Stop Vishing Attacks. Verify Every User. Stay Inside ServiceNow.
MSP Process integrates directly with ServiceNow, adding a powerful security and communications layer right inside your existing workflow — no extra tabs, no extra tools.
With one native tab inside ServiceNow, your technicians can instantly verify end users before taking action, send and receive SMS messages without exposing personal phone numbers, and deliver passwords or sensitive files through brandable secure links — all while keeping a clean, auditable record on every ticket.
Whether you’re protecting against voice phishing, streamlining helpdesk communication, or tightening up your security posture for compliance, MSP Process gives your team the tools to work faster and safer.
Prevent Voice Phishing Before It Costs You a Client
Vishing (voice phishing) attacks targeting MSP helpdesks are increasing. All it takes is one convincing caller to get a password reset or access granted — and the damage can be severe. MSP Process eliminates that risk by giving your team instant, multi-method identity verification before any action is taken.
From inside your ServiceNow ticket, your technicians can verify any end user using:
- Microsoft Authenticator — push notification approval in seconds
- DUO — seamless two-factor verification
- Microsoft Teams — verify via a Teams message
- SMS — one-time code delivered to the user’s mobile
- SMS Brandable Single-Click Link — a white-labeled link the user taps to confirm identity
- Email — verification code via email
- Email Brandable Link — a branded, single-click email confirmation
- Voice Call — automated verification call for users who prefer it
Every verification attempt is automatically logged to the ServiceNow ticket, giving you a clean audit trail with zero extra effort.
Stop Impersonation of Your MSP: Tech Verification
Not only do end users need to be verified — your technicians do too. Social engineering attacks increasingly target helpdesks by impersonating MSP staff to gain unauthorized access. MSP Process gives you the tools to verify that the person on the other end of a call or message is actually your technician — not an attacker pretending to be one.
- Technician identity verification — confirm your tech’s identity before sensitive actions are taken
- Stop MSP impersonation attacks — prevent attackers from posing as your staff to gain elevated access
- Every verification attempt logged — full audit trail of who verified whom and when, tied directly to the ServiceNow ticket
- Works with your existing verification workflows — use the same multi-method verification methods you already have in place
Stop Emailing Passwords. Send Them Securely.
Sending temporary passwords or sensitive files over email is a compliance risk and a bad look for any security-conscious MSP. MSP Process gives you brandable secure links that expire after use — so sensitive information is delivered safely and nothing lingers in an inbox.
- Brandable secure links for temporary passwords or sensitive text — your clients see your brand, not a generic tool
- Brandable secure links for file delivery — send documents, credentials, or config files directly to a user with full access control
- Update contact phone numbers from inside the ServiceNow tab without leaving your workflow
AI Voice Intelligent Voice Assistance for Your Helpdesk
Your helpdesk doesn’t stop when your team goes home. MSP Process AI VoiceAssist answers incoming client calls, captures issue details, and automatically creates or updates tickets in ServiceNow — 24 hours a day, 7 days a week. It’s like adding a tireless first-line technician who never misses a call and never puts a client on hold.
- After-hours call handling with AI — callers get a professional, intelligent response even when your team is offline
- Automatic ticket creation in ServiceNow — the AI captures issue details and logs them directly to your PSA
- Natural language understanding — callers describe problems in plain language, and the AI routes and documents the request accurately
- Identity verification during calls — the AI can trigger your existing verification workflows before taking action
- Full call transcripts logged to tickets — every interaction is documented, giving your technicians full context before they respond
- Automated Time Entries from full call transcription — every call is transcribed and automatically logged as a time entry in ServiceNow, saving techs time and ensuring accurate billing
On-Call Scheduling Never Miss an Urgent Ticket Again
Critical issues don’t follow business hours. MSP Process On-Call Scheduling ensures the right technician is always reachable when it matters most — without relying on group chats, spreadsheets, or whoever happens to pick up the phone. Configure your on-call rotations inside ServiceNow and let automated escalations do the rest.
- Configurable on-call rotation schedules — set weekly, bi-weekly, or custom rotations by team or skill set
- Automated SMS and push notification alerts — on-call technicians are notified immediately when a high-priority ticket comes in
- Escalation workflows — if the primary on-call tech doesn’t respond within a set time, the alert automatically escalates to a backup
- Full schedule visibility in ServiceNow — dispatchers and managers can see who is on-call at any given time without switching tools
- Override and swap management — techs can swap on-call shifts and managers can set temporary overrides with full audit logging
Advanced Workflows for Notifications Smart Alerts That Work the Way You Do
Generic ticket notifications create noise. MSP Process Advanced Notification Workflows let you define exactly who gets alerted, when, and through which channel — based on ticket priority, client SLA, category, or any combination of conditions. Fewer missed tickets. Less alert fatigue. More precise communication.
- Conditional notification rules — trigger SMS, push, or Teams alerts based on priority, SLA breach risk, ticket type, or custom criteria
- Multi-channel delivery — route notifications to SMS, Microsoft Teams, mobile push, or email depending on urgency and technician preference
- SLA-aware escalations — automatically notify senior technicians or managers when a ticket is approaching or has breached its SLA
- Client-facing notifications — keep end users updated with automated status messages at key points in the ticket lifecycle
- Notification logs tied to tickets — every alert sent is recorded on the ServiceNow ticket for a complete communication audit trail
Integrated Teams Microsoft Teams Built Into Your ServiceNow Workflow
Your technicians are already in Microsoft Teams. MSP Process brings your ServiceNow ticketing workflow right into that environment — so your team can receive ticket alerts, verify end users, and collaborate on issues without ever switching applications. Teams becomes a seamless extension of your helpdesk, not a separate silo.
- Ticket notifications delivered directly in Teams — technicians get real-time alerts for new, updated, or escalated tickets in their Teams channels
- End user identity verification via Teams message — send a verification prompt to a user’s Teams account and confirm their identity before taking action
- Two-way collaboration on tickets — techs can respond, update ticket status, and add notes from within Teams without opening ServiceNow
- Teams-based on-call alerts — on-call notifications can be routed to Teams as well as SMS, ensuring techs are reached on their preferred platform
- Full activity logged to ServiceNow tickets — all Teams interactions are captured and recorded on the relevant ticket for accountability and reporting
SMS/MMS Two-Way Messaging That Keeps Tickets Moving
Text is the fastest way to reach most end users — and with MSP Process integrated SMS/MMS, your technicians can send and receive messages directly inside ServiceNow. No personal phone numbers. No missed context. Every message automatically threads to the correct ticket so your team always has the full picture.
- Send and receive SMS and MMS from inside ServiceNow tickets — no app switching, no context loss, full conversation history in one place
- MMS photo support for remote diagnosis — end users can photograph error screens, hardware failures, or physical damage and send it directly to your technician
- Technician mobile app keeps communication going on the go — respond to client messages from anywhere without ever sharing a personal number
- All messages auto-logged to the ticket — complete SMS conversation history is recorded in ServiceNow for reporting and accountability
- Bulk SMS Opt-In forms for contact management — enroll your entire client base and keep ServiceNow phone numbers current with minimal manual effort
Broadcast SMS Reach Every Client Instantly
When a critical issue hits your network — an outage, a security threat, a maintenance window — your clients need to know fast. MSP Process Broadcast SMS lets you send mass text messages to your entire client base or targeted segments in seconds, all from inside ServiceNow. No mail merge. No third-party platform. Just one click and every impacted user is informed.
- Send mass SMS to all clients or specific groups — target by company, site, or custom segment without leaving your PSA
- Outage and maintenance alerts delivered instantly — keep clients informed before they flood your helpdesk with calls
- Replies are captured in your ServiceNow tickets — two-way responses are tracked so nothing falls through the cracks
- Opt-in compliance built in — Bulk SMS Opt-In forms keep your lists clean and legally compliant
- Branded sender identity — messages come from your business number, not a random short code
Ready to Add a Security Layer to Your ServiceNow Workflow?
MSP Process is up and running the moment you install it — no complex setup, no new platforms to learn. Just a powerful new tab inside ServiceNow that your team will use from day one.