# MSP Process > Your AI-powered service desk, built for MSPs. Every request. One intelligent process across every channel your clients use. MSP Process provides an AI-powered service desk that verifies users, triages requests, and routes tickets across the channels MSP clients use. ## Products - [AI Voice Verification](https://mspprocess.com/ai-voice-verification/): Verify callers with Authenticator, Duo, SMS, or Teams before password resets or sensitive actions, with proof recorded in your PSA ticket. - [Automation Bots](https://mspprocess.com/automation-bots/): Automation Bots bring AI automation to your MSP's ticket updates across SMS, Teams, Slack, email and voice, keeping your team and clients informed. - [SMS Broadcast](https://mspprocess.com/broadcast-sms/): SMS Broadcast: reach clients in under 60 seconds from your PSA. 87% fewer inbound outage tickets. A2P 10DLC compliant, with replies routed to tickets. - [DUO Security Support for End User Verification](https://mspprocess.com/duo-security-for-end-user-verification/): Verify end users with DUO Security in MSP Process. Your team sends a request, and your client approves it in their existing DUO app. No new app required. - [End User Verification](https://mspprocess.com/end-user-id-verification/): Give your team confirmed client identity before support begins. MSP Process brings end-user verification into every inbound channel and ticket flow. - [AI VoiceAssist](https://mspprocess.com/helpdesk-voice-ai-assistant/): AI VoiceAssist answers your clients' calls 24/7, handles routine requests and creates tickets in your PSA, with your tone, summary, analysis, time entry, notes, recording and transcript. - [Incident Response](https://mspprocess.com/incident-response/): Put AI automation to work on P1 incidents, with push, SMS, voice and Teams paging, configurable escalation and a full record from page to resolution. - [SMS / MMS Ticketing](https://mspprocess.com/integrated-sms/): Bring SMS and MMS into your PSA with MSP Process. 98% open rates, 9x faster client response and A2P 10DLC compliance. Personal numbers stay personal. - [Microsoft Authenticator Support for End User Verification](https://mspprocess.com/microsoft-authenticator-verification/): MSP Process supports Microsoft Authenticator for End User Verification, so your team can verify clients without asking them to install a new app. - [Client Portal & Mobile App](https://mspprocess.com/msp-client-portal/): Bring your clients into AI automation through your branded portal and mobile app. Tickets, chat, knowledge base articles and invoices connect to your PSA. - [Live Website Chat](https://mspprocess.com/msp-live-chat/): MSP Process Live Chat gathers visitor details, pages your team across 5 channels and records conversations in your PSA, including enquiries after hours. - [On-Call Scheduling](https://mspprocess.com/on-call-scheduling/): Put after-hours requests to work with MSP Process On-Call Scheduling. Connect rotations, multi-channel paging, retries and ticket activity in your PSA. - [Outbound Notifications](https://mspprocess.com/outbound-notifications/): MSP Process automates client and team notifications across Teams, SMS, Email, and AI Voice, with delivery records and automatic routing. - [Password Reset](https://mspprocess.com/password-reset/): AI Voice resets passwords in Entra ID / AD with Microsoft Authenticator or Duo verification, a branded single-use link and a PSA record. No technician needed. - [Password Rotation](https://mspprocess.com/password-rotation/): Automate password rotation with IT Glue, Hudu or MSP Process Vault sync. Scheduled or 1-click breach-response rotation, with a record of every change. - [Quick Ticketing](https://mspprocess.com/quick-ticketing/): Quick Ticketing logs work in 5 seconds from voice, Teams, SMS, portal, email or AI Voice. AI fills your PSA ticket fields, with no PSA login required. - [ScheduleAssist](https://mspprocess.com/scheduleassist/): ScheduleAssist automates appointment booking by phone, chat and link, matching your clients with available technicians and keeping your PSA calendar updated. - [Secure Data Sharing](https://mspprocess.com/securedata-sharing/): Share passwords, files and credentials with Secure Data Sharing. Branded, single-use encrypted links, recipient verification and a record in your PSA. - [Teams Chat Ticketing](https://mspprocess.com/teams-chat-ticketing/): AI support in Microsoft Teams, with tickets synced to your PSA. Bring your branded app to every client tenant in 10 minutes via GDAP. - [Mobile Tech App](https://mspprocess.com/technician-app/): Bring AI automation to field work with the Mobile Tech App. Handle tickets, client texts, schedules and expenses, synced to your PSA. For iOS and Android. - [Technician Verification](https://mspprocess.com/technician-verification/): Give your clients a way to confirm your technician's identity before granting access, with patent-pending Tech Verification from MSP Process. - [AI ticketing triage](https://mspprocess.com/triage-assist/): AI ticketing triage reads every inbound ticket in under 2 seconds and writes categories and context to your PSA. Your dispatcher handles routing. - [WhatsApp Messaging](https://mspprocess.com/whatsapp-ticketing/): Bring WhatsApp Business into your MSP's support workflow. Connect with 2.7B users across 180+ countries and handle messages inside your PSA. ## Solutions - [Financial Services](https://mspprocess.com/financial-services/): Your AI-powered service desk for MSPs supporting banks, investment advisers and fintech. Handle client requests on every channel they use. Book a demo with MSP Process. - [Healthcare](https://mspprocess.com/healthcare/): Put AI automation to work for your MSP's healthcare clients. Handle requests across phone, messaging, email and portal with MSP Process. Book a demo. - [Multi-Channel Service Desk](https://mspprocess.com/multi-channel-service-desk/): Your AI-powered service desk across voice, Teams, SMS, WhatsApp, email, portal, live chat, and mobile. MSP Process brings requests into your PSA. - [Solutions](https://mspprocess.com/solutions/): Find AI automation for your MSP across every channel your clients use. Explore MSP Process solutions by team, use case and industry. - [Enterprise IT Helpdesk](https://mspprocess.com/solutions/enterprise-it/): MSP Process brings AI Voice automation to every client channel, with ServiceNow, Zendesk and Freshservice integrations, activity records and SOC 2 Type II. - [For Managed Service Providers](https://mspprocess.com/solutions/managed-service-providers/): Your AI-powered service desk, built for MSPs, on every channel your clients use. Connect calls, texts, Teams and portal requests to your PSA. Used by 1000+ MSPs. - [Reduce After-Hours Burden](https://mspprocess.com/solutions/reduce-after-hours/): Put 24/7 AI Voice to work answering after-hours calls, handling routine requests and opening tickets, with urgent issues routed to your on-call team. - [Stop Social Engineering](https://mspprocess.com/stop-social-engineering/): MSP Process helps your team verify callers, technicians and end users through existing MFA before changing access, with records for review. ## Integrations - [Integrations](https://mspprocess.com/integrations/): Connect MSP Process with your team's tools. Put AI automation to work across your clients' channels, with two-way ticket sync and connected workflows. - [Autotask PSA Integration](https://mspprocess.com/integrations/autotask/): Bring AI automation into Datto Autotask with MSP Process. Connect client calls, messages and scheduling, with tickets, contracts and time entries kept in sync. - [ConnectWise PSA Integration](https://mspprocess.com/integrations/connectwise/): Bring AI automation to your ConnectWise PSA with MSP Process. Connect client channels, handle everyday requests and keep ticket updates moving both ways. - [Duo Security Integration](https://mspprocess.com/integrations/duo/): Put MSP Process AI automation to work across your clients' channels, with Duo Security push approvals and device checks inside your helpdesk workflow. - [Freshservice Integration](https://mspprocess.com/integrations/freshservice/): Connect MSP Process with Freshdesk and Freshservice for AI automation across client channels, two-way ticket sync, agent group routing and live webhooks. - [HaloPSA Integration](https://mspprocess.com/integrations/halopsa/): Connect MSP Process with HaloPSA for AI automation across your clients' channels, with calls, messages, scheduling and ticket updates in one place. - [Kaseya BMS Integration](https://mspprocess.com/integrations/kaseya/): Connect MSP Process with Kaseya BMS / VSA for AI automation across client channels, with ticket sync, time capture, billing workflows and asset context. - [Microsoft Authenticator Integration](https://mspprocess.com/integrations/microsoft-authenticator/): Bring Microsoft Authenticator into your MSP's AI automation with native push approvals, existing Entra ID policies and approval records alongside your tickets. - [Microsoft Teams Integration](https://mspprocess.com/integrations/microsoft-teams/): Bring AI automation to Microsoft Teams with MSP Process. Turn client messages into tickets in your PSA, with conversation history attached. - [ServiceNow ITSM Integration](https://mspprocess.com/integrations/servicenow/): Connect MSP Process to ServiceNow for AI automation with incident, change and problem record sync, group-aware routing and asset context. - [SuperOps Integration](https://mspprocess.com/integrations/superops/): Connect MSP Process and SuperOps for AI automation, real-time ticket sync, asset context and contract-aware technician routing, without scripts. - [Syncro Integration](https://mspprocess.com/integrations/syncro/): Connect MSP Process with Syncro for AI automation across your clients' channels, with two-way ticket sync, asset context and automated technician assignment. - [Zendesk Integration](https://mspprocess.com/integrations/zendesk/): Connect MSP Process with Zendesk for AI automation, real-time ticket sync, agent group routing and custom field mapping in your team's existing workflows. ## Compare - [How We Compare](https://mspprocess.com/compare/): MSP Process vs Thread, CyberQP, Traceless, TimeZest, PagerDuty / AlertOps, and CloudRadial / Invarosoft. Replace 6 to 8 vendor contracts. - [MSP Process vs CloudRadial / Invarosoft](https://mspprocess.com/compare/msp-process-vs-cloudradial/): Compare MSP Process with CloudRadial and Invarosoft. Bring AI automation to your MSP through AI Voice, Teams, SMS, WhatsApp and a client portal. - [MSP Process vs CyberQP](https://mspprocess.com/compare/msp-process-vs-cyberqp/): Compare MSP Process and CyberQP. Explore your AI-powered service desk across every channel your clients use, from answering calls to handling tickets. - [MSP Process vs PagerDuty / AlertOps](https://mspprocess.com/compare/msp-process-vs-pagerduty/): Compare MSP Process with PagerDuty / AlertOps for AI automation across your clients' channels, including calls, tickets and on-call escalation. - [MSP Process vs Thread](https://mspprocess.com/compare/msp-process-vs-thread/): Compare MSP Process and Thread for your MSP. Explore AI automation across voice, chat, SMS and email, with ticket handling and scheduling together. - [MSP Process vs TimeZest](https://mspprocess.com/compare/msp-process-vs-timezest/): Compare TimeZest scheduling with MSP Process, including ScheduleAssist, AI Voice and automation across the channels your clients use. - [MSP Process vs Traceless](https://mspprocess.com/compare/msp-process-vs-traceless/): Compare MSP Process and Traceless. Bring AI automation to every channel your clients use, with 12 more service desk capabilities on one platform. ## Blog - [Introducing AI VoiceAssist](https://mspprocess.com/ai-voiceassistant-for-msps/): AI VoiceAssist is a voice-powered assistant built for MSPs that answers client calls, captures issue details, and automatically creates support tickets, freeing your team to focus on solving high-priority issues. - [Blog](https://mspprocess.com/blog/): Field reports from MSPs running Zero Trust service desks. Threat intel, AI Voice walkthroughs, deployment playbooks, and customer case studies. - [MSP Process Acquires Triggr, Expanding Its Automation Platform for MSPs](https://mspprocess.com/blog/msp-process-acquires-triggr/): Acquisition adds predictive intelligent service-desk automation and workflow orchestration to MSP Process’s growing platform. - [The one-FTE math: how AI Triage actually recovers 22 hours a week](https://mspprocess.com/blog/ai-triage-fte-math/): Where the dispatcher hours go, and how AI Triage gives most of them back without compromising the client experience. - [What an after-hours AI voice agent actually sounds like in production](https://mspprocess.com/blog/ai-voice-call-transcripts-into-psa/): Six real call transcripts from MSPs running AI Voice in production. The patterns, and the moments where humans still need to step in. - [How to wire MSP Process into ConnectWise without breaking your dispatcher’s workflow](https://mspprocess.com/blog/connectwise-deployment-guide/): Pragmatic deployment guide for ConnectWise PSA MSPs, what to enable day one, what to roll out in week two, and the change-management pitfalls. - [Patrick Leonard on building Backup Radar and starting MSP Process](https://mspprocess.com/blog/founder-interview-patrick-leonard/): Lessons from a 15-year MSP, building one category-defining product, and starting over for the channel's next problem. - [Which helpdesk systems reduce the risk of phishing and impersonation attacks?](https://mspprocess.com/blog/helpdesk-systems-reduce-phishing-and-impersonation/): A vendor-neutral guide to five capabilities that reduce helpdesk phishing and impersonation risk, and how the main categories of helpdesk systems compare. - [From 8 to 14 clients without a hire: a case study](https://mspprocess.com/blog/integritek-8-to-14-techs-case-study/): Anonymized walk-through of an East Coast MSP that ran our automation playbook for 90 days. Numbers, hours saved, dollars retained. - [In-call MFA vs deepfakes: what actually catches the modern attacker](https://mspprocess.com/blog/mfa-vs-deepfake-vishing/): Deepfake voice cloning is now consumer-grade. How Authenticator and Duo push challenges inside the call defeat the attack, and where the gaps still are. - [Why helpdesk vishing replaced phishing as the #1 ransomware vector](https://mspprocess.com/blog/vishing-ransomware-vector/): Anatomy of the modern attack chain, three Fortune 500 breaches in 18 months started with a single phone call to an unverified IT helpdesk. - [Zero-trust helpdesk identity verification: the practical model](https://mspprocess.com/blog/zero-trust-helpdesk-identity-verification/): The IT helpdesk is now the most-attacked identity boundary. A complete, framework-aligned model for verifying who is really on the other end: phishing-resistant MFA, contextual risk, least privilege, and auditability, before any sensitive support action runs. - [Eliminating Technician Impersonation](https://mspprocess.com/eliminating-technician-impersonation-why-end-user-controlled-verification-is-the-only-secure-solution-for-msps/): Attackers are increasingly impersonating MSP technicians to trick end users into granting access. End-user controlled verification removes the attacker from the loop and stops these social engineering attempts at the source. - [Mastering End User Verification](https://mspprocess.com/end-user-verification/): End-user verification is essential for MSPs: it enhances security, prevents social engineering, supports compliance, and builds client trust while keeping the service desk running efficiently. - [SMS for MSP Service Desks](https://mspprocess.com/sms-for-msps/): SMS boasts a 98%+ open rate and faster response times than email or voice, making it the ideal communication channel for MSP service desks looking to resolve tickets faster. ## Customers - [Client Testimonials](https://mspprocess.com/client-testimonials/): 23 verified reviews from MSPs and IT teams running MSP Process in production. Real quotes, named reviewers and independently verified ratings. - [Testimonial: Adam Cochran (SBT)](https://mspprocess.com/client-testimonials/adam-cochran/): Adam Cochran of SBT on the best onboarding experience in the channel, and transitioning from an expensive calling service to AI Voice Assist. - [Testimonial: Alex Wilkins](https://mspprocess.com/client-testimonials/alex-wilkins/): Alex Wilkins on using MSP Process automation tools to tame email-notification chaos and auto-close noise tickets. - [Testimonial: Austin Riggs](https://mspprocess.com/client-testimonials/austin-riggs/): Austin Riggs on partnering with the open, suggestion-friendly MSP Process team that ships what customers ask for. - [Testimonial: Century Group](https://mspprocess.com/client-testimonials/century-group/): Jeff Wilder, President of Century Group, on why their team uses MSP Process daily for SMS, verification, and secure data sharing. - [Testimonial: Chris Bacon](https://mspprocess.com/client-testimonials/chris-bacon/): Chris Bacon on getting MSP Process set up and onboarded in 30 minutes flat with ConnectWise PSA. - [Testimonial: Chris Moore](https://mspprocess.com/client-testimonials/chris-moore/): Chris Moore on the white-glove care and partnership that goes beyond software, calling MSP Process his go-to partner. - [Testimonial: Dan Stewart](https://mspprocess.com/client-testimonials/dan-stewart/): Dan Stewart on MSP Process filling a key fixture missing from his HaloPSA stack with verification + secure data transfer. - [Testimonial: Danny C.](https://mspprocess.com/client-testimonials/danny-c/): Danny C. on the mutual verification process and PSA-native integration that solved a long-standing identity verification need. - [Testimonial: David Allen IT Solutions](https://mspprocess.com/client-testimonials/david-allen/): Gary Martin, Director of David Allen IT Solutions, on a fabulous product that seamlessly automates a number of ConnectWise PSA workflows. - [Testimonial: David Hodgson](https://mspprocess.com/client-testimonials/david-hodgson/): David Hodgson on MSP Process shipping requested roadmap changes within a week, a great company to partner with. - [Testimonial: Delano Collins](https://mspprocess.com/client-testimonials/delano-collins/): Delano Collins on choosing MSP Process for differentiation in an otherwise insecure MSP market. - [Testimonial: Erika Letendre](https://mspprocess.com/client-testimonials/erika-letendre/): Erika Letendre of Quercus on MSP Process providing added security for every client through a fantastic verification tool. - [Testimonial: Hayley Carter](https://mspprocess.com/client-testimonials/hayley-carter/): Hayley Carter on the MSP Process team being hot on industry trends and lovely to work with. - [Testimonial: iTeam](https://mspprocess.com/client-testimonials/iteam/): James Wagner of iTeam on stopping social engineering at the helpdesk with quick-deploy End User Verification. - [Testimonial: Jacob Morgan](https://mspprocess.com/client-testimonials/jacob-morgan/): Jacob Morgan on a year using MSP Process for rapid client validation via Teams, Authenticator, SMS, and email. - [Testimonial: Jennifer Edens](https://mspprocess.com/client-testimonials/jennifer-edens/): Jennifer Edens on MSP Process being easy to implement, intuitive to use, and a strong defense against bad actors. - [Testimonial: Laine Kohama](https://mspprocess.com/client-testimonials/laine-kohama/): Laine Kohama on the responsive, relationship-driven team at MSP Process, and why business is about relationships. - [Testimonial: Matt Gebhart](https://mspprocess.com/client-testimonials/matt-gebhart/): Matt Gebhart on partnering with MSP Process to drive compliance across government clients via end-user verification and SMS. - [Testimonial: Patrick Clausen](https://mspprocess.com/client-testimonials/patrick-clausen/): Patrick Clausen on the quick-to-respond, helpful support team behind MSP Process. - [Testimonial: Patrick Williams](https://mspprocess.com/client-testimonials/patrick-williams/): Patrick Williams on starting their zero-trust adoption journey with MSP Process. - [Testimonial: S1 Technology](https://mspprocess.com/client-testimonials/s1-technology/): Hunter Thevis, COO of S1 Technology, on MSP Process being built for MSPs supporting thousands of users with seamless SMS-PSA integration. - [Testimonial: The Purple Guys](https://mspprocess.com/client-testimonials/the-purple-guys/): Jon Katz, CTO of The Purple Guys, on End User Verification, SMS, and client portal as a game-changer for their MSP. - [Testimonial: William McCormack](https://mspprocess.com/client-testimonials/william-mccormack/): William McCormack on MSP Process filling a missing gap in their HaloPSA environment for user and tech verification. ## Company - [MSP Process](https://mspprocess.com/): Your AI-powered service desk, built for MSPs. Every request. One intelligent process across every channel your clients use. - [About Us](https://mspprocess.com/about-us/): Meet the team behind MSP Process. We bring AI automation to MSPs on every channel their clients use, built on experience running a service desk. - [AI Assist ROI Calculator](https://mspprocess.com/ai-assist-roi-calculator/): Explore MSP Process savings for your service desk with an interactive calculator using 2026 industry benchmarks and the median across 1000+ active accounts. - [Help & Support](https://mspprocess.com/help/): Get help with MSP Process. Browse guides or open a support ticket for a technician to follow up by email, typically within one business day. - [Plans & Pricing](https://mspprocess.com/plans/): Compare Verification Plus, Assist and Professional, add AI VoiceAssist, AI CallScribe or password rotation, and get pricing for your technician and client volume. - [Platform Overview](https://mspprocess.com/platform-overview/): Your AI-powered service desk, built for MSPs, brings every client channel into your PSA. AI Voice answers, AI triages and routes, and each action writes back to the ticket. - [Verify My Tech](https://mspprocess.com/verify-my-tech/): Verify My Tech gives your MSP's clients a free 10-second check of your dispatched technician's identity. Patent-pending reverse identity verification. - [AIVA Voice Library](https://mspprocess.com/voices/): Preview 52 AIVA voices. Filter by accent (American, Australian, British) and gender, copy a voice ID for your configuration, or download a clip. ## Optional - [Subprocessors](https://mspprocess.com/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. - [Terms of Service](https://mspprocess.com/terms-of-use/): MSP Process Terms of Service. The binding agreement between you and MSP Process, L.L.C. for use of our Software-as-a-Service. - [Privacy Policy](https://mspprocess.com/the-privacy-policy/): MSP Process Privacy Policy. How we use, protect, and store the information you, your company, and your clients share with MSP Process Software-as-a-Service. - [Full site text](https://mspprocess.com/llms-full.txt): Complete page text for the site.