MSP Process puts End User Verification in front of every helpdesk request — on every channel — and turns password resets, credential rotation, and sensitive-data delivery into hands-off, audit-ready, single-use workflows. The AI VoiceAssist Verification agent answers, proves identity, resets the credential, rotates it on schedule, sends the new secret over an expiring secure link, and writes the chain-of-custody back to ServiceNow, Zendesk, Freshservice, or HaloITSM. Built for IT teams supporting 1,000 to 100,000+ employees.
Identity-based attacks against the IT service desk are now the #1 ransomware vector. The pattern is the same: a phone call, an unverified password reset, domain-admin credentials in 3 minutes. MSP Process closes that door.
Attackers called a major casino's helpdesk impersonating an employee. The helpdesk reset MFA. Ransomware was deployed across the network within hours. Identity verification on the call would have stopped the entire incident.
A Fortune 500 manufacturer was crippled after a vishing call to their service desk. Production halted. Insurance argued for months over forensics. The attack chain started with one unverified caller.
An IT support vendor was tricked into resetting credentials for an unverified caller. The blast radius hit nearly thirty downstream customers. End-user verification at the helpdesk would have contained it at zero.
The AI VoiceAssist Verification Agent answers every inbound helpdesk call, runs End User Verification against your identity provider, executes the privileged workflow, and writes a tamper-evident chain-of-custody to your ITSM and SIEM — 24/7, in 30+ languages. Zero tier-1 touch. Zero spoken passwords.
24/7, infinite concurrency, 30+ languages. Answers in <1 ring, no IVR maze, no hold queue. Defines a hard floor on user-side helpdesk SLA without adding headcount.
SSO push to Entra ID, Okta, Ping. Authenticator, Duo, Photo ID, secure one-time links. Default-deny on any privileged workflow until the patent-pending verification chain passes.
Force-reset in Entra ID, Active Directory, Okta, or Ping — never spoken aloud. Policy-driven rotation cadence per user, role, or risk signal. New secret delivered through expiring single-use link.
Every utterance, verification step, reset, and secure-link delivery streamed to Splunk, Microsoft Sentinel, QRadar, or Chronicle in real time. Hash-chained, append-only, audit-ready by design.
A defense-in-depth verification stack purpose-built for the enterprise helpdesk — not bolted on after the fact. Mix-and-match per user, per channel, per risk tier.
Microsoft Authenticator, Duo, Okta Verify, Ping, OneLogin. Push fires on the user's registered device the moment they reach the helpdesk — voice, chat, portal, anywhere.
SSO MFAThe voice agent runs MFA inside the call. SSO lookup, push, biometric, knowledge-based fallback — identity proven before a single privileged action is performed.
In-Call MFAHigh-risk workflows (new hire, executive, terminated contractor) fall back to government-issued ID with liveness check — rendered against the HR roster.
LivenessBranded, single-use, time-boxed links delivered to the user's registered email or SMS. Confirms control of a known channel before any privileged action runs.
Out-of-BandEmployees can prove the IT tech calling them back is really yours — before granting any remote access. The world's only patent-pending reverse identity check.
Patent PendingOkta, Entra ID, Ping, OneLogin. SCIM 2.0 provisioning so users, groups, VIP flags, and termination events sync automatically. No identity store to maintain.
Okta · Entra · PingEvery verification, every reset, every secure-link delivery streamed in real time to Splunk, Microsoft Sentinel, QRadar, or Chronicle. Tamper-evident hash chain.
Real-Time ExportUS, EU, APAC, Canada regions. Customer-controlled encryption keys (BYOK / HYOK) on enterprise plans. Region-pinned tenants for sovereignty requirements.
BYOK · RegionalPassword reset, MFA reset, account unlock, secret share — every privileged helpdesk action requires verified identity from the requester AND verified authority of the agent.
Default-DenyVerified end-user. Force-reset in the IdP. Rotated on a schedule. Delivered through a single-use secure link. Logged to your ITSM. Never spoken, never emailed, never stored in plaintext.
Once EUV passes, the agent force-resets the credential in Entra ID, Active Directory, Okta, or Ping. The new secret is generated server-side and never exposed in transcript or audio.
Entra · AD · Okta · PingPolicy-driven rotation cadence per user, role, or risk tier. Rotate on a schedule, on geo / device change, on suspicious sign-in, or on a SIEM signal. Zero helpdesk involvement.
Policy-DrivenNew credential delivered via brandable, expiring, single-view link to the user's registered SMS or email. Tap-to-open, copy-once, then destroyed. No password ever lands in chat or voicemail.
PWPush ReplacementTax forms, onboarding packets, MFA recovery codes, large attachments — everything sensitive your team would normally email. Same brandable single-use link, same audit trail, no separate vendor.
Encrypted · ExpiringEvery reset, rotation, and secure-link delivery written to the ITSM ticket and streamed to your SIEM. Who requested, who approved, what method, when delivered, when opened, when destroyed.
Audit-ReadyAlready-enrolled employees can reset their own password via the AI VoiceAssist agent, Teams app, or portal — provided they pass EUV. Tier-1 call volume drops 70-80%.
Tier-1 DeflectionMSP Process layers verified intake, AI VoiceAssist, password reset, and secure data sharing on top of the system you already run — no migration, no parallel stack. Native, deep, bidirectional.
Also integrates with Jira Service Management, Cherwell, BMC Helix, ConnectWise PSA, Autotask, Kaseya BMS, Syncro, and SuperOps. Full integration directory →
Healthcare, finance, defense, hospitality, manufacturing — every privileged helpdesk action carries an immutable audit trail. Auditors love it. Cyber insurers underwrite it.
Posture, productivity, and risk — at a glance, in real time.
30 minutes with a solutions engineer. We'll map MSP Process to your ServiceNow / Zendesk / Freshservice instance and walk through how Zero Trust + AI Voice would have stopped the most-discussed helpdesk breaches of the last 24 months.