Everything the platform does
Eleven capabilities. One control plane.
Identity, intake, automation, communications, wired together with your PSA at the back. No tool stack. No glue scripts.
Every client channel.
One connected service desk.
Luke F.
Northwind Dental
01:00
- 00:00
Capture the request
00: A client's request arrives through any of 8 channels, with its details captured for your team.
- 00:15
Prepare the next stepVerified
08: The flow brings in your client's chosen method, Authenticator, Duo push, Photo ID or a secure one-time link.
ApproveMicrosoft Authenticator
Approve sign-in?
- 00:30
Set the ticket detailsTriaged
14: AI assigns the type, subtype, priority and status to prepare the ticket for your team.
- 01:00
+2 stepsWrite back the workLogged
MSP Process connects voice, Teams, SMS, WhatsApp, email, portal and chat to your PSA, your professional services automation system. AI Voice answers requests, AI triages and routes them, and every action writes back to the ticket with notes and time entries.
- Your clients' connected channels
- 8
- Methods for each client's requirements
- 13
- PSA and IT service management integrations
- 9+
Work across every channel. Details in every ticket.
SEE WHAT CONNECTS
Your connected service desk
Live
| Voice, Teams, SMS, WhatsApp | ||
| Portal, email, live chat, mobile | ||
| MSP Process connects the workTriage, routing and notifications | Triage, routing and notifications |
Work recorded in the ticket
INSIDE THE PLATFORM
Everyday client requests.
Less everyday desk work.
Three connected capabilities help your team answer requests, handle each client's requirements and write the work back to your PSA automatically.
AI Voice Agent
Our Patent Pending AI Voice Agent answers 24/7, captures intent and handles level one and after-hours overflow before your team picks up.
- Call answers in < 30s
- Client conversations in 30+ languages
- Automatic time entries and summaries
End-User Verification
Your team brings each client's requirements into the flow, with Authenticator, Duo, SMS, Teams, Email and Photo ID available across inbound channels.
- 13 methods with client-specific choices
- Zero Trust across every channel
- Audit trails on every ticket
Reverse Tech Verification
Our Patent Pending capability gives your clients a one-tap step before granting access, with the result recorded on the originating ticket.
- One-tap confirmation for your clients
- Web, SMS, Teams and mobile
- Results on the originating ticket
START WITH THE BASICS
Your team's daily work.
Connected to your PSA.
Eleven capabilities bring intake, automation and communications together, so your team can handle requests with your PSA connected throughout the work.
End User Verification
Your team can choose from 13 methods, including Authenticator, Duo, photo ID and secure links, to fit each client's requirements.
Tech Verification, Patent Pending
Your clients confirm your technician in one tap before remote access, bringing the other direction of Zero Trust into the same request.
Secure Data Sharing
Your team sends temporary passwords, credentials and sensitive files through branded links, with time limits and single-use access built into the flow.
PUT AUTOMATION TO WORK
AI Voice
AI Voice answers 24/7, classifies requests, creates tickets and writes summary, analysis, time entry, notes, recording and transcript back to your PSA.
AI ticketing triage
AI ticketing triage applies type, subtype, priority and status to every inbound ticket, ready for your dispatch team.
ScheduleAssist
Your clients choose their own appointment slots, and ScheduleAssist writes the confirmed appointment back to your PSA as a scheduled ticket.
On-Call Scheduling
Paging follows your rotation and severity rules, escalating from primary to secondary to manager when nobody acknowledges the request in 5 minutes.
Password Reset
Your clients reset passwords through branded AI Voice or PSA technician flows, with force-reset in Entra ID, Active Directory or your identity provider.
BRING YOUR CHANNELS TOGETHER
Teams Chat Ticketing
Your clients use tickets, knowledge articles and invoices through your branded MSP app inside Microsoft Teams, where they already work.
Two-Way SMS & MMS
Your team sends and receives messages and diagnostic photos inside the PSA ticket, with every thread attached automatically and no personal numbers needed.
WhatsApp Messaging
Your team handles two-way WhatsApp conversations with read receipts and media, with each thread and its audit trail recorded in the PSA ticket.
SMS Broadcast
Your team picks a PSA group and sends outage, maintenance or all-clear updates in seconds, keeping clients informed through the same channel.
Client Portal, Mobile App
Your clients use your branded portal and mobile app for tickets, knowledge articles, invoices and threaded chat, all synced with your PSA.
FOLLOW THE WORK
One client's request.
One connected ticket.
Follow a client request from arrival to the ticket record through the same five-step flow, with your dispatcher's queue as the source of truth.
Capture the request
00: A client brings a request through any of 8 channels, and its full details arrive in one queue for your team.
Confirm before taking action
08: We verify identity before privileged action using Authenticator, Duo push, Photo ID or a secure one-time link, with multifactor authentication through Entra + Duo.
Prepare it for dispatch
14: AI assigns the type, subtype, priority and status, then routes the request to the right queue.
Bring in the right help
18: The request is resolved during the call, queued for daytime or paged to your on-call team with context and a transcript.
Record the completed work
22: The summary, analysis, time entry, notes, recording and transcript go into your PSA or IT service management system for review.
WHAT TEAMS REPORT
More time for clients.
Less work between requests.
- 12 min
- Time recovered per ticket
- Billable time techs were leaking on note-writing.
- −47%
- Inbound email tickets
- Captured in voice / portal / Teams instead, with full metadata.
- 3.4×
- Average first-year return on investment
- Labor + breach + after-hours + new revenue, modeled.
- 100%
- Records ready for audit
- Identity chain, transcript, action log on every ticket.
“MSP Process is a fabulous product for any MSP. We integrate with ConnectWise PSA, and it works seamlessly, automating a number of our workflows. Patrick and his team are a joy to work with.”
Gary Allen
Director of IT
LET'S TALK AUTOMATION
Your service desk.
See what fits.
In a demo, we'll show a representative service-desk workflow, then discuss your volume, identity requirements and PSA. No customer data or PSA connection is needed.
Walkthrough
Product walkthrough
Quote
Bring us the process you most want to stop doing by hand.