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MSP Process

HaloPSA AI VoiceAssist with Authenticator verification and SMS

Everyday requests.
Less everyday work.

An office building connected to an IT desk that serves many floors

MSP Process brings AI automation to every channel your clients use, handling requests and recording the work in ServiceNow, Zendesk, Freshservice, or HaloITSM. Your MSP can put it to work for IT teams supporting 1,000 to 100,000+ employees.

Book a demoSee it in a demo
Ways to handle requests
13+
Call intake and routing
100%
Automated password resets
<90s

WHY IT MATTERS

Your clients need help.
Your team needs capacity.

Your team needs a clear process for everyday requests, from the first call through to the completed ticket.

  • A reset with consequences

    A major casino's public incident linked a 10-minute helpdesk call and a multifactor authentication reset to $100M+ in losses.

    • Caller details at request intake
    • Approval requirements before account changes
    • Records of completed helpdesk actions
    2023, Hospitality

  • Continuity for your clients

    A Fortune 500 manufacturer's public 8-K disclosure described a helpdesk impersonation incident followed by 3 weeks of downtime.

    • Account access within agreed permissions
    • Clear records for incident review
    • Request history in your tickets
    2024, Manufacturing

  • Responsibility across client accounts

    An IT support vendor's customer notifications described a credential reset incident affecting 27 customers, nearly thirty downstream customers.

    • Client context for each request
    • Permissions for sensitive account actions
    • Delivery records for shared credentials
    2024, SaaS

THE REPORTED CONTEXT

+1,265%
Yearly growth in helpdesk impersonation calls
$22M
Average ransom following helpdesk impersonation
3 min
Average time from call to compromise
81%
Share of breaches involving identity

START HERE

Every client channel.
One connected workflow.

  • Voice
  • Teams
  • Text messages
  • WhatsApp
  • Email
  • Portal
  • Chat
  • Mobile

INSIDE THE WORKFLOW

MSP Process.
Your requests handled.

  • AI VoiceAssist
  • Request checks
  • Request triage
  • Team routing
  • Activity records

CONNECT WHAT YOU USE

Your existing accounts.
Your starting point.

  • Entra ID
  • Okta
  • Ping
  • Duo
  • Authenticator
  • Photo ID

PUT TO WORK

Routine account requests.
Ready for automation.

  • Password reset
  • Credential rotation
  • Multifactor authentication unlock
  • Secure link delivery
  • Account status

KEEP WORK CONNECTED

Your service desk.
The work recorded.

  • ServiceNow
  • Zendesk
  • Freshservice
  • HaloITSM

FOLLOW THE WORK

Every action recorded.
Ready for review.

  • Splunk
  • Microsoft Sentinel
  • QRadar
  • Chronicle

A client locked out.
A reset handled.

ONE REQUEST THROUGH

Live
  1. 1A familiar greeting

    Step 1. AI VoiceAssist answers in 0.3s, in the caller's preferred language: "IT support. May I have your full name and employee ID?"

  2. 2The right account

    Step 2. Sarah K., employee ID 48221 in Engineering, matches the Entra ID directory record, and Authenticator sends a push to her registered device.

  3. 3The caller's response

    Step 3. Authenticator approval arrives in 1.2s, with the registered device, internet address and location matching the account.

  4. 4The request captured

    Step 4. "I'm locked out of my account, need a reset." The agent captures the request and streams the transcript to ServiceNow.

  5. 5A new credential

    Step 5. The agent resets and rotates the password in Entra ID, then sends a single-use secure link to Sarah K.'s registered device.

  6. 6The completed ticket

    Step 6. INC0048221 closes with the transcript, approval evidence, reset event and secure-link receipt attached, and the records stream to Splunk.

READY TO PUT TO WORK

  • Calls covered around the clock

    Your clients get 24/7 answers in <1 ring, with 30+ languages, regional accents and a sub-300ms first response.

    • 30+ languages for your clients
    • Unlimited capacity for concurrent calls
    • Active regions with automatic failover

  • Permissions before account changes

    Your account workflows wait for the required approvals, using your existing providers and a choice of 13+ methods.

    • Entra ID, Okta and Ping
    • Authenticator, Duo and Photo ID
    • FIDO2 / WebAuthn support for approvals

  • Resets with scheduled rotation

    Your workflows reset credentials in Entra ID, Active Directory, Okta or Ping, then deliver the new password through an expiring link.

    • Rotation rules by user role
    • Credentials generated on the server
    • Single-view links for credential delivery

  • Records ready for review

    Your call, reset and delivery records stream to Splunk, Microsoft Sentinel, QRadar or Chronicle, with automatic SOC 2 evidence collection.

    • Linked records that reveal changes
    • Field redaction for sensitive data
    • Retention settings under your control

WHAT THE WORKFLOW HANDLES

78%
Level one requests handled automatically
Reset, unlock, status, and FAQ resolved by voice agent.
<90s
Average password reset time
From call answer to delivered, rotated credential.
0
Passwords spoken during calls
Server-side generation, single-use secure link delivery.
100%
Events recorded in security monitoring
Hash-chained chain-of-custody streamed in real time.

BUILT INTO THE WORK

Your team's permissions.
Part of every workflow.

End User Verification brings 13+ methods to your workflows, so sensitive actions wait for identity and authority checks.

  • Approvals on registered devices

    Your clients receive a push through Microsoft Authenticator, Duo, Okta Verify, Ping or OneLogin when they contact your helpdesk.

    • Push requests on registered devices
    • Voice, chat and portal support
    • Your clients' existing account providers
    SSO MFA

  • Help within the call

    The AI VoiceAssist Verification agent handles single sign-on lookup, device approval, biometric checks or knowledge-based fallback before performing a sensitive action.

    • Account lookup during the call
    • Device approval within the conversation
    • Biometric checks and fallback options
    In-Call MFA

  • Photo ID when needed

    Your higher-risk workflows can use a government-issued document and liveness check, matched against your human resources roster.

    • Government-issued documents for account checks
    • Liveness checks alongside document capture
    • Employee details from your roster
    Liveness

  • Links to known channels

    Your clients receive a branded, single-use link at their registered email address or phone number before a sensitive workflow continues.

    • Branded links for your clients
    • Delivery through registered contact channels
    • Expiry settings for each link
    Out-of-Band

  • Confidence in your callbacks

    Your clients can check that the technician calling belongs to your team before granting remote access, using our patent-pending reverse identity check.

    • Technician details for client review
    • Identity checks before remote access
    • Callback confidence for your clients
    Patent Pending

  • Accounts kept in sync

    Your Okta, Entra ID, Ping and OneLogin records sync through System for Cross-domain Identity Management (SCIM) 2.0 provisioning.

    • Automatic user and group updates
    • Priority flags and termination events
    • Your existing directory as source
    Okta, Entra, Ping

  • Activity in your monitoring tools

    Your workflow events stream to Splunk, Microsoft Sentinel, QRadar or Chronicle in real time, with linked records that reveal changes.

    • Reset events in your monitoring
    • Delivery receipts alongside request records
    • Linked event history for review
    Real-Time Export

  • Data where you need it

    Your enterprise plan supports region-pinned tenants in the United States, European Union, Asia Pacific and Canada, with encryption keys under your control.

    • Regional hosting for your requirements
    • Customer control of encryption keys
    • Tenant data within chosen regions
    BYOK, Regional

  • Sensitive actions within permissions

    Your password resets, account unlocks and secret sharing require both the requester's identity and the agent's authority before proceeding.

    • Requester identity before account changes
    • Agent authority for each action
    • Permission requirements across sensitive workflows
    Default-Deny

TAKE ON THE ROUTINE

Everyday account requests.
Less work by hand.

Your workflow resets the password, rotates it on schedule and delivers it through a single-use secure link. The completed work goes into your service desk record, with the password kept out of speech, email and plaintext storage.

  • Password resets within your workflow

    Once required checks pass, your agent resets the credential in Entra ID, Active Directory, Okta or Ping without exposing it in transcripts or audio.

    • Reset actions in your directory
    • New credentials generated server side
    • Passwords kept outside call records
    Entra, AD, Okta, Ping

  • Rotation on your terms

    Your policies rotate credentials by user, role or risk, using schedules, device changes, suspicious sign-ins or security monitoring signals.

    • Rotation schedules by user role
    • Location changes and device signals
    • Automated actions from monitoring events
    Policy-Driven

  • New credentials delivered privately

    Your clients receive an expiring link by text message or email, open it once and copy the credential before destruction.

    • Branded links for credential delivery
    • Registered phone or email destinations
    • Single-view access with automatic destruction
    PWPush Replacement

  • Sensitive files shared simply

    Your team can share tax forms, onboarding packets, multifactor authentication recovery codes and large attachments through the same branded, single-use links.

    • Tax forms and onboarding packets
    • Recovery codes and large attachments
    • Delivery records alongside shared files
    Encrypted, Expiring

  • Every step in the ticket

    Your ticket and security monitoring tools record each request, approval, reset and rotation, plus when a delivery opens or expires.

    • Requester details and approval records
    • Reset events and rotation history
    • Delivery, opening and destruction timestamps
    Audit-Ready

  • Account help your clients start

    Enrolled employees can reset passwords through AI VoiceAssist, Teams or your portal after required checks, with a stated 70-80% reduction in level one calls.

    • Password resets through familiar channels
    • Account checks before each reset
    • Self-service access for enrolled employees
    Tier-1 Deflection

CONNECT WHAT YOU USE

Your existing service desk.
More work handled there.

MSP Process connects AI VoiceAssist, request intake, password resets and secure sharing to your existing service desk, with updates flowing both ways.

  • ServiceNow ITSM

    Your ServiceNow incidents, requests and problems sync both ways, with ticket actions, delivery receipts and Flow Designer approvals through a Scoped App using OAuth 2.0.

    • Vancouver+ support for your instance
    • Asset context for request routing
    • Reset actions and rotation policies
    Certified, Store Listed

  • Zendesk Support

    Your Zendesk sidebar brings caller context into tickets, while calls create transcripts and activity records through a Private App using OAuth 2.0.

    • Suite Compatible setup for Zendesk
    • Account checks within ticket macros
    • Skills, priority and service-level routing
    Marketplace App

  • Freshservice workflows and records

    Your Freshservice tickets, requesters, departments and assets sync both ways, with Workflow Automator actions and AI Voice transcripts for Freddy AI through OAuth 2.0.

    • Freshservice Pro+ Custom App support
    • Asset context during client calls
    • Service-level triage before queue assignment
    Marketplace App

  • HaloITSM workflows and records

    Your HaloITSM tickets, users, assets and service-level commitments sync through Halo's application programming interface, with OAuth 2.0 and support for self-hosted installations.

    • Halo Service Desk tenant support
    • HaloITSM and HaloPSA tenant support
    • Voice transcripts and delivery records
    Native Integration

Also integrates with Jira Service Management, Cherwell, BMC Helix, ConnectWise PSA, Autotask, Kaseya BMS, Syncro, and SuperOps. Full integration directory →

Compliance & Security

Built for the most-regulated industries.

Healthcare, finance, defense, hospitality, manufacturing, every privileged helpdesk action carries an immutable audit trail. Auditors love it. Cyber insurers underwrite it.

  • Annual third-party penetration testing with public summary report.
  • Customer-controlled encryption keys (BYOK / HYOK) on Enterprise plans.
  • SCIM-driven joiner / mover / leaver, no orphaned access.
  • Granular role-based access control with least-privilege defaults.
  • Field-level data redaction in logs for PII / PHI / PCI.
  • Region-pinned tenants for data sovereignty (US, EU, APAC, CA).

READY FOR YOUR REVIEW

  • Your assurance review

    We hold SOC 2 Type II assurance for your review.

  • Your healthcare requirements

    We offer a business associate agreement for Health Insurance Portability and Accountability Act requirements.

  • Your data protection agreements

    We provide a data processing agreement and standard contractual clauses for General Data Protection Regulation requirements.

  • Your defense requirements

    We align with Cybersecurity Maturity Model Certification level 2.

  • Your information security review

    We hold International Organization for Standardization 27001 certification.

  • Your payment data requirements

    We are ready for Payment Card Industry Data Security Standard Self-Assessment Questionnaire D requirements.

SEE THE WORK

Know what's running.
See what needs you.

Enterprise IT operations, Northwind Dental, 12,847 employees

Live

Recent helpdesk activity
Sarah K., M365 outage, Authenticator approved, routed to the on-call teamP1
Marcus T., password reset and rotated, Duo push and Photo ID checks passed, secure link deliveredReset
Needs your team's attentionBlocked
Elena R., virtual private network connectivity, account checks passed, resolved automatically through the knowledge baseResolved

LET'S TALK AUTOMATION

Your team's everyday work.
Our starting point.

Tell a solutions engineer about your most repetitive process, and we'll show a representative workflow for ServiceNow, Zendesk or Freshservice. We can also discuss Zero Trust and AI Voice using sample helpdesk incidents. No customer records or system access are needed.

Book a demo Discuss your use case
  • Torch Awards, Most Innovative 2025
  • AICPA SOC for Service Organizations