team can handle requests on every channel your clients use. Voice, messaging, scheduling and automation connect with your tickets, contracts and assets, replacing 6 to 8 standalone vendors. HaloPSA Connect MSP Process to your PSA, professional services automation, and put AI automation to work within your existing HaloPSA setup. AI Voice Agent Your AI Voice Agent answers calls 24/7, opens the Halo ticket and records the action before your team picks up. End User Verification Your clients have 13 methods available across HaloPSA channels, including Authenticator, Duo, text messages, photo identification, secure links and biometrics. Reverse Tech Verification Your clients confirm your agent in one tap before granting remote access, with the patent-pending process logged to the originating Halo ticket. Teams Chat Ticketing Your branded MSP app brings chat ticketing, knowledge articles and invoices into Microsoft Teams, with every conversation becoming a Halo ticket. Two-Way SMS & MMS Your team sends and receives messages and diagnostic photos inside the Halo ticket, with every thread attached and personal numbers kept private. WhatsApp Messaging Your clients send WhatsApp messages and media as usual, while your team handles the conversation and read receipts inside the Halo ticket. Client Portal & Mobile App Your clients get a branded portal and mobile app for tickets, knowledge articles and invoices, with everything synced to Halo. AI ticketing triage AI ticketing triage automatically applies ticket type, category, priority and contract service level agreement, then suggests an agent for each inbound Halo ticket. ScheduleAssist Your clients choose an appointment through self-service scheduling, and ScheduleAssist writes the confirmed booking back to Halo as a scheduled appointment. On-Call Scheduling & Escalation Halo pages your on-call team by severity and rotation, escalating through primary, secondary and manager contacts after 5 minutes without acknowledgement. Password Reset Your team handles password resets from your PSA, with credentials reset in Entra ID, AD or your IdP without being spoken or emailed. Secure Data Sharing Your team shares credentials and sensitive files through branded, single-use links with expiry times, replacing PwPush and logging each share to Halo. SMS Broadcast Your team selects a Halo client group and sends outage, maintenance or all-clear messages in seconds, keeping clients informed together. Outbound Notifications Your Halo ticket events trigger client updates through text messages, voice, Teams or email, with delivery records available for audit. Your clients reach out. Your team carries on. A client sends a device photo through WhatsApp, and the conversation becomes part of their Halo ticket. AI ticketing triage applies the category and priority, then suggests an agent so your team can take on the request. HaloPSA alone Flexible PSA. Unverified front door. Email or portal request opens a ticket, no caller identity captured. Agent runs the request on trust alone. After-hours calls go to voicemail. Password reset, remote session, or data transfer executed, no MFA challenge logged. Audit shows the agent who acted. It does not show who actually called or how they were verified. HaloPSA + MSP Process Verified intake, end-to-end automation. AI Voice answers or any of 8 channels intake. Caller identity captured at the door. MFA push fires (Authenticator / Duo / Photo ID). AI ticketing triage assigns ticket type, category, priority, and contract SLA. Halo ticket auto-created with verified caller, transcript, AI notes, and the right team / workflow. Audit row written to the ticket: who, how, when, on what device, with a billable action against the right contract. Your existing setup. Connected to your workflows. We connect your systems in five steps, with most Halo MSPs live and writing records back the same day. Connect your HaloPSA account Connect HaloPSA through OAuth 2 client credentials, with MSP Process access scoped to tickets, clients, contacts, contracts and assets. Connect your ticket events Halo webhooks register every event type, so updates reach your connected systems in both directions in less than a second. Map your existing workflows Map your ticket types, categories, statuses, teams and custom fields to MSP Process workflows, with Halo's flexible structure supported from the start. Set your client checks Each inbound channel automatically prompts your client through Authenticator, Duo, a text message or a Teams notification on their registered device. Bring the records back MSP Process writes AI summary, analysis, time entry, notes, recording, transcript, actions and client check records back to structured fields on your Halo ticket. Your HaloPSA setup. Working in both directions. Eight types of HaloPSA records sync in both directions, so your workflows use the client, contract and team structure you already have. Tickets and ticket types Your workflows create, update, close and resolve Halo tickets across any ticket type, following the statuses your team already uses. Clients, sites and users Your Halo client structure stays in sync, with routing rules for each site and individual preferences for client identity checks. Contracts and service levels AI ticketing triage routes requests using your covered services, contract priority and Halo service level rules, keeping each client's agreement part of the workflow. Actions and billable time Actions captured from calls or extracted by AI write back as billable work against the right contract and chargeable rate. Your agents and teams Your Halo agent roles and team membership guide routing and on-call rotations, with single sign-on through Entra or Okta. Assets and configuration items Your team finds assets by serial number, hostname or client device, with Halo configuration records attached to each ticket for diagnosis. Your webhooks and events Halo webhooks trigger MSP Process actions as events happen, with updates reaching your workflows in less than a second. Records ready for review Every Halo ticket carries the identity chain, verification method, transcript and full action log, giving your team a record ready for review. Your HaloPSA investment. More put to work. Explore the 14× extended HaloPSA offering with us, bringing your calls, messages and everyday workflows into one platform. Connect through OAuth, and handle your clients' requests within the Halo setup your team already uses.
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# Kaseya BMS Integration
https://mspprocess.com/integrations/kaseya/
Your Kaseya BMS tickets. Less everyday work. Bring AI automation to every channel your clients use, with MSP Process connecting ticket sync, time entries and billing inside Kaseya BMS. Kaseya BMS Connect Kaseya BMS to MSP Process so your team can handle requests with ticket details, asset context and billable time together. Tickets kept in sync Your inbound and outbound BMS tickets stay in sync with MSP Process as your team handles each request. Time entries captured automatically Billable time from each completed identity check is captured on the BMS ticket, keeping the entry with the request. Work carried into billing Completed identity checks flow directly into Kaseya billing, so your team doesn't have to enter that work again. Asset details alongside requests We link the caller to the correct BMS asset record automatically, giving your team context for the request. Actions as events arrive Kaseya BMS events trigger MSP Process actions in real time, so your workflows can respond as tickets change. Caller details on record We write a structured record of the caller's identity checks back to every BMS record for your team. Connect your tools. Put them to work. Get set up in four steps, from connecting your account to writing records back to Kaseya BMS. Most MSPs are live the same day, with their setup ready to support the team's daily work. Connect your Kaseya BMS Connect Kaseya BMS with an application programming interface key, with access scoped to your ticket and time entry tables. Listen for new work MSP Process listens for new tickets and incoming time entry events in Kaseya BMS to start the workflow. Check before taking action We check the end user's identity before any privileged action attached to the BMS ticket can go ahead. Write the details back We write the identity check record and billable time back to BMS, keeping those details with the ticket. Your team's daily work. Fewer details to reenter. Bring caller details, asset context and billable time into Kaseya BMS, so your team can handle requests with the information together. Without MSP Process Kaseya BMS without verified intake. Inbound call opens a BMS ticket on trust alone. Time entry captured against an unverified request. Billing fires for work that started with no identity check. Audit row is the tech's note, not a verified chain. With MSP Process Kaseya BMS with MSP Process. BMS ticket auto-created with caller identity attached at intake. Time entry only captured against a verified, audited request. Billing flow runs on verified work, no disputes. Full audit chain attached to every billable record. Your Kaseya BMS setup. More work handled. Connect and bring us the request your team handles most often, so we can talk through the workflow together.
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# Microsoft Authenticator Integration
https://mspprocess.com/integrations/microsoft-authenticator/
Everyday helpdesk requests. Your familiar Authenticator app. Bring Microsoft Authenticator into your team's AI automation, with push approvals through the app your clients already have. Your team can handle privileged requests without a new app or enrollment, with a full Entra ID tenant audit. Microsoft Authenticator We bring AI automation to your MSP across every channel your clients use, with Microsoft Authenticator handling privileged request approvals. Connect the app your clients already use to your helpdesk process, with approval records in the tools your team works in. Native Authenticator push approvals Each privileged helpdesk request sends an Authenticator push, so your clients can approve it through their existing app. Your Entra ID records The integration reads identities directly from Entra ID, so your team doesn't need a separate identity store. Face ID or fingerprint Your clients approve requests with Face ID or a fingerprint on their registered device, using phishing-resistant biometric approval. Your Conditional Access policies Your Conditional Access policies apply to each request, bringing device, location and sign-in risk into the approval process. Your Entra ID audit trail Each approval check appears automatically in Entra ID audit logs, keeping the record within your existing tenant. Approval before enrollment resets Your helpdesk can reset enrollment only after the user approves, keeping that requirement in place for your team. Connect your existing app. Put approvals to work. Get set up in four steps, from connecting Entra ID to recording approvals alongside your team's requests. Most MSPs are live the same day, using Microsoft Authenticator for approvals and Entra ID for audit records. Connect through Entra ID Connect through Entra ID to bring your existing identities into the process, with Conditional Access policies applied automatically. Send the approval request When a privileged helpdesk request comes in, the integration sends an Authenticator push to the user's registered device. Approve on the device Your client approves the request with Face ID or a fingerprint on the device they've already registered. Record alongside the ticket The approval trail is written to your PSA (professional services automation) ticket and the Entra ID audit log. A request comes in. Approval follows your policies. For a credential request by phone, your client approves the Authenticator push before the approval trail reaches the ticket. We bring verification into that process so your team can handle the request with the user's approval recorded. Without MSP Process Authenticator on login, but helpdesk bypass. Login flow uses Authenticator, but helpdesk requests don't. Helpdesk resets credentials with no Authenticator push. Attacker bypasses Authenticator by social-engineering the helpdesk. Authenticator now protects the attacker's new device. With MSP Process Authenticator on every privileged action. Every helpdesk request fires an Authenticator push to the registered device. User approves on a Conditional Access to compliant device. Helpdesk default-deny on requests without Authenticator approval. Full audit chain, device, location, biometric, time, in Entra ID. Your Microsoft Authenticator investment. More helpdesk work covered. Connect through the application programming interface to bring Microsoft Authenticator approvals into your team's privileged helpdesk requests.
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# Microsoft Teams Integration
https://mspprocess.com/integrations/microsoft-teams/
Support inside Microsoft Teams. Less work between messages. Bring AI automation to the Microsoft Teams conversations your clients already use, with MSP Process connecting messages to tickets. Clients message the bot or mention it in a channel, and a ticket opens in your PSA (professional services automation). Microsoft Teams Connect Microsoft Teams to your service desk so your clients can ask for help where they already work. MSP Process brings the conversation and client details into the ticket, giving your team the context to take it on. Your MSP Process Teams bot Install the MSP Process Teams bot from a business publisher with a green check and support for granular delegated admin privileges (GDAP). Tickets from direct messages Your client sends the bot a direct message in Microsoft Teams, and a ticket opens instantly in your PSA. Tickets from channel mentions Your client mentions the bot in a Teams channel, and a ticket opens with the conversation's context attached. Client details from Entra ID The bot reads your client's Entra ID identity automatically, so they can request help without a separate login. Actions inside branded cards Branded Teams adaptive cards bring action buttons into the conversation, so your clients can respond right there. Technician details within reach Your client can check that they're speaking with your technician in one tap, right inside the Teams conversation. Connect your team's tools. Bring the conversation along. Four steps connect Microsoft Teams to your service desk, and most MSPs are live and writing records back the same day. Install your Teams app Install the MSP Process Teams app, with its business publisher green check and GDAP support for your MSP. Connect with Entra ID The bot reads your client's Entra ID identity automatically, bringing their details into the request without another login. Handle approvals inside Teams When a request involves privileged actions, an Authenticator push appears inside Teams for your client to approve. Bring everything into your ticket A ticket opens in your PSA with the full Teams transcript and approval history attached for your team. Your clients keep chatting. Your team keeps context. When your client asks for VPN access in Microsoft Teams, MSP Process brings their request into HaloPSA with the conversation attached. Your technician replies in the same Teams thread, and the request history is logged to your PSA. Without MSP Process Teams support without verified intake. User DMs a tech directly in Teams, no ticket, no audit. Tech replies and acts in Teams on trust alone. Privileged action runs, no MFA in the loop. Insurance asks for the audit trail, it's a chat history. With MSP Process Teams support with MSP Process. DM the MSP Process bot or @mention a channel, verified ticket opens instantly. MFA push fires inside Teams before any privileged action. Tech reply lands in the Teams thread AND syncs to the PSA. Full audit chain, Entra identity, device, time, written to the ticket. Your Microsoft Teams conversations. Connected to your service desk. Connect the application programming interface to bring Microsoft Teams requests into your team's ticketing workflow. See how MSP Process connects the conversation, client details and ticket while your clients stay in Microsoft Teams.
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# ServiceNow ITSM Integration
https://mspprocess.com/integrations/servicenow/
Your ServiceNow workflows. Less everyday work. Connect MSP Process to ServiceNow so your team can handle requests with incident, change and problem records in sync. Route work by group and bring asset context into each ticket, so your team has the details together. ServiceNow Put AI automation to work across the channels your clients use, with MSP Process connected to your ServiceNow workflows. Context with every incident Your team receives caller context with every ServiceNow incident at intake, keeping those details alongside the request. Approval before changes run Change requests require multifactor authentication (MFA) approval before execution, giving your team an approval step within the workflow. Callers linked to problems Callers automatically link to existing problem records, bringing their requests together with the problems your team already tracks. Assets alongside the request Each caller automatically links to the correct configuration item in your CMDB, bringing asset context into the ticket. Events from Business Rules ServiceNow Business Rules trigger MSP Process inline, connecting inbound records to the caller checks within your workflow. Results your team can use We store caller check results as structured ServiceNow records, keeping the evidence inside the tools your team uses. Connect your tools. Put them to work. Get set up in Four steps, with most MSPs live and writing records back to ServiceNow the same day. Connect through OAuth Connect ServiceNow through OAuth with access scoped to incident, change and problem tables for this integration. Connect your record events Set up ServiceNow Business Rules to fire MSP Process events when inbound records arrive in your workflow. Check before taking action We check the caller's identity before any privileged action on incident or change records in your workflow. Write the result back We write the result back as a structured ServiceNow record, keeping it alongside the work your team handles. The request arrives. The context comes too. Your team gets caller context, linked assets and approval results inside ServiceNow, alongside the requests they handle each day. Without MSP Process ServiceNow without verified intake. Incident opened by phone, caller identity captured as free text. Change request processed without verifying the requester. CMDB asset touched on an unverified ticket. Compliance asks for verification evidence, there isn't any. With MSP Process ServiceNow with MSP Process. Incident opened with verified caller attached as a structured field. Change requests gated on MFA push approval before execution. CMDB touches only happen on verified, audited records. Verification evidence exportable per record for SOC 2 / ISO audits. Your ServiceNow workflows. Ready for more. Connect the application programming interface (API) and bring MSP Process into the ServiceNow workflows your team already uses.
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# SuperOps Integration
https://mspprocess.com/integrations/superops/
Your SuperOps workflows. Less everyday work. Bring MSP Process AI automation to your SuperOps workflows, with ticket and asset sync supporting your team across the channels your clients use. SuperOps Connect your PSA, your professional services automation platform, and remote monitoring and management tools in SuperOps with MSP Process to handle everyday requests. Tickets kept in sync Your inbound and outbound SuperOps tickets sync in real time, keeping your team working with current request details. Asset details at hand Each caller is automatically linked to the correct SuperOps asset, bringing the relevant context to your team's work. Approval before automation runs Your SuperOps automation waits for the request to pass its checks before taking on the next step. Work routed by contract Your requests reach the right technician automatically, with contract-aware routing handling assignment once the required checks pass. Events that start work SuperOps events trigger MSP Process actions in real time, connecting activity in your tools with the next step. Request history on record A structured record of the request's checks is written back to every SuperOps ticket for your team. Connect your tools. Put them to work. Get set up in four steps, with most MSPs live and writing records back to SuperOps the same day. Connect your SuperOps account Connect SuperOps with an application programming interface token scoped to the ticket, asset and automation tables your workflows use. Connect your workflow events Subscribe to SuperOps automation events so MSP Process can handle the required checks within your existing workflow. Agree before work starts The caller completes the required check before your automation runs against a target that needs privileged access. Bring the record back MSP Process writes the completed checks back to your SuperOps ticket as a structured note for your team. Your team's everyday requests. Less work between steps. Bring ticket updates, asset context and technician assignment together in SuperOps, with MSP Process connecting the steps your team handles. Without MSP Process SuperOps without verified intake. Ticket + asset context shown to the tech, but caller is unverified. Automation fires on every inbound, including impostor requests. Tech assignment happens before identity is proven. Audit log shows automation ran, not who triggered it. With MSP Process SuperOps with MSP Process. Ticket + asset context attached AND caller identity verified at intake. Automation gated by identity, only fires on verified requests. Tech assignment only after MFA push approval. Audit log captures the full chain: caller, device, action, automation. Your SuperOps workflows. More help with the work. We'll help you connect MSP Process to SuperOps, so your team can put AI automation to work.
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# Syncro Integration
https://mspprocess.com/integrations/syncro/
Your Syncro tickets. Less work between them. Put AI automation to work on every channel your clients use, connected to Syncro professional services automation and remote monitoring and management. Keep your PSA tickets, asset details and technician assignments together, so your team has the context to handle each request. Syncro Connect MSP Process with Syncro to handle ticket updates, bring asset context into requests and automate technician assignment for your team. Ticket sync, both ways Your inbound and outbound Syncro tickets sync in real time, keeping updates together as your team handles each request. Asset context, already attached MSP Process automatically links the caller to the correct Syncro asset, bringing that context into your team's ticket. Assignment with caller context Route requests to the right technician using caller context, so your team has the information behind each assignment. Customers and contacts together Keep customers and contacts aligned between MSP Process and Syncro, so your team works with matching records across both. Events that start work Syncro ticket events reach MSP Process in real time and trigger the next step in your intake workflow. Activity attached to tickets MSP Process writes a structured activity record back to every Syncro ticket, keeping the intake details with the request. Connect your tools. Put them to work. Four steps connect your tools, link caller and asset records, and bring intake details back into your team's Syncro tickets. Most MSPs are live the same day, with MSP Process writing those records back into Syncro as requests come in. Connect with scoped access Connect Syncro using an application programming interface token, with access scoped to the ticket, asset and customer tables. Subscribe to ticket events Subscribe to Syncro ticket events through a webhook, bringing each event into MSP Process in real time as it happens. Link the right asset MSP Process automatically links the caller to the correct asset record, attaching the asset context to the request. Bring the record back MSP Process writes the intake activity back to the Syncro ticket as a structured note for your team. Your team's requests. The context to handle them. Your team gets caller details, asset context and intake activity together in Syncro, ready to handle the request. We attach the end-user verification (EUV) record to each ticket, so your team can see how the caller was checked. Without MSP Process Syncro without verified intake. Inbound ticket opens against an asset, caller identity guessed. Tech assignment automation fires before identity is confirmed. Privileged action runs against the wrong person, and the right asset. No way to prove the caller was who they claimed. With MSP Process Syncro with MSP Process. Syncro ticket auto-created with verified caller + correct asset linked. Tech assignment only fires after MFA push approval. Privileged actions gated, no exceptions for known asset numbers. Verification chain exportable from Syncro for compliance review. Your Syncro setup. More put to work. Connect, then put MSP Process to work with Syncro to handle ticket updates, asset links and technician assignment.
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# Zendesk Integration
https://mspprocess.com/integrations/zendesk/
Your Zendesk requests. Less everyday work. Bring AI automation to your team's Zendesk work with ticket sync, agent group routing, custom field mapping and live webhooks. 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. 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. Connect your Zendesk account Connect Zendesk through OAuth, with access scoped to the ticket and user tables needed for the integration. Bring ticket events across Zendesk webhooks send new ticket events to MSP Process in real time, ready for the next action. 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. Bring the result back MSP Process writes the check history back to the Zendesk ticket as a private comment for your team. 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. Support ticket opened, requester field is the email sender. Agent group routing fires on an unverified caller. Privileged action requested through Zendesk, no identity check. Audit chain shows the agent's note, not who actually called. With MSP Process Zendesk with MSP Process. Zendesk ticket auto-created with verified caller as the requester. Agent group routing AND MFA-gating both apply at intake. Privileged actions only run after Authenticator push approval. Audit chain, caller, method, device, time, written to the ticket. 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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# Microsoft Authenticator Support for End User Verification
https://mspprocess.com/microsoft-authenticator-verification/
Verify your clients. With Microsoft Authenticator. With MSP Process, your team can use Microsoft Authenticator for End User Verification through an app nearly all your clients already have installed, with no new app required. MSP Process, the trusted leader in End User Verification, is excited to announce support for Microsoft Authenticator. Our End User Verification now supports the app that nearly all of your users will have already installed on their devices. Your users won't need to install a separate app to verify their identity. **Here's how it works.** Technicians initiate a push notification from their PSA or MSP Process app. Users receive push notifications directly to their devices for seamless identity verification. The result is quickly shown in the support pod and service ticket, and logged securely. This enhances security for your MSP and clients and keeps workflow interruptions minimal. ### Key benefits - **Enhanced security**, Industry-leading measures safeguard sensitive data and prevent unauthorized access. - **Streamlined workflow**, Swift verification processes keep service desk operations efficient. - **Unified experience**, Consistent authentication across platforms simplifies user experience. - **Client satisfaction**, Clients appreciate the added security and convenience. In essence, Microsoft Authenticator empowers MSPs to bolster service desk security while maintaining operational efficiency, ultimately ensuring superior service delivery. More to explore. More for your team. In-call multifactor authentication against deepfakes ConnectWise PSA setup with MSP Process Your service desk. Ready to verify. Book a call with a solutions engineer who came out of an MSP service desk. Bring your stack, and we'll model the impact with your numbers to help you put a verified service desk to work after a proof of concept.
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# Client Portal & Mobile App
https://mspprocess.com/msp-client-portal/
Your clients' requests. Your brand, every channel. Bring your clients into AI automation through a portal and mobile app branded as your MSP, with each tenant deployed in minutes. Tickets, knowledge base articles, invoices and chat connect to your PSA, your professional services automation system. Everyday client requests. One familiar place. Bring six everyday features together so your clients can raise requests, follow conversations and handle billing through your branded portal. Your portal, your branding Get set up in minutes with unlimited client portals, each with its own branding and configuration, using your logo, domain and colors. Conversations with ticket context Your clients can open a chat on any open or closed ticket, with every interaction recorded in your PSA. Your brand on mobile Your clients can submit, update and chat on tickets through your branded iOS and Android app, with push notifications for status changes. Answers within your portal Your clients can find knowledge base articles alongside their tickets, invoices and conversations in a portal branded as your MSP. Requests with useful detail Configure ticket templates for each client so your team receives consistent, complete requests and spends less time asking for missing details. Billing within easy reach Your clients can view and download invoices and follow their status inside your branded portal, with fewer billing requests for your team. A request comes in. The right checks follow. For a password reset ticket, your team uses patent pending two-way verification before privileged work, with the record kept in your PSA. Before your team acts Your client confirms their identity through an authenticator push, Duo, photo ID or a secure one-time link before the action button becomes available. Before remote access begins Your client matches the "help desk" caller's face, name and live token in the portal before granting remote access to your technician. Less chasing by email. More requests captured. −47% Incoming tickets by email Captured in the portal instead, with full metadata. 3.4× Faster first response Threaded chat replaces email back-and-forth. 96% Adoption by your clients Branded portal & app feel like the client's own. 100% Actions synced to your PSA Every chat, ticket, and invoice, auditable. Your brand, ready to use. Your portal, ready for a walkthrough. Book a demo and we'll show a sample tenant in your colors on your domain.
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# Live Website Chat
https://mspprocess.com/msp-live-chat/
Website conversations. Less work between them. MSP Process Live Chat handles the steps around each website conversation, from asking questions to paging your team across five channels. Prospects and clients get help, with conversations recorded in your PSA (professional services automation) system, including enquiries that arrive after hours. New prospects. Familiar clients. Room for both. Bring prospects and clients into the same website chat, with questions that help your team understand what each person needs. Visitors can book a demo or ask for help without having to pick up the phone. A conversation worth booking Engage visitors on your services and pricing pages, gather their details before paging your team, and offer demo booking through Calendly. Help without a phone call Recognise returning clients, gather the issue before paging your team, and log quick fixes or create a ticket when needed. Ready for your visitors. Around your team's day. Put chat to work around your team's day, with alerts, mobile replies and conversation records handled as part of the process. Invitations at the right moment Choose when chat appears, from a second services page visit to a pause on pricing or a scroll past 70% of a case study. Alerts where your team works Page your team across 5 channels through Teams, Slack, SMS, email or phone call until someone claims the conversation. Context before your team joins Gather a visitor's name, company, urgency and previous attempts before your team joins, with less "let me ask a few things first." Website chat from your phone Your technicians and owners can answer inbound chats in the MSP Process app, between client visits or after hours. Enquiries ready for the morning When your team is off shift, gather contact details, the issue and a preferred morning time, then queue the enquiry with automatic confirmation. Records in your existing systems Connect conversations to tickets or leads in ConnectWise, Datto, HaloPSA, HubSpot or Pipedrive, with the transcript and original source attached. A client needs help. Your team has context. Follow a client support request through five steps, from the opening chat to a ticket with the conversation attached. A client opens chat Your client opens chat from an invitation or on their own, and their returning contact is matched to your PSA. The details come first The sequencer asks 2 to 4 routing questions, then automatically takes the sales or support path based on the answers. Your team gets the request Your team receives alerts through Teams, Slack, SMS, email and the mobile app, and the first person to claim takes the chat. Your agent handles the issue Your agent works through the request on desktop or mobile, with file transfers, Calendly booking and a transcript built within the conversation. The conversation becomes a record We sync the transcript and enquiry source to your connected systems, automatically opening a ticket or lead for the conversation. More room for conversations. Less waiting for help. 3.2× More booked demos vs. "contact us" form alone in the same period. 38 sec Median first response Across multi-channel paging, vs. hours on email. 42% Fewer inbound calls Quick fixes resolved in chat instead of phone. 100% Conversations captured Every chat → ticket or lead. Source attribution preserved. Bring your website conversations. We'll walk them through. See how MSP Process Live Chat gathers details, pages your team and records the conversation.
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# Multi-Channel Service Desk
https://mspprocess.com/multi-channel-service-desk/
Every channel. Your service desk. MSP Process brings AI automation to every channel your clients use, so your team can handle requests together. Each request becomes a ticket in your PSA, your professional services automation system, with the context your team needs. Requests across channels. Work across tools. Your clients reach out wherever it's convenient, while your team pieces together tickets and conversations across six tools. The same issue, repeated 01: An outage reported by phone, text message (SMS), and Teams creates Three tickets, leaves Two techs overlapping, and takes Forty-five minutes to untangle. Different channels, different routines 02: Your team follows an agreed process on calls, while Teams chats, SMS, email, and portal requests follow different routines. Context spread across tools 03: Your ticket, call, chat, and texts sit across six different vendors, leaving your team to bring the records together. The wider issue, missed 04: Your tech sees one ticket while Six channels report the same outage, making a shared problem look like an individual request. Your clients' channels. Your team's workspace. Eight native intake channels bring your clients' requests into MSP Process, with AI triage and a shared ticket in your PSA. AI Voice & Phone Your 24/7 AI voice agent answers calls and opens the ticket in your PSA before a member of your team picks up. Support inside Microsoft Teams Your clients chat in your branded MSP app inside Microsoft Teams, while AI categorizes their requests and creates tickets in your PSA. SMS & MMS conversations Your clients send texts and photos through multimedia messaging (MMS) to your PSA number, with every conversation attached to the ticket. Support through WhatsApp conversations Your team handles two-way WhatsApp conversations with read receipts and media, all kept together in the ticket in your PSA. Email into your desk Your clients send requests by email, and each message becomes a ticket your team can handle in your PSA. Branded Client Portal Your clients submit, track, and update tickets in a portal carrying your brand, with their requests synced to your PSA. Live Website Chat Your clients start a live conversation on your website, with requests qualified before your agents are paged across five channels. Mobile Apps for support Your branded i OS & Android client app brings requests to your desk, with a companion app for your techs. A request comes in. The work moves forward. A client reports an outage by SMS, then calls about the same issue. Follow that ticket through five steps, from intake to your PSA. Bring the request in Your client's outage report arrives through one of 8 channels: voice, Teams, SMS, WhatsApp, email, portal, chat, or mobile. Bring the context together The request enters the shared intake process, bringing the client's details into the work before any privileged action takes place. Understand the request AI identifies the outage report's intent, urgency, category, sentiment, and client context, then connects duplicate reports across channels. Route the next step Routing follows your agreements to the right tech, on-call rotation, or automated resolution, with widespread issues escalated to priority one (P1). Keep the ticket together Your PSA receives the ticket with its channel, AI summary, analysis, time entry, notes, recording and transcript, ready for your team to handle. Less intake work. More room for clients. Your team handles requests through a shared process, with client context and ticket updates together instead of coordination across five vendors. Reassurance before sensitive work End-user verification uses Authenticator, Duo, SMS, Teams, or biometrics before privileged actions, with an email reply link or Authenticator push for email requests. AI triage across channels AI ticketing triage classifies intent, urgency, category, and service level agreement (SLA) in < 2 seconds for requests arriving through any channel. Related requests kept together When your client reports an issue on three channels, your team sees one ticket, not three, while widespread issue patterns surface automatically. Your ticket, ready for work Your team gets the channel, summary, analysis, time entry, notes, recording and transcript in ConnectWise, Autotask, HaloPSA, ServiceNow, Syncro or SuperOps. Context that follows the conversation Your client texts, calls, then asks for a portal link, and your tech sees the full conversation in the same ticket. Records ready when needed Every call, Teams message, SMS thread, and portal session enters one immutable audit log, with HIPAA, SOC 2, CMMC, PCI-DSS evidence available on demand. Your brand across channels Your voice agent, Teams bot, SMS sender, portal, mobile app, and email sender carry your brand, keeping MSP Process out of your clients' view. Fewer tools to manage Bring the work of 6 to 8 standalone vendors into one platform, with one contract and one support team. Your existing PSA. Every channel connected. ConnectWise Datto Autotask HaloPSA ServiceNow SuperOps Syncro Zendesk Freshservice Your team's day. Less work between requests. +47% More requests captured as tickets Channel requests that used to vanish into DMs become real tickets −38% Time to first response No more channel-switching to identify, categorize, or route 6 to 8 Standalone vendors replaced SMS gateway, Teams bot, answering service, verification tool, consolidated 100% Audit records ready for review Every channel, every interaction, written to one immutable log Your everyday requests. See them put to work. Book a walkthrough of eight channels feeding one ticket. We'll show sample voice, Teams, SMS and portal requests with AI triage and the ticket ready in a representative PSA environment.
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# On-Call Scheduling
https://mspprocess.com/on-call-scheduling/
After-hours requests. Your team, on call. Put AI automation to work after hours, with shared rotations, paging across channels and automatic retries that bring the right technician into each request. Your clients call. Your team has coverage. With MSP Process, your team can route P3 tickets received at 2am to the morning queue, with activity logged in your PSA (professional services automation). Calls beyond office hours A client calls at 11 PM, but without someone answering, your team may find the request at 8 AM the next morning. Your schedule, kept together A spreadsheet can leave a technician on vacation listed as available, creating a 45-min delay while your team finds cover. With MSP Process On-Call AI VoiceAssist answers the call, captures the issue and creates a ticket, then pages your on-call technician with P1 requests flagged. Your on-call routines. Ready to run. Bring your daily or weekly rotations, holiday exceptions and response rules together, then set the paging order and retries your team needs. Your rotations and exceptions Set daily, weekly, follow-the-sun or custom block schedules, with overrides for time off and holiday rules that repeat each year. Multi-channel paging with retry Reach your technician through Teams, text messages (SMS), voice, email or mobile notifications, with your chosen order, retry intervals and backup escalation. Routing by request priority AI VoiceAssist or your intake form assesses severity: P1 starts the full chain, P2 pages the primary with retries, and P3 / P4 waits until morning. Your technician takes over When your on-call technician accepts the request, your client receives an automatic update and the handoff is logged with the ticket. Activity in your PSA Every page, retry, acknowledgment and escalation decision is logged to your ticket and dashboard for service level agreement reviews and compliance audits. Your team's response times See who's on call, open requests, median acknowledgment and resolution times, and coverage gaps, with breakdowns by technician and client. A client calls. The right technician responds. AI VoiceAssist and On-Call Scheduling handle one after-hours request in Five steps, from answering your client to recording your technician's response. Answer the call AI VoiceAssist answers 24/7, captures your client's issue and creates a ticket so your team has the details. Assess the priority The request is assessed automatically, with P1 / P2 starting escalation and P3 / P4 joining your team's morning queue. Page your technician Your on-call technician receives the page across Teams, SMS, voice, email and mobile, with retries and escalation to backup. Accept the request Your technician taps to accept, and your client automatically receives an update with the expected time of arrival. Record the activity Each page, retry, acceptance and escalation receives a timestamp in your PSA, while acknowledgment and resolution dashboards update live. Your team's channels. Your chosen order. Bring Teams, SMS, voice, email and mobile notifications into your paging order, with the first technician to accept taking the request. Your Microsoft Teams alerts Your technician receives a direct message in Microsoft Teams with an accept button, bringing the request into their existing conversation tool. Text alerts by SMS Your technician receives an SMS alert and replies yes to accept, giving them a way to respond by text. Calls to your technician Automatic voice calls reach your on-call technician, with retry intervals configured to match the response process your team uses. Alerts in your inbox Email alerts arrive in your routed inbox, while the record of each page stays available for your team's reviews. Your mobile app alerts Push notifications reach your technician in the mobile app, where they can accept the request with a single tap. SEE WHAT NEEDS YOU Know who's on. See what's open. Your on-call team tonight 4m Median acknowledgment time 23m Median resolution time 100% On-call coverage Mike R. on call David L. Service desk manager, available as backup Tara K. Senior engineer, holiday override scheduled Escalated to backup Blocked Northwind VPN Resolved at 10:48 PM Closed Your existing PSA. Your activity, recorded. ConnectWise Datto Autotask HaloPSA SuperOps Syncro Kaseya BMS ServiceNow Freshservice Zendesk Microsoft Teams Microsoft Authenticator Duo Security Your team's time. Your on-call results. 60% Less after-hours overhead Offshore overflow contracts cancelled. Fewer hours billed for triage chaos. 4 min Median acknowledgment time From P1 fire to tech accepting. Multi-channel paging beats voicemail. 0 Missed P1 escalations Auto-retry + auto-escalate guarantees somebody picks up. 100% Activity logged in your PSA Every page, retry, accept, and escalation timestamped to the ticket. "We had a $4,200/month overflow contract and a constant fear that something would slip through. After standing up MSP Process On-Call, we cancelled the contract in month two. Multi-channel paging means somebody is always reachable, and the audit log makes SLA reviews a non-event. The dashboard alone is worth it." Hunter Thevis President S1 Technology Your after-hours work. Let's put automation to work. See how MSP Process On-Call Scheduling captures requests, pages your technician and records activity in your PSA.
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# Outbound Notifications
https://mspprocess.com/outbound-notifications/
Your clients' channels. Your team's notifications. MSP Process handles outbound notifications across Teams, SMS text messages, Email, and AI Voice, so your team can keep clients informed automatically. Beyond the inbox. Closer to your clients. An urgent priority one (P1) ticket at 11pm needs a clear route to the person on call. Connect the channels your team uses, with delivery records and automatic routing when a message needs another way through. When email needs help An email left unread until 7am, a client update in a promotions folder, or "I never got that email" leaves your team handling follow-up manually. Another route to respond In the example, the technician accepts the P1 in 90 seconds after notifications through Teams, SMS, and AI Voice reach the person on call. Your message, ready. Your channels, connected. Bring Teams, SMS, Email, and AI Voice together so your team can send notifications and see delivery confirmation from one platform. Messages in Microsoft Teams Send your technicians direct messages in Microsoft Teams, with ticket details and action buttons in adaptive cards, plus channel posts for the wider team. Texts with ticket replies Send SMS notifications and bring replies back into the ticket, with multimedia messaging service (MMS) support for screenshots and photos. Email for each client Use branded email templates for each client, with reply parsing and delivery settings for routine updates and confirmations. Calls when messages wait When other channels receive no response, AI Voice calls your technician on call with ticket details and a way to acknowledge the alert. Your everyday events. Their next steps. Connect your PSA (professional services automation), remote monitoring and management (RMM) tools, on-call calendar and security tools. Use the events your team already tracks to send notifications to the right people on their channels. Updates throughout the ticket Notify the right people when tickets change, from creation and assignment to resolution, reopening and service level agreement warnings or breaches. Alerts from your monitoring Bring alerts from Datto, NinjaOne, ConnectWise Automate, and Kaseya together, remove duplicates, then route notifications to the people who need them. A clearer shift handoff Send automatic notifications when on-call shifts change, so your technicians know when it is their turn to handle incoming requests. Summaries on your schedule Set up daily, weekly or monthly summaries with the content your team needs, delivered to the right people on their channels. Requests with identity checks We deliver multifactor authentication challenges, identity codes and technician requests securely, so verification supports the work your team handles. Events from your systems Connect a webhook, an application programming interface or a bot event to send a notification through MSP Process. SEE IT WORK A ticket comes in. The updates follow through. 2.1s An email server goes down A P1 alert reports that the email server at Northwind Dental is down, starting the notification sequence for your team. Read 1.3s A technician takes the ticket Ticket #4821 is assigned to a technician, with an estimated arrival time of 20 min included in the update. Delivered 12s An unanswered message moves on When the Teams message receives no response in 5 min, the notification moves to the next channel in the sequence. Accepted 4.2s Resolution reaches your client Once the ticket is resolved, your client receives a summary and a customer satisfaction survey to share their experience. Opened Keep your clients informed. Keep your team moving. We'll show you how outbound notifications handle updates across Teams, SMS, Email, and AI Voice as a ticket moves through your desk. Bring the notification process your team handles by hand, and we'll talk through the channels, routing and delivery records together.
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# Password Reset
https://mspprocess.com/password-reset/
Password resets by phone. More time for your team. AI VoiceAssist verifies your caller through Microsoft Authenticator or Duo, resets their password and sends a branded, single-use link without a technician. Your team can also reset passwords inside your PSA (professional services automation), with each step recorded against the ticket. Your clients call. Their resets get handled. AI VoiceAssist handles the reset while your client stays on the call, from verifying their identity to recording the outcome in your ticket. Your client calls 00: AI Voice answers in under 30s and understands the caller's password reset request in their own words, without a phone tree. Your caller verifies 08: We verify your caller through Microsoft Authenticator, Duo, Photo ID or a secure one-time link before the password reset can proceed. Their password resets 14: The password resets through a secure connection to Entra ID, Active Directory or your identity provider, without anyone reading it aloud. Their link arrives 18: Your caller receives a branded, single-use link by text message or email, with a time limit for setting their new password. Your ticket updates 22: A ticket is created in ConnectWise, Autotask, HaloPSA or ServiceNow, bringing the full call transcript and verification record together for your team. Your team steps in. The same checks apply. When a request comes through Teams, your portal or a walk-up, your technician handles the same verified reset from inside your PSA. Verification before the reset Your technician can trigger the reset only after the requester passes end-user verification, with the reset button unavailable until that check is complete. Reset from your ticket Your technician resets the password inside ConnectWise, HaloPSA, Autotask or ServiceNow, without opening another console or seeing the password. A record of each reset We write the verification method, multifactor authentication evidence, initiator, time and channel to your ticket so your team can review what happened. Your clients set passwords. Your team keeps the record. Your clients receive a branded link and set their own passwords, with verification and the outcome recorded for your team. In 2026, callers impersonating employees target password resets to gain access through the service desk. A request without verification At 01, a caller says "I'm Sarah from Northwind, I need a reset." and a tier 1 technician begins handling the request. A request with verification At 01, AI Voice sends an Authenticator or Duo push to the employee's registered device, requiring approval before the reset proceeds. Your reset tools together. Your workflow in place. MSP Process brings the work of Five separate password reset services into one verified workflow, with delivery and records handled together. Links beyond PwPush alone Bring password delivery into your verified reset workflow, with branded links that expire after use and a record on your ticket. Delivery within your workflow Bring password delivery into the same process as verification, with a secure link sent by email or text message. Passwords your clients set Your callers set their own passwords through a secure link, so your team handles the request without reading credentials aloud. Resets on the call Your clients can request a password reset by phone, verify their identity and receive a link without visiting a separate reset portal. Calls without technician handling AI VoiceAssist handles the password reset call from verification through delivery, bringing the transcript and outcome back to your ticket. Verified resets in practice. Results from working service desks. 68% Reduction in tier 1 reset tickets Auto-resolved by AI Voice 100% Verified resets No password without MFA proof < 90s Average call time Caller hangs up resolved 7 yrs Audit record retention SOC 2 / HIPAA evidence-ready See a reset handled. See your team's part. Book a demo and we'll walk through a verified password reset, starting with AI Voice answering the call. You'll approve on your registered device, receive the branded link and see the verification and reset recorded in the audit log.
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# Password Rotation
https://mspprocess.com/password-rotation/
Passwords on schedule. Less work on rotation. Put Password Rotation to work across Active Directory, Microsoft 365 and local accounts, with service accounts coming soon. We write each change to IT Glue, Hudu or the built-in MSP Process Vault, keeping your team's records up to date. Your clients' accounts. Your team's familiar tools. When a client's password is due for rotation, we change it and update the record where your team already works. Accounts ready for rotation Your team can rotate Active Directory user and admin accounts, Microsoft 365 accounts through Graph API, and Windows local accounts. Records where you work We sync each password to IT Glue, Hudu or the built-in, encrypted MSP Process Vault and record every rotation. Your clients' requirements. Your rules for rotation. Set the schedule and password requirements for each client, then apply those rules individually or across many clients. Rules for each client Your team sets rotation frequency and password complexity for each tenant, with bulk changes across clients or settings for one. Scheduled or on demand Your team can schedule rotations every 30 / 60 / 90 days or start one immediately from the MSP Process App. A record of changes We log who rotated each secret, when it changed and where it was written, with records your team can export. Protection through each change We encrypt secrets in transit and at rest, with a zero-knowledge design so MSP Process never stores plain-text secrets. _1-Click Breach-Response Mode_ ## Rotate every AD and M365 password, domain-wide, audited. Triggered from the MSP Process App and gated by identity + role-based permissions to prevent abuse. When a client is compromised, force a full-domain credential rotation in a single click, with a full audit row written for every credential. ## Fits your documentation & identity stack. Rotation reads and writes through the platforms you already run, no rip-and-replace. - IT Glue - Hudu - MSP Process Vault - Active Directory - Microsoft Entra - ConnectWise - Datto Autotask - HaloPSA Your first rotation. Set up with us. Bring your Active Directory, Microsoft 365 and documentation platform, IT Glue or Hudu, to a setup session after a proof of concept. We'll set your first rotation policy and run a test rotation against a sandbox tenant.
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# Plans & Pricing
https://mspprocess.com/plans/
Plans and pricing Each plan includes the one before it. We price around your technician and client volume. In a 30-minute call, we'll help you choose a plan and price it against your technician and client volume. Verification Plus End-User Verification Verify your client's identity quickly and frictionlessly Verify your client's identity quickly and frictionlessly with DUO, MS Auth, MS Teams, SMS, WhatsApp, email, brandable links or an automated phone call. Full interaction is logged in your PSA. Technician Verification Prevent voice-phishing attacks on your clients Prevent voice-phishing attacks on your clients by easily allowing them to verify the identity of your technicians. Available through SMS, client portal, MS Teams, and website widget. Secure Data Send & File Share Effortlessly share sensitive data right from your PSA Effortlessly share sensitive data right from your PSA — complete with expirations, single-click access, and detailed audit tracking. Secure Data Request Securely request sensitive information from your clients directly through your PSA Securely request sensitive information from your clients directly through your PSA — including passwords, credit card details, and more — with built-in expirations and full audit trail visibility. Technician Mobile App Access your PSA at your fingertips Access your PSA at your fingertips with the MSP Process Technician mobile app. Create tickets, view and manage existing tickets, update time entries, AI voice-to-ticket dictation, mileage tracking, time entries, and a lot more! The Foundation for a More Secure, Efficient MSP The Verification Plus plan gives you the core verification and secure data tools you need to reduce risk, improve efficiency, and deliver a better client experience. Assist Self-Serve Password Reset Support password resets, account unlocks, and MFA resets Support password resets, account unlocks, and MFA resets across Active Directory, Azure Active Directory, and local machines. Technicians can reset clients' accounts directly from within your PSA after a successful end-user verification is completed. Actions can also be completed through AI Voice Assist, AI Chat Assist, and an optional client mobile application. Schedule Assist Allow technicians to send clients' calendar meeting invites directly from your PSA Allow technicians to send clients' calendar meeting invites directly from your PSA. One-to-one meetings, group meetings, round robin, first availability, you name it. Clients can use our AI voice and AI chat to schedule their own call with technicians as well. Schedule Assist is a full-fledged booking tool baked right into your PSA. Everything from the Verification Plus Plan Included Includes all the features from the Verification Plus plan, including end-user verification, technician verification, secure data send & file share, secure data request, and the technician mobile app. Professional Integrated SMS/MMS Technicians can communicate with clients via SMS and MMS Technicians can communicate with clients via SMS and MMS without exposing their personal cell phone numbers. All conversations are automatically logged within the PSA ticket notes, keeping communication centralized and documented. Clients can also create new support tickets directly via SMS. SMS Broadcasting Quickly notify clients in bulk via SMS Quickly notify clients in bulk via SMS using dynamic filters and broadcasting capabilities. Keep clients informed during outages, emergencies, or important service events—even when traditional communication channels are unavailable. For example, notify affected users of an Outlook outage when email is temporarily unavailable. Integrated WhatsApp Give clients the ability to create tickets and chat directly with technicians Give clients the ability to create tickets and chat directly with technicians through WhatsApp. Technicians can respond directly from the ticket within their PSA, with all conversations automatically logged to the ticket for complete communication history. On-Call Scheduling Organize and manage your technicians' after-hours and on-call schedules in one place Organize and manage your technicians' after-hours and on-call schedules in one place. Automatically route alerts, notifications, and ticket assignments to the appropriate on-call technician, helping ensure critical issues reach the right person at the right time. AI Ticketing Triage Automatically review and triage inbound tickets as they enter your PSA Automatically review and triage inbound tickets as they enter your PSA. MSP Process can intelligently update the ticket status, title, type, subtype, and category, helping keep tickets organized and ready for technicians to action. AI Dispatch Automatically route and assign inbound tickets to the appropriate technician Automatically route and assign inbound tickets to the appropriate technician based on the ticket and your team's workflow—helping reduce manual dispatching and get tickets into the right hands faster. AI Chat Assist Deploy AI agents across SMS, the Microsoft Teams client portal, and website live chat Deploy AI agents across SMS, the Microsoft Teams client portal, and website live chat to automatically engage with clients, answer questions, and assist with support requests—giving clients immediate access to help across multiple communication channels. Workflows / Notifications / Alerting Use email parsing and webhook monitoring to create automated alerts Use email parsing and webhook monitoring to create automated alerts, notifications, and uptime monitoring for critical events. Keep your team informed and enable faster responses when important issues arise. Website Live Chat Add a website live chat bot to your MSP's website Add a website live chat bot to your MSP's website to provide information, answer questions, and complete various tasks directly from your website. Everything from the Verification Plus and Assist Plans Included Includes all the features from the Verification Plus and Assist plans, including end-user verification, technician verification, secure data send & file share, secure data request, the technician mobile app, self-serve password reset, and Schedule Assist. Optional Add-ons. Powerful add-ons to extend your capabilities and get even more from MSP Process. AI VoiceAssist Your always-on AI voice assistant for inbound calls. AI VoiceAssist provides an intelligent voice assistant to answer inbound calls, verify users, create tickets, schedule calls, and more — helping you deliver faster support and a better client experience. Inbound call answering User verification Ticket creation & triage Call scheduling 24/7 availability Reduces technician workload AI CallScribe Turn every call into complete documentation. AI CallScribe records, transcribes, and summarizes your outbound calls directly from within your PSA. It captures key details, performs sentiment analysis, and automatically creates time entries — so your team can focus on the conversation, not the admin work. Call recordings Transcripts & summaries Sentiment analysis Automated time entries Added directly to ticket notes Boosts productivity Privileged Account Password Rotation Stronger security, less risk, fully automated. Automatically rotate and manage privileged passwords across your environment, including domain admins, local admins, M365, and service accounts. With integrations for ITGlue, Hudu, and Lexful, plus the MSP Process password vault, you get secure, compliant password management without the manual effort. Automated password rotation Domain admins, local admins, M365 & service accounts ITGlue, Hudu, Lexful integration, plus MSP Process password vault Improves security & compliance Reduces risk of credential exposure Full audit trail and reporting LET'S TALK AUTOMATION Your everyday work. Our starting point. Share your email and phone number so we can arrange a call at a time that works for you. We'll talk through your team's work and quote against your technician and client volume to help you choose a plan. Choose a time for your demo. Explore MSP Process in a sample environment. No customer data or PSA connection needed.
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# Platform Overview
https://mspprocess.com/platform-overview/
Every client channel. One connected service desk. MSP Process connects voice, Teams, SMS, WhatsApp, email, portal and chat to your PSA, your professional services automation system. AI Voice answers requests, AI triages and routes them, and every action writes back to the ticket with notes and time entries. Work across every channel. Details in every ticket. ConnectWise Datto Autotask HaloPSA SuperOps Syncro Kaseya BMS ServiceNow Freshservice Zendesk Microsoft Teams Microsoft Authenticator Duo Security SEE WHAT CONNECTS Your connected service desk Work recorded in the ticket Voice, Teams, SMS, WhatsApp Portal, email, live chat, mobile MSP Process connects the work Triage, routing and notifications Everyday client requests. Less everyday desk work. Three connected capabilities help your team answer requests, handle each client's requirements and write the work back to your PSA automatically. AI Voice Agent Our Patent Pending AI Voice Agent answers 24/7, captures intent and handles level one and after-hours overflow before your team picks up. End-User Verification Your team brings each client's requirements into the flow, with Authenticator, Duo, SMS, Teams, Email and Photo ID available across inbound channels. Reverse Tech Verification Our Patent Pending capability gives your clients a one-tap step before granting access, with the result recorded on the originating ticket. _Everything the platform does_ ## Eleven capabilities. One control plane. Identity, intake, automation, communications, wired together with your PSA at the back. No tool stack. No glue scripts. Your team's daily work. Connected to your PSA. End User Verification Your team can choose from 13 methods, including Authenticator, Duo, photo ID and secure links, to fit each client's requirements. Tech Verification, Patent Pending Your clients confirm your technician in one tap before remote access, bringing the other direction of Zero Trust into the same request. Secure Data Sharing Your team sends temporary passwords, credentials and sensitive files through branded links, with time limits and single-use access built into the flow. AI Voice AI Voice answers 24/7, classifies requests, creates tickets and writes summary, analysis, time entry, notes, recording and transcript back to your PSA. AI ticketing triage AI ticketing triage applies type, subtype, priority and status to every inbound ticket, ready for your dispatch team. ScheduleAssist Your clients choose their own appointment slots, and ScheduleAssist writes the confirmed appointment back to your PSA as a scheduled ticket. On-Call Scheduling Paging follows your rotation and severity rules, escalating from primary to secondary to manager when nobody acknowledges the request in 5 minutes. Password Reset Your clients reset passwords through branded AI Voice or PSA technician flows, with force-reset in Entra ID, Active Directory or your identity provider. Teams Chat Ticketing Your clients use tickets, knowledge articles and invoices through your branded MSP app inside Microsoft Teams, where they already work. Two-Way SMS & MMS Your team sends and receives messages and diagnostic photos inside the PSA ticket, with every thread attached automatically and no personal numbers needed. WhatsApp Messaging Your team handles two-way WhatsApp conversations with read receipts and media, with each thread and its audit trail recorded in the PSA ticket. SMS Broadcast Your team picks a PSA group and sends outage, maintenance or all-clear updates in seconds, keeping clients informed through the same channel. Client Portal, Mobile App Your clients use your branded portal and mobile app for tickets, knowledge articles, invoices and threaded chat, all synced with your PSA. One client's request. One connected ticket. Follow a client request from arrival to the ticket record through the same five-step flow, with your dispatcher's queue as the source of truth. Capture the request 00: A client brings a request through any of 8 channels, and its full details arrive in one queue for your team. Confirm before taking action 08: We verify identity before privileged action using Authenticator, Duo push, Photo ID or a secure one-time link, with multifactor authentication through Entra + Duo. Prepare it for dispatch 14: AI assigns the type, subtype, priority and status, then routes the request to the right queue. Bring in the right help 18: The request is resolved during the call, queued for daytime or paged to your on-call team with context and a transcript. Record the completed work 22: The summary, analysis, time entry, notes, recording and transcript go into your PSA or IT service management system for review. More time for clients. Less work between requests. 12 min Time recovered per ticket Billable time techs were leaking on note-writing. −47% Inbound email tickets Captured in voice / portal / Teams instead, with full metadata. 3.4× Average first-year return on investment Labor + breach + after-hours + new revenue, modeled. 100% Records ready for audit Identity chain, transcript, action log on every ticket. Your service desk. See what fits. In a demo, we'll show a representative service-desk workflow, then discuss your volume, identity requirements and PSA. No customer data or PSA connection is needed.
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# Quick Ticketing
https://mspprocess.com/quick-ticketing/
Work logged on site. More time for your clients. Your onsite tech goes in for one ticket and fixes four; Quick Ticketing helps capture all four in 5 seconds per ticket. Dictate, tap or text from the channels your team uses, with no login to your PSA (professional services automation). The work you handle. The record to match. Your onsite techs handle four issues and log one, while phone fixes and parking lot conversations wait until later. Quick Ticketing brings that work into your PSA while the details are fresh, so your dispatch team can see what's been handled. Your extra onsite work Quick Ticketing helps your team log the fix that takes 4 minutes onsite, ready for billing alongside the planned work. Your notes, still fresh Quick Ticketing helps your techs capture details as they work, instead of spending 30+ minutes rebuilding tickets from memory. Tickets within easy reach "Open laptop, VPN, PSA login, find client, find contact, fill 7 fields, save." Quick Ticketing gives your techs a shorter route through the channels they're already using, with ticket fields filled automatically. Describe the work. Let the ticket follow. Five steps, sub-five-second end-to-end: your tech describes the work once, and Quick Ticketing creates a ticket with the details filled in. Capture the request Your tech describes the issue through mobile voice, a Teams slash command, SMS, the portal or email. Match the details We use AI to pick out the company, contact, issue and urgency, matching the details against your PSA records. Apply your categories Quick Ticketing uses the issue details and your categories to set the type, subtype, priority and service board. Create the ticket Quick Ticketing writes directly to ConnectWise, HaloPSA or Autotask, with Six to eight fields populated and no PSA login required. We also connect with ServiceNow, SuperOps and Syncro, bringing ticket creation into the PSA your team already uses. Return the confirmation Your tech receives the ticket number and link in the channel they used, ready to continue with the visit. Your familiar channels. Your work, captured. Six entry channels bring requests into the same ticket process: mobile app, Teams, SMS, web portal, email or AI Voice. Dictation from your phone Your tech speaks for 10 seconds in the mobile app, and Quick Ticketing creates the ticket in your PSA. Quick tickets in Teams Your tech uses /quickticket in a Teams direct message or channel, and AI creates the ticket and returns a confirmation card. Tickets from a text Your tech texts a sentence from their personal phone, and AI creates the ticket and replies with its number and link. Tickets from your browser Your tech opens the technician-only web portal and fills three fields max, with no need to log into your PSA. Tickets from client emails Your tech forwards a client email to your dedicated address, and AI creates a ticket with the original email linked. AI Voice for intake Your tech calls a dedicated MSP-only number and dictates the issue, with AI Voice handling ticket creation while the phone stays on speaker. Your ticket fields. Already filled in. Seven fields bring the request into your PSA, with Quick Ticketing matching records, applying your categories and choosing the service board. Your client, matched automatically Quick Ticketing matches "Northwind" to your Northwind Dental PSA record, using approximate name matching against your client list. Your contact, matched automatically Quick Ticketing matches "Sarah K" at Northwind to Sarah K. Smith, using the contact records in your PSA. A clear ticket title Quick Ticketing turns your tech's dictation into a title that describes the issue: "Network printer offline, invoice printing blocked." Your type and subtype Quick Ticketing reads "Printer offline" and applies Network as the type and Printer as the subtype, using your PSA categories. Priority from the request Quick Ticketing uses urgency cues and client tier weighting to assign priority: "Whole office can't print invoices" becomes P1; "When you get a chance" becomes P4. Your service board routing Quick Ticketing routes network issues to Network Operations and endpoint issues to Helpdesk, without your dispatch team assigning the queue. Your existing PSA. Your tickets, written directly. ConnectWise PSA Datto Autotask HaloPSA Kaseya BMS SuperOps Syncro ServiceNow Zendesk Freshservice Microsoft Teams Microsoft Authenticator Duo Security Work your team handles. Results your team can see. +38% Onsite work logged Tickets that previously walked out the door 85% Less manual data entry AI fills 6 to 8 fields per ticket 5s Average ticket creation time From spoken sentence to PSA-ready 0 PSA logins required Tech never opens the PSA to log a ticket MSP Process is a fabulous product for any MSP. We integrate with ConnectWise PSA and it works seamlessly, automating a number of our workflows. Patrick and his team are a joy to work with. Gary Allen Director of IT Bring your everyday work. See the ticket follow. Book a demo, and we'll walk through dictating a sample ticket from a phone. You'll see the seven fields populate as we speak, with a ticket created in a representative PSA workflow.
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# ScheduleAssist
https://mspprocess.com/scheduleassist/
Your clients book. Your team gets time back. ScheduleAssist handles bookings by phone, chat and link, matching your clients with available technicians and keeping your PSA (professional services automation) calendar updated. Send calendar invitations for one-to-one meetings, group meetings, round robin or first availability. Everyday appointment requests. Less work arranging them. Booking links and calendar invitations help your team arrange appointments from the PSA, with AI voice and chat booking for your clients. Access before appointment selection Your clients complete the access step through Authenticator, Duo, text message or Teams before choosing an appointment from your team's calendar. Schedule over the phone Alpha (AI VoiceAssist) answers your clients' inbound calls, captures the issue and books an appointment during the conversation, without a portal or link. Choose a meeting format Send calendar meeting invitations directly from your PSA for one-to-one meetings, group meetings, round robin or first availability. Schedule over chat AI ChatAssist handles inbound chats through your portal, Teams or WhatsApp, creates the ticket and books an appointment within the conversation. Reminders in familiar channels Your clients receive text, email and Teams reminders at 24h, 1h and 15 minutes, all carrying your brand and sender details. Links from your team's tools Your technicians can send booking links from a PSA ticket, Teams, text message or WhatsApp, with manual and automated options. A link to book. A time that works. Your clients move from booking link to confirmation in under 60 seconds, with six steps that keep your PSA updated without dispatcher coordination. A link within reach Your team shares a booking link through your PSA, ticket autoresponder, email signature, portal, Teams or text message. Access to the calendar Your client uses Authenticator, Duo, text message or Teams push to complete the access step before the calendar opens. Times that fit ScheduleAssist checks calendar conflicts, technician skills and time zones, then shows your client the appointment times that fit. The right meeting format Your team can offer one-to-one meetings, group meetings, round robin or first availability. An appointment your client chooses Your client picks a time, then receives a confirmation, calendar invite, preparation form and reminders through Teams and text message. Details in your PSA ScheduleAssist creates or updates the ticket, reserves time on your technician's calendar and records the booking in your PSA. Your service desk's schedule. Your service desk's rules. Calendly & generic schedulers ScheduleAssist, MSP-grade Client access before calendar availability Anyone with the link can book [object Object] Your PSA calendar conflicts Sees Google / Outlook only [object Object] Appointment booking by AI voice or chat Web link only [object Object] Ticket updates in your PSA External webhook + manual sync [object Object] 100% white-labeled with your brand "Powered by Calendly" everywhere [object Object] Considering ScheduleAssist as a TimeZest replacement? [Read the comparison](/compare/msp-process-vs-timezest/). Your clients book. Your brand stays familiar. ScheduleAssist brings your domain, logo, colors and wordmark to booking pages, calendar invites, email confirmations and text reminders, without MSP Process branding. Your own booking address Your clients book through an address on your domain, such as bluewolfmsp.com/book, with your branding throughout the booking page. Your logo, colors and fonts Your booking pages use your logo, colors and fonts, with separate branding for each client's tenant when you resell the service. Confirmations that carry your brand Your emails, calendar invites and text reminders carry your brand, so clients receive booking details from you without MSP Process branding. SEE THE BOOKING Network outage triage, Northwind Dental Pick a time that works for Sarah K. Tue, Apr 28 1:30 PM, 2:30 PM ET Mike R. Network operations Remote join.bluewolfmsp.com/r/4827 Ticket #4827 Synced to your PSA Your existing tools. Your bookings connected. ScheduleAssist syncs bookings with ConnectWise, HaloPSA and Autotask, reserves time on your technicians' calendars and records the activity on the source ticket. Fewer missed appointments. Less work coordinating them. 62% Reduction in missed appointments Triple-channel reminders, branded sender 100% Identity-verified bookings EUV gates the calendar before slots load 0 Bookings coordinated by dispatchers Self-service, PSA-aware, zero email ping-pong < 60s Time from link to confirmation Verify, resolve, pick, sync Bring your booking process. See it put to work. In a demo, we'll show ScheduleAssist in a sample PSA environment. We'll walk through a booking together, from the first step to a confirmed appointment.
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# Secure Data Sharing
https://mspprocess.com/securedata-sharing/
Your sensitive data. Shared with the right person. Your team shares passwords, files and credential bundles through branded, single-use encrypted links, with identity checks and a record in your PSA (professional services automation). Forwarded emails can expose sensitive content to someone other than the intended recipient, so access includes verification. The details clients need. The sharing your team needs. Your team can share six asset types through encrypted links tied to the ticket, without opening another app or copying sensitive details into messages. Passwords and temporary credentials Your team generates and shares encrypted passwords for one viewing, without reading them aloud or typing them into an email. Documents for verified recipients Your team shares contracts, compliance reports, security assessments and business associate agreements through encrypted downloads with multifactor authentication and recipient watermarks. License keys and access credentials Your team bundles software keys, application programming interface credentials and service account details into one verified portal session for single-use access. Configuration and setup details Your team shares virtual private network profiles, wireless network keys, server addresses and installation scripts through encrypted links tied to the ticket. New starters, one handoff Your team packages a new starter's setup into one verified portal handoff, with one link, six items and one audit row. Instructions with sensitive details Your team sends setup instructions containing authentication tokens, recovery codes and internal web addresses through a single-use page outside the email body. ## Generate, send, and log without leaving the ticket. Tech opens the secure share panel inside their existing PSA. The full chain, generated, delivered, accessed, expired, writes back to that ticket automatically. - One-click share, text, file, or request, from any open ticket. - Single-use, time-limited links with location and period controls. - Every event auto-written to the ticket and the internal note. ![Service ticket showing the embedded MSP Process Secure Data Sharing panel with Text, File, Send Request, and Request list tabs, a drag-and-drop file area, and link options for period, location, single-use link, and log destinations.](media:01M1M7W246NE2MW0SSZH2052QB) From your team's ticket. To your verified recipient. Each share follows a five-step process, with plaintext visible for milliseconds on the recipient's device only after their identity is verified. Create from your ticket Your technician creates a password, file share or bundle inside the PSA ticket with one click, without switching apps or copying details. Encrypt before sending Content is protected with AES-256 encryption and a single-use link on your branded domain, without storing plaintext on the server. Deliver through your brand Your client receives a branded text message or email through their verified channel, with email signed with DKIM. Verify before opening Your recipient confirms their identity with biometrics or an Authenticator push before they can open the shared content. Record each step Your PSA ticket and SIEM record when the share was created, sent, accessed and expired, keeping each step together. Your sharing history. Ready for your next audit. Your team gets a tamper-evident record for every encrypted, identity-verified share, so compliance teams and auditors can follow what happened. Encryption before content leaves AES-256 encrypts content before it leaves your technician's session, with the link acting as the key and no plaintext stored on your servers. Access with an expiry Each link expires on first access or after a configurable 24-hour default, limiting the "I forwarded it to my team" exposure. Verification before content opens Your recipient verifies with biometrics or Authenticator on the right device before opening content, so the link alone doesn't grant access. Your brand throughout delivery Your clients see your brand across sender and link domains, the portal, email layout and text message sender. Records for your audit We provide sharing records for your audits covering HIPAA, SOC 2, CMMC, PCI-DSS and GDPR Article 32, with evidence from each share. 84% Time saved per credential share One click vs. copy / encrypt / send / explain. Generate the link inside the PSA, branded delivery, MFA gate, audit row all included. 100% Shares with an audit trail Every share, every access, every expiry, logged to the PSA ticket and streamed to your SIEM in real time. 0 Plaintext stored on servers Encrypted at rest, in transit, and on retrieval. AES-256 client-side, plaintext exists for milliseconds, only on the recipient's device. $0 Spending on separate encryption tools Most MSPs retire their paid email-encryption subscription within the first quarter. The line item just disappears. Your next secure share. Together in a demo. In a demo, we'll walk through a secure share using a sample branded link and review multifactor authentication. You'll see single-use access and the audit log recorded in a representative PSA environment.
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# SMS for MSP Service Desks
https://mspprocess.com/sms-for-msps/
Everyday client messages. Faster service desk conversations. SMS has a 98%+ open rate and faster response times than email or voice, helping your team resolve tickets faster and keep your clients informed. Continue reading From 8 to 14 effective techs: how Integritek scaled without hiring The math: how AI triage redistributes one full-time tech worth of work Your clients' channels. Your automation, put to work. Book a call with a solutions engineer who came out of an MSP service desk to discuss AI automation across your clients' channels. Bring your stack, and we'll model the impact with your numbers and help you plan a verified service desk after a proof of concept.
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# Solutions
https://mspprocess.com/solutions/
AI automation. Every client channel. Explore MSP Process solutions for your team, the requests you handle and the channels your clients use every day.
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# Enterprise IT Helpdesk
https://mspprocess.com/solutions/enterprise-it/
Everyday requests. Less everyday work. MSP Process brings AI automation to every channel your clients use, handling requests and recording the work in ServiceNow, Zendesk, Freshservice, or HaloITSM. Your MSP can put it to work for IT teams supporting 1,000 to 100,000+ employees. Your clients need help. Your team needs capacity. Your team needs a clear process for everyday requests, from the first call through to the completed ticket. A reset with consequences A major casino's public incident linked a 10-minute helpdesk call and a multifactor authentication reset to $100M+ in losses. Continuity for your clients A Fortune 500 manufacturer's public 8-K disclosure described a helpdesk impersonation incident followed by 3 weeks of downtime. Responsibility across client accounts An IT support vendor's customer notifications described a credential reset incident affecting 27 customers, nearly thirty downstream customers. +1,265% Yearly growth in helpdesk impersonation calls $22M Average ransom following helpdesk impersonation 3 min Average time from call to compromise 81% Share of breaches involving identity Every client channel. One connected workflow. Voice Teams Text messages WhatsApp Email Portal Chat Mobile MSP Process. Your requests handled. AI VoiceAssist Request checks Request triage Team routing Activity records Your existing accounts. Your starting point. Entra ID Okta Ping Duo Authenticator Photo ID Routine account requests. Ready for automation. Password reset Credential rotation Multifactor authentication unlock Secure link delivery Account status Your service desk. The work recorded. ServiceNow Zendesk Freshservice HaloITSM Every action recorded. Ready for review. Splunk Microsoft Sentinel QRadar Chronicle ONE REQUEST THROUGH A client locked out. A reset handled. 1 A familiar greeting Step 1. AI VoiceAssist answers in 0.3s, in the caller's preferred language: "IT support. May I have your full name and employee ID?" 2 The right account Step 2. Sarah K., employee ID 48221 in Engineering, matches the Entra ID directory record, and Authenticator sends a push to her registered device. 3 The caller's response Step 3. Authenticator approval arrives in 1.2s, with the registered device, internet address and location matching the account. 4 The request captured Step 4. "I'm locked out of my account, need a reset." The agent captures the request and streams the transcript to ServiceNow. 5 A new credential Step 5. The agent resets and rotates the password in Entra ID, then sends a single-use secure link to Sarah K.'s registered device. 6 The completed ticket Step 6. INC0048221 closes with the transcript, approval evidence, reset event and secure-link receipt attached, and the records stream to Splunk. Calls covered around the clock Your clients get 24/7 answers in <1 ring, with 30+ languages, regional accents and a sub-300ms first response. Permissions before account changes Your account workflows wait for the required approvals, using your existing providers and a choice of 13+ methods. Resets with scheduled rotation Your workflows reset credentials in Entra ID, Active Directory, Okta or Ping, then deliver the new password through an expiring link. Records ready for review Your call, reset and delivery records stream to Splunk, Microsoft Sentinel, QRadar or Chronicle, with automatic SOC 2 evidence collection. 78% Level one requests handled automatically Reset, unlock, status, and FAQ resolved by voice agent. <90s Average password reset time From call answer to delivered, rotated credential. 0 Passwords spoken during calls Server-side generation, single-use secure link delivery. 100% Events recorded in security monitoring Hash-chained chain-of-custody streamed in real time. Your team's permissions. Part of every workflow. End User Verification brings 13+ methods to your workflows, so sensitive actions wait for identity and authority checks. Approvals on registered devices Your clients receive a push through Microsoft Authenticator, Duo, Okta Verify, Ping or OneLogin when they contact your helpdesk. Help within the call The AI VoiceAssist Verification agent handles single sign-on lookup, device approval, biometric checks or knowledge-based fallback before performing a sensitive action. Photo ID when needed Your higher-risk workflows can use a government-issued document and liveness check, matched against your human resources roster. Links to known channels Your clients receive a branded, single-use link at their registered email address or phone number before a sensitive workflow continues. Confidence in your callbacks Your clients can check that the technician calling belongs to your team before granting remote access, using our patent-pending reverse identity check. Accounts kept in sync Your Okta, Entra ID, Ping and OneLogin records sync through System for Cross-domain Identity Management (SCIM) 2.0 provisioning. Activity in your monitoring tools Your workflow events stream to Splunk, Microsoft Sentinel, QRadar or Chronicle in real time, with linked records that reveal changes. Data where you need it Your enterprise plan supports region-pinned tenants in the United States, European Union, Asia Pacific and Canada, with encryption keys under your control. Sensitive actions within permissions Your password resets, account unlocks and secret sharing require both the requester's identity and the agent's authority before proceeding. Everyday account requests. Less work by hand. Your workflow resets the password, rotates it on schedule and delivers it through a single-use secure link. The completed work goes into your service desk record, with the password kept out of speech, email and plaintext storage. Password resets within your workflow Once required checks pass, your agent resets the credential in Entra ID, Active Directory, Okta or Ping without exposing it in transcripts or audio. Rotation on your terms Your policies rotate credentials by user, role or risk, using schedules, device changes, suspicious sign-ins or security monitoring signals. New credentials delivered privately Your clients receive an expiring link by text message or email, open it once and copy the credential before destruction. Sensitive files shared simply Your team can share tax forms, onboarding packets, multifactor authentication recovery codes and large attachments through the same branded, single-use links. Every step in the ticket Your ticket and security monitoring tools record each request, approval, reset and rotation, plus when a delivery opens or expires. Account help your clients start Enrolled employees can reset passwords through AI VoiceAssist, Teams or your portal after required checks, with a stated 70-80% reduction in level one calls. Your existing service desk. More work handled there. MSP Process connects AI VoiceAssist, request intake, password resets and secure sharing to your existing service desk, with updates flowing both ways. ServiceNow ITSM Your ServiceNow incidents, requests and problems sync both ways, with ticket actions, delivery receipts and Flow Designer approvals through a Scoped App using OAuth 2.0. Zendesk Support Your Zendesk sidebar brings caller context into tickets, while calls create transcripts and activity records through a Private App using OAuth 2.0. Freshservice workflows and records Your Freshservice tickets, requesters, departments and assets sync both ways, with Workflow Automator actions and AI Voice transcripts for Freddy AI through OAuth 2.0. HaloITSM workflows and records Your HaloITSM tickets, users, assets and service-level commitments sync through Halo's application programming interface, with OAuth 2.0 and support for self-hosted installations. Also integrates with Jira Service Management, Cherwell, BMC Helix, ConnectWise PSA, Autotask, Kaseya BMS, Syncro, and SuperOps. Full integration directory → _Compliance & Security_ ## Built for the most-regulated industries. Healthcare, finance, defense, hospitality, manufacturing, every privileged helpdesk action carries an immutable audit trail. Auditors love it. Cyber insurers underwrite it. - Annual third-party penetration testing with public summary report. - Customer-controlled encryption keys (BYOK / HYOK) on Enterprise plans. - SCIM-driven joiner / mover / leaver, no orphaned access. - Granular role-based access control with least-privilege defaults. - Field-level data redaction in logs for PII / PHI / PCI. - Region-pinned tenants for data sovereignty (US, EU, APAC, CA). Your assurance review We hold SOC 2 Type II assurance for your review. Your healthcare requirements We offer a business associate agreement for Health Insurance Portability and Accountability Act requirements. Your data protection agreements We provide a data processing agreement and standard contractual clauses for General Data Protection Regulation requirements. Your defense requirements We align with Cybersecurity Maturity Model Certification level 2. Your information security review We hold International Organization for Standardization 27001 certification. Your payment data requirements We are ready for Payment Card Industry Data Security Standard Self-Assessment Questionnaire D requirements. SEE THE WORK Know what's running. See what needs you. Enterprise IT operations, Northwind Dental, 12,847 employees Recent helpdesk activity Sarah K., M365 outage, Authenticator approved, routed to the on-call team P1 Marcus T., password reset and rotated, Duo push and Photo ID checks passed, secure link delivered Reset Needs your team's attention Blocked Elena R., virtual private network connectivity, account checks passed, resolved automatically through the knowledge base Resolved Dev Team, GitHub access request, multifactor authentication requested and manager approval received Approved Your team's everyday work. Our starting point. Tell a solutions engineer about your most repetitive process, and we'll show a representative workflow for ServiceNow, Zendesk or Freshservice. We can also discuss Zero Trust and AI Voice using sample helpdesk incidents. No customer records or system access are needed.
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# For Managed Service Providers
https://mspprocess.com/solutions/managed-service-providers/
Your clients' everyday requests. Your team's time back. MSP Process brings AI automation to every channel your clients use, helping your team answer requests, handle routine work and keep tickets moving. Founded by an operator who ran a 15-year MSP, we're now in production across 1000+ MSPs and IT Teams in 22 countries. Your service desk's everyday work. More room for your team. Bring calls, ticket routing and routine requests into one process, so your team can spend more time on work that needs them. "I'm the CEO of your client, I'm locked out." Your level one desk gets a clear starting point for an account unlock request, with the client's request captured before work begins. Account resets with clear boundaries Your team handles password and multifactor authentication resets with required checks before privileged actions, keeping the process consistent across your clients. Support for your overnight calls Whether priority one alerts arrive at 2am or clients call at 3am, AI Voice handles triage and pages your on-call technician when needed. Records for your coverage conversations With premiums up 70%, your team can bring documented controls to coverage conversations about MSPs as the #1 ransomware vector and Scattered Spider, ALPHV, LAPSUS$ incidents over the past 18 months. Every channel your clients use. One place for their requests. AI VoiceAssist AI VoiceAssist answers inbound calls in your brand voice, captures what your client needs and opens a ticket, 24/7, across every queue. SMS / MMS Ticketing Your clients reply by text while your technicians respond from the ticket, keeping the conversation inside your PSA and off personal phones. Teams Chat Ticketing Your clients message your support bot in Microsoft Teams, and their request becomes a populated ticket linked to their Entra ID identity. Client Portal Give each client a web and mobile portal in your MSP's branding, where they can open tickets and follow progress, with setup in minutes. The work comes in. The right technician takes over. End User Verification Your team gets a required identity check before password resets, multifactor authentication resets and account unlocks, with the result recorded in the ticket. AI Triage AI Triage reads, categorizes and tags inbound tickets in under two seconds, using intent, urgency, client and service level agreement details. Published time recovery is 22 dispatcher hours/week per 100 clients, giving your dispatcher more room to handle exceptions. ScheduleAssist Your technician sends a booking link, your client picks a slot and ScheduleAssist sends the calendar invite, with 2 hrs/wk back per tech. Mobile Tech App Your technicians can manage tickets, schedules, secure texts, on-call paging, mileage and expenses from the iOS and Android app, with actions logged to your PSA. Everyday requests for your team. Less everyday work by hand. Quick Ticketing Log work in 5 seconds through voice, Teams, text, your portal, email or AI Voice, creating a populated ticket without a PSA login. Automation Bots Build workflows without code to close noise, route by client priority, escalate dormant tickets and sync data when ticket events occur. Password Reset Your client completes the required identity check, chooses a 1-click self-service reset and lets the platform handle it without technician involvement. Outbound Notifications Send maintenance windows, outage updates and service level agreement milestones by text, voice, email or Teams, with confirmations recorded in your PSA. Your team's familiar tools. Your work connected. Tickets and action records write back to the PSA your team already uses, keeping your existing system of record in place. We connect your systems through bidirectional integrations, so your team can handle the work where they already spend their day. ## Add a new revenue line without adding a new product. The white-labeled AI VoiceAssist resells to your clients as a managed offering. 40% client adoption inside year one is the median across MSP Process partners. Net margin per adopted client: $1,678 per month after wholesale cost. ## Your brand, your number, your bill, powered by our engine. The white-labeled AI VoiceAssist resells to your clients as a managed offering. 40% client adoption inside year one is the median across MSP Process partners. Net margin per adopted client: $1,678 per month after wholesale cost. The AI Voice agent ships white-labeled by default. Set a brand voice and a phone number per client. Bill at your retail price; we collect at wholesale. Every interaction writes to your PSA as a billable activity on the client's account. The handoff from "we use it internally" to "we sell it to clients" is one toggle in the MSP Process admin. - White-label out of the box, brand voice, brand number, brand color - 40% median client adoption rate inside year one - ~$1,678 net margin per adopted client / month (Growth tier wholesale) - Co-branded sales decks + onboarding kits included - Quarterly business reviews with our channel team Your existing client base Start with 100 clients in your managed services business as the basis for this AI Voice reseller example. AI Voice for interested clients In this example, 40% adopt AI Voice, giving you 40 clients × $1,678 net/mo as the basis for the revenue calculation. Revenue from your added service The example yields $67,120 / month in new monthly recurring revenue, or $805,440 ARR in annual recurring revenue, at 80% net margin. More of your clients' day AI Voice becomes part of how your clients handle calls, giving them another service to keep with your MSP. **[Run your own numbers in the live ROI calculator](/ai-assist-roi-calculator/)** More time for your team. More visibility into the work. 1 FTE Time recovered per 10 techs AI Voice + Triage + Schedule reduce handle time across the bench 22 hrs/wk Time back for your dispatcher Per 100 clients, AI Triage handles categorization & routing 100% Privileged actions with identity checks Every reset, every unlock, every elevated change, identity-gated −8% Cyber-insurance premium Documented helpdesk-verification control on a $24K policy Your service desk's next step. A walkthrough of your work. Book a walkthrough to follow a representative account-unlock request through AI Voice and into a sample ticket. We'll show end-user verification and its record arriving in the ticket.
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# Reduce After-Hours Burden
https://mspprocess.com/solutions/reduce-after-hours/
Your clients keep calling. Your team keeps resting. Put 24/7 AI Voice to work answering your clients' after-hours calls, opening tickets and handling requests by priority. Routine work waits for morning, while urgent issues reach your on-call engineer with the context they need to help. Calls through the night. Room for your team. Your clients need help after hours, and your team needs enough rest to handle the next day's work. Bring routine calls into an agreed workflow, with a clear route to your on-call engineer when something needs attention. A night of interruptions A familiar sequence: 1, a call at 2:47am; 2, no client context; 3, an hour on a printer issue; 4, a priority one incident at 4am; 5, next-day absence. A night with AI Voice With MSP Process: 1, AI Voice answers in <30 seconds; 2, opens a ticket; 3, queues the printer issue; 4, escalates the urgent incident; 5, prepares the morning queue. Your after-hours requests. An agreed way through. At 3am, AI Voice handles six parts of your after-hours desk, from answering the call to recording what happened. Calls answered through the night AI Voice answers your clients in 30+ languages and handles calls together, so one conversation doesn't leave another caller waiting. Client details with the request AI Voice brings the caller's request into a ticket, giving your team a transcript to work from when they take over. A priority for each request AI Voice captures the request, assigns its category and priority, and applies the contract's service level agreement before routing the ticket. Urgent work reaches your team AI Voice connects to your on-call rotation and routes urgent requests by skill, time zone and severity, with the call context attached. The conversation stays attached AI Voice writes the summary, analysis, time entry, notes, recording, transcript and ticket outcome to your service platform, with an audit record of privileged actions. Bring your coverage costs together Bring 3 costs into one platform line item: your answering service, night-shift hire and the cost of interruptions to your on-call team. A call comes in. The work moves forward. Every after-hours call follows five steps, giving your clients a response and your team a ticket with a clear next action. Answer your client's call AI Voice picks up in <30s and speaks naturally in your client's language, without sending them through a phone tree. Capture what they need AI Voice captures the reason for the call and opens a ticket, keeping the conversation available for your team. Set the request's priority The ticket gets a category, priority, contract response requirement and suggested resolver, ready for the next step in your workflow. Send it where needed Routine requests wait in your queue, while priority one incidents reach your on-call engineer with the context captured during the call. Attach the call record The summary, analysis, time entry, notes, recording and transcript stay with the ticket in your service platform, with records also sent to your security monitoring system. A night of requests. A morning with context. One Tuesday night at a 6-tech MSP: 11 calls answered and 3 hours of sleep saved, with only the names changed in this account. Sarah K., Northwind Dental At 22:14, Sarah K. called about Outlook crashing, and AI Voice sent a workaround before queuing the request for morning. Marcus T., Globex At 23:42, Marcus T. called after losing access to the virtual private network, and a password reset through a secure link resolved it during the call. An unapproved reset request At 01:08, verification kept the reset from proceeding when the real Sarah did not approve the push: "I'm Sarah from Northwind, I need MFA reset urgently." Waystar ops, server down At 02:31, 14 reporters flagged a server outage, AI Voice assigned priority one and paged on-call with context, and the tech responded in 4 min. Initech, a printer issue At 03:52, AI Voice recognised a known printer issue, sent a self-resolve link and queued daytime follow-up after the caller acknowledged it. More calls before morning By 05:11, 6 more calls about password resets, status updates and mailbox issues were ticketed and queued, with 0 humans woken. Ready for your daytime dispatcher At 07:30, the daytime dispatcher arrived to a classified queue, with overnight requests already triaged for the team to handle. Your after-hours coverage. Your options side by side. Answering Service Per-Call Vendor Night-Shift Tech$85K + Burnout MSP Process AI Voice Agent Calls answered 24/7 Yes Partial Yes Calls answered in <30s at 3am No No Yes Microsoft Authenticator or Duo push No Manual Yes Level one issues resolved without an on-call page No Yes Yes Service platform tickets with full transcripts No Manual Yes On-call pages for priority one incidents No No Yes Audit log for SOC 2 / HIPAA requirements No Partial Yes Total annual coverage cost $16K $85K Platform line item Coverage for your clients. Rest for your team. 93% Fewer pages to your team Only true P1s wake on-call. $0 Answering service costs Replaced entirely. +18% Technicians staying with your team Sleep is a benefit. 100% Calls with a recorded history No after-hours black hole. Bring your overnight work. We'll talk it through. Book a call to discuss AI automation across every channel your clients use, starting with your after-hours calls. We'll work through your actual answering service costs, on-call premiums and overnight queue to see where AI Voice fits.
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# Stop Social Engineering
https://mspprocess.com/stop-social-engineering/
Your clients, verified. Your team, ready. MSP Process helps your team verify callers and technicians through your existing multifactor authentication (MFA) before handling requests that change access. Social engineering calls exploit trust at the helpdesk, with MGM, Caesar's, Change Healthcare and Snowflake among the names in reported nine-figure breaches over two years. Familiar requests. Reasons to verify. Your team needs a consistent identity check before changing access, even when a caller sounds familiar or knows the client. These four social engineering patterns show the requests your service desk can encounter in 2026. Caller identity before credential resets Reported incidents include MGM losing $100M+, Caesar's paying a $15M ransom and Snowflake customers exposing data from 165 companies, alongside helpdesk impersonation associated with Scattered Spider / UNC3944. Identity checks before access changes Change Healthcare's $22M ransomware incident gives your team a concrete case to discuss when reviewing credential resets and caller identity checks. Identity beyond a familiar voice Arup engineering lost $25M in a deepfake video call where every "executive" was synthetic, illustrating why a familiar voice needs an identity check. Approval checks with Authenticator and Duo Uber, Cisco and Microsoft faced approval-fatigue attacks in 2022 to 23, with repeated authentication prompts such as pushes at 11pm pressuring users into approval. A request arrives. An identity check matters. Walk through a caller's request with your team, from the details they offer to the access they ask you to change. At step three, verification gives your technician a clear basis for handling the request. Public details gathered beforehand An attacker spends Three to seven days gathering staff names, reporting lines and project details from LinkedIn to make a helpdesk call sound familiar. A familiar sounding request The caller uses those details to impersonate an employee: "I'm locked out, my board call is in eight minutes, please." Access changed on trust Without verification, your technician may reset a password, enroll a replacement authentication device or approve a remote session based on the caller's story. Access beyond the original account The attacker searches for Tier-0 accounts, identity providers and endpoint detection and response consoles, then moves into connected systems. The described dwell time averages 11 to 28 days, while your security operations centre (SOC) investigates activity that appears internal. Disruption across the client's systems Encryption or data theft can interrupt your client's operations, with the investigation tracing the access change back to the call at step three. ## A Zero Trust helpdesk that refuses to be the door. The fix is not more training, more checklists, or a sharper script. It's a verification gate built into your service desk that runs the same way every time, on voice, in chat, on every channel. MSP Process answers the call, identifies the caller against your IdP, pushes MFA to a registered device, and refuses to grant access until the response clears. ## Patent-pending voice verification, integrated with the MFA you already run. The fix is not more training, more checklists, or a sharper script. It's a verification gate built into your service desk that runs the same way every time, on voice, in chat, on every channel. MSP Process answers the call, identifies the caller against your IdP, pushes MFA to a registered device, and refuses to grant access until the response clears. The AI agent answers in your brand, captures the caller's intent, looks them up in Entra ID, Okta, or Active Directory, and pushes an Authenticator, Duo, or SMS challenge to the registered device. No challenge clears, no privileged action runs. No verification, no transfer to a human tech. A pretexting attempt is met with a polite refusal and an audit row, not a credential reset. - AI Voice agent answers 24/7, no after-hours bypass - Caller identified against your IdP, not caller ID or voice tone - MFA push (Authenticator, Duo, Okta) to the registered device - Deepfake- and voice-clone-resistant by construction - Reverse technician verification, clients confirm your tech is real - Full identity chain + transcript written to PSA ticket SEE IT WORK One call. A clear outcome. 01 A password reset request 1 "This is Alex, reset my password, board call in 8." Captured 02 The caller's identity lookup An identity match in Entra ID, with a device enrolled. Identified 03 An identity approval request The push times out without approval from the enrolled device. 04 The request refused and recorded ServiceNow INC0143 is flagged for your security operations centre to review. Blocked Your clients' channels. Your verification process. MSP Process brings the same identity check to phone calls, Teams chat, email, text messages and your client portal before access changes. Verification for voice and phone Your helpdesk, branch and after-hours calls go through identity verification before your team handles a reset, unlock or remote session. Verification within Microsoft Teams Your clients' "Hey IT" requests in Teams trigger a verification challenge within the conversation, keeping the identity check alongside the request. Verification for SMS & WhatsApp A text from "the CFO" requesting a credential reset gets a separate identity check before your team responds to the request. Email and client portal verification Your clients' email-driven password resets, beneficiary changes and document-sharing approvals go through an authentication push before the requested action takes place. Your verification records. Ready for review. We help your team bring caller verification records to renewal conversations with Coalition, At-Bay, Chubb and Travelers. Use those records to explain your process, including how you handle identity checks as a documented control beyond "best practice". Evidence for insurance renewal We help your team show how callers are verified before credential changes, with records for your insurance renewal review. SOC 2 Type II We help your team bring verification records to discussions about access control and monitoring during your audit review. HIPAA Security Rule We help your team gather identity verification records for a review of your process against 45 CFR 164.308. PCI DSS 4.0 We help your team bring helpdesk authentication records to your review of Req. 8 and the access requests you handle. FFIEC CAT We help your team explain helpdesk identity checks during a review of external dependencies and access to client systems. NIST CSF 2.0 We help your team bring identity verification records to discussions of PR.AA Identity management and your helpdesk access process. CIS Controls v8 We help your team present helpdesk verification records when reviewing Control 6.5 and the authentication steps around access requests. ISO 27001:2022 We help your team bring helpdesk verification records to your review of A.5.16 identity management and related access processes. Your helpdesk process. Visible in the records. 0 Privileged actions without identity verification Refused at the helpdesk before any access change < 6s Time from call to verified identity From AI greeting to MFA push approval 100% Requests with an attached audit record Caller, method, device, time on every action −73% Time your team spends handling requests AI handles intake & triage before the tech Bring your helpdesk process. See verification at work. In a walkthrough, we'll show a simulated social engineering call reaching the AI Voice agent, the authentication challenge and the refused action. You'll see the audit record in a sample PSA (professional services automation) environment.
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# Subprocessors
https://mspprocess.com/subprocessors/
Subprocessors The third-party service providers MSP Process uses to deliver and improve our Services, the data they may process, and the safeguards we maintain. Owner: MSP Process, L.L.C. Contact: patrickl@mspprocess.com MSP Process, LLC (“MSP Process”, “we”, “us”) uses carefully selected third-party service providers (“Subprocessors”) to help us deliver and improve our Services. Subprocessors may process certain Customer Data (including Personal Data) on our behalf, strictly in accordance with our instructions, applicable data protection laws, and our contractual commitments. We maintain agreements with our Subprocessors that include appropriate privacy, confidentiality, and security obligations designed to protect Customer Data. ### What Customer Data May Be Processed Depending on how you use the Services, Subprocessors may process limited categories of Customer Data such as: - Account and contact information (e.g., name, email address) - Authentication and access details (e.g., user identifiers, logs) - Communications metadata (e.g., message delivery status) - Billing and transaction information - Support and operational data (e.g., tickets, audit logs) ### International Transfers Some Subprocessors may process Customer Data outside of your jurisdiction. Where required, MSP Process uses appropriate safeguards for cross-border transfers consistent with applicable law. ### Updates to This List We may update this Subprocessor list from time to time to reflect changes in our vendors. Please review this page periodically for updates. ### List of Subprocessors | Subprocessor | Purpose | Data Processed (typical) | | --- | --- | --- | | Atlassian | Issue tracking, project management, and internal support workflows | Support content, operational metadata, account identifiers, logs | | Microsoft Azure | Cloud infrastructure hosting, storage, networking, monitoring | Customer Data stored/processed within the Services; logs, diagnostics | | Microsoft Azure (Backup / Disaster Recovery) | Encrypted backups and disaster-recovery storage for the Services | Encrypted snapshots of Customer Data, backup metadata, retention logs | | ClickSend | SMS/MMS and messaging delivery services | Phone numbers, message content (as applicable), delivery metadata | | Twilio | Voice/SMS communications and related messaging delivery | Phone numbers, call/SMS metadata, message content (as applicable) | | Postmark | Transactional email delivery (e.g., account, notification, verification emails) | Recipient email, message content, delivery/open/bounce metadata | | ProfitNow | Internal business operations and CRM | Contact information, account notes, sales/support metadata | | Stripe | Payment processing and billing | Billing details, payment tokens, transaction metadata | | Microsoft Office 365 | Email, document collaboration, and internal operations | Business contact details, communications and operational content | | Google Analytics | Website analytics and traffic measurement | Pseudonymous identifiers, device/browser metadata, page interaction events, IP-derived approximate location | | Sentry | Application error monitoring and diagnostics | Error stack traces, request context, user identifiers, browser/environment metadata | | OpenAI | AI model inference for product features (e.g., ticket summarization, verification workflows) | Prompt and completion content submitted by the Services; excludes use for model training under our enterprise/API terms | | Google (Gemini) | AI model inference for product features | Prompt and completion content submitted by the Services; excludes use for model training under our enterprise/API terms | ### Questions If you have questions about our Subprocessors or our data practices, please contact us at **patrickl@mspprocess.com**. Related Privacy Policy → Terms of Service → Contact MSP Process →
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# Teams Chat Ticketing
https://mspprocess.com/teams-chat-ticketing/
Your clients in Teams. Your team in reach. Teams Chat Ticketing handles support requests inside Microsoft Teams, where your clients can ask for help and keep the conversation going. AI categorizes requests, responds automatically and creates documented tickets in your PSA, your professional services automation system. Your familiar systems. Your conversations connected. ConnectWise Datto Autotask HaloPSA ServiceNow SuperOps Syncro Zendesk Freshworks Microsoft Authenticator Duo Microsoft Teams Rewst Everyday requests. Less everyday work. AI helps your clients work through common issues while they create, update and close tickets in the Teams Ticketing Portal. Each interaction reaches your PSA with its category, priority and a record your team can follow. Requests sorted for your team 01. AI reads your client's request, matches its category and service level agreement, and sets the priority before your technician takes over. Help with common requests 02. AI handles password resets, how-to questions and status checks in chat, then records the resolution in the ticket. Context ready for your technician 03. When a request needs your team, AI passes along the conversation, device details and user context for your technician. Updates in your existing system 04. Tickets, time entries, notes and resolution status flow into your PSA, including ConnectWise, Autotask, HaloPSA, ServiceNow and more. Your clients in chat. Your technicians in context. Your technicians start conversations and respond to tickets from your PSA or helpdesk, while your clients receive messages in Teams. Your team can keep working in ConnectWise, Autotask, HaloPSA or ServiceNow with the conversation attached to the ticket. Teams replies from your PSA 01. Your technician's message arrives in Teams, and your client's reply returns as a ticket note for your team. Conversations started by your team 02. Your technicians can start a Teams conversation from a ticket, contact or asset when they need to reach a client. Your context in one place 03. Your technician sees the AI transcript, ticket history, device details and live Teams conversation together on the same screen. Time recorded with the work 04. Chat duration becomes billable time, resolution notes return to your PSA, and the ticket closes with a complete record. A printer issue. A ticket with context. Your client reports a printer issue in Teams, and AI categorizes the request before creating a ticket for your team. Your client's first message Your client types that their printer isn't working or selects the printer issue option inside the Branded Teams App. The request in context AI categorizes the printer issue, applies the service level agreement and priority, and attaches device and user details. A ticket for your team A ticket reaches the right technician in your PSA with the conversation, category and contact details already attached. The work on record Your technician replies to the Teams conversation, while time entries, notes, activity history and closure status return to your PSA automatically. Your app, ready. Your clients, connected. We'll help you get set up in under 5 minutes with guided deployment, from connecting your PSA to activating core features. Connect your existing system ~ 60 seconds: ConnectWise, Autotask, HaloPSA, ServiceNow, Syncro, SuperOps, Zendesk or Freshworks connects to sync companies, contacts, boards and service level agreements. Bring your own branding ~ 60 seconds: Add your logo, accent color and tone of voice so the Branded MSP app carries your brand in every client tenant. Put AI to work ~ 90 seconds: Activate AI categorization and password reset automations with settings prepared for MSPs, without writing your own prompts. Bring every tenant onboard ~ 90 seconds: Roll out through granular delegated admin privileges (GDAP), and your clients see the app when they next sign in to Teams. Put to work. Trusted in daily support. 500+ MSPs using the app Across North America, EMEA, and APAC +38% Tickets captured Shadow Teams DMs now become real tickets 100% Tickets synced to your PSA Auto-categorized, time-stamped, audited < 5 min Guided setup PSA connected, branded, and live In daily use. In their own words. Gary Allen MSP Process is a fabulous product for any MSP. We integrate with ConnectWise PSA and it works seamlessly, automating a number of our workflows. Patrick and his team are a joy to work with. GA Director of IT Hunter Thevis Patrick and his team have been where we are and know the challenges of supporting thousands of users across the country. They know that to achieve world-class SLAs you have to meet your customers where they are, in this case, on their mobile. MSP Process makes it seamless to integrate with our PSA. Great tool. HT COO Jeff Wilder We found MSP Process while attending a conference last year. From the very first demo to implementation, the process was incredibly smooth. We leverage the tool daily, not only to validate users for support, but to communicate with clients who prefer chat to email or phone calls. It's even replaced our email encryption tool for sharing sensitive information. JW President Bring your everyday requests. See the work handled. In a walkthrough, we'll follow a sample Teams request from the first message through AI categorization to a documented ticket in a representative PSA environment.
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# Mobile Tech App
https://mspprocess.com/technician-app/
Your team on the road. Your service desk with them. Bring AI automation to your team's field work, with tickets, schedules, text messages and on-call alerts together in one app. Every interaction logs to your PSA, your professional services automation system, in real time as your team handles client requests. Your work in the field. Your tools in one place. Your team can handle tickets, check appointments and chat with clients from their phone, with each update connected to your PSA. New tickets from the field Your technician creates a follow-up ticket onsite using a template, with the customer, asset, contract tier and service level agreement already filled in. Client conversations from your phone Your team can chat with clients, add notes and change ticket status from the app, with messages logged and status updated in real time. Client texts through your number Your team sends and receives text messages through your PSA-connected number, with conversation history kept when a technician leaves. Your schedule on the road Your team sees appointments, drive-time gaps and client service windows, with reminders at 24h, 1h, and 15 minutes and reschedules synced automatically. Updates for the right technician Your technician gets alerts for assigned tickets, client replies, on-call requests and onsite appointments in 15 minutes, routed to those who need to act. Your on-call work at hand After-hours calls and priority one (P1) alerts reach your on-call technician through push notifications, text messages and Teams, with snooze, acceptance and escalation logged. Describe the client request. Review the ticket details. When a client needs a follow-up during an onsite visit, your technician dictates the issue and Alpha fills in the ticket for review. A ticket from any screen Your technician taps the floating action button from Tickets, Home, or Schedule to start logging the client's follow-up request. The request in your words Your technician holds the microphone button and describes the client's issue aloud, bringing the details into the app without typing. Your dictation for review Your technician reads the verbatim transcript, edits any details that need changing, then taps Process for Alpha to fill the ticket. Ticket details filled by Alpha Alpha fills in the priority, summary, description, company, type and sub-type, leaving each field editable for your technician to review. Your ticket in your PSA The ticket is created in ConnectWise / HaloPSA / Autotask with a synced, audited record, ready for your team to take on. Your time between tickets. Less paperwork after tickets. Drives between tickets log automatically with start, end, distance and time, while a receipt photo captures each expense along the way. At month-end, the app builds expense reports from approved trips and receipts and syncs them to your PSA. Trip logging in the background When your technician leaves a client site, the app detects the drive and starts recording the trip in the background. Each trip against its tickets The app matches recorded distance to the tickets your technician worked on, attributing each stop to the right client for billing. Receipt details from a photo Your technician photographs a parking, toll, gas or parts receipt, and the app reads its details into a line item attached to the ticket. Your monthly report, already assembled At month-end, the app gathers approved trips and receipts into each technician's expense report, applying your Internal Revenue Service mileage rate. Expenses in your connected systems Mileage and expenses post as billable lines to ConnectWise, Autotask, or HaloPSA, with an export to QuickBooks for payroll reimbursement. More than an app. Your team has their tools. Bring the tickets from your laptop, the texts from your phone and your on-call schedule into one place your team can use onsite. Without the tech app The current state of "mobile MSP" SMS lives on personal phones. Conversations vanish when techs leave. Compliance auditor takes one look and shuts you down. Tickets get logged later. Tech finishes onsite, drives back, opens the laptop, types the notes. Hours of context evaporate. No real-time client comms. Tech replies from a personal number that never reconciles to the ticket. On-call is a guessing game. Phone rings, tech wakes up, fumbles for laptop just to see what's happening. Schedule changes don't propagate. Dispatcher reshuffles in PSA, tech finds out at the door of the wrong client. With MSP Process Tech App Field work that actually feels modern Every SMS lives in the PSA. Branded sender, full thread, audit-ready. Techs leave and the history stays. Tickets logged in real time. Tech updates from the chair next to the server, with photos and voice memos attached. Client chat without the laptop. Live chat, status updates, secure file sends, all from the tech's phone, all synced. On-call alerts that explain themselves. The push tells the tech what, who, and how urgent. Snooze, accept, escalate. Live schedule with reminders. PSA reshuffles propagate instantly. 24h, 1h, and 15-min reminders fire to the right tech. Your team's field work. Their experience with the app. 92% Less text message history lost Personal phones replaced by branded sender, full audit trail. 3.4× Faster ticket logging onsite Real-time entry from the field, no end-of-day backlog. 100% Each interaction synced to your PSA SMS, chat, ticket updates, all written back automatically. $0 Licensing for each technician Included with every MSP Process Pro and Pro + AI plan. Your team's next client visit. Less work to bring back. In a demo, we'll show the Technician App with a sample PSA ticket and field-work flow, then outline onboarding for your first technician. Your team can use it on iOS and Android, with no per-tech license fees as you bring more technicians onto the app.
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# Technician Verification
https://mspprocess.com/technician-verification/
Your team calling. Your clients confident. MSP Process lets your clients confirm an inbound caller is your technician before granting access, with one click and instant confirmation through patent-pending verification. Voice-phishing attacks impersonating MSP technicians are up 500% this year. Familiar voices. Confirmed identities. Your clients get a way to check who's calling before following instructions or giving access to their systems. An impersonator can borrow your technician's name and ask for the same access your clients would normally give your team. The attack, without Tech Verification Trust becomes the breach. Attacker: calls a client employee out of the blue. Pitch: "Hi, this is Mike from IT support, issue on your machine." Client: doesn't question it, that's how real support calls sound. Attacker: "Can you give me remote access so I can fix it?" Client: complies, attacker has full access. Breach: data exfiltrated, ransomware deployed, you're liable. Six-figure incident. Insurance fight. Client lost. Protected, Patent Pending Reverse Verification Trust verified, every time. Caller: claims to be a technician from your MSP. Client: opens MSP Process, Teams, SMS, branded portal. Client: requests a real-time technician verification code. Attacker: can't retrieve the matching code, no PSA access. Client: ends the call, attack stopped cold. System: failed verification logged in PSA, real tech notified. Zero impact. Documented. Insurance-ready. Your client checks. Your technician confirms. Your client starts the check, and only an authenticated MSP Process technician can see the matching code inside the active PSA ticket. Your technician calls Your technician contacts your client about a support request, whether it's a scheduled callback, a response or a proactive call. Your client opens verification Your client opens your branded verification page, Microsoft Teams, SMS or Client Portal on any device, with no installation needed. A matching code Your technician sees the matching code inside the PSA ticket, then reads it aloud or sends confirmation to the client's page. Confirmation in your ticket We confirm your technician's identity and record who was verified, when and how, directly in the associated PSA ticket. Familiar places. The same identity check. Tech Verification lets your clients check through your website, Teams or Client Portal, while your technician can send confirmation directly from your PSA. Verification in Microsoft Teams Your client taps Verify Tech in Microsoft Teams, notifying your technician and receiving a matching code in the same chat. Your branded verification page Your clients enter a name on your website's Verify Tech page, complete a human check and receive a live technician identity code without logging in. Verification in Client Portal Your clients tap Tech Verification inside your branded Client Portal to see a code tied to the active support ticket. Confirmation from your PSA Your technician sees the matching code in ConnectWise, HaloPSA, Autotask or your PSA, then reads it aloud or sends confirmation to the client's page. Every check recorded. Ready for client conversations. We automatically record successful and blocked verification attempts against the associated PSA ticket, giving your team evidence for client briefings, compliance reviews and cyber-insurance. Your ticket's verification record We capture each successful or blocked attempt with its timestamp, method, technician identity and ticket number in a tamper-evident record retained 7 years. Evidence for client briefings Your team can use verification activity from the audit log to brief clients on threats and show how you check identity before access. Evidence for insurance reviews We provide a tamper-evident, exportable verification log your team can use as evidence for cyber-insurance reviews and HIPAA / SOC 2 / CMMC questionnaires. INSIDE YOUR RECORDS Your verification log, 30 days Blocked impersonation attempt, 03/18 09:22 47 Verification checks, 30 days 46 Confirmed technician identities 1 Blocked impersonation attempt 03/17 11:33 P. Leonard Sarah M. via Teams Verified 03/17 13:10 M. Wilson Bob K. via SMS Verified 03/18 09:22 Unknown Lisa R. via SMS Blocked 03/18 14:45 T. Patel Mike T. via Portal Verified 03/19 10:08 A. Lee Jane W. via Teams Verified Tech Verification in use. Results from MSP teams. 100% Caller identity verification coverage Every inbound tech call gets the verification option, no exceptions, no opt-out. < 5s Time to verify identity From client tap to confirmed match. Faster than a sentence of small talk. 0 Successful impersonation attempts In the customer base running the verification flow. Zero. Confirmed by post-incident review. 7 yr Verification record retention Tamper-evident, cyber-insurance ready, CMMC / HIPAA / SOC 2 aligned. Your team's next call. Your client's own check. Book a demo, and we'll show how Tech Verification connects to a sample tenant and PSA workflow. Our patent-pending system is available now, giving your clients a way to confirm your technician's identity before granting access.
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# Terms of Service
https://mspprocess.com/terms-of-use/
Terms of Service The binding agreement between you and MSP Process for the use of our Software-as-a-Service. Owner: MSP Process, L.L.C. Applies to: MSP Process Software-as-a-Service **PLEASE READ THIS TERMS OF USE (the “Agreement”) CAREFULLY. IT IS A LEGAL AND BINDING CONTRACT BETWEEN YOU AND MSP PROCESS, L.L.C. (“MSP Process”). WHEN YOU CREATE AN ACCOUNT TO ACCESS THE MSP PROCESS SOFTWARE-AS-A-SERVICE (the “Services”), YOU AGREE THAT YOU UNDERSTAND THE AGREEMENT AND AGREE TO BE BOUND BY IT IN ITS ENTIRETY. IF YOU DO NOT AGREE TO ALL OF THE TERMS AND CONDITIONS OF THIS AGREEMENT, YOU MAY NOT ACCESS THE SERVICES. IF YOU ARE CREATING AN ACCOUNT FOR MSP PROCESS’S SERVICES ON BEHALF OF A CORPORATION OR OTHER LEGAL ENTITY, YOU REPRESENT THAT YOU HAVE THE AUTHORITY TO BIND THE LEGAL ENTITY, AND YOU AGREE THAT THE LEGAL ENTITY WILL BE BOUND BY EACH AND EVERY PROVISION OF THE AGREEMENT.** The Services are owned and operated by MSP Process and are offered subject to your acceptance without modification of all of the terms and conditions contained herein and all other operating rules, policies (including, without limitation, the MSP Process Privacy Policy) and procedures that may be published by MSP Process from time to time through the MSP Process website (www.mspprocess.com). ### 1\. Term The term of this Agreement begins on the date your MSP Process account is activated and continues on a month-to-month basis until either party terminates this Agreement pursuant to the terms hereof. ### 2\. Your Account 2.1 Your use of the Services is governed by and subject to each and every term of this Agreement. The terms “you” and “your” as used in this Agreement pertain to each subscriber of the Services. You agree that each person listed in your account information is your agent and has full authority to act on your behalf as to the Services. The terms of this Agreement will cover any situation where you use and access the Services or you permit a person to use and access the Services, even if that person is not listed on your account information. 2.2 You are fully responsible for all activities that occur under the account and any other actions taken in connection with your account. You must not publish content in your MSP Process in a misleading or unlawful manner, including in a manner intended to trade on the name or reputation of others, and MSP Process may change or remove any description or keyword that it considers inappropriate or unlawful, or otherwise likely to cause MSP Process liability. You must immediately notify MSP Process of any fraudulent or unauthorized uses of MSP Process, your account, or any other breaches of security. MSP Process will not be liable for any acts or omissions by you, your clients, or any other users of your account, including any damages of any kind incurred as a result of such acts or omissions. 2.3 You must provide your full legal name, current address, valid e-mail address, and any other information necessary to complete the MSP Process signup process. 2.4 Your login may only be used by one person. Sharing a single user login between multiple people is not permitted. You may create separate user logins for multiple people, provided your account plan permits. 2.5 You are responsible for keeping your password (and any other users’ passwords under your account) secure. MSP Process cannot and will not be held liable for any loss or damages from your failure to maintain the security of your account or passwords. 2.6 You are responsible for all charges incurred by your MSP Process account. ### 3\. Payment of Fees, Refunds, and User Changes 3.1 A valid credit card is required to use the Services. Your card may be tested during signup to validate charging capabilities. If we find during or after that you have put in a card with a zero balance, you could be banned from using our service. 3.2 The monthly fee is based on the plan you select, unless a valid promotional code entered during the signup process permits otherwise. 3.3 You may change the number of users at any time. Added users are billed on the first of the following month. Removed users will not be reflected until the next billing period. 3.4 MSP Process does not provide refunds for Services for any reason whatsoever, except for administrative errors or where a representative of MSP Process has expressly offered a refund. 3.5 All fees are exclusive of all taxes, levies, or duties imposed by taxing authorities, and you shall be responsible for payment of all such taxes, levies, or duties. 3.6 In the event payment is not received for the Services due to a declined attempt to charge your credit card, expired credit card, or otherwise, and payment is not received within 7 days of the initial attempt, your account will be suspended. If a suspended account is not reactivated and the outstanding account balance paid in full within one (1) month, it will be cancelled and all account data will be permanently deleted in accordance with this Agreement. ### 4\. Prohibited Conduct You agree that you will not use the Services to (a) upload or otherwise transmit any information, domain name, or any other information or data that is unlawful, threatening, abusive, harassing, tortious, defamatory, vulgar, obscene, libelous, invasive of another’s privacy, hateful, or racially, ethnically, or otherwise objectionable; (b) harm minors in any way; (c) impersonate any person or entity, including, but not limited to, any MSP Process representative, or misrepresent MSP Process’s affiliation with any person or entity; (d) forge headers or otherwise manipulate identifiers in order to disguise the origin of any stored information transmitted through the Services; (e) upload or otherwise transmit any stored information that you do not have a right to transmit under any law or under contractual relationships (such as inside information, proprietary, and confidential information learned or disclosed as part of employment relationships, or under nondisclosure agreements); (f) upload or otherwise transmit any stored information or domain name that infringes any patent, trademark, trade secret, copyright, or other proprietary rights of any person; (g) upload or otherwise transmit any unsolicited or unauthorized advertising, promotional materials, ‘junk mail’, ‘spam’, ‘chain letters’, ‘pyramid schemes’, or any other form of solicitation, except in those areas of the Services that may be designated for such purpose; (h) upload or otherwise transmit any material that contains software viruses or any other computer code, files or programs designed to interrupt, destroy or limit the functionality of any computer software or hardware or telecommunications equipment; (i) interfere with or disrupt the Services or servers or networks connected to the Services; (j) violate any applicable law or regulation, including, but not limited to, regulations promulgated by the U.S. Securities and Exchange Commission and any rules of any securities exchange, and laws regarding the export of technical data; (k) incite or provide instructional information about illegal activities; or (l) conduct raffles, contests, lotteries, or sweepstakes. ### 5\. Support The Services include access to email support. “Email support” means the ability to make requests for technical support assistance by email at any time (with reasonable efforts by MSP Process to respond within two business days) concerning the use of the Services. ### 6\. Copyright and Subscriber Data Ownership 6.1 The content published by MSP Process through the Services and its website, including, but not limited to, HTML/CSS, Javascript, visual design elements, concepts, and copy are copyrighted materials owned by MSP Process. All rights are reserved. All content uploaded or published by you via the Service must comply with all applicable copyright laws. You may not duplicate, copy, or reuse any portion of the content without express written permission from MSP Process. 6.2 Further, in order to protect MSP Process’s intellectual property rights, and except as permitted by applicable legislation, you may not: 6.2.1 Decompile, reverse engineer, disassemble, modify, translate, otherwise reduce the software to a human-perceivable form, or make any attempt to discover the source code. 6.2.2 Modify, network, rent, lend, loan, distribute, or create derivative works based upon the software in whole or in part. 6.2.3 Electronically transmit the software from one computer to another or over a network. 6.2.4 Sublicense, rent, or lease any portion of the software to another user. 6.3 We claim no copyright or intellectual property over the content you provide to the Services. Content you upload to the Services remains yours. However, by setting any content to be publicly available, you agree to allow others to view and share your content. 6.4 Subscriber data, pertaining to documentation or any derivatives thereof stored in the Services (the “Subscriber Data”) shall be and remain the sole and exclusive property of you, the Subscriber. You are able to export your Subscriber Data at any time from inside the application. MSP Process is provided a license to Subscriber Data hereunder for the sole and exclusive purpose of providing the Services, including a license to store, record, transmit, maintain, and display Subscriber Data as necessary for the provisioning of the Services. 6.5 You shall have sole responsibility for the accuracy, quality, integrity, legality, reliability, appropriateness, and intellectual property ownership or right to use of all Subscriber Data, and MSP Process shall not be responsible or liable for the deletion, correction, destruction, damage, loss or failure to store any Subscriber Data. 6.6 MSP Process does not have direct access to your account data, except when granted permission for the purposes of technical support, demonstrations, etc. In this scenario, full auditing/logging is available showing create, retrieve, update and delete functions. Subscriber Data is accessible only in summarized report format for the purposes of account management and product management. While developers have access to the underlying infrastructure, they are not permitted to view, change or export this data in any way. 6.7 MSP Process is built as a multi-tenant, Software-as-a-Service platform. Individual subscriber data is secured at a very high level between subscribers. Sharing of information between subscribers is possible within the platform through granting external access, but this function can only be enabled by the subscriber wishing to share data, not another subscriber or MSP Process. ### 7\. Cancellation and Termination 7.1 You may terminate this Agreement at any time by providing MSP Process thirty (30) days’ written notice of your decision. MSP Process may terminate this Agreement and your access to all or any part of the Services at any time, with or without cause, with or without notice, effective immediately, if it believes, in its sole judgement, that you have breached or may breach any term or condition of this Agreement. MSP Process may terminate the Services immediately, without penalty, as part of a general shut down of our Services. All provisions of this Agreement which by their nature should survive termination shall survive termination, including, without limitation, ownership provisions, warranty disclaimers, indemnity and limitations of liability. 7.2 In the event of termination of your account, you will be charged for any outstanding amounts owing at the end of your billing cycle, including, without limitation, any fees incurred during your last month of service. 7.3 In the event your account is terminated, any and all of your data that is stored on MSP Process’s systems may be permanently deleted after 14 days of the final termination date. Prior to data being deleted, provisions can be made to allow access to an export of your data by written request to MSP Process. ### 8\. Confidentiality 8.1 You agree that the Services contain proprietary information, including, but not limited to, trade secrets, know-how, and other confidential information that is MSP Process’s exclusive property. During the effective period of this Agreement and all times afterward, you and your agents agree that you will not disclose any trade secrets, know-how, confidential information to third-parties without MSP Process’s prior written authorization. You further agree to take the necessary precautions to safeguard and maintain the confidentiality of MSP Process’s trade secrets, know-how, and confidential information. You agree that any breach of this Section will irreparably harm MSP Process and that MSP Process is entitled to seek injunctive relief in addition to any other remedies that MSP Process may have at law or in equity. 8.2 _Defined._ For the purposes of this Agreement, Confidential Information means any and all non-public information provided to MSP Process by you, including but not limited to your customer data, customer lists, internal documents, and related information. Confidential Information will not include information that: (i) has become part of the public domain through no act or omission of MSP Process, (ii) was developed independently by MSP Process, or (iii) is or was lawfully and independently provided to MSP Process prior to disclosure by you, from a third party who is not and was not subject to an obligation of confidentiality or otherwise prohibited from transmitting such information. 8.3 _Use._ MSP Process will keep your Confidential Information confidential, and will not use or disclose such information to any third party for any purpose except (i) as expressly authorized by you in writing, or (ii) as needed to fulfill MSP Process’s obligations under this Agreement. If MSP Process is required to disclose the Confidential Information to any third party as described in part (ii) of the preceding sentence, then MSP Process will ensure that such third party is required, by written agreement, to keep the information confidential under terms that are at least as restrictive as those stated in this Section. 8.4 _Due Care._ MSP Process will exercise the same degree of care with respect to the Confidential Information it receives from you as MSP Process normally takes to safeguard and preserve its own confidential and proprietary information, which in all cases will be at least a commercially reasonable level of care. 8.5 _Compelled Disclosure._ If MSP Process is legally compelled (whether by deposition, interrogatory, request for documents, subpoena, civil investigation, demand or similar process) to disclose any of the Confidential Information, MSP Process will immediately notify you in writing of such requirement so that you may seek a protective order or other appropriate remedy and/or waive MSP Process’s compliance with the provisions of this Section. MSP Process will use its best efforts, at your expense, to obtain or assist you in obtaining any such protective order. Failing the entry of a protective order or the receipt of a waiver hereunder, MSP Process may disclose, without liability hereunder, that portion (and only that portion) of the Confidential Information that MSP Process has been advised by written opinion of counsel reasonably acceptable to MSP Process that it is legally compelled to disclose. ### 9\. Security 9.1 MSP Process takes commercially reasonable measures to secure and protect information transmitted to and from MSP Process’s website. You are responsible for maintaining the confidentiality of any login User ID and any password that may be assigned to you by MSP Process, and you are fully responsible for all access and any activity that occurs through use of your User ID or password. You agree to immediately notify MSP Process of any unauthorized use of your User ID or password or any other breach of site security of which you become aware. You also agree to take such further steps as may be reasonably requested by MSP Process to prevent unauthorized use of your User ID and password. MSP Process cannot and will not be liable for any loss or damage arising from any unauthorized access or use of your User ID or password. 9.2 _Controls for the Protection of Client Data._ MSP Process shall maintain appropriate technical and organizational measures for protection of the security (including protection against unauthorized or unlawful Processing and against accidental or unlawful destruction, loss or alteration or damage, unauthorized disclosure of, or access to, Client Data), confidentiality, and integrity of Client Data, as set forth within its Technical and Organization Measures Security Documentation. MSP Process will regularly monitor compliance with these measures. MSP Process will not materially decrease the overall security of the Services during a subscription term. _Third-Party Certifications and Audits._ MSP Process will obtain the third-party certifications and audits set forth within its Security, Privacy and Architecture Documentation. Upon Client’s written request (and, where Client is a Processor, shall reflect the instructions of its Controller) at reasonable intervals, and subject to the confidentiality Obligations set forth in the Agreement, MSP Process shall make available to Client (and, where Client is a Processor, its Controller), that is not a competitor of MSP Process (or Client’s independent, third-party auditor that is not a competitor of MSP Process) a copy of MSP Process’s then most recent third-party audits or certifications, as applicable, and to the extent MSP Process makes them generally available to its Clients. Client may contact MSP Process (providing they render reasonable notice) and request an in-person audit (“On-Site Audit”) of the procedures relevant to the protection of Personal Data pursuant to this agreement, provided Client conducts the On-Site Audit during MSP Process’s normal business hours, and takes all reasonable measures to prevent any unnecessary disruption(s) to MSP Process, and Client does not exercise its right to an On-Site Audit more than once per calendar year. Client shall reimburse MSP Process for any time expended for an On-Site Audit at the MSP Process’s then-current professional services rates, which shall be made available to Client upon request. Before the commencement of an On-Site Audit, the Parties shall mutually agree upon the scope, timing, and duration of the On-Site Audit in addition to the reimbursement rate for which Client shall be responsible. All reimbursement rates shall be reasonable, taking into account the resources expended by MSP Process. Client shall promptly notify MSP Process in writing with any findings of non-compliance discovered during the course of the On-Site Audit. _Data Protection Impact Assessment._ Upon Client’s request (in instances where Client is a Processor, such request should include the instructions of its Controller), MSP Process shall provide Client with reasonable cooperation and assistance necessary to fulfill Client’s Obligation(s) (or, where Client is a Processor, the Obligation(s) of its Controller) under the Applicable Data Protection Laws and Regulations to carry out a data protection impact assessment related to Client’s use of the Services, to the extent Client does not otherwise have access to the relevant information, and to the extent such information is reasonably available to MSP Process. _Client Data Incident Management and Notification._ MSP Process will maintain security incident management policies and procedures as specified within the MSP Process Trust site, and shall notify Client (who, where Client is a processor, shall in turn inform its Controller) without undue delay after becoming aware of the accidental or unlawful destruction, loss, alteration, unauthorized disclosure of, or access to Client Data, including Personal Data, transmitted, stored or otherwise Processed by MSP Process or its Sub-Processors of which MSP Process becomes aware (a “Client Data Incident”). MSP Process shall make reasonable efforts to identify the cause of such Client Data Incident and take those steps deemed necessary and reasonable by MSP Process to remediate the cause of such a Client Data Incident to the extent that the remediation is within MSP Process’s reasonable control. The Obligations herein shall not apply to incidents that are caused by Client, Client’s Controller(s), or Client’s Users. ### 10\. Changes to the Service, Pricing, or Billing 10.1 MSP Process reserves the right at any time, and from time to time to modify, discontinue, temporarily or permanently, the Services (or any part thereof) with or without notice. 10.2 MSP Process reserves the right, at any time, and from time to time, to change its prices and billing methods for the Services, subject to 30 days’ notice from us. Such notice may be provided at any time by posting on the MSP Process website (www.mspprocess.com), the Services itself, or by e-mail to you. 10.3 MSP Process shall not be liable to you or any third party for any modification, price change, suspension, or discontinuation of the Services. ### 11\. Intellectual Property All right, title, and interest in and to any intellectual property will remain (as between the parties) solely with MSP Process. All trademarks, service marks, graphics, and logos used in connection with MSP Process, or the Services are trademarks or registered trademarks of MSP Process. Other trademarks, Services marks, graphics, and logos used in connection with the Services may be the trademarks of other third parties. Your use of the Service grants you no right or license to reproduce or otherwise use any MSP Process or third-party trademarks. ### 12\. Changes to the Agreement MSP Process reserves the right, at its sole discretion, to modify or replace any part of this Agreement. It is your responsibility to check this Agreement periodically for changes. Your continued use of or access to the Services following the posting of any changes to this Agreement constitutes acceptance of those changes. MSP Process may also, in the future, offer new services and/or features through the Services (including, the release of new tools and resources). Such new features and/or services shall be subject to the terms and conditions of this Agreement. ### 13\. General Representation and Warranty You represent and warrant that (i) your use of the Services will be in strict accordance with the MSP Process Privacy Policy, with this Agreement, and with all applicable laws and regulations (including without limitation any local laws or regulations in your country, state, city, or other governmental area, regarding online conduct and acceptable content, and including all applicable laws regarding the transmission of technical data exported from Canada or the country in which you reside), and (ii) your use of the Services will not infringe or misappropriate the intellectual property rights of any third-party. ### 14\. Limitations 14.1 MSP Process makes every effort to ensure the Services are made available. However, there will be occasional periods of downtime necessary to perform essential system upgrades and maintenance. We will attempt to provide twelve (12) hours of notice for scheduled downtime, but in some cases, downtime may be unscheduled or beyond our control. There may also be unforeseen incidents that cause the Services to go down for a period of time that are beyond MSP Process’s control. 14.2 Certain key MSP Process processes may depend on third-party systems. We are unable to guarantee the availability of third-party systems (e.g. for synchronization functions) and are in no way responsible for any outages. ### 15\. Disclaimer of Warranties You expressly acknowledge and agree that use of the Services are at your sole risk. The Services and any and all related documentation are provided “AS IS” and without warranty of any kind and, TO THE MAXIMUM EXTENT ALLOWED BY APPLICABLE LAW, MSP PROCESS EXPRESSLY DISCLAIMS ALL WARRANTIES, EXPRESS AND IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. MSP PROCESS DOES NOT WARRANT THAT THE FUNCTIONS CONTAINED IN THE WEBSITE OR SOFTWARE WILL MEET YOUR REQUIREMENTS, OR THAT THE OPERATION OF THE WEBSITE OR SOFTWARE WILL BE UNINTERRUPTED OR ERROR-FREE, OR THAT DEFECTS IN THE WEBSITE OR SOFTWARE WILL BE CORRECTED. MSP PROCESS DOES NOT WARRANT THAT THE SERVER THAT MAKES THE WEBSITE AVAILABLE IS FREE OF VIRUSES OR OTHER COMPONENTS THAT MAY INFECT, HARM, OR CAUSE DAMAGE TO YOUR COMPUTER EQUIPMENT OR ANY OTHER PROPERTY WHEN YOU ACCESS, BROWSE, DOWNLOAD FROM, OR OTHERWISE USE THE SERVICES OR WEBSITE. YOU SPECIFICALLY ACKNOWLEDGE THAT THE SERVICES MAY BECOME DELAYED OR RENDERED USELESS FOR A PERIOD OF TIME DUE TO THE INHERENT PROBLEMS WITH USING THE INTERNET AND ELECTRONIC COMMUNICATIONS, AND YOU SPECIFICALLY ACKNOWLEDGE THAT MSP PROCESS IS NOT RESPONSIBLE FOR ANY DAMAGE OF ANY TYPE WHATSOEVER FOR ANY DELAYS, DELIVERY FAILURES, OR OTHER PROBLEMS ASSOCIATED THEREWITH. THE ENTIRE RISK AS TO THE RESULTS AND PERFORMANCE OF THE SOFTWARE IS ASSUMED BY YOU. FURTHERMORE, MSP PROCESS DOES NOT WARRANT OR MAKE ANY REPRESENTATIONS REGARDING THE USE OR THE RESULTS OF THE USE OF THE WEBSITE OR SOFTWARE OR RELATED DOCUMENTATION IN TERMS OF THEIR CORRECTNESS, ACCURACY, RELIABILITY, CURRENTNESS, OR OTHERWISE. NO ORAL OR WRITTEN INFORMATION OR ADVICE GIVEN BY MSP PROCESS OR MSP PROCESS’S AUTHORIZED REPRESENTATIVE SHALL CREATE A WARRANTY OR IN ANY WAY INCREASE THE SCOPE OF THIS WARRANTY. SHOULD THE SOFTWARE PROVE DEFECTIVE, YOU (AND NOT MSP PROCESS OR MSP PROCESS’S AUTHORIZED REPRESENTATIVE) ASSUME THE ENTIRE COST OF ALL NECESSARY SERVICING, REPAIR, OR CORRECTION. ### 16\. Limitation of Liability TO THE MAXIMUM EXTENT ALLOWED UNDER APPLICABLE LAW, UNDER NO CIRCUMSTANCES, INCLUDING NEGLIGENCE, SHALL MSP PROCESS OR ITS DIRECTORS, OFFICERS, EMPLOYEES, OR AGENTS, BE LIABLE TO YOU FOR ANY INCIDENTAL, INDIRECT, PUNITIVE, SPECIAL, OR CONSEQUENTIAL DAMAGES (INCLUDING DAMAGES FOR LOSS OF BUSINESS PROFITS OR REVENUES, BUSINESS INTERRUPTION, LOSS OF BUSINESS INFORMATION, PERSONAL INJURY, OR ANY OTHER PECUNIARY OR OTHER LOSS WHATSOEVER) ARISING OUT OF THE USE, MISUSE, OR INABILITY TO USE THE SERVICES, WEBSITE, OR SOFTWARE OR RELATED DOCUMENTATION, EVEN IF MSP PROCESS OR MSP PROCESS’S AUTHORIZED REPRESENTATIVE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. In no event shall MSP Process’s total liability to you for all damages, losses, and causes of action (whether in contract, tort (including negligence) or otherwise) exceed the amount paid by you for the Services during the three (3) month period prior to the cause of action. MSP Process shall have no liability for any failure or delay due to matters beyond their reasonable control. The foregoing shall not apply to the extent prohibited by applicable law. ### 17\. Indemnification You agree that you will, at your expense, defend, indemnify, and hold harmless MSP Process and its affiliates, officers, directors, employees, agents, and attorneys from and against any and all claims, demands, liabilities, costs, expenses (including attorney’s fees), losses, damages, judgments, or settlements arising or resulting from a) any claims, demands, actions, and other proceedings by any party, including any third-party, arising out of or relating to this Agreement; b) your use of the Services, software, website, or any related documentation; c) your use of any third-party’s services or products; d) your collection, distribution, dissemination, sharing, use, or sale of information provided to Service Providers; e) your violation of any local, state, federal, or international laws or breaches of this Agreement; and f) any act or omission by you or your agents, employees, or independent contractors for any services agreed to be performed by any third party. ### 18\. Miscellaneous 18.1 This Agreement shall be deemed to be a contract that is made under the laws of the State of Louisiana, U.S.A., and for all purposes shall be interpreted in its entirety in accordance with the laws of said state. No litigation or other claim that is connected in any manner herewith shall be instituted or conducted in any court other than a competent court in the State of Louisiana. By accepting this Agreement, you hereby consent to personal jurisdiction and venue in a competent court in the Parish of Jefferson, State of Louisiana. By accepting this Agreement, you also irrevocably waive and renounce any right that you may have had to institute litigation or a claim of any type whatsoever in any jurisdiction other than in the Parish of Jefferson, State of Louisiana. If any action shall be brought on account of any breach of or to enforce or interpret this Agreement, the prevailing party shall be entitled to recover its costs and reasonable attorneys’ fees. 18.2 If any provision of this Agreement shall be held to be invalid or unenforceable, such provision will be enforced to the maximum extent permissible so as to effect the intent of the parties, and the validity and enforceability of the remaining provisions shall not in any way be affected or impaired thereby. 18.3 This Agreement, including all exhibits and documents directly referenced, constitutes the entire agreement between the parties with respect to the subject matter hereof, and supersedes and replaces all prior or contemporaneous understandings or agreements, written or oral, regarding such subject matter. 18.4 The terms of this Agreement may only be modified by a written amendment signed by an authorized executive of MSP Process or by the posting by MSP Process of a revised version. MSP Process reserves the right to modify and update this Agreement without prior notification. If you refuse to access any modifications or updates to this Agreement, MSP Process reserves the right to immediately terminate this Agreement and your access to MSP Process’s website. 18.5 MSP Process has the right to modify and/or update the Services without prior notice. 18.6 The terms of this Agreement are severable. If any term or provision is declared invalid or unenforceable, in whole or in part, that term or provision will not affect the remainder of this Agreement; this Agreement will be deemed amended to the extent necessary to make this Agreement enforceable, valid and to the maximum extent possible consistent with applicable law, consistent with the original intentions of the parties; and the remaining terms and provisions will remain in full force and effect. 18.7 Except where prohibited by applicable law, you waive any right you may have to commence or participate in any class action against MSP Process related to any claim and, where applicable, you also agree to opt out of any class proceedings against MSP Process. 18.8 A waiver by either party of any term or condition of this Agreement or any breach thereof, in any one instance, will not waive such term or condition or any subsequent breach thereof. 18.9 MSP Process may assign its rights under this Agreement without condition. Your rights under this Agreement are not assignable or transferable unless agreed to in advance by MSP Process in writing. 18.10 This Agreement will be binding upon and will inure to the benefit of the parties, their successors and permitted assigns. ### 19\. Free Plan Usage 19.1 Free plan usage gives MSPs access to our End User Verification for Email and SMS. E-mail messages are limited to 50 uses per month via MSP Process branded emails. The branding cannot be changed. SMS usage for verification using 6-digit code is limited to 20 uses per month and they will include “Sent using MSP Process” or other language we find appropriate for branding in the messaging. The free plan does not include a dedicated phone number, the use of our SMS links or branding capabilities, or any advanced features of verification. It is also limited to syncing of 10 Companies and 3 Technicians. Any usage above this will require a paid plan. Our free plan is ending Feb 1, 2026. ### 20\. Service Level Agreement 20.1 _Service Level._ MSP Process warrants and represents that MSP Process will provide the Services without interruption, and respond to any notification received by MSP Process of any error, outage, alarm or alert pertaining to the System, in the manner and within the time period(s) designated, except for (i) periods of delay caused by Client-Side Downtime (defined below), or (ii) periods in which MSP Process is required to suspend the Services to protect the security or integrity of your System or MSP Process’s equipment or network, or (iii) delays caused by a force majeure event. _Scheduled Downtime._ For the purposes of this Agreement, Scheduled Downtime will mean those hours, during which MSP Process will perform scheduled maintenance or adjustments to its service. MSP Process will endeavor to arrange with you a mutually convenient time for Scheduled Downtime; however, if a mutually convenient time is not available, or if exigent circumstances exist, then MSP Process may implement Scheduled Downtime at any time with subsequent notice to you. _Client-Side Downtime._ MSP Process will not be responsible under any circumstances for any delays or deficiencies in the provision of, or access to, the Services to the extent that such delays or deficiencies are caused by your actions or omissions (“Client-Side Downtime”). _Remedies; Limitations._ If MSP Process fails to meet its service level commitment in a given calendar month and if, under such circumstances, MSP Process’s failure is not due to your activities, omissions, or inactivity, then MSP Process will issue you a pro-rated credit for the Services in an amount equal to the period of time of the outage and/or service failure. The remedies contained in this paragraph are in lieu of (and are to the exclusion of) any and all other remedies that might otherwise be available to you for MSP Process’s failure to meet any service level commitment during the term of this Agreement. ### 21\. Dispute Resolution for UK Clients If any dispute arises out of or in connection with this Agreement, the parties shall first attempt in good faith to resolve the matter through negotiation. If the dispute is not resolved within thirty (30) days, the parties shall submit the dispute to mediation in London, England, in accordance with the Centre for Effective Dispute Resolution (CEDR) Model Mediation Procedure. If the dispute is not settled by mediation within sixty (60) days of its commencement, the dispute shall be finally resolved by **international arbitration**. The arbitration shall be administered by **\[ICC (International Chamber of Commerce) / LCIA (London Court of International Arbitration)\]** in accordance with its Rules, by a single arbitrator appointed in accordance with those Rules. The seat of the arbitration shall be London, England, and the language of the arbitration shall be English. The arbitral award shall be final and binding on the parties. ### Questions or Comments Should you have any questions or comments regarding this agreement, please contact MSP Process using the information below. MSP Process, L.L.C. 230 Dummyline Rd Madisonville, Louisiana 70447 You hereby agree that, in order to utilize the Services, you must accept this Agreement. You hereby agree that you have read this Agreement in its entirety and unconditionally accept its terms. Related Privacy Policy → Subprocessors → Contact MSP Process →
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# Privacy Policy
https://mspprocess.com/the-privacy-policy/
Privacy Policy How we use, protect, and store the information you, your company, and your clients share with MSP Process. Owner: MSP Process, L.L.C. Applies to: MSP Process Software-as-a-Service By choosing to do business with MSP Process, L.L.C. (“MSP Process”), you entrust us with information about you, your company, and/or your clients that is personally identifiable and not otherwise publicly available. At MSP Process, one of our top priorities is making sure that the information that we have obtained from you about you, your company, and/or your customers is protected and secure. This Privacy Policy is designed to provide you with the information necessary for you to know how information about you, your company, and/or your clients is used and protected. This Privacy Policy applies to you and your company, as well as your company’s employees, contractors, affiliates, and any third-parties that may be authorized to access the MSP Process Software-as-a-Service (“Services”). This Privacy Policy applies to any assigned account (“Account”) used in connection with the Services and includes, but is not limited to, any new features or tools which are added to the current Services, or any related content, services, or products provided by MSP Process. The Services are owned and operated by MSP Process and are offered subject to your acceptance without modification of all of the terms and conditions contained herein and all other operating rules, policies (including, without limitation, the MSP Process Terms of Use) and procedures that may be published by MSP Process from time to time through the MSP Process website (mspprocess.com). MSP Process’s obligations under this Privacy Policy only cover the electronic data that MSP Process collects from you, your company, and/or your clients in the course of providing the Services to you. Without limiting the foregoing, this Privacy Policy does not apply to (i) any data collection or processing, including, without limitation, data collection by any non-MSP Process owned web pages to which the Services may link, or (ii) any data that MSP Process or any third parties may collect offline or through web sites, products, and/or services for which MSP Process has not displayed this Privacy Policy or authorized a direct link to this Privacy Policy. By accessing and/or utilizing the Services, you accept the current version of this Privacy Policy at that time. ### What Information MSP Process Collects From You MSP Process collects two (2) basic types of information about you, your company, and/or your clients in connection with the Services. **1\. “Personal Information.”** Personal Information refers to information containing the specifics of who you, your company, and/or your clients are that MSP Process and its agents may use to identify, contact or locate you, your company, and/or your clients. This could include, among other things, names, mailing addresses, telephone numbers, and e-mail addresses. **2\. “Non-Personal Information.”** Non-Personal Information refers to information that, by itself, does not identify you, your company, or your clients as a specific entity or individual. MSP Process may collect Non-Personal Information through any of the methods discussed above as well as automatically or otherwise through your agents’ use of the technologies described in this Privacy Policy. You understand that any information that you or your agents voluntarily place in a public forum shall not be considered to be Personal Information or private. ### How MSP Process Collects Information From You MSP Process may collect Personal Information when you, your company, and/or your clients use the Services including, without limitation, registering for Services, creating and maintaining accounts, filling out surveys, submitting an inquiry through the website, through cookies, log files, third-parties (such as Google Analytics), corresponding with MSP Process, or otherwise volunteering information about you, your company, and/or your clients. Our primary purposes in collecting this information are to provide you with a customized, efficient, and easy to use experience when using the Service and to better understand how users access and use the Services to provide offers and make improvements. ### How MSP Process Uses Your Information MSP Process may use Information collected from you, your company, and/or your clients in the following ways: **1\. System Administration and Providing Services.** MSP Process may use Personal and Non-Personal Information in furtherance of providing you, your company, and/or your clients with the Services and administering, supporting, protecting, and improving the Services and for purposes of communicating with you and your agents. MSP Process may use Personal and Non-Personal Information to bill and collect fees for the Services. MSP Process never stores credit card data on our servers. **2\. Notices to Customers.** MSP Process may use Personal Information to send e-mails to you and/or your agents related to the Services (including your accounts thereunder), including confirmation to verify the accuracy of any information you and/or your agents have provided and to provide any instructions or assistance related to the Services and/or your (or your agents’) use thereof. MSP Process may also send emails to you and your agents to verify your respective identities and/or to notify you and your agents if MSP Process believes your (including your agents’) use of the Services violates any applicable agreement between you and MSP Process related to the Services. MSP Process may occasionally send you 1) special offers or updates (i.e. newsletters) pertaining to the Services, 2) service announcements and notices of scheduled downtime or service upgrades, and 3) to respond to requests, inquire about experiences with the Services, and provide support. **3\. Combining Data.** To the extent permitted by applicable law, MSP Process may combine the various types of data that MSP Process collects with other data that MSP Process collects from you, your agents, and MSP Process’s other customers and business partners. ### Disclosure MSP Process may disclose Personal Information under special circumstances, such as when required by law or when your actions violate our Terms of Service. In addition, in the event MSP Process goes through a business transition, such as a merger or acquisition with or by another company, your information will, in most cases, be transferred to the new company. MSP Process takes every precaution to protect all private information. When users submit sensitive information via the Site, or through the Services, their information is protected via industry-standard SSL encryption. We also do everything in our power to protect user-information offline. ### Changes to This Privacy Policy #### Personal Information Destruction At your request, MSP Process will give you a copy of or access to all or part of your Personal Information in its possession or control in the format and on the media maintained by MSP Process or as reasonably specified by you, in MSP Process’ discretion. On termination of the Services for any reason, MSP Process will securely destroy all or any Personal Information related to the Services in its possession or control, except for one copy that it may retain and use for two (2) years for audit purposes only. If any law, regulation, or government or regulatory body requires MSP Process to retain any documents or materials that MSP Process would otherwise be required to return or destroy, it will notify you in writing of that retention requirement, giving details of the documents or materials that it must retain, the legal basis for retention, and establishing a specific timeline for destruction once the retention requirement ends. MSP Process may only use this retained Personal Information for the required retention reason or audit purposes. MSP Process will certify in writing that it has destroyed the Personal Information within three (3) days after it completes the destruction. Mobile information will not be shared with third parties or affiliates for marketing, promotional purposes, or newsletters. MSP Process continually strives to implement new technologies and processes in connection with the Services. As a result, changes to this Privacy Policy may be made by MSP Process from time to time. We recommend that you revisit this Privacy Policy on occasion to learn of any changes. ### Google User Data When you connect your Google Calendar to MSP Process Schedule Assist, we request access to your Google Calendar (`calendar`) and your Google account email (`userinfo.email`). We use this access only to (a) read your calendar’s free/busy times to calculate your booking availability and (b) create and remove the specific appointment events you receive through Schedule Assist. We store an encrypted Google refresh token to maintain this connection and your account email to identify the connected calendar. We do not sell this data, use it for advertising, or share it with third parties except subprocessors that operate the service. MSP Process’s use of information received from Google APIs adheres to the [Google API Services User Data Policy](https://developers.google.com/terms/api-services-user-data-policy), including the Limited Use requirements. You may disconnect at any time, which revokes our access. ### Questions or Comments Should you have any questions or comments regarding this Privacy Policy, please contact MSP Process using the information below: MSP Process, L.L.C. 230 Dummyline Rd Madisonville, LA 70447 Related Terms of Service → Subprocessors → Contact MSP Process →
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# AI ticketing triage
https://mspprocess.com/triage-assist/
Every ticket read. Ready for your dispatcher. AI ticketing triage reads tickets from every channel your clients use and adds type, subtype, priority, status and client context. It writes those details to your PSA (professional services automation), ready for your dispatcher to make the routing call. Your ticket fields. Filled in for you. ConnectWise Datto Autotask HaloPSA ServiceNow SuperOps Syncro Zendesk Freshworks Microsoft Authenticator Duo Microsoft Teams Rewst The request understood. The context brought together. Six dimensions bring the request and its context together, so your dispatcher can work from a ticket that's already categorized. Different words, same request Trained on 10M+ MSP tickets across service management systems and channels, AI ticketing triage recognizes "my printer is jammed" and "can't print" as the same issue. Priority with client context AI ticketing triage scores "Our email is down for the whole office" as P1 and "When you get a chance…" as P4, with contract commitments, business hours and tier weighting. Types and subtypes in your fields AI ticketing triage writes Type and Subtype directly to your PSA fields, including Service request, Email outage, or Endpoint, Printer. Tone alongside the request AI ticketing triage surfaces frustration, panic, neutral or friendly tone before your technician opens the ticket, helping avoid "didn't realize they were that mad." Your client's working context AI ticketing triage brings client tier, service commitments, headcount, contract scope and priority flags from your PSA and customer relationship management system into the ticket. Related requests brought together Five tickets in ten minutes saying "email is down" on the same tenant become duplicates of one P1, keeping five tickets under one issue. From the first read. To a ticket ready. AI ticketing triage follows a five-step process as each ticket arrives, bringing the request and client context together for your dispatcher. Bring in the ticket A ticket arrives through email, Teams, text message, voice, portal or chat and joins the queue for classification. Read the request AI ticketing triage extracts the subject, body, attachments, sender details and channel information, bringing the request together for classification. Add the classification AI ticketing triage scores type, subtype, priority and status, reports confidence levels and flags uncertain classifications for your team to review. Bring in client context AI ticketing triage attaches client tier, contract service commitments, priority flags, recent ticket history and any matching active P1 incidents. Write to your fields AI ticketing triage writes the classification and context to your PSA fields, giving your dispatcher the details to route the ticket. The reading handled. The routing stays yours. AI ticketing triage handles the reading and classification, so your dispatcher has the request and client context together before deciding where it goes. Your dispatcher keeps control of routing, assignment and escalation, using your on-call rules and your team's judgment. Every incoming ticket read AI ticketing triage reads each ticket as it arrives across every inbound channel, taking on the first read for your team. Uncertain requests for review When confidence falls below the threshold, AI ticketing triage flags the ticket for your team's review before your dispatcher considers level one support. Shared issues spotted early Five "email is down" tickets in ten minutes are linked to one P1, giving your dispatcher a shared issue to handle instead of five separate timers. Client needs in view AI ticketing triage puts sentiment, client tier and contract commitments beside the classification, so your dispatcher sees "VIP, panicked, P1 contract" before assigning the ticket. Tuned to your MSP AI ticketing triage uses your past ticket outcomes to tune classifications around your type and subtype structure, priorities and status choices. Each classification on record Your team can review the reasons behind a P1 classification or an Endpoint or M365 subtype, while AI ticketing triage learns from your dispatcher's corrections. Every channel covered. Every ticket read. 24/7 Continuous ticket classification Holidays, weekends, 3am, < 2s response ∞ Tickets handled at once 100 tickets in 60s, same response time 6 Channels your clients use Email, Teams, SMS, Voice, Portal, Chat 94% Classification accuracy Measured against dispatcher overrides over 90 days In daily use. Across service desks. 87% Faster first ticket read From dispatcher-eye to classified-and-ready 62% Fewer incorrectly categorized tickets Measured against dispatcher overrides +3.4× Time to detect P1 incidents Mass-impact patterns spotted in real time 100% Tickets read Including the 3am ones, including the 47 that came in at 9:00 Bring your tickets. See the work handled. In a demo, we'll show representative tickets through AI ticketing triage so you can see the classification, context and confidence. We'll show the structured tags written to your PSA fields, ready for your dispatcher.
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# Verify My Tech
https://mspprocess.com/verify-my-tech/
Your clients' confidence. Your technician's identity. Verify My Tech gives your clients a live check of your dispatched technician's identity before they grant access. Voice cloning can help someone impersonate your technician and ask clients for access, verification codes or credentials. A check before access. Confidence before work begins. Verify My Tech gives your clients a free, public 10-second check before granting access that could expose them to a six-figure incident. When your technician contacts a client about a ticket, they open the link, enter the code and see who's contacting them. Your technician shares a code Your technician provides a one-time code from your PSA (professional services automation), included in call scripts, Teams messages and text messages. Your client enters the code Your client opens the public check at your MSP's verification address and pastes the code, without an app or login. Their identity, on the ticket Your client sees the technician's name, photo and active ticket, with a clear red warning when the details don't match. Your team, ready. Your clients, reassured. In a demo, we'll show Verify My Tech in a sample branded portal, including code generation and ticket recording in a representative PSA workflow. We'll also cover how to train your team on the script they use when asking clients to verify them.
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# AIVA Voice Library
https://mspprocess.com/voices/
AIVA Voice Library. Your choice of voice. Every voice AIVA can answer with, American, Australian and British. Play a sample, then copy the voice ID into your AIVA settings. Available voices. Ready for a listen. 1mP3gBL8hmAjLz1zFn8g american female 5BkZXY6802RRq9wIxufA american female 9SYnJMGgqaRPs8F1N7Po american female aFB8yZk8oGvH8Qq8otcT american female K7QvN1cZP8H2T4sEJd5 american female M0UTfNFigInhz8LMb4DA american female mC9H2E1ZQxT8sD4P7v american female oEgVi6mikkKcpVcTFfj5 american female PHZPTflbygqpdJbgCqek american female Q1T8sH7ZP4E9vD2Cm american female Who63aXv5rpUn6OHVgHv american female yJT6XwhJHSWv3Pb05OIk american female zVjcgU4auejXr6nPY8PK american female A12tX4bqTwGgPjExOVjO american male c5nAdT1KCXzAiRK7CUhs american male C7ZP1E9QH2D8s4Tvm american male D2H7Z9sE1P4Qv8TCm american male E9ZP2Q7H1D8s4Tvm american male FwLtZ4mCBHV0eLjbUM8Y american male JEBckaKv2ICY275AZ29j american male ljK6ZoK2OOTR8kXJ8Arp american male mPRjQpcQjO3LjerkKxa4 american male mQ8H2Z7E1P9D4sTCv american male PhfrNpzzlT477H7uZvNz american male Q7Z1H9E2P8D4sTCvm american male R9H2E7ZP4Q1D8sTCvm american male v8ZQ1P7E2D9H4sTCm american male Z9E2QH7P1D8s4TCvm american male ZP7E2D1H8sT9vCQ4m american male 6JG2cEI4neP1U46J3N8Z australian female af1e721f-b967-468c-9df9-e770e305ced8 australian female wwX8nkhOs7XXZOoJz328 australian female eaTiwieru6XA3d8oc VFK australian male hUdpJvUH4knIjWwEeGyu australian male RNF2lthsoCmS2gIzKrsn australian male Rsw2hh24a6PMgWuPt87Y australian male V5o1xhajtZMOp4ujVgjd australian male iiFLm9bEQ83kiP0bExhG british female iutd7IQOhAGGiTAJT0X8 british female t0eGqs22ZknvrpntIlz4 british female VvVuVVTgPupsBTVRrm DE british female BYI5QD0F6odzbXe3n2Nl british male EKoXN08bacukhTjtp6sq british male FfC3RcP7YA9Fi5loRi1j british male HNhUIa0bNKflCqV9MBWg british male iijbdLVDbrj5j3iZ0Rwd british male J58lHtLQEMETyhyTTn UU british male jeiEjvprTdbY76JXCluu british male OkPLOgiiQG0KIpYgop Cq british male QVEtBX830IzH5xcBRPzz british male sbhNgEKtjocuz3m7e IUG british male zEZL2TNsBxHq89GFYNzv british male
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# WhatsApp Messaging
https://mspprocess.com/whatsapp-ticketing/
Your clients' channel. Your team's workflow. WhatsApp connects 2.7 billion people across 180+ countries, giving your clients a familiar way to reach your team. MSP Process connects WhatsApp Business to your PSA, your professional services automation system, so your team handles messages inside the ticket. Familiar for your clients. Connected for your team. For your clients across Latin America, Europe, the Middle East, Africa, India and Asia Pacific, WhatsApp is often their everyday business messenger. Bring it into your service desk as part of daily support, beyond a "nice to have." Without verified WhatsApp Personal numbers and shadow tickets. A client in São Paulo WhatsApps a tech directly on their personal number. No ticket created. No SLA timer. No verified identity. Tech leaves the company. Their phone goes with them. So does the client relationship. When something breaks, no audit trail exists. Insurer asks. You can't answer. With MSP Process Verified business sender. Threaded to the PSA. Client messages your verified business WhatsApp number, branded as the MSP. Identity matched against client tenant. Authenticator or Duo push challenged when the action requires it. PSA ticket auto-created with full WhatsApp transcript. SLA timer starts. Tech replies from inside the PSA. Reply lands in WhatsApp. Audit log captured. Messages in familiar places. Work in one place. Connect WhatsApp Business to your ticketing system so your team can handle conversations, send updates and keep the full record together. Your business on WhatsApp Your MSP's brand and business name appear on messages, giving your clients a business contact for support. Access requests in context Your team can handle a client's privileged access request from the WhatsApp thread, keeping the conversation with the work. Coverage across your clients' regions Reach clients in 180+ countries supported by WhatsApp Business, including Brazil, Mexico, India and Indonesia, with local numbers available by region. Encryption around your conversations WhatsApp keeps messages encrypted in transit, while an encrypted copy in your tenant gives your team a record to review. Replies from your ticket Threads write to ConnectWise, HaloPSA, Autotask, ServiceNow, Zendesk and Freshservice, and your team's replies go back to clients on WhatsApp. Templates for everyday updates Use approved WhatsApp Business templates for outages, maintenance and password reset confirmations, with broadcasts like those in SMS Broadcast. Everyday client requests. More ways to help. Bring WhatsApp into these eight parts of your team's day, from a travelling client's request to follow-up after an urgent call. Support while clients travel 1. Your client's chief financial officer is in Singapore with unreliable data and no access to corporate email, but can reach you on WhatsApp. Support across client offices 2. Your clients in São Paulo, Madrid or Cape Town can ask for support through the business messenger they already use. Updates during an outage 3. Your team can reach clients across 180+ countries in 60 seconds through approved WhatsApp templates, with higher read rates than text messages or email. Photos with the ticket 4. Your technician asks, "Send me a photo of the cable and the port LEDs." and the client's photos attach to the PSA ticket. Resets from the conversation 5. Your client requests a password reset in WhatsApp, approves the push on their registered device, and the reset runs. Updates from the field 6. Your onsite technician sends arrival photos and a status update through WhatsApp, updating the ticket without another app to install. A number for work 7. Move clients from your technicians' personal numbers in one week, with your business name on messages from day one. Follow-up through the weekend 8. AI Voice + WhatsApp handle inbound priority one (P1) escalations by voice and follow-up status on WhatsApp without waking your on-call technician. Get your team connected. Bring your clients across. We've helped teams move clients from personal numbers to WhatsApp ticketing in a single week, with zero ticket loss. We'll help you get set up around your clients and your ticketing system, without a 90-day onboarding process. Set up your business number Day 1, we handle the Meta Business setup so your MSP's brand and green check appear on your WhatsApp number the same day. Connect your PSA and clients Day 2 to 3, connect ConnectWise, HaloPSA, Autotask, ServiceNow, Zendesk or Freshservice, bring in each tenant's contacts and test inbound messages in a sandbox. Start with a pilot client Day 4 to 5, start with one client and move two or three technicians from personal WhatsApp numbers while reviewing real ticket threads. Bring every client across Week 2, announce your new number through a branded WhatsApp template, with personal-number traffic dropping 60%+ in the first 30 days. Your team's daily work. The results in view. +24% Tickets logged Previously shadow-channel work now visible 98% Message read rate Vs ~22% on email 61% Less traffic to personal numbers Migrated to verified business sender < 90s Average first response time Verified, identity-checked, in PSA Every channel connected. One queue for your team. SMS / MMS Ticketing Connect North American clients through two-way text messaging, with conversations synced to your PSA for your team to handle. Microsoft Teams Ticketing Create tickets from Teams direct messages and channel mentions, with Entra ID connecting requests to your clients' identities. AI Voice Agent Bring 24/7 voice answering together with WhatsApp, so your clients can call for help and receive follow-up messages. Bring your clients' channel. We'll help you connect. Book a demo, and we'll walk through a WhatsApp request, your team's reply, PSA sync and the audit log in a representative tenant.
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