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.
- Your clients' everyday channels
- 8+
- Context with every request
- 100%
- Requests connected to your PSA
- < 2s
START WITH YOUR DAY
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.
- Duplicate tickets across intake channels
- Two techs on one issue
- Forty-five minutes of duplicate work
Different channels, different routines
02: Your team follows an agreed process on calls, while Teams chats, SMS, email, and portal requests follow different routines.
- Different routines for each channel
- Extra decisions for your team
- Uneven experiences for your clients
Context spread across tools
03: Your ticket, call, chat, and texts sit across six different vendors, leaving your team to bring the records together.
- Call records outside the ticket
- Message history across separate tools
- Manual work for audit preparation
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.
- Related reports across separate channels
- Limited context for your tech
- Shared outages behind individual tickets
READY TO PUT TO WORK
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.
- Calls answered throughout the day
- Requests captured before human pickup
- Tickets opened in your PSA
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.
- Your brand inside Microsoft Teams
- Client requests from everyday chats
- AI categorization and ticket creation
SMS & MMS conversations
Your clients send texts and photos through multimedia messaging (MMS) to your PSA number, with every conversation attached to the ticket.
- Two-way texts through your number
- Client photos for issue diagnosis
- Full conversations attached to tickets
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.
- Two-way conversations with your clients
- Read receipts alongside shared media
- Conversation threads 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.
- Client requests through familiar email
- Inbound messages turned into tickets
- Email requests 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.
- New requests through your portal
- Ticket tracking for your clients
- Client updates in 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.
- Live conversations on your website
- Qualified requests for your team
- Agent paging 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.
- Your brand on client apps
- Mobile requests from your clients
- Companion app for your techs
FOLLOW THE WORK
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.
WHAT YOU LEAVE WITH
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.
- Agreed checks before sensitive actions
- Consistent handling across client channels
- Recorded evidence alongside your tickets
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.
- Request intent and urgency classification
- Categories matched to incoming requests
- Service level agreement classification
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.
- Related reports across client channels
- One ticket for repeated requests
- Automatic visibility into widespread issues
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.
- Conversation transcripts in your PSA
- Time entries alongside ticket details
- Supporting records for your team
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.
- Texts and calls kept together
- Portal conversations on the same ticket
- Full context for your tech
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.
- Interaction records across your channels
- One immutable log for audits
- Evidence available when you need it
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.
- Your brand on client channels
- Branded voice and messaging experiences
- Your portal and mobile app
Fewer tools to manage
Bring the work of 6 to 8 standalone vendors into one platform, with one contract and one support team.
- Calling and messaging handled together
- One contract for your platform
- One support team to contact
Your existing PSA. Every channel connected.
FROM THE SERVICE DESK
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
“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
LET'S TALK AUTOMATION
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.
Walkthrough
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Your quote
Bring us the process you most want to stop doing by hand.