MSP Process inside Microsoft Teams
Support inside Microsoft Teams.
Less work between messages.
A request through Microsoft Teams
Luke F., Northwind Dental
Luke F.
MSP Process
MSP Process
MSP Process
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).
- Your Teams bot
- Native
- Messages and channel mentions
- DM + @mention
- Every interaction recorded
- Verified
MSP Process + 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.
GET SET UP
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.
INSIDE THE WORKFLOW
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.
Unknown caller
Says: Luke F., Northwind Dental
- 01
User DMs a tech directly in Teams, no ticket, no audit.
- 02
Tech replies and acts in Teams on trust alone.
- 03
Privileged action runs, no MFA in the loop.
- 04
Insurance asks for the audit trail, it's a chat history.
With MSP Process
Teams support with MSP Process.
Unknown caller
Says: Luke F., Northwind Dental
- 01
DM the MSP Process bot or @mention a channel
verified ticket opens instantly.
- 02
MFA push fires inside Teams before any privileged action.
ApproveMicrosoft Authenticator
Approve sign-in?
- 03
Tech reply lands in the Teams thread AND syncs to the PSA.
- 04
Full audit chain
Entra identity, device, time, written to the ticket.
SEE IT AT WORK
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.