MSP Process sits in the orchestration layer between voice, Teams, SMS, WhatsApp, email, portal, and chat — and your PSA. AI Voice answers, identity is verified both ways, AI triages and routes, and every action — including time entries and notes — writes back to the ticket automatically.
ConnectWise
Autotask
HaloPSA
The AI voice agent answers. The identity layer proves who's on both ends. The platform writes everything to your PSA — automatically.
A 24/7 MSP-built AI voice agent answers every inbound call, captures intent, runs MFA, creates the ticket, and writes the time entry — before a human ever picks up.
Verify every caller, on every channel, before any privileged action. Authenticator, Duo, SMS, Teams, Email, Photo ID — natively embedded in every inbound flow.
Attackers impersonate your team. One-click reverse verification proves the person calling really is your tech — before any access is granted.
Identity, intake, automation, communications — wired together with your PSA at the back. No tool stack. No glue scripts.
13 methods to confirm a real human before any privileged action — Authenticator, Duo, photo ID, secure links — embedded in every channel.
The other direction of Zero Trust. Clients verify your tech in one tap before remote access — stops vishing the moment a fake helpdesk calls.
Send temporary passwords, credentials, and sensitive files through brandable, time-boxed, single-use secure links — never email a password again.
24/7 first-line tech that answers, verifies, classifies, creates tickets — and writes time entries plus AI summary notes back to your PSA automatically.
AI categorization on every inbound ticket. Category, priority, contract SLA, and suggested resolver applied automatically — clean hand-off to dispatch.
Self-service scheduling for verified clients. EUV runs before the slot is confirmed; appointment writes back to your PSA as a scheduled ticket.
Rotation-aware paging from your PSA. Severity-based routing, primary → secondary → manager escalation if no ack in 5 minutes.
Verified, white-labeled password resets via AI Voice or PSA-native tech flow. Credential force-reset in Entra ID, AD, or your IdP — never spoken aloud.
Branded MSP app inside every client's Microsoft Teams. Tickets, KB, invoices, identity verification — where your clients already work.
Send and receive SMS / MMS directly inside the PSA ticket. Photos for diagnosis. No personal numbers. Every thread auto-attached.
Two-way WhatsApp ticketing with read receipts and media. Threaded into the PSA ticket — verified identity, full audit trail.
Pick a PSA group, send an outage / maintenance / all-clear blast in seconds. Stop the inbound ticket flood before it starts.
Branded MSP portal & mobile app per client. Tickets, KB, invoices, two-way verification, threaded chat — all PSA-synced.
Voice, Teams, SMS, WhatsApp, email, portal, chat — every inbound runs the same five-step flow. The dispatcher's queue is always the source of truth.
Inbound on any of 8 channels — captured with full metadata into the orchestration layer.
8 Channels · One QueueAuthenticator / Duo push, Photo ID, or secure one-time link — identity confirmed before any privileged action.
MFA · Entra + DuoAI assigns category, priority, contract SLA, and suggested resolver. Routes to the right queue automatically.
AI · Intent + SLAResolved in-call · queued for daytime · or paged to on-call with full context, transcript, and identity chain.
Smart · In-Call or PagedTranscript, recording, identity chain, AI-written notes & time entry — all into your PSA / ITSM, audit-ready.
PSA · ITSM · AuditA native MSP Process panel renders inside every supported PSA / ITSM. Every action — verification, AI Voice, secure data, time entries, notes — writes back to the originating ticket.
MSP Process is a fabulous product for any MSP. We integrate with ConnectWise Manage, and it works seamlessly — automating a number of our workflows. Patrick and his team are a joy to work with.
Book a 30-minute demo. We'll model your ticket volume, identity stack, and PSA — and show what MSP Process changes about your service desk on day one.
