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Every channel. One verified service desk.

Clients call, text, chat, message, email, and portal you — sometimes all in the same hour. MSP Process unifies every inbound channel through one Zero Trust orchestration layer that captures identity, classifies the request, and writes a single source-of-truth ticket back to your PSA.

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8+
Native intake channels
100%
Identity captured at the door
< 2s
Channel → PSA ticket
1
Ticket of record per request

The cost of a fragmented service desk. Multiplied by every channel.

Every new channel sounds like good customer experience — until each one becomes its own dead-end. Tickets get duplicated. Identity is never checked. Audit trails fragment across six tools. Techs swivel between tabs all day.

  • 01

    Tickets fragment across tools

    The same outage gets reported by phone, by SMS, and by Teams. Three tickets in your PSA. Two techs working the same client. Forty-five minutes wasted deduplicating.

  • 02

    Identity is checked on call — and nowhere else

    Voice calls run through your verification flow. Teams chats, SMS, email, and portal requests? Trust on the honor system. The vishing attack always picks the unguarded door.

  • 03

    Audit trail lives in six different vendors

    Your PSA has the ticket. Your phone system has the call. The Teams integration has the chat. The SMS gateway has the texts. Auditors stitch them together; you write the integration script.

  • 04

    Techs work the symptom, not the root

    Without correlation across channels, the tech sees one ticket. Six channels were saying the same thing. The mass outage gets misdiagnosed as a single-user issue.

Eight intake channels. One orchestration layer.

Wherever your clients show up, MSP Process meets them — with the same verified intake, the same AI triage, the same PSA-backed ticket of record. Every channel below is native, not bolted on.

AI Voice & Phone

24/7 AI voice agent answers every call, verifies caller identity, and opens the PSA ticket before a human picks up.

Voice

Microsoft Teams

Branded MSP app inside Teams. Clients chat where they already work; AI categorizes and creates a verified PSA ticket.

Chat

SMS & MMS

Two-way SMS & MMS over your PSA-bound number. Photos for diagnosis. Every thread auto-attached to the ticket.

Text

Email

Inbound email becomes a verified ticket. Identity confirmed by reply link or Authenticator push before any sensitive action.

Email

Branded Client Portal

Your-brand portal where clients submit, track, and update tickets. Identity verified per-action, fully PSA-synced.

Portal

Live Website Chat

Real-time live chat on your client-facing site. Pre-qualified, identity-checked, page agents across five channels.

Chat

Mobile Apps

Your-brand iOS & Android client app and a tech-facing companion app. Verified intake from anywhere, on any device.

Mobile

From any channel to your PSA. In five identical steps.

A request from SMS runs the same pipeline as a request from Microsoft Teams or a phone call. Same verification. Same triage. Same audit log. Same ticket of record.

  1. 1

    Intake

    Request lands on any of 8 channels — voice, Teams, SMS, WhatsApp, email, portal, chat, mobile.

  2. 2

    Verify

    Caller identity confirmed via Authenticator, Duo, SMS, Teams, or biometric — before any privileged action.

  3. 3

    Classify

    AI extracts intent, urgency, category, sentiment, and client context. Correlates duplicates across channels.

  4. 4

    Route

    Agreement-aware routing to the right tech, on-call rotation, or auto-resolution path. Mass-impact escalates to P1.

  5. 5

    Sync

    Verified ticket written to your PSA — channel, transcript, AI notes, identity chain, and time entry all attached.

What you get when every channel runs the same engine.

Not a stack of channels with five vendors holding the seams together — one orchestration layer where every benefit compounds across every door your clients use to reach you.

Identity at every door

EUV runs the same way on voice, Teams, SMS, WhatsApp, email, and portal. No channel is the soft target. Vishing-resistant by design.

Zero Trust

AI triage on every inbound

Intent, urgency, category, and SLA classified in < 2 seconds — regardless of where the ticket came from. TriageAssist on the entire intake surface.

AI Categorization

Cross-channel deduplication

When the same client reports the same issue on three channels, the platform sees one ticket — not three. Mass-impact patterns surface automatically.

Correlation

One ticket of record — in your PSA

ConnectWise, Autotask, HaloPSA, ServiceNow, Syncro, SuperOps. Channel, transcript, identity chain, time entry — all written to the ticket the tech already lives in.

PSA-Native

Channel handoff without friction

Client texts, then calls, then asks for a portal link. Same ticket. Same context. Identity intact. The tech sees the full conversation across every surface.

Continuity

Audit-ready, automatically

Every interaction — phone call, Teams message, SMS thread, portal session — written to one immutable audit log. HIPAA, SOC 2, CMMC, PCI-DSS evidence on demand.

Compliance

White-label across all surfaces

Voice agent, Teams bot, SMS sender, portal, mobile app, email sender — all branded as you. Clients never see MSP Process.

Your Brand

Replaces 6–8 standalone vendors

Cancel the SMS gateway, the Teams ticketing bolt-on, the after-hours answering service, the verification tool, the dedup script. One contract. One platform. One support team.

Stack Collapse

Every channel writes back to the PSA you already run.

No new system of record. No data sync to maintain. Bi-directional native integration with the PSAs that run the channel.

What changes when one engine runs every channel.

Average outcomes across MSPs running MSP Process as the orchestration layer for 90+ days.

+47%
More tickets logged
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
6–8
Vendors replaced
SMS gateway, Teams bot, answering service, verification tool — consolidated
100%
Audit-ready by default
Every channel, every interaction, written to one immutable log
We used to run four separate tools for client intake — phone, SMS, Teams, and a portal. None of them talked to each other. Now every channel lands as a verified ticket in ConnectWise with full context. Our techs stopped swivel-chairing between apps; our dispatcher stopped chasing duplicates. The audit log is the audit log — it's not a thing we build at the end of the quarter anymore.
Patrick Leonard
Founder & CEO, MSP Process

Eight channels in. One verified ticket out.

Book a 30-minute walkthrough. We'll demo a request landing from voice, Teams, SMS, and the portal in real time — identity captured, AI triaged, ticket of record sitting clean in your PSA.

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