The AI service desk
built on Zero Trust.
Verify every user. Triage every request. Route every ticket — across every channel, without a tech lifting a finger.
Trusted by 1000+ MSPs & IT teams globally · active accounts as of Q1 2026
Seamless Integrations with Your Existing Stack
Block social engineering
at the source.
A patent-pending AI voice agent + a Zero Trust identity layer running across AI Voice, Teams, SMS, Portal, Mobile, Email, and your PSA. Every caller verified before a tech, ticket, or password ever moves.
Every ticket, every channel — one trusted path.
MSP Process is built as a single platform — not a stack of tools. The AI voice agent and the verification engine are the same engine running on every channel your clients use to reach you.
Meet clients where they already are.
You shouldn't have to force clients to change how they reach out. MSP Process ingests tickets from every channel they use — verified, triaged, and PSA-logged automatically. No ticket falls through the cracks.
AI VoiceAssist — 24/7 verified call handling
Answers every call. Verifies every caller. Creates the ticket. Routes to on-call tech. The only AI voice agent for MSPs with Zero Trust verification built in.
Microsoft Teams — tickets without leaving Teams
Raise tickets, verify identity, and get resolved — all inside Teams. Every conversation captured, categorized, and synced to your PSA instantly.
SMS & WhatsApp — where most clients actually respond
Two-way SMS/MMS and WhatsApp ticketing. Clients can raise tickets and receive verified, branded updates right in the messaging app they already use every day.
The trust MSPs stake their service desk on.
Independent industry awards. Channel-leader rankings. The fastest-growing Zero Trust platform in the MSP category. And a thousand peers who already moved.
Ticket created. The platform takes over.
Your techs shouldn't be triaging, paging, scheduling, and chasing status updates all day. Once a ticket lands, MSP Process runs the whole downstream flow — categorization, scheduling, tech notifications, client updates, and SLA watch — automatically. Your team gets back to billable work.
Issue type, priority, contract SLA, and suggested resolver applied before a human reads it.
TRIAGEASSISTVerified self-service or pod-aware scheduling. Skill, on-shift, on-call, current load — all visible.
SCHEDULEASSISTPage across Teams, SMS, voice, email, mobile app. First to claim wins. Auto-escalate to backup.
5 CHANNELSETA, status changes, resolution — auto-sent over SMS, email, Teams, or your portal. Under your brand.
AUTO-SENTApproaching breach? Auto-page assigned tech. No response? Escalate to manager. Audit-logged.
NEVER MISSEDM365 outage? Maintenance? Push a branded alert to every affected client in seconds. Stop the inbound flood.
PROACTIVEYour techs are billable again.
Replace the stack. Keep the workflow.
Service desks today stitch together a half-dozen vendors for identity, intake, automation, voice, scheduling, and notifications. MSP Process collapses all of it into one workflow — with one audit trail and one bill.
retired
every channel
natively
any action
World-class MSPs trust MSP Process.
Real quotes from MSP leaders running MSP Process in production. See all reviews →
Implementing MSP Process has transformed our team's efficiency. The AI Voice Assistant has revolutionized our workflow by improving engagement with our partners while liberating our staff from time-consuming calls. As a direct result, our team is closing tickets faster than ever.
With an increase in social engineering and threat attempts at the help desk level, we realized something needed to be done quickly. Luckily, we discovered MSP Process. Their application allows us to implement an end user verification system quickly and easily. A must for any organization that fields end user support calls.
They know that to achieve world-class SLAs, you have to meet your customers where they are. In this case, it's on their mobile. MSP Process makes it seamless to integrate SMS with our PSA. Great tool.
We leverage the tool daily not only to validate users for support, but also to communicate with clients that prefer SMS to email or phone. It's also replaced our email encryption tool for sharing sensitive information. I can't recommend them enough!
Stop the next attack at hello.
Join 1000+ MSPs verifying every inbound call, message, and ticket. AI Voice goes live in a week — identity coverage rolls to every tenant in under 10 minutes via GDAP.
Verify every user.
Before anything happens.
MSP Process is the only platform that embeds identity verification natively into every inbound ticket flow — across every channel. Before a password is reset, a ticket is opened, or any access is granted, the user is confirmed.
Verified in 4.2s. Reset cleared.
Microsoft Authenticator push approved on the registered iPhone. Password reset proceeded with full audit chain attached to ConnectWise #4821.
The AI Voice Agent that verifies before it transfers.
An MSP-built AI voice agent that answers your help desk line 24/7 — and proves caller identity with MFA before any tech, ticket, or privileged action. Stop social engineering at the first ring. Cancel the after-hours overflow contract. Show your auditor the receipts.
Verified in seconds. Zero tech in the loop.
Your client calls your help desk line. Alpha — your branded AI voice agent — answers, captures intent, matches identity to the tenant directory, and triggers an MFA push during the call. Only after identity is proven does anything happen: ticket creation, password reset, account changes, or a transfer to a tech. No verified push, no action.
- Zero Trust from the first ring — no human in the loop until identity is proven
- Native MFA push during the call — Authenticator, Duo, SMS, or your stack of choice
- Social-engineering proof — attackers can't talk past an MFA push
- Logged + audit-ready — every challenge, every response timestamped to the ticket
Three reasons MSPs deploy this in week one.
Replaces your overflow contract
The AI agent handles after-hours intake, verifies identity, and only escalates verified P1s to your on-call tech. Cancel the offshoring bill — most MSPs save $3–5k/month in month two.
Cyber-insurance approved
Documented identity verification before every privileged action — exactly what underwriters now require. Per-call audit trail attached to the PSA ticket. No more renewal interrogations.
Zero new tools for your clients
Uses the MFA your clients already have — Authenticator, Duo, SMS — over the PSA you already use. 10-minute deploy per tenant via GDAP. Zero training. Zero new vendor.
Your helpdesk is only as secure as the last call it answered.
Social engineering attacks start with a phone call, a Teams message, or a portal request. Someone asks for a password reset. Someone claims to be a client. Your tech does what they're trained to do — and a breach begins. The fix isn't better training. It's removing the decision from the tech entirely.
Attackers exploit your helpdesk trust
Social engineering works because your techs are trained to help. A convincing caller gets a password reset. An unauthorized user gets system access. One unverified interaction is all it takes to start a breach.
The attack vectorCurrent tools don't verify at intake
Your PSA captures the ticket. Your MFA tool protects logins. But nothing verifies who is making the support request itself — until MSP Process puts identity at the very front of every inbound channel.
The gapAttackers don't hack in. They call in.
They impersonate your client. Or they impersonate your tech. The AI voice agent + identity layer closes both directions before a single credential moves.
Every method your clients use. One platform to manage.
Choose the verification method that fits each client's setup. Mix and match across your client base. No extra apps, no friction — just identity confirmed in seconds.
Microsoft Authenticator
Push notification directly to the Authenticator app. The app your clients already have — no new installs required. Full GDAP support for seamless MSP setup.
Duo Security
Trigger a Duo push directly from your PSA. No admin console switching. Fast authentication for clients already on Duo — completely frictionless.
Teams Link
Send a branded, single-use verification link directly inside Microsoft Teams. Client taps approve in the chat they're already in. Zero app switching, zero friction.
Teams Code
Deliver a one-time numeric code as a Teams message. Tech reads it back to the client for manual confirmation — ideal when you want a verbal identity handshake on top of the chat channel.
SMS Code
Send a one-time code to the user's registered mobile number. Fast, familiar, available on any device — no smartphone app needed.
SMS Verification Link
A branded, single-use verification link sent via SMS. One tap to confirm identity — no codes to read, no apps to open.
Email Code
One-time verification code sent to the user's registered email. Simple fallback for users without smartphones — always available.
Email Verification Link
Branded, single-use email link for frictionless one-click identity confirmation. No codes. No confusion. Just click and verified.
Client Portal
Verification request sent directly to your brandable client portal. Users confirm inside the same app they use for tickets — seamless and familiar.
Client Portal + SMS
Two-factor confirmation: portal notification plus SMS code. For clients who need the highest level of verification assurance before sensitive actions.
Deliver verification prompts through WhatsApp for clients who live in chat. One-tap approve in the conversation they already use daily — ideal for international clients and BYOD workforces.
Voice Call
Place an automated verification call to the user's registered number. Confirm by pressing a key or speaking a phrase — perfect for feature phones and clients who prefer voice over text.
Verification on every channel your clients use.
You shouldn't have to choose which channel gets security. MSP Process verifies users across every inbound intake channel — automatically, consistently, every time.
AI Voice & phone calls
Callers are verified automatically during the call before a ticket is created or any action is taken. Works during and outside business hours.
Microsoft Teams
Verification requests sent directly in the Teams conversation. No app switching — clients confirm identity inside the chat they're already in.
SMS / MMS
Verification codes or links sent to the client's phone. Works for any device, no smartphone app required. Highest response rate of any channel.
Client portal & mobile app
Branded verification flows inside your client portal. Clients confirm identity before submitting or updating tickets — seamless and trusted.
One-time links or codes via email for clients who prefer it. Full fallback coverage — every user on every device can be verified.
PSA-embedded (tech flow)
Your techs trigger verification with one click directly from your PSA. No window switching, no extra tools — identity confirmed before the tech proceeds.
From request to verified in under 5 seconds.
One consistent, secure flow — regardless of the channel, the method, or the time of day.
Request initiated
Client contacts support via any channel — voice, Teams, SMS, portal, email, or AI voice.
Verification triggered
MSP Process automatically sends the verification request to the client's registered method. No tech action required.
Identity confirmed
Client approves on their device. Attacker cannot — verification fails and the interaction is flagged.
Logged & audited
Verification result, method, timestamp, and tech action — all logged to the PSA ticket and SIEM automatically.
Every verification logged and defensible.
Every identity check is automatically logged to the associated PSA ticket — who was verified, how, when, and by which technician. Compliance-ready reports for clients, audit-ready evidence for insurance.
Full per-ticket audit trail
Every verification result attached to the ticket — immutable, timestamped, and attorney-ready. Method, device, geo, tech, and outcome — all on one record.
Client security posture reports
Deliver verification compliance reports directly to your clients. Show them their security posture is improving under your watch — and bill the value.
Cyber insurance ready
Documented verification processes satisfy common cyber insurance verification requirements — reducing your liability and your clients'.
| Time | User | Method | Tech | Result |
|---|---|---|---|---|
| 09:14:22 | Sarah M. | MS Authenticator | J. Wilson | ✓ Verified |
| 10:52:07 | Bob K. | SMS Code | T. Patel | ✓ Verified |
| 11:30:45 | Unknown | Teams Push | A. Lee | ✗ Failed |
| 14:08:33 | Lisa R. | Duo Push | J. Wilson | ✓ Verified |
| 15:22:10 | Mike T. | Client Portal | S. Brown | ✓ Verified |
Stories from MSPs who closed the helpdesk attack vector.
"Our experience with MSP Process has been great. The tool is fantastic to be able to verify our clients. I would recommend this to any MSP looking for added security."
"MSP Process is a must-add tool for MSPs. The onboarding was very fast and easy, and Chris knew every little thing — I have never had a better onboarding experience. In just one short onboarding session you are up and running with an awesome client verification process."
"With an increase in social engineering and threat attempts at the help desk level, we realized something needed to be done quickly. The MSP Process system is quick and effective — it plugs into our ConnectWise Manage instance and streamlines the verification and ticketing process. A must for any organization that fields end user support calls."
Stop trusting.
Start verifying.
Set up in 10–15 minutes. Immediate Zero Trust coverage across every channel your clients use. We'll run a live verification flow against your tenant on the demo.
Your clients trust your team.
Attackers know that.
Voice-phishing attacks impersonating MSP technicians are up 500% this year. MSP Process is the only platform in the world that lets an end user verify an inbound caller is actually your tech — before granting any access. One click. Instant confirmation. Patent pending.
Verified in 4.2s.
Codes matched. Caller is the real Mike. Client granted access. Audit row written to ConnectWise #5234. Five-second flow. Zero plaintext exposure.
This attack is happening right now.
Attackers have discovered the most powerful social engineering vector in the MSP market: your clients trust your technicians unconditionally. They pick up. They do what's asked. They don't question it. That trust — the very thing that makes you great at your job — is now a weapon being used against you.
Trust becomes the breach.
Trust verified, every time.
A one-click reverse identity check.
The client initiates the verification — not the technician. That's the critical difference. Attackers can claim to be anyone. They can't generate the real-time matching code that only an authenticated MSP Process technician can see inside the active PSA ticket.
1 · Tech calls the client
Your technician contacts the client for any support reason — scheduled, reactive, or proactive.
2 · Client opens your portal
Branded verification page, Microsoft Teams, SMS, or Client Portal. Any device. Zero install. One tap to start.
3 · Code exchange
Tech sees the matching code inside the PSA ticket and reads it aloud — or pushes a one-click confirmation back to the client page.
4 · Verified & logged
Identity confirmed. Interaction logged to the PSA ticket with full audit trail — who, when, how, and what was verified.
Four ways to verify. Every client covered.
Whether the client wants to verify from your website, inside Teams, through the Client Portal, or have the technician push a confirmation directly from the PSA — Tech Verification meets them where they already are.
Microsoft Teams
Client opens Teams and taps Verify Tech. The request pings your tech and returns a matching code back to the Teams chat the client is already in. Zero app switching.
In-chatYour branded verify page
Drop a branded VerifyTech page on your website. Clients enter their name, complete a quick human check, and receive a live tech ID to confirm with the caller. No login required.
Public-webClient Portal
Inside your white-labeled client portal, users click the Tech Verification button and instantly see a code tied to the active ticket. Branded to your MSP, built into the app they already trust.
Branded portalTech-initiated from the PSA
Technician sees the matching code inside the ticket in ConnectWise, HaloPSA, Autotask, or your PSA of choice. They can push a verification to the client page or read the code aloud.
PSA-embeddedEvery verification logged and educational.
Every reverse verification — successful or blocked — is automatically logged and tied to the associated PSA ticket. Your compliance team uses this audit data to brief clients, demonstrate Zero-Trust posture, and feed cyber-insurance evidence packs.
Per-ticket verification audit trail
Every technician-verification attempt — successful or blocked — captured with timestamp, method, technician ID, and ticket number. Tamper-evident, retained 7 years.
Client security-posture reports
Pull verification activity from the audit log to brief your clients on the threat landscape and demonstrate the Zero-Trust value of working with you.
Cyber-insurance & compliance evidence
The verification log is the artefact your insurer asks about — tamper-evident, exportable, and feedable into HIPAA / SOC 2 / CMMC questionnaire responses by your compliance team.
| Date · Time | Tech | Client | Channel | Result |
|---|---|---|---|---|
| 03/17 11:33 | P. Leonard | Sarah M. | Teams | ✓ Verified |
| 03/17 13:10 | M. Wilson | Bob K. | SMS | ✓ Verified |
| 03/18 09:22 | Unknown | Lisa R. | SMS | ✗ Blocked |
| 03/18 14:45 | T. Patel | Mike T. | Portal | ✓ Verified |
| 03/19 10:08 | A. Lee | Jane W. | Teams | ✓ Verified |
Numbers from MSPs running Tech Verification.
Average results across the first 90 days post-rollout in the customer base.
"We just implemented MSP Process within our HaloPSA environment for User & Tech Verification. The product is great and has filled a missing gap in our systems. The onboarding process was simple and the support has been fantastic."
Give your clients a way to
verify you're really you.
The world's only technician identity verification system. Patent pending. Available now. Book a 30-minute demo and we'll wire Tech Verification into your tenant + PSA live and run a verification flow against your team.
Your service desk doesn't sleep.
Now neither does your front line.
AI VoiceAssist answers every helpdesk call, verifies the caller through Microsoft Authenticator or Duo, opens a ticket in your PSA / ITSM, classifies the intent, and either resolves or routes — before a human picks up. Vishing-resistant by design. Multi-language. Patent-pending verification chain.
Verified, ticketed, escalated in 2.1s.
SharePoint outage on Acme tenant · 12 users · P1 routed to M365 on-call. Authenticator approved on registered device. Logged to ConnectWise #48221.
Replace your offshore L1. Page the right tech, with full context, automatically.
No more rented English-only L1 floors. No more warm bodies tagging on-call by hand. AI Voice answers in 30+ languages, verifies identity with MFA, and pages the right person on rotation — escalating up the chain if no one acks.
Six call types. All verified, ticketed, logged.
The categories that drive 80%+ of helpdesk call volume — handled in seconds with full audit chain. Anything outside scope warm-transfers to a human with full context.
Password & MFA resets
End-to-end on the call. Authenticator push to the real device. Branded single-use link delivered. Zero credentials read aloud.
Most common · <90sOutage / mass-impact reports
Multiple callers reporting the same M365 / VPN / app outage are correlated, deduped, and escalated as a single P1 to on-call.
Auto-dedupedStatus & ticket updates
"Where's my ticket?" answered with real-time status from the PSA — without paging the assigned tech.
Self-serviceVIP escalations
C-suite or contract-flagged callers are routed to senior on-call automatically. SLA timers tighten. Audit trail captures the escalation reason.
SLA-awarePrivileged action requests
MFA reset, account unlock, secret share, admin-rights elevation. Every one requires verified identity. Default-deny on the voice channel.
Default-denyGeneral Tier-1 inquiries
Knowledge-base lookups, software-install steps, common how-tos. Resolved in-call with a follow-up email + ticket on file.
KB-drivenThe agent will not be helpful in a way that breaks security.
Every privileged action gates on verified identity from the registered device. The protocol does the work — there is no human authority on the call to bypass it.
In-call MFA
Microsoft Authenticator or Duo push to the caller's registered device. Caller has to approve from the real account, on the real device.
Authenticator · DuoDefault-deny privileged actions
Password reset, MFA reset, account unlock, secret share — none execute without verified identity. No "ask the manager's name" loophole.
Default-denySIEM-streamed audit
Every verification, every privilege denial, every privileged action — streamed to Splunk / Sentinel / QRadar / Chronicle in real time.
Real-time exportAnswered. Verified. Triaged. Routed. Logged.
Every call runs the same five-step protocol — most resolve before a human picks up.
Answered
Picked up in under 30 seconds. Multi-language, natural-sounding. No phone tree, no hold music.
LIVE · 30+ LANGUAGESVerified
Authenticator or Duo push to the registered device. Approved by the real account owner — not the caller's voice.
MFA · ENTRA + DUOTriaged
Intent classified. Category, priority, contract SLA, and suggested resolver applied automatically.
AI · INTENT + SLARouted
Resolved in-call · queued for daytime · or paged to on-call with full context, sentiment, and transcript.
SMART · IN-CALL OR ON-CALLLogged
Transcript, recording, and verification chain — written to the PSA / ITSM ticket and SIEM. Audit-ready.
PSA · ITSM · SIEMTime entries written. Notes summarized. The tech just clicks approve.
Every billable second captured. Every action documented. Every audit trail complete. Your techs stop writing notes and start solving more tickets — and the billing they were leaking shows up in the PSA.
- Start & stop timestamps captured the moment the call connects and disconnects — never “guessed” later.
- 3-line AI summary describes the issue, action taken, and resolution — in your tech’s voice.
- Step-by-step action log for compliance and SLA defense — never an empty “Resolved” ticket again.
- One-click approve from inside ConnectWise, Autotask, HaloPSA, or your ITSM. No double entry.
User reported Outlook not syncing after a recent password change. Identity verified via Authenticator push to registered iPhone 15. Walked user through clearing cached creds in Credential Manager and re-signing in to M365. Issue resolved in-call — no escalation needed.
- Verified caller identity (Authenticator push · 1.2 s ack)
- Diagnosed cached credential mismatch in Outlook
- Guided user to Credential Manager · cleared M365 creds
- Confirmed Outlook reconnected · mailbox sync resumed
- Closed ticket as resolved · transcript posted to PSA
Always on. Every language. Infinite concurrency.
No sick days. No PTO. No language barrier. No hold time at 3am.
Bidirectional sync with the systems you already run.
Voice transcript, verification chain, identity stamp, sentiment, classification — all written to the ticket. Tech replies from inside the PSA.
Numbers from MSPs running AI Voice.
Average results across the first 90 days post-rollout.
"We caught a vishing attempt the first month — caller swore he was the CFO. AI Voice asked for the Authenticator push. Push went to the real CFO. Attack ended at hello. That alone paid for the platform."
The voice agent that
never reads a password aloud.
Book a 30-minute demo. We will run a live AI Voice call against your tenant — verification, ticket creation, escalation flow, and the audit log written to your PSA in real time.
Share secure data.
Without the risk.
Replace insecure email attachments and third-party encryption tools with single-use encrypted links — fully branded, PSA-logged, identity-gated. Passwords, files, credential bundles — all delivered safely from inside the ticket.
Delivered. Viewed. Expired.
Single-use link sent to a verified channel, opened on a registered device, accessed once, link auto-expired. Full chain logged to ConnectWise #4827. Zero plaintext exposure end-to-end.
Six asset types. All shareable in one verified flow.
Whatever your tech currently pastes into an email, ticket note, or chat — replaced by a single-use encrypted link tied to the ticket. No extra app, no separate tool, no plaintext anywhere in the chain.
Passwords & temp credentials
Reset passwords, temporary creds, app-specific passwords. Generated, encrypted, delivered, viewed once — never read aloud, never typed in email.
Most commonSensitive documents
Contracts, compliance reports, security assessments, BAAs. Encrypted client-side, MFA-gated download, watermarked with recipient identity.
Audit-readyLicense keys & API credentials
Software keys, API tokens, service account credentials. Bundle multiple items into one verified, single-use portal session.
BundleableConfiguration & setup data
VPN profiles, WiFi keys, server addresses, install scripts — anything where leaving plaintext in an inbox is a future audit finding.
Config-safeOnboarding bundles
New-hire kit: VPN, WiFi, license keys, welcome doc — packaged as a single verified portal handoff. One link, six items, one audit row.
One-shotSensitive instructions
Step-by-step setup containing sensitive details — auth tokens, recovery codes, internal URLs. Sent as a single-use page, not an email body.
Plaintext-freeGenerated → encrypted → delivered → verified → expired.
Every share runs the same five-step protocol. Plaintext exists for milliseconds — only on the recipient's device, after their identity is verified.
Generated
Inside the PSA ticket. One click — password, file, or bundle. No app-switch, no copy-paste.
Encrypted
AES-256, single-use link forged on your branded domain. Plaintext never persisted server-side.
Delivered
Branded SMS or email to the verified channel. DKIM-signed. Your logo, your domain, your sender.
Verified
Recipient identity gate — biometric or Authenticator push — before the content unlocks.
Logged
Generated · sent · accessed · expired — every step written to the PSA ticket and SIEM.
Built for the audit you haven't been asked for yet.
Every share is encrypted, identity-gated, and produces a tamper-evident audit row. Compliance teams see the chain. Auditors see the proof.
AES-256 client-side encryption
Content is encrypted before it leaves the tech's session. The link is a key — without it, the ciphertext is meaningless. Plaintext never touches your servers.
Zero-knowledgeSingle-use, time-limited
Default 24-hour expiry, configurable per share. Burns on first access. No "I forwarded it to my team" leakage path.
Burn-on-readIdentity-gated access
Recipient verifies via biometric or Authenticator before the content unlocks. The link alone isn't enough — the right person on the right device has to approve.
MFA-requiredSIEM-streamed audit chain
Every generation, send, open, MFA event, access, and expiry — streamed in real time to Splunk / Sentinel / QRadar / Chronicle.
Real-time exportWhite-label end-to-end
Sender domain, link domain, portal page, email layout, SMS sender — all yours. Clients see your brand, not a third-party tool they've never heard of.
Your brandCompliance frameworks built-in
HIPAA, SOC 2, CMMC, PCI-DSS, GDPR Article 32 — every share already produces the artifacts your auditor will ask for.
HIPAA · SOC 2 · CMMCReplace your encryption tool. Bill the savings.
Most MSPs running Secure Data Sharing retire a paid email-encryption subscription within the first quarter.
Generate, send, and log without leaving the ticket.
Tech opens the secure share panel inside their existing PSA. The full chain — generated, delivered, accessed, expired — writes back to that ticket automatically.
Numbers from MSPs running Secure Data Sharing.
Average results across the first 90 days post-rollout.
"We use this a lot for passwords and sensitive data with our clients. It killed our email-encryption add-on, the auditor loves the trail, and clients keep asking why we didn't have this five years ago."
The encryption tool that
lives inside the ticket.
Book a 30-minute demo. We'll run a live secure share end-to-end against your tenant — generation, branded delivery, MFA gate, single-use access, and the audit log written to your PSA in real time.
One less tool. One less password. Your help desk, in the app your clients never close.
Drop your Branded MSP App into every client's Microsoft Teams. Tickets, KB articles, training, invoices, and activity — right where they already work. Identity verified before any action. Branded as your MSP, never as us. Stop chasing requests in email and chat. Capture them once, get paid for them once.
Six things end users do without leaving Teams.
The Blue Wolf IT app — installed in your client's tenant — becomes the client portal inside Teams. End users get tickets, KB, training, invoices, activity, chat support, and form submissions in one place. Identity is verified through Entra ID + Authenticator. Channel notifications keep techs and users informed on the events they care about.
Chat with support
End users open the app, tap Chat With Support, and message the AI. It verifies their identity, gathers details, and a real technician jumps in to assist — all inside the same Teams app.
Verified chatForms for structured requests
New User Onboarding · Hardware Request · Software Access · User Termination · Password Reset. Pre-built form templates the user fills in and submits — no back-and-forth needed.
Form-drivenChannel notifications
Status updates, maintenance windows, and outage alerts pushed straight to a Teams channel. Technicians and end users see the latest without anyone filing a ticket.
One-to-manyPassword resets in-app
Authenticator push to the registered device. Branded single-use link delivered inside the app. Reset closes the ticket the moment the new password is set.
Self-serve"Where's my ticket?"
The Tickets tab shows real-time status, assigned tech, recent activity, and ETA — pulled live so users don't need to page anyone for an update.
Self-serviceVerified Tech button
Built into the app's action bar — when a tech calls, the user opens the app and taps Verify Technician to confirm the caller is really one of yours. Patent pending.
Reverse-verifyVerify the user. Verify the technician.
Every privileged action runs through Entra ID + Authenticator. And when one of your techs reaches out to a client, the client can verify them with one tap inside the same app — patent pending. Zero Trust, both directions.
Entra ID + Authenticator. Built into every action.
Identity is confirmed against the client's tenant directory. Privileged actions — password resets, account changes, sensitive data access — trigger an Authenticator push to the registered device. No friction, no exceptions.
- Native Entra ID identity — no second account
- Authenticator push for privileged actions
- Group + manager hierarchy applied automatically
Let the user verify your tech first.
When a technician reaches out — phone, Teams, email — the user opens the app and taps Verify Technician. The app confirms it's really one of yours before any access is granted. Stops impersonation attacks cold. Patent pending worldwide.
- One-tap reverse verification from the action bar
- Tech identity, ticket, geo & device cross-checked
- Audit chain attached to the originating ticket
Message → verified → ticketed → routed → updated.
Every Teams interaction runs the same five-step pipeline as every other channel — same verification, same audit log, same SLA.
Open the app
User opens the Blue Wolf IT app inside Teams · taps Chat With Support, picks a form, or views their tickets.
Verify
Entra ID identity confirmed. Authenticator push for any privileged action.
Ticket
PSA / ITSM ticket created · category, priority, SLA, suggested tech applied.
Route
Resolved in-chat · queued for the right tech · or escalated as a P1 incident.
Update
Tech replies from the PSA. Reply lands back in the same Teams thread. Audit trail attached.
App live in every client tenant in 10 minutes.
GDAP-supported deployment for MSPs. End users never install anything — the Blue Wolf IT app is just there in their tenant the next time they open Teams.
GDAP-native
Deploy across all your client tenants at once via Granular Delegated Admin Privileges. No tenant-by-tenant install.
Entra ID native
Identity, group membership, manager hierarchy — all pulled from Entra ID. Joiner / mover / leaver synced automatically.
Verified business app
Microsoft-verified publisher. Green check on the bot. Users know the bot is real, not a phisher.
White-label option
Brand the bot as your MSP — your name, your icon, your accent color. Clients see your brand, not ours.
Logs to your PSA. No copy-paste.
Every Teams interaction — chat, form submission, channel update, verification — lands as a ticket in the system you already use. Identity, audit log, and Microsoft signals come along for free.
What changes when the bot is in the chat.
Average results across MSPs running Teams Chat Ticketing for 90+ days.
Why MSPs put the bot in every tenant.
"The Microsoft Teams integration is the cleanest I've seen. End users open tickets without leaving the chat. Identity verified automatically. Our shadow ticket queue collapsed in week one — every DM that used to live in a tech's personal inbox is now a real ticket with an audit trail."
"GDAP rollout took an afternoon — the app was live in 47 client tenants by end of day. Forms cut our New User Onboarding handle time in half. The Verify Technician button has stopped two real impersonation attempts so far this year. Best deployment we've ever done."
Verified ticketing.
Right inside Microsoft Teams.
Book a 30-minute demo. We'll walk through a live ticket from Teams DM to PSA — including the Authenticator push, the identity match, and the audit log writing itself.
Support clients where
they actually respond.
SMS gets a 98% open rate and clients respond 9× faster than email. MSP Process integrates two-way PSA-connected SMS and MMS directly into your helpdesk — verified, logged, branded. Personal numbers stay personal. Every message lands in the ticket.
Resolved in 4 minutes.
MMS photo received, tech identified the issue without rolling a truck. Full thread logged to ConnectWise #3421. Bob never had to leave his texts.
SMS responds in 3 minutes. Not 3 days.
The average email response from a client is 3 days. The average SMS response is 3 minutes. For MSPs chasing approvals, waiting on confirmations, or pushing status updates — that gap is real SLA risk, real tech time, and real client frustration.
PSA-integrated · no personal numbers
Every SMS / MMS routes through your PSA on a verified business number. Techs never expose their personal phones. Every message logged to the ticket — incoming and outgoing.
A2P 10DLC compliantMMS photo sharing
Clients send photos of the issue via MMS — error screens, paper jams, blinking lights, panel labels. Techs see it instantly, often without rolling a truck.
Cuts truck rollsSmart opt-in forms
Brandable opt-in forms collect and sync client mobile numbers automatically. Your PSA contacts stay accurate without your team chasing data-cleanup.
Auto-cleansedQuick templates
Pre-configured templates for status updates, appointment confirmations, resolution notices, and follow-ups. Consistent, on-brand, and fast — even from mobile.
Tap-to-sendShared MFA codes
Client MFA codes delivered to a Teams channel or inside MSP Process — so techs find and use them instantly without hunting through inboxes or shared mailboxes.
In-channelVerified before privileged actions
Password resets, account unlocks, sensitive data sends — all gated by Authenticator or Duo push. SMS is the channel; identity verification gates the action.
Zero TrustInbound → identified → ticketed → replied → logged.
Every SMS — inbound or outbound — runs the same five-step protocol. Same audit chain, same PSA logging, same SLA the rest of your service desk runs on.
Inbound
Client texts your business number. Photos welcome. Phone matched to a known contact in the PSA.
Identified
Caller resolved against your PSA contact list. Privileged actions trigger an Authenticator push for verification.
Ticketed
New ticket opened (or appended) in ConnectWise / HaloPSA / Autotask. Category and priority auto-tagged.
Replied
Tech responds from the PSA — or from inside MSP Process. Reply lands back on the same SMS thread.
Logged
Full thread, MMS attachments, and verification chain written to the ticket. Ready for audit / billing / handoff.
Don't just react. Proactively keep clients informed.
MSP Process can automatically push SMS updates to clients at every key ticket lifecycle moment — so they never have to call to ask what's happening, and you never have to file a "checking in" ticket.
Ticket created
"Hi Sarah, we've received your request (#4821) and a tech is reviewing it. Expected response within 2 hours."
Auto-sendTech assigned
"Your ticket has been assigned to Mike Wilson. He'll be in touch shortly to assist with your printer issue."
Auto-sendTicket resolved
"Ticket #4821 has been resolved. Please let us know if you have any further issues — we're always here!"
Auto-sendBidirectional sync with the PSAs you already run.
Inbound texts open or append tickets in your PSA. Outbound replies from the tech land back on the same thread. MMS attachments saved to the ticket. Verification chain written next to the message body.
Numbers from MSPs running PSA-integrated SMS.
Average results across the first 90 days post-rollout.
MSPs say SMS in MSP Process just works.
"Patrick and his team have been where we are and know the challenges of supporting thousands of users across the country. They know that to achieve world-class SLAs, you have to meet your customers where they are. In this case, it's on their mobile. MSP Process makes it seamless to integrate SMS with our PSA. Great tool."
"We leverage the tool daily not only to validate users for support, but also to communicate with clients who prefer SMS over email or phone. The tool replaced our email-encryption sub for sharing sensitive information. The MSP Process team has been responsive to all our questions and provided outstanding support — I can't recommend them enough."
Replace slow email with
fast, verified SMS.
98% open rates. 9× faster responses. PSA-integrated and A2P 10DLC compliant from day one. Book a 30-minute demo and we'll wire SMS into your PSA live and run a real two-way thread end-to-end.
The channel 2.7 billion people already use.
WhatsApp is the default messenger in 180+ countries — including the markets your global clients live in. MSP Process plugs the WhatsApp Business API directly into your PSA so techs send, receive, and verify clients on WhatsApp without ever leaving the ticket. End-to-end encrypted. Verified business sender. Full audit trail.
Email is dead in half the world. WhatsApp won.
In Latin America, EMEA, India, and APAC, WhatsApp is the default business messenger — not a "nice to have." If your MSP serves clients with global offices, a verified WhatsApp ticketing channel is no longer optional.
Personal numbers and shadow tickets.
Verified business sender. Threaded to the PSA.
Everything your dispatchers expect — on WhatsApp.
Native WhatsApp Business API integration with full PSA bidirectional sync, identity verification, and end-to-end encryption out of the box.
Verified Business Sender
Your MSP brand and green check appear on every message — clients see the verified business name, not a personal number.
Brand on every replyIdentity Verification In-Channel
Authenticator or Duo push triggered from inside the WhatsApp thread when a privileged action is requested. Default-deny on unverified.
Authenticator · Duo180+ Country Coverage
Every country WhatsApp Business API supports — Brazil, Mexico, India, Indonesia, EMEA, APAC. Local phone numbers per region available.
Global by defaultEnd-to-End Encrypted
Native WhatsApp E2E encryption preserved. Messages never decrypted in transit. Auditable copy stored encrypted at rest in your tenant.
E2E preservedPSA Bidirectional Sync
Threads write to ConnectWise, HaloPSA, Autotask, ServiceNow, Zendesk, Freshservice. Replies from inside the PSA send back to WhatsApp.
Native PSA · ITSMTemplates & Broadcasts
Approved WhatsApp Business templates for outage notifications, maintenance windows, password reset confirmations. SMS Broadcast equivalent — at WhatsApp scale.
Outage · Maintenance · AuthFrom inbound message to verified ticket. In seconds.
Every WhatsApp message runs the same five-step pipeline as every other channel — capture, identify, verify, triage, respond.
Inbound
Client messages your verified business WhatsApp. Your brand and green check appear on their side — proof they're talking to the real you.
Identify
Phone number matched against client tenant records. Sender resolved to a known employee, contact, or device — instantly.
Verify
Authenticator / Duo push, secure one-time link, or photo ID — challenged only when the request requires it. Friction where it matters, nowhere it doesn't.
Triage
AI classifies category, priority, and contract SLA. Routes to the right tech, the right pod, the right queue — directly inside your PSA.
Respond
Tech replies from inside the PSA. Message lands back in the client's WhatsApp thread — audited, attached to the ticket, and fully searchable.
When MSPs reach for WhatsApp first.
Eight scenarios where verified WhatsApp ticketing earns its keep — most before lunch.
Global travelers
The CFO is in Singapore. Their data plan is unreliable. Email is on a corporate VPN they can't reach. WhatsApp works.
LATAM & EMEA tenants
WhatsApp is the only business messenger your São Paulo, Madrid, or Cape Town offices actually use.
Outage notifications
180+ countries reachable in 60 seconds via approved WhatsApp templates. Higher read rate than SMS or email.
Photo-based diagnostics
"Send me a photo of the cable and the port LEDs." Clients reply in seconds. Photos attach to the PSA ticket.
Verified password resets
Authenticator push delivered inside the WhatsApp thread. Approved on the registered device. Reset runs.
Field tech check-ins
Onsite tech sends arrival photos and a status update from WhatsApp. Updates the ticket. No app to install.
Personal-number cleanup
Migrate clients off your techs' personal numbers in one week. Verified business sender from day one.
Weekend coverage
AI Voice + WhatsApp combine: voice for inbound P1 escalations, WhatsApp for follow-up status without waking the on-call.
Live in days, not quarters.
No 90-day onboarding theater. We've helped MSPs migrate tenants off personal numbers and on to verified WhatsApp ticketing in a single week — with a clean cutover and zero ticket loss.
Verified business sender provisioned
Meta Business verification handled for you. Your MSP brand and green check live on the WhatsApp number you'll use with clients — same day.
PSA wiring & tenant mapping
Connect ConnectWise, HaloPSA, Autotask, ServiceNow, Zendesk, or Freshservice. Pull contacts from each client tenant. Test inbound flow against a sandbox.
Pilot client + tech migration
Run live with one client. Move two or three techs off their personal WhatsApp numbers. Watch the audit log fill with real, threaded, verified tickets.
Roll out to every tenant
Broadcast a branded WhatsApp template announcing the new number. Personal-number traffic drops 60%+ in the first 30 days. Insurance asks — you have the audit log.
Numbers from MSPs running verified WhatsApp.
Average impact across the first 90 days post-rollout — measured against the same MSP's pre-WhatsApp baseline.
Compliant by design.
Native WhatsApp Business API. End-to-end encryption preserved. Auditable record of every message stored in your tenant. Pre-mapped to SOC 2, HIPAA, and GDPR controls — exportable in the same evidence pack as the rest of MSP Process.
MSPs running verified WhatsApp won't go back.
Owners and service-desk leaders who deployed MSP Process WhatsApp ticketing on real production stacks.
"Half our clients have offices in Brazil and Mexico. WhatsApp is how they communicate. The day we turned on verified WhatsApp ticketing, our ticket count jumped 24% — work already happening, just invisible. Now it's tracked, billable, and on contract."
"Patrick and his team have been where we are and know the challenges of supporting thousands of users across the country. To achieve world-class SLAs you have to meet your customers where they are — on mobile. MSP Process makes it seamless."
"From the very first demo to implementation the process was smooth. We use the tool daily — to validate users, to chat with clients who prefer text, and it's even replaced our email-encryption tool for sharing sensitive info."
Every channel. One verified queue.
WhatsApp lands in the same queue as every other channel — voice, Teams, SMS, email, portal, chat.
SMS / MMS Ticketing
Two-way SMS for North American clients — same verified intake, same PSA sync.
Microsoft Teams Ticketing
Tickets created from Teams DMs and channel mentions. Identity verified via Entra ID.
AI Voice Agent
24/7 verified voice answering — pairs with WhatsApp for inbound + follow-up.
Meet your global clients
on the channel they actually use.
Book a 30-minute demo. We will show you a live WhatsApp ticket flow — sender verification, PSA sync, identity challenge, and the audit log — in your own tenant.
Your brand. Your portal. In every client’s pocket.
Spin up a fully white-labeled client portal and mobile app — branded as your MSP, deployed in minutes per tenant. Tickets, KB articles, invoices, two-way verification, and threaded chat. Every action lands back in your PSA.
Everything your clients need. Branded as you, every pixel.
Six features that turn your portal from a help-desk afterthought into the front door of your MSP — and your fastest channel for ticket capture, identity, and billing.
Brandable Client Portal
Stand up a fully white-labeled portal in minutes — your logo, your domain, your colors. Spin up unlimited differentiated portals, one per client, each with its own brand and configuration.
Client-Initiated Chats
Clients open chat threads on any open or closed ticket — every interaction is logged back into the PSA. No more email back-and-forth. No lost conversations.
Brandable Mobile App
iOS and Android. Your clients submit, update, and chat on tickets from their phone — branded as your MSP. Push notifications keep them in the loop on status changes.
Two-Way Verification
Verify the client’s identity before privileged actions. The client also verifies you as the technician before granting remote access. Vishing, social-engineering, and impersonation attacks fail at the door.
Service Ticket Templates
Configurable per-client templates so end-users submit consistent, accurate, complete requests. Lower triage time, higher first-contact resolution, less back-and-forth.
Invoicing & Statements
Clients view, download, and track invoice statuses straight from inside their portal — branded by your MSP. Faster payments, fewer billing tickets, zero awkward email chases.
Trust nothing by default. Verify everyone, both directions.
The portal is the first line of defense against vishing, social engineering, and impersonation attacks. Both sides of the conversation are verified before any privileged action.
Client verifies themselves
Before a tech can act on a sensitive ticket — password reset, MFA reset, hardware access — the requester proves they are who they say they are. Authenticator push, Duo, photo ID, or secure one-time link. The button stays greyed out until they pass.
Client verifies the tech
Before granting remote access, the client confirms the technician is actually one of yours — not a vishing attacker pretending to be IT. The client sees a face, name, and live token they can match in the portal.
One platform. Every client thinks it’s yours.
Stand up a fully differentiated portal per client — own logo, own domain, own colors, own ticket templates. They never see “MSP Process” anywhere.
In every client’s pocket. Push, chat, ticket, sign-off.
Native iOS and Android, white-labeled per client. Tickets, KB, invoices, two-way verification, real-time chat — every action streams to your PSA. No more emails. No more “did you get my message?”
- Submit a ticket in three taps with pre-filled context — device, location, last login.
- Push notifications the moment a tech replies, status changes, or an SLA is at risk.
- Chat from the lock screen on any open or closed ticket — threaded back into PSA.
- Verify identity in-app with biometric login, MFA push, or QR-code link.
- Approve invoices and quotes from the phone. Reduce billing latency from days to minutes.
Every action writes back to your PSA.
Bidirectional sync with the systems you already run. Tech replies from inside ConnectWise, Autotask, HaloPSA, or your ITSM — and the answer lands back in the portal, threaded.
Less email. Less phone. More tickets captured the first time.
What 1000+ MSPs and IT teams report after rolling out the Client Portal and Mobile App across their book.
World-class MSPs rely on it daily.
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.
Patrick and his team have been where we are and know the challenges of supporting thousands of users across the country. To achieve world-class SLAs, you have to meet your customers where they are — and that’s on their mobile.
From the very first demo to the implementation the process was very smooth. We leverage the tool daily — not only to validate users for support, but also to communicate with our clients on the channels they prefer.
Stand up your branded portal. In minutes, not months.
Book a 30-minute demo. We’ll spin up a sample tenant in your colors, on your domain, while you watch.
Right tech. Right time.
Every after-hours incident.
Centralized rotations, multi-channel paging, retry & escalation logic, and verified handoff — all PSA-integrated. Never wake up the wrong tech. Never let a P1 wait until morning. Cancel the offshore overflow.
Engaged in 3 minutes.
Verified caller · clean ticket · right human · no offshoring. Full transcript and escalation chain attached to the ticket. Mike's no-answer auto-escalated to David — no group-chat panic.
After-hours is where MSPs bleed.
Missed calls. Confused rotations. Techs paged for P3 tickets at 2am. SLAs breached because nobody knew who was on call. MSP Process eliminates all of it with centralized, verified, PSA-integrated on-call.
- Client calls support at 11 PM
- Nobody picks up — voicemail purgatory
- Ticket discovered at 8 AM next morning
- SLA breached · client escalates
- On-call schedule lives in a spreadsheet
- Tech paged who is actually on vacation
- No response — group-chat scramble
- 45-min delay finding coverage
- AI VoiceAssist answers, verifies, captures
- Severity assessed · ticket created · P1 flagged
- On-call tech paged across all channels
- Tap to accept · client auto-updated · logged
Every on-call scenario, automated.
Daily, weekly, complex rotations. Holiday overrides. Severity-based routing. Multi-channel paging with retry. Configured once — runs itself forever.
Rotations & overrides
Daily, weekly, follow-the-sun, custom block schedules. One-tap overrides for vacations, sick days, training. Holiday rules set once and applied automatically year over year.
SET-AND-FORGETMulti-channel paging with retry
Notify on-call via Teams, SMS, voice call, email, or mobile-app push — in any order, with configurable retry intervals. No response? Auto-escalate to backup.
RETRY 3×Severity-based routing
P1 fires the full chain immediately. P2 hits the primary with retries. P3/P4 queues for the morning. Severity assessed by AI VoiceAssist or your intake form — never wake the wrong tech.
SMART ROUTINGVerified handoff
Before the on-call tech contacts the client, technician verification fires. Client confirms it's really your tech — not an attacker exploiting incident chaos. Built-in Zero Trust.
PATENT PENDINGPSA-logged audit trail
Every page sent. Every retry. Every acknowledgment timestamp. Every escalation decision. Logged to the ticket and dashboard — your evidence pack for SLA reviews and compliance audits.
100% LOGGEDMTTA / MTTR dashboards
Real-time view of who's on, what's open, and how the team is performing. Median acknowledge time. Median resolution. Coverage gaps. Per-tech and per-client breakdowns.
LIVE METRICSFrom client call to acknowledged tech.
AI VoiceAssist and On-Call Scheduling work as one. Captured. Triaged. Routed. Acknowledged. Logged. Five steps — every after-hours incident.
Captured
AI VoiceAssist answers 24/7. Verifies caller, captures issue, creates ticket — no rings missed.
Triaged
Severity assessed automatically. P1/P2 fires escalation. P3/P4 queues for AM.
Routed
On-call paged across Teams, SMS, voice, email, mobile — with retry logic and backup escalation.
Acknowledged
Tech taps accept. Client gets auto-ETA update. Verified tech handoff fires before contact.
Logged
Every page, retry, accept, escalation timestamped to PSA. MTTA/MTTR dashboards update live.
Reach your tech where they actually are.
Some techs sleep through SMS. Some keep Teams open all night. The owner uses the mobile app. Fire across every channel — first to accept wins.
One view of who's on, what's open, how it's going.
Live rotation, active escalations, MTTA / MTTR — the operations surface that gives owners the answer to "how's tonight going?" in one glance.
Logs to the PSA you already use.
Every page, retry, acceptance, and escalation lands in the ticket. No manual log-keeping, no "did you write that down?" Slack threads after a 3 AM incident.
What MSPs see in the first 90 days.
Less after-hours expense. Faster acknowledgment. Zero missed escalations. Cleaner tickets. Auditable evidence.
Why MSPs stopped offshoring nights.
"We had a $4,200/month overflow contract and a constant fear that something would slip through. After standing up MSP Process On-Call, we cancelled the contract in month two. Multi-channel paging means somebody is always reachable, and the audit log makes SLA reviews a non-event. The dashboard alone is worth it."
"The holiday override saved Christmas Eve last year — literally. A retail client's printer fleet went down at 8 PM and the rule we'd set up in October fired automatically, paging the right tech directly without a missed-call detour. No spreadsheet, no group chat, no chaos. That's the entire pitch right there."
Stop guessing who's on call.
Start sleeping through the night.
See how MSP Process On-Call Scheduling captures every after-hours incident, routes it to the right human, and lands a clean ticket in your PSA — automatically. 20-minute demo.
Real-time chat.
Real-time revenue.
Your homepage gets two kinds of traffic: prospects shopping for an MSP, and clients who need a quick answer. MSP Process Live Chat captures both in real time — proactively engaging visitors, qualifying them with smart sequences, paging whoever's free across five channels, and landing every conversation in your PSA. Nothing slips. Even after-hours.
Lead captured. Demo on the calendar.
Pre-chat form qualified the prospect, agent picked up in 38 seconds, demo booked through Calendly. Full transcript synced to HubSpot and a sales ticket opened in ConnectWise.
The same chat does double duty.
Most of your inbound traffic is shopping for an MSP — or already is one of yours and just needs a fast answer. Live chat is the only channel that serves both well, in seconds, without forcing them to pick up the phone.
Convert browsers into booked demos.
Configurable triggers proactively engage visitors at the right moment — pricing pages, services pages, time-on-site thresholds. Smart sequencers qualify before the agent even picks up.
- Proactive triggers on services & pricing pages
- Pre-chat form qualifies before paging an owner
- Calendly drop-in for instant demo booking
- Lead synced to HubSpot, Pipedrive, or your CRM
Quick fixes without picking up the phone.
Returning clients are auto-identified, the sequencer collects context up front, and the on-call tech jumps in from desktop or mobile. Fewer phone calls. Cleaner tickets.
- Returning visitors auto-recognized & matched to PSA
- Sequencer captures the issue context before paging
- Quick fixes never become tickets — but get logged
- Real issues escalate cleanly into a PSA ticket
Built for MSPs who are busy doing real work.
Live chat is only useful if your team can actually answer it. Every feature here is built around that — fast paging, clean handoff, mobile coverage, and zero clipboard work.
Proactive engagement triggers
Pop up at the right moment — when a visitor lingers on pricing, hits the services page twice, or scrolls past 70% of a case study. Configurable per-page and per-rule.
CONFIGURABLE5-channel agent notifications
When a chat starts, alert the right person via Teams, Slack, SMS, email, or phone call simultaneously — until somebody claims it. No "did anyone see that?"
SIMULTANEOUSSmart pre-chat sequencers
Ask the right questions up front — name, company, urgency, what they tried — so the agent walks in with full context. Less "let me ask a few things first."
CONTEXT-FIRSTMobile app — answer anywhere
Techs and owners answer inbound chats from their phone in the MSP Process app. Between client visits, on the road, after-hours — chat doesn't sit waiting.
iOS · ANDROIDAfter-hours capture sequencer
When everyone's off-shift, the sequencer takes a full handoff — name, contact, issue, best AM time — and drops the lead on the morning queue with auto-confirmation.
NEVER MISSEDNative PSA & CRM sync
Every conversation lands as a ticket or lead — ConnectWise, Datto, HaloPSA, HubSpot, Pipedrive. Transcript attached. Source attribution preserved. Compliance-ready.
100% LOGGEDFrom visitor to resolved ticket — in five steps.
Every chat runs through the same pipeline so nothing leaks. Captured. Qualified. Routed. Resolved. Logged.
Captured
Visitor opens chat — proactive trigger or self-initiated. Returning clients matched to PSA on contact.
Qualified
Sequencer asks 2–4 routing questions. Sales path or support path branches automatically.
Routed
Agent paged across Teams, Slack, SMS, email, mobile app — first to claim takes the chat.
Resolved
Agent works the issue from desktop or mobile. Calendly drop-ins, file transfers, transcript building inline.
Logged
Transcript synced to PSA & CRM with source attribution. Ticket or lead opened automatically.
Page your team where they actually look.
Some agents live in Teams. Others in Slack. The owner's on the road. Live chat fires across every channel you configure — first to claim wins.
Answer chats between client visits.
Field techs and owners shouldn't lose deals because they're driving. The MSP Process mobile app puts the live chat, alerts, and full ticket context in your pocket — claim, respond, and close from anywhere.
- Push alerts the moment a chat fires
- Full conversation context — pre-chat form & PSA history
- Reply, share Calendly, attach files
- One tap to claim · seamless desktop handoff
Your stack. No extra tabs.
Every chat lands as a ticket or lead in the system you already use. No copy-paste, no follow-up "add it to ConnectWise" Slack pings.
What MSPs see in the first 60 days.
Chat changes the math on inbound. Faster response, more booked demos, fewer phone calls, cleaner data.
Trusted by 500+ MSPs around the globe.
Owners, COOs, and service-desk leaders running real production stacks — here's what changed when they put MSP Process Live Chat on their homepage.
"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."
"Patrick and his team have been where we are and know the challenges of supporting thousands of users across the country. To achieve world-class SLAs you have to meet your customers where they are — on mobile. MSP Process makes it seamless."
"We found MSP Process at a conference last year. From the very first demo to implementation the process was smooth. We use the tool daily — to validate users, to chat with clients who prefer text, and it's even replaced our email-encryption tool for sharing sensitive info."
Stop letting prospects bounce
and clients go to voicemail.
See how MSP Process Live Chat captures every inbound conversation — qualifies it, routes it, and lands it in your PSA. 20-minute demo. Built for MSPs.
Know before the client calls.
Act before the SLA slips.
Automation Bots layer on top of your PSA to keep techs, managers, and clients in the loop on every event that matters — assignments, status changes, schedule shifts, past-due tickets — across SMS, Teams, Slack, email, and voice. The right person hears about it the moment it happens, not from an angry phone call an hour later.
Fanned out in 2.1s.
Two recipients, four channels — all delivered, all logged to PSA #48221. No silent failures, no fallback gymnastics.
Every PSA event that matters. On the channel each person actually uses.
Your PSA tracks status, schedules, and assignments — but its built-in notifications are limited to email and almost always get buried. Automation Bots fan every event out to the right people on the channels they actually open.
Ticket lifecycle events
Created, assigned, status-changed, resolved, reopened — fan out the right notification to the right person the moment the field flips.
StatusTech schedule changes
Any add, removal, or modification to a tech schedule fans out to affected techs and clients on the channels they actually check.
SchedulePre-event & past-due triggers
Fire notifications before a scheduled event, or when a ticket goes past-due without status change. Escalate before the SLA breaches — not after.
SLA-savingMultichannel fan-out
Any event can dispatch to multiple channels simultaneously. SMS + Teams + email + Slack + voice — meet techs and clients where they live.
Multi-targetCustom rule engine
Define your own conditions and recipients. Filter by board, priority, client, tech, custom fields, time-of-day — without writing a single line of code.
No-codeDelivery-confirmed audit
Every send logged. Failed deliveries automatically escalate to the fallback channel. Nothing fans out into a black hole.
Audit-readyPSA event → matched → fanned out → delivered → logged.
Six steps, sub-three-second end-to-end. The right person hears about it the moment it happens.
Event captured
Assignment, status change, schedule shift, past-due trigger — Automation Bots see it instantly.
Rule matched
You define which events trigger notifications, who gets them, on what channel, and whether they fire before, during, or after.
Recipients resolved
Right techs, right clients, right managers — pulled directly from your PSA records, not a separate contact list.
Channels chosen
SMS, Teams, Slack, email, voice — or all of them at once. Meet people where they actually respond.
Delivered
Templated, branded, and context-rich. Ticket number, status, links back to the PSA, and any custom fields included.
Confirmed & logged
Every send logged. Failed deliveries escalate to the fallback channel automatically. Audit row attached to the source ticket.
Reach techs and clients where they actually open notifications.
Email-only is not a notification strategy. Automation Bots fan every event to the channel each recipient prefers — and falls back automatically if one of them silently fails.
DM with adaptive card. Ticket context + accept button. Channel posts for team-wide awareness.
Instant text delivery. Two-way replies parsed back into the ticket. MMS for screenshots.
DM or channel post with rich formatting. Ticket link, status badge, action buttons.
Per-client branded templates. Reply parsing. Deliverability tuning. Used for non-urgent updates.
When everything else fails or no accept comes back, AI places a voice call with ticket details and accept prompt.
Plugs into the PSA you already run.
Bidirectional sync. Every notification linked back to the source ticket. Every delivery logged to the PSA activity stream.
Numbers from MSPs running Automation Bots.
Average results across the first 90 days post-rollout.
Stop missing PSA events.
Stop burying them in email.
Book a 30-minute demo. We'll wire one of your live PSA event types into Automation Bots and watch the fan-out happen on your channels in real time.
Reach every client and every tech on their channel.
Stop relying on email. MSP Process sends outbound notifications via Teams, SMS, Email, and AI Voice — automatically, at the right moment, to the right person, with verified delivery. One platform. Every channel. Zero missed messages.
Email alone is not a notification strategy.
Your techs drown in email. Your clients miss email. Urgent alerts go unread for hours. When a P1 fires at 11pm, an email in someone's inbox is worthless. You need channel redundancy, delivery confirmation, and smart routing.
Email sent. Tech is asleep. Not seen until 7am. SLA breached.
Email lands in promo folder. Client calls in a panic the next day.
"I never got that email" — and you can't prove otherwise.
Managers scramble to call/text people individually when email fails.
Teams DM + SMS + AI voice call to on-call tech. Accepted in 90 seconds.
SMS delivered & read-confirmed in seconds. Client knows before they call.
Every send, receipt, and read logged forever. Proof on demand.
If Teams fails, SMS fires. If SMS fails, voice. Always gets through.
Four channels, one orchestration layer.
Teams DM & Channels
Direct messages to techs, rich adaptive cards with ticket context and action buttons, channel posts for team awareness.
SMS Notifications
Instant text delivery. Two-way replies ingested back into the ticket. MMS for screenshots and photos.
Branded Email
Per-client branded templates. Reply parsing. Deliverability tuning. Used for non-urgent updates and confirmations.
Voice Escalation
When everything else fails, AI places a voice call to the on-call tech with ticket details and acknowledgment.
Notify on any event, not just tickets.
Ticket Lifecycle
Created, assigned, updated, resolved, reopened, SLA warned, SLA breached — notify the right people every time.
Monitoring Alerts
Ingest from Datto, NinjaOne, ConnectWise Automate, Kaseya. Deduplicate, route, and notify on real events only.
Shift Handoffs
Automatic notifications when on-call shifts change. Current on-call always knows they're on the hook.
Scheduled Digests
Daily, weekly, monthly summaries delivered to the right people on the right channel. Fully customizable.
Verification Pushes
MFA challenges, identity verification codes, technician verification requests — delivered with enterprise-grade security.
Any Event
Any webhook, any API, any bot — if you can describe it as an event, you can notify on it through MSP Process.
Delivery, end-to-end tracked.
TEAMSNever miss a critical alert again.
See how multi-channel outbound notifications keep your team and clients informed — automatically.
Log the work in 5 seconds.
From wherever your tech is standing.
Your onsite tech goes in for one ticket and walks out having fixed four. Three of them never make it into the PSA. Quick Ticketing lets techs dictate, tap, or text a ticket from Teams, SMS, mobile, or the portal — in seconds. No PSA login. No end-of-day reconstruction. No revenue you already earned slipping out the door.
"They know that to achieve world-class SLAs, you have to meet your customers where they are. In this case, it's on their mobile. MSP Process makes it seamless."
Ticket #5849 created in 4.6s.
Voice dictation transcribed, seven fields auto-filled, P1 tagged, written straight into ConnectWise. Tech kept walking. Revenue captured.
The work walked out the door before the ticket walked in.
Onsite techs handle four issues, log one. Field techs answer questions in the parking lot, never make it back to the PSA. Phone-resolved tickets get reconstructed at midnight from memory. Quick Ticketing kills that gap.
Unbilled "while-you're-here" work
The fix that takes 4 minutes onsite never gets logged. Multiply that by every visit, every tech, every month. The lost revenue is real — and you already did the work.
Revenue leakEnd-of-day reconstruction
Techs spend 30+ minutes at the end of every day rebuilding tickets from memory. Some details get wrong. Some tickets get skipped. Either way — your dispatch team has the wrong picture.
Wasted timeFriction beats good intentions
"Open laptop, VPN, PSA login, find client, find contact, fill 7 fields, save." The friction wins every time. Your techs aren't lazy — your tooling is.
Friction killsSpoken → parsed → tagged → written → done.
Five steps, sub-five-second end-to-end. The tech speaks once, the PSA gets a fully-populated ticket — including type, subtype, priority, contact, and service board.
Captured
Voice on mobile, slash command in Teams, SMS, portal, or email. Whatever the tech is already in.
Parsed
AI extracts company, contact, issue, urgency cues. Resolves entities against your PSA records — not generic NLP.
Tagged
Type, subtype, priority, service board — tagged automatically based on the parsed issue and your taxonomy.
Written
Ticket created directly in ConnectWise / HaloPSA / Autotask / etc. Six to eight fields populated. No PSA login required.
Confirmed
Tech gets ticket number + link back on the channel they used. Revenue captured. Tech keeps walking.
Capture from anywhere your tech is already standing.
Mobile app, Teams, SMS, web portal, email, or AI voice. No new app to install on a tech's phone, no new login to remember.
Mobile voice dictate
Tech holds the mic, talks for 10 seconds, the ticket appears in the PSA before they reach the parking lot. The most popular channel onsite.
Teams /quickticket
Slash command in any Teams DM or channel. AI parses the body, ticket lands in the PSA, confirmation card replies in the thread.
SMS one-liner
Tech texts a single sentence from their personal phone. AI extracts the entities, ticket lands in the PSA, reply with the ticket number + link.
Web portal
Tech-only browser portal — speed-optimized, three fields max. For when the laptop is already open and PSA login is just too many clicks.
Email forward
Forward any client email to a per-tenant address. AI parses the thread, creates the ticket, links the original email to the ticket record.
AI Voice intake
Tech calls a dedicated MSP-only number, dictates the issue. Same pipeline, voice-first. Useful when hands are dirty and phone is on speaker.
Seven fields. Filled before the tech finishes the sentence.
Quick Ticketing isn't just transcription. It resolves entities against your PSA records, tags by your taxonomy, and routes to the right service board — without a tech touching a single field.
Company resolved
"Acme" → matched to your Acme Co PSA record. Fuzzy-matched against your tenant list. No re-typing client names.
Auto · 99% accuracyContact resolved
"Sarah K" at Acme → matched to Sarah K. Smith on the Acme contact list. Pulled from your PSA contact records.
PSA-awareTitle generated
From the dictation, a clean ticket title is composed: "Network printer offline — invoice printing blocked". Not the raw transcript.
AI-composedType & subtype
"Printer offline" → Type: Network, Subtype: Printer. Tagged automatically per your PSA taxonomy.
Taxonomy-awarePriority
"Whole office can't print invoices" → P1. "When you get a chance" → P4. Urgency cues + client tier weighting.
Auto-priorityService board
Network issue → Network Operations board. Endpoint → Helpdesk. Routes the ticket to the right queue without dispatch ever touching it.
RoutedWrites directly to the PSA you already run.
No middleware ticket queue. No daily sync job. The ticket lands in the PSA the same instant your tech finishes speaking.
Numbers from MSPs running Quick Ticketing.
Average results across the first 90 days post-rollout.
Stop reconstructing tickets at midnight.
Capture them at the doorstep.
Book a 30-minute demo. We'll wire your PSA up live and dictate a ticket from a phone — watch the seven fields populate before the sentence ends.
Tell every client at once.
Stop the inbound flood.
Pick a group from your PSA. Type one message. Hit send. Every client on the affected tenant gets an SMS — verified business sender, branded — within 60 seconds. Inbound ticket volume drops 70–90%. The "is anyone else seeing M365 down?" calls never start.
42 messages delivered in 47 seconds.
Acme Corp clients informed about the M365 email outage. Estimated 36 inbound tickets prevented · phones never rang · status logged to PSA.
The "is anyone else seeing this?" tax.
Every outage triggers the same wave: 30+ duplicate tickets, 100+ frantic Slack messages, two techs stuck answering "any update?" instead of fixing the actual problem. SMS Broadcast cuts that loop at the source.
SaaS outage in progress
Microsoft 365, Google Workspace, your hosted phone system — anything client-impacting. Tell every affected client at once before they call.
P1 · MASS IMPACTScheduled maintenance
Pre-announce VPN cutovers, after-hours patching, firewall replacements. Clients see it coming. Inbound calls during the window collapse.
PLANNED · ACKResolved · all clear
Send the resolution broadcast the moment a P1 closes. Clients know it's safe to come back online. Inbound "is it fixed?" calls go to zero.
RESOLUTIONSecurity advisory
Active phishing campaign · zero-day patch coming · password rotation required. Reach every employee on every client tenant in 60 seconds.
SECURITYWeather / facility events
Office closure due to weather, network outage at HQ, building evacuation. Direct text reaches every employee on every device.
EMERGENCYCustomer satisfaction nudge
Quarterly health-check, NPS pulse, contract renewal heads-up. Targeted by PSA group · responses sync back to ConnectWise / HaloPSA.
CSAT · NPSGroup → message → delivered → tracked. Five clicks, sixty seconds.
Built directly into MSP Process — no third-party SMS vendor, no separate contact list to maintain. Your PSA stays the source of truth.
Pick a PSA group
Filter by client, location, contract, role, department. Pull live from ConnectWise / HaloPSA / Autotask / ServiceNow.
Compose
Type free-form or pick a saved template. 160-char counter · sender name preview · live recipient count.
Send
One click. Verified business sender ID. Twilio / ClickSend infrastructure under the hood. Sub-60-second fan-out.
Watch delivery
Live counter ticks up. Per-recipient ✓ delivered status. Failures retried automatically.
Reply & resolve
Replies route to a verified ticket. "I'm still affected" creates a P2 in the right queue. Audit log written to PSA.
Built for MSPs, not marketers.
SMS Broadcast is a service-desk tool. It looks like one. It thinks like one.
PSA-native groups
No separate distribution list to maintain. Use the contacts your PSA already has — by client, by location, by contract, by role.
CW · Halo · Autotask · SNVerified business sender
Branded sender ID — clients see "YourMSP" not a random short-code. Toll-free verified. CTIA-compliant. STOP / HELP keyword support built in.
10DLC · TFNLive delivery telemetry
Per-recipient delivered / failed / undelivered status. Auto-retry on transient failures. Final report attached to the originating PSA ticket.
REAL-TIMETemplates & saved sends
Outage starts · M365 / VPN / network. Maintenance window. Resolution. Save once, send in 5 seconds the next time the same outage hits.
REUSABLETwo-way replies → tickets
"Still down" or "1 = create ticket" replies open a verified P2 in the right PSA queue. SLA timer starts. Tech sees it in their dispatch view.
REPLY-TO-TICKETGlobal reach
180+ countries supported via Twilio & ClickSend. Local sender numbers per region available. Same workflow for São Paulo or Sydney.
180+ COUNTRIESNumbers from MSPs running broadcasts during outages.
Average results across the first 90 days post-rollout.
"M365 went sideways for one of our biggest clients on a Tuesday morning. We hit SMS Broadcast at 9:14am and our phones never rang. Forty-two clients got the same message in under a minute. We saved an entire day of triage chaos."
Tell every client at once.
Stop the inbound flood.
Book a 30-minute demo. We'll wire SMS Broadcast into your PSA, fire a test broadcast against a sandbox group, and show the delivery telemetry land in your ticket.
One platform between every channel and your PSA.
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.
TEAMS
CONNECTWISE
AUTOTASK
HALOPSA
Three things only MSP Process does. All three written into every ticket.
The AI voice agent answers. The identity layer proves who’s on both ends. The platform writes everything to your PSA — automatically.
AI Voice Agent
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.
- Answers in < 30s · 30+ languages
- Replaces offshore L1 & after-hours overflow
- Auto time entries & AI summary notes
End-User Verification
Verify every caller, on every channel, before any privileged action. Authenticator, Duo, SMS, Teams, Email, Photo ID — natively embedded in every inbound flow.
- 13 verification methods · mix per client
- One layer · every channel · zero exceptions
- Audit trail attached to every ticket
Reverse Tech Verification
Attackers impersonate your team. One-click reverse verification proves the person calling really is your tech — before any access is granted.
- Client verifies your tech in one tap
- Available across web, SMS, Teams, mobile
- Logged to the originating ticket
Eleven capabilities. One control plane.
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.
Answered. Verified. Triaged. Routed. Logged. Same protocol on every channel.
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.
Captured
Inbound on any of 8 channels — captured with full metadata into the orchestration layer.
8 CHANNELS · ONE QUEUEVerified
Authenticator / Duo push, Photo ID, or secure one-time link — identity confirmed before any privileged action.
MFA · ENTRA + DUOTriaged
AI assigns category, priority, contract SLA, and suggested resolver. Routes to the right queue automatically.
AI · INTENT + SLARouted
Resolved in-call · queued for daytime · or paged to on-call with full context, transcript, and identity chain.
SMART · IN-CALL OR PAGEDLogged
Transcript, recording, identity chain, AI-written notes & time entry — all into your PSA / ITSM, audit-ready.
PSA · ITSM · AUDITBidirectional. Sub-second. Audit-ready every time.
A 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.
What 1000+ MSPs & IT teams report after rolling out the platform.
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.
One platform. Every channel. Verified the moment it lands.
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.
Vishing attacks
stop at the helpdesk.
Identity-based attacks on the IT helpdesk are the #1 ransomware vector. MSP Process verifies every caller and every technician — across every channel — using 13+ verification methods including patent-pending reverse identity. The vishing attack ends at hello.
A 10-minute phone call. $100M+ in losses.
The helpdesk became the #1 ransomware entry point because every other layer of security got better — and the helpdesk got bypassed. The pattern is the same every time.
How attackers get in.
How the attack ends at hello.
Identity. Proven. On every channel.
A defense-in-depth verification stack — embedded in every channel, available to the agent on every call, applied before any privileged action. Not bolted on. Not optional.
End User Verification
Microsoft Authenticator, Duo, Photo ID, secure one-time links, SMS, email, phone, and AI Voice MFA — 13+ methods natively embedded in every inbound channel.
Every channelReverse Tech Verification
Clients verify your tech is real before granting any access. Stops impersonation calls cold. Patent-pending — the only one in the industry.
Patent PendingAI Voice Verification
The AI voice agent verifies caller identity in-call using SSO + Microsoft Authenticator or Duo push — before any ticket is opened or privileged action is taken.
In-call · 24/7Privileged Action Gates
Password reset, MFA reset, account unlock, secret share — every privileged helpdesk action requires verified identity from the requester. Default-deny.
Default-denyAuthenticator & Duo Push
The AI agent triggers a Microsoft Authenticator or Duo push to the registered employee's device — caller has to approve from the real device on the real account.
Live MFA in-callSIEM / SOAR Streaming
Every verification, success or failure, streamed to Splunk, Microsoft Sentinel, QRadar, Chronicle in real time. Tamper-evident hash chain.
Real-time exportNumbers from MSPs that closed the door.
Average results across the first 12 months on MSP Process Zero Trust.
"We got a vishing attempt the first month — caller swore he was the CFO. AI Voice asked for the Authenticator push. Push went to the real CFO. Attack ended at hello. That alone paid for the platform."
End the helpdesk
attack vector for good.
Book a 30-minute call. We will show you a live vishing attempt — and the exact moment MSP Process stops it.
Sleep at night.
AI Voice runs the desk.
A 24/7 AI Voice agent answers every after-hours call, verifies the caller, opens the ticket, triages by priority, and only escalates to your on-call engineer when it's genuinely urgent — replacing the answering service, the night-shift hire, and the buzzing on-call cell phone.
After-hours coverage is broken.
The on-call tech is exhausted. The answering service has no context. The helpdesk inbox piles up overnight. Clients call back the next morning. SLAs are already breached.
Buzzing pagers and bleary techs.
AI Voice covers the night.
Always answered. Always verified. Always logged.
Six things AI Voice does at 3am that an answering service or a tired tech can't.
Always answers
Zero hold time. Infinite concurrency. Fluent in 30+ languages. Never sick, never on PTO, never overwhelmed.
24/7 · 0 ringVerifies caller identity
SSO push to Microsoft Authenticator or Duo on the registered device. The vishing call doesn't get past the agent.
In-call MFATriages by priority
Intent captured. Category, priority, contract SLA assigned. Routine tickets queue silently. P1s page humans.
SLA-awareEscalates only what matters
Hooks into your on-call rotation. Routes by skill, time-zone, and severity. Wakes the right tech, with full context, once.
Smart pagingLogs everything
Voice transcript, recording, verification chain, ticket disposition — all written to your PSA / ITSM. Every privileged action audited.
Audit-readyReplaces 3 line items
The answering service. The night-shift hire. The on-call cell-phone tax. Consolidates them into one platform line item.
Cost killerAnswered → verified → triaged → routed → logged.
Every after-hours call runs the same five-step pipeline. Most never wake a human.
Answered
AI Voice picks up in < 30s. Multi-language. Natural-sounding. No phone-tree.
Verified
Microsoft Authenticator or Duo push to the registered device. Approved by the real account.
Triaged
Intent captured. Category, priority, SLA, suggested resolver applied automatically.
Routed
Routine: queued silently. P1: paged to on-call with full context. No false alarms.
Logged
Transcript, recording, verification chain — attached to PSA/ITSM ticket and SIEM.
11 calls answered. 3 hours of sleep saved.
A real Tuesday night on a 6-tech MSP — exactly as the AI Voice timeline played out, with only the names changed.
Answering service · night-shift hire · MSP Process.
An honest side-by-side of the after-hours coverage options most MSPs evaluate. The math has changed.
What sleeping techs and a 24/7 agent actually deliver.
Average results across MSPs after the first 90 days of AI Voice handling after-hours.
"My on-call rotation went from a punishment to a non-event. The AI handles the noise. I get woken up once a week, for something that genuinely needs me. My team is happier. My clients have better coverage. The math just works."
Replace the answering service.
Sleep at night.
Book a 30-minute call. We will model the math against your current after-hours stack — answering service, on-call premium, ticket pile-up — using your actual numbers.
One queue.
Every channel. Nothing slips.
Voice, Teams, SMS, WhatsApp, email, portal, and live chat all land in a single orchestrated queue — verified identity, consistent SLA timers, full ticket context. The dispatcher sees one view. The client gets a reply on the channel they used.
Microsoft Teams
SMS / MMS
WhatsApp
Email
Client Portal
Live Chat
Every new channel adds risk — until it's orchestrated.
Clients reach out 6 different ways. Most service desks only see 2 of them. The rest are technician cell-phone texts, "hey can you" Teams DMs, and emails to the wrong inbox. Tickets get lost. SLAs get breached. Clients churn.
Today's reality.
One verified queue.
Meet your clients where they already are.
Every channel is a first-class citizen — verified identity, two-way replies, PSA-synced, with the same audit trail.
AI Voice Agent
A 24/7 AI voice agent answers every call, verifies the caller through Duo or Authenticator, opens a ticket, triages, and routes to on-call — before a human picks up.
Microsoft Teams
A bot in every client tenant. Tickets created from DMs or @mentions. Identity verified via Entra ID. Replies thread inside the same chat.
SMS / MMS
A dedicated MSP number per tenant. Two-way SMS & MMS, photo attachments, full reply support. No personal cell-phone shadow ticketing.
Two-way WhatsApp ticketing for global clients. Verified identity, read receipts, media attachments. Threaded into the same PSA ticket.
Email Intake
support@ mailbox parsing with intelligent deduplication, signature stripping, attachment handling, and contact resolution.
Branded Client Portal
Self-service portal & iOS/Android app with SSO, identity verification, ticket history, secure file share, and password reset.
Live Website Chat
Drop-in widget for client-facing websites. Verified visitors create tickets in real time. AI handles tier-1 questions out of the box.
Inbound Phone Call
Direct calls to the helpdesk get matched by caller ID, the caller is identity-verified, and the AI agent handles intake before transfer.
Webform & Webhook
Custom forms on your website, monitoring alerts from RMM tools, and any webhook source — all funneled into the same verified queue.
Capture. Verify. Triage. Respond. Same protocol on every channel.
Every channel runs the same five-step pipeline. The dispatcher's queue is always the source of truth.
Capture
Voice, Teams, SMS, WhatsApp, email, portal, chat, webform — captured with full metadata, on the channel they used.
8 CHANNELS · ONE QUEUEIdentify
Unified contact resolution — same client across channels resolves to the same identity record in the PSA.
UNIFIED · CONTACT MATCHVerify
Microsoft Authenticator, Duo, Photo ID, or secure one-time link — identity confirmed before any privileged action.
MFA · ENTRA + DUOTriage
AI assigns category, priority, contract SLA, and suggested resolver — routes to the right queue automatically.
AI · INTENT + SLARespond
Tech replies from one console. The answer lands on the original channel — threaded, audited, and logged in the PSA.
ONE CONSOLE · THREADEDOne unified queue.
Every active ticket — across every channel — in a single dispatcher view.
TeamsWhat an orchestrated service desk actually delivers.
Numbers from MSPs and IT teams who consolidated their channels onto MSP Process.
Drops into the system you already run.
Every channel writes back to your PSA or ITSM — bidirectional, identity-stamped, audit-logged.
Bidirectional sync, identity-stamped tickets, transcripts and recordings attached automatically. Full integration directory →
Every channel.
One verified queue.
Book a 30-minute demo and we'll walk you through every channel landing in one PSA-synced, identity-verified queue — with your own tenant, your own clients, your own SLAs.
Double your clients.
Don't double your team.
AI Voice answers calls, AI Triage classifies and routes every ticket, automation bots handle the repetitive work — eliminating 30–50% of the manual effort that previously required headcount. Same team. More clients. Better margin.
Hire one. Or unlock the same capacity for free.
A single mid-level service-desk hire costs $85K+ fully loaded. MSP Process recovers the same hours of capacity for a fraction of that — and never quits.
Where the hours actually come from.
Three compounding automations that recover real, measurable headcount-equivalent capacity — without firing anyone or compromising the client experience.
AI Voice Agent
Saves ~30 hrs / weekA 24/7 AI voice agent answers every call, verifies the caller, opens a ticket, and routes to on-call — replacing a Tier 1 phone operator and the after-hours answering service.
- 24/7 answer · zero hold time
- Identity verified before any action
- Voice transcript attached to every ticket
- Auto-escalation to on-call rotation
AI Triage & Routing
Saves ~22 hrs / weekTriageAssist reads every inbound ticket, applies category, priority, contract SLA, and routes to the right queue — replacing the dispatcher's manual sort.
- Sub-3-second classification
- Contract-aware SLA application
- VIP routing & escalation
- 97% classification accuracy
Automation Bots
Saves ~18 hrs / weekNo-code bots handle password resets, MFA challenges, status updates, scheduled outreach, and after-hours acknowledgements — the long tail of repetitive tickets.
- Branded password reset flows
- Auto-acknowledgement & first response
- Mass SMS Broadcast for outages
- Quick Ticketing for techs in the field
Same team. Different day.
A typical Monday on a 6-tech service desk — before automation, then after MSP Process.
Reactive. Fragmented. Always behind.
Proactive. Automated. Ahead.
Numbers from MSPs who already scaled.
Average results across the first 12 months on the MSP Process platform.
"We grew from 14 to 23 clients in 11 months without adding a single tech. The AI agent and the triage layer recovered an entire person's worth of weekly capacity."
Grow your book.
Not your headcount.
Book a 30-minute demo and we'll model the ticket volume, response times, and dollar impact with your actual numbers — clients, techs, average cost per ticket, after-hours coverage.
Your clients are buying AI voice agents this year.
Sell yours, not someone else's.
Resell AI VoiceAssist as a white-labeled, branded voice agent to every client on your roster. We run the platform — the LLM, the telephony, the PSA integration, the verification layer, the compliance. You keep the relationship and 80% of the margin.
Your clients are already buying AI voice agents.
Every SMB tech buyer in 2026 is going to evaluate one. The only question is whether they buy it from their MSP — or from a vendor who'll bypass you and own that relationship from then on.
Your client signs with a Voice AI vendor
You sell them a branded AI agent
A voice agent your client thinks is yours.
AI VoiceAssist is the same agent we built for our own helpdesk customers — answering after-hours calls, verifying identity, opening tickets, and routing to a human when it's a real emergency. You resell it under your brand, on your phone numbers, with your tone of voice.
One platform. Endless tenants. All your clients.
Stand up a fully-branded AI voice agent for any client tenant in under an hour. Pick the voice. Set the script. Connect it to their PSA, their MFA, their on-call rotation. Hand them the phone number. Watch the tickets — and the recurring revenue — show up.
- White-labeled end to end — your logo, your URL, your phone number, your voice. Clients never see "MSP Process."
- 24/7 IT line — the agent answers, verifies the caller's identity via Microsoft Authenticator or Duo, opens a ticket in their PSA, and pages your tech only if SLA-critical.
- Built-in Zero Trust — every privileged action gates on verified identity. The agent literally cannot reset a password for an unverified caller.
- Multi-tenant by design — one console manages every client tenant. Add a new client in 20 minutes; they're answering calls the same day.
- SOC 2 Type II compliance, BAA available, full call transcripts and audit trail attached to every ticket.
The math is absurdly clean.
One client. Fifty users. The agent runs 24/7. Here's exactly what shows up in your ledger every month.
Reseller P&L · 1 client · 50 users
From signup to first sale in 7 days.
No dev work. No agency. Your existing AM team owns the rollout. Here's exactly how it goes.
Sign the partner agreement
Same day. Standard MSA, no minimums. We provision your reseller console and connect it to your PSA tenants.
White-label your agent
Upload your logo. Pick the voice. Customize the script. Lock in your phone numbers (or port existing ones). Done in an afternoon.
Train your sales team
45-minute live playbook. Pricing sheet, demo script, objection library, ROI calculator — all branded for you. Your AEs are demo-ready.
First client live
Pick one anchor client from your top 10. We co-pilot the demo, you close the deal, the agent answers their first call within 24 hours.
A real channel program, not a discount code.
Four things every reseller gets on day one. None of this is "available on request" — it's all sitting in your partner portal the moment your MSA is countersigned.
True white-label
Your brand on the console, the phone number, the call greetings, the email summaries, the client-facing portal. We are invisible.
Sales collateral library
Branded slide deck, one-pager, ROI calculator, pricing sheet, executive summary, comparison guide. Drop in your logo and your AE is ready.
Live demo environment
A working agent on a real phone number, answering real calls, with sample tickets flowing into a sandbox PSA. Show, don't tell.
Partner success manager
A named human, not a queue. Quarterly business reviews, deal coaching on your top 5 opportunities, escalation path for technical issues.
Questions every MSP asks before signing.
If your question isn't here, your partner success manager will answer it on the demo call.
Will MSP Process ever sell direct to my clients?
No. The reseller program is channel-only by contract — we have no direct-sales motion for SMB tenants under your portfolio. Every client account is registered to your MSP. Deal registration protects you from channel conflict for 12 months.
What if my client wants to keep using their own AI voice vendor?
That happens occasionally. The program isn't to displace existing vendors that are working — it's to capture the buyers who haven't picked one yet, which is most of them. We've found 60–70% of SMBs surveyed in 2026 are actively shopping.
How is this different from just having my clients buy MSP Process directly?
Direct sales of AI VoiceAssist are a flat retail price, no margin to you. The reseller program gives you 35–85% margin on the same retail prices, plus white-labeling so the client sees your brand, plus channel protections so we don't compete with you.
What PSAs and identity providers does this work with?
Same as the core platform: ConnectWise PSA, Datto Autotask, HaloPSA, Kaseya BMS, ServiceNow, Freshservice, Zendesk, Syncro, SuperOps. Identity verification works with Microsoft Authenticator, Duo, and Microsoft Teams. If you have something custom, your partner success manager will scope it.
What's the minimum commitment?
Month-to-month at the Starter tier. No annual minimums, no setup fee. You only pay for active client tenants on the platform. If a client churns, your wholesale cost drops the next month.
How do I get paid?
You bill the client at retail (you set the price — we suggest a range). MSP Process invoices you monthly at the wholesale rate based on tier. The margin is yours, end of story. We never touch your client's payment.
What if my client needs HIPAA, SOC 2, or another compliance posture?
The platform is SOC 2 Type II, BAA available for HIPAA, GDPR-compliant for EU client data. Your partner success manager will pull the right documentation pack for your client's auditor.
Stop watching vendors walk into your clients.
Start being the vendor.
30-minute reseller demo, in your own demo environment, with a working white-labeled agent on a live phone number. Bring your top 3 client names — we'll show you exactly how the rollout looks.
The Zero Trust service desk
designed for the channel.
MSP Process is the only platform purpose-built for managed service providers — multi-tenant from day one, channel-exclusive go-to-market, native to the PSAs you already run. Built by Patrick Leonard, who founded Backup Radar after 15 years operating his own MSP.
What MSP Process actually does for you.
Pick the outcome that matters most this quarter. The platform delivers all six.
Stop helpdesk vishing.
Verify every caller and every technician before any privileged action. Patent-pending bidirectional verification — closes both sides of the social engineering attack.
Stop Social Engineering →Cover after-hours without a hire.
A 24/7 AI Voice agent answers, verifies, opens, triages, and only escalates real P1s. Replaces the answering service, the night-shift hire, and the buzzing on-call cell phone.
After-Hours Coverage →Unify every channel.
Voice, Teams, SMS, WhatsApp, email, portal, chat — all into one verified queue with consistent SLA timers and full ticket context. The dispatcher sees one view.
Multi-Channel Service Desk →Scale without headcount.
AI Voice, AI triage, automation bots, ScheduleAssist — eliminate 30–50% of repetitive Tier 1 work. Same team. More clients. Better margin.
Scale Without Hiring →Drive new revenue.
Resell white-labeled AI Voice, EUV, Tech Verification, and Secure Data Send to your clients as premium services. 40–67% gross margin on every seat.
Drive New Revenue →Everything an MSP service desk needs.
Three deeply integrated pillars — Zero Trust Identity, Orchestration, and Automation. One bill. One audit trail.
Zero Trust Identity
End User Verification across every channel · Reverse Tech Verification (Patent Pending) · Secure Data Send · AI Voice in-call MFA.
Pillar 1Orchestration Layer
Teams · SMS · WhatsApp · AI Voice · Email · Portal · Live Chat — all into one verified queue with SLA-aware routing.
Pillar 2Automation & Notifications
AI Triage · Automation Bots · Quick Ticketing · ScheduleAssist · Outbound Notifications · SMS Broadcast · Password Reset.
Pillar 3Drops into the stack you already run.
Bidirectional, identity-stamped, audit-logged sync with the PSA / RMM / ITSM tools the channel actually uses.
PSA / RMM · ITSM · Identity · Collaboration. Full directory →
What 1000+ MSPs measure on day 90.
Average impact across the first 90 days on the platform.
Built for MSPs.
By an MSP operator.
Book a 30-minute demo with one of our solution engineers — they all came out of MSP service desks. Bring your stack, your ticket volume, your client list. We'll model the impact with your numbers.
Stop the helpdesk attack.
Verify every caller. Automate every call.
MSP Process secures the most-attacked surface in your enterprise — the IT helpdesk. AI Voice answers and verifies every call. Native ServiceNow, Zendesk, and Freshservice integrations log every action with full chain-of-custody. Built for IT teams supporting 1,000 to 100,000+ employees.
The helpdesk is how attackers get in.
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.
10-minute phone call. $100M+ in losses.
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.
Helpdesk vishing → 3 weeks of downtime.
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.
Vendor helpdesk breach. 27 customers compromised.
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.
Every call answered. Every caller verified. Every ticket logged.
A 24/7 enterprise voice agent that answers every helpdesk call, verifies the caller through your SSO + MFA, opens a ticket in ServiceNow / Zendesk / Freshservice, triages it by urgency and SLA, and routes to the right team — before a human ever picks up.
24/7 always-on coverage
Zero hold time, infinite concurrency, fluent in 30+ languages with regional accents.
Identity verification on the call
SSO push to Okta / Entra ID / Ping. Microsoft Authenticator, Duo, Photo ID, secure one-time links — Patent-Pending verification chain.
AI triage & SLA-aware routing
Category, priority, contract SLA, VIP routing, on-call escalation — applied before a human looks at the ticket.
Full chain-of-custody log
Every utterance, verification step, and routing decision streamed to your SIEM (Splunk, Sentinel, QRadar, Chronicle) and stored in your ITSM ticket.
Vishing-resistant by design
The agent will not reset credentials, share secrets, or take privileged action without a verified end-user identity. Period.
Verify everyone. Trust nothing.
A defense-in-depth verification stack purpose-built for the enterprise helpdesk — not bolted on after the fact.
End User Verification
Verify every employee on every channel: AI Voice, Teams, SMS, WhatsApp, Email, Portal, Live Chat. 13+ verification methods natively embedded — Microsoft Authenticator, Duo, Photo ID, secure one-time links, AI Voice MFA, and more.
EVERY CHANNELReverse Technician Verification
Employees 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. Stops impersonation cold.
PATENT PENDINGSSO + SCIM Native
Okta, Entra ID, Ping, OneLogin. SCIM 2.0 provisioning so users, groups, VIP flags, and termination events sync automatically. No identity store to maintain. No drift.
OKTA · ENTRA · PINGSIEM / SOAR streaming
Every verification, every call, every privileged action streamed in real time to Splunk, Microsoft Sentinel, QRadar, or Chronicle. Immutable audit log. Tamper-evident hash chain.
REAL-TIME EXPORTData residency
US, EU, APAC, Canada regions. Customer-controlled encryption keys (BYOK / HYOK) on enterprise plans. Region-pinned tenants for sovereignty requirements.
BYOK · REGIONALPrivileged action gates
Password resets, MFA reset, account unlock, secret share — every privileged helpdesk action requires verified identity from the requester AND verified authority of the agent. No exceptions.
DEFAULT-DENYDrops into your ITSM. Doesn't replace it.
MSP Process layers verified intake, AI Voice, and Zero Trust on top of the system you already run — no migration, no parallel stack. Native, deep, bidirectional.
- Bidirectional incident, request, and problem sync — no parallel records.
- Identity context written to every ticket: caller, verification method, MFA evidence.
- Voice transcript + recording attached to the incident automatically.
- CMDB-aware routing — affected CI mapped from caller's tenant.
- Approval flows trigger from the ITSM record (Flow Designer compatible).
- Custom table mapping for enterprise tenants on Yokohama, Washington, Vancouver.
- Native sidebar app — verified identity panel inside every ticket view.
- Voice calls auto-create tickets with transcript, sentiment, and audit log.
- Triggers + automations fire on verification status (verified / failed / suspicious).
- End-user identity attached to requesters; no shadow contacts.
- Skills-based routing aware of contract SLA + VIP flag from MSP Process.
- Macros that require MFA before executing privileged actions.
- Bidirectional sync of tickets, requesters, departments, and assets.
- Verified identity stamp on every ticket — required for privileged workflows.
- AI Voice transcripts attach to tickets and feed Freshservice's Freddy AI summarizer.
- SLA-aware triage from MSP Process applied before queue assignment.
- Workflow Automator hooks for Zero Trust password resets and MFA challenges.
- Asset and CMDB context surfaced to the AI Voice agent during the call.
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).
One dashboard. Every helpdesk signal.
Posture, productivity, and risk — at a glance, in real time.
Talk to enterprise.
Get a tailored security review.
30 minutes with a solutions engineer. We will 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.
White-label everything. Own the margin.
Your clients see your logo, your URL, your experience. You keep 40-67% gross margin on every AI Voice, EUV, Tech Verification, and Secure Data Send subscription you resell.
Tools sell direct. Margins evaporate.
Brand it. Price it. Sell it. Own it.
Brand
Upload your logo, colors, URL. Every touchpoint your client sees is yours.
Price
Wholesale list is transparent. You mark up to your retail — we don't get involved.
Sell
Use our sales decks, demo scripts, and ROI calculators. Or make your own.
Bill
You bill the client. We bill you. Clean, simple, predictable.
Four premium services. Client-branded.
AI Voice Concierge
24/7 white-labeled voice line for your client's employees.
User Verification
Zero Trust identity for every helpdesk interaction — client-branded.
Tech Verification
Patent-pending reverse ID — client verifies your tech's identity.
Secure Data Send
Encrypted credential + file sharing portal under your brand.
Compliance Reports
Monthly attestation PDFs with your letterhead and signatures.
Branded Portal & Teams Bot
Your name on the ticket portal. Your name in Teams. Your relationship.
Partner portal — your reseller dashboard.
Stop referring. Start reselling.
Join the AI Voice Reseller Program and stand up your first custom client receptionist in under 30 days.
Connect MSP Process with the tools you already run.
MSP Process is built to integrate seamlessly with the best-of-breed PSA, RMM, identity, and collaboration tools MSPs and IT teams already use. Bidirectional sync, event webhooks, and unified identity across your whole stack.
Your PSA, extended.
Every ticket, company, contact, SLA, and time entry syncs bidirectionally — MSP Process adds Zero Trust identity and AI orchestration on top of the PSA you already run.
ConnectWise PSA
The industry-standard MSP PSA. Full bi-directional ticket, company, SLA, and time-entry sync.
Datto Autotask
Enterprise MSP PSA. Native webhooks, contract-aware ticket routing, asset linking.
ServiceNow
Enterprise ITSM integration. Incident, change, and problem record sync for internal IT.
HaloPSA
Modern MSP PSA. Deep field mapping, custom workflow triggers, SLA enforcement.
Kaseya BMS
Kaseya BMS ticketing sync, time capture, and billing integration.
SuperOps
Unified PSA+RMM. Ticket, asset, and automation sync with MSP Process identity.
Meet your users where they are.
Teams, Authenticator, Duo — MSP Process plugs into the identity and collaboration tools your clients already have open all day.
Microsoft Teams
Ticketing inside Teams. DM a bot, @mention a channel — a verified ticket opens instantly.
Microsoft Authenticator
Push verification for EUV. Zero Trust identity on every ticket request.
Duo Security
Duo-native verification flows for MSPs running Cisco Duo as their MFA provider.
Plug into your existing helpdesk.
Running Syncro, Freshworks or Zendesk? MSP Process layers identity, AI triage, and orchestration on top — without replacing your helpdesk of record.
Syncro
Native Syncro integration. Ticket sync, asset context, and tech assignment automation.
Freshworks
Freshdesk & Freshservice integration. Two-way ticket sync with verified identity attached.
Zendesk
Zendesk connector for MSPs supporting enterprise clients on Zendesk Support.
We build integrations by request.
REST API, webhook events, Zapier, and a growing partner SDK. If your PSA, RMM, or identity tool isn't listed, we can usually have a working integration in 2-4 weeks.
One platform. Every tool.
MSP Process doesn't replace your stack — it orchestrates it. Book a demo to see how your integrations come alive.
×
Stop vishing attacks. Stay inside ConnectWise.
MSP Process embeds a Zero Trust security and communications layer directly inside ConnectWise. One native panel. Zero context-switching. Every action — verification, AI Voice, secure data, SMS, Teams, WhatsApp — written back to the ticket.
ConnectWise knows the ticket. It doesn’t know the caller.
Your PSA is built to manage work — not to verify the human on the other end of a phone call, a Teams DM, or a portal request. That gap is where social engineering lives. MSP Process closes it.
- Caller spoofs a CFO and calls the helpdesk
- Ticket opens in CW with no identity check
- Tech resets password · grants MFA bypass
- No identity audit trail to defend the action
- Breach traced through PSA — root cause unclear
- AI Voice answers and runs EUV before any action
- Verified ticket created in CW with transcript & identity
- Tech picks it up with a green identity badge attached
- Every action logs back to the CW ticket automatically
- Full audit chain — ready for SOC 2, HIPAA, cyber carrier
Every call verified. Every ticket pre-built in ConnectWise.
No webhooks, no scripts, no waiting on a sync. Identity confirmed before a human ever touches the ticket — written live into your PSA.
AI answers in < 30s
AI VoiceAssist picks up in your brand voice, captures the reason for the call, and starts the verification flow.
Identity verified
Authenticator or Duo push to the registered device, plus an EUV challenge. Approved by the real account owner — not the caller’s voice.
Verified CW ticket created
A new ticket lands in ConnectWise with full transcript, identity chain, AI-classified category, priority, and SLA — auto-routed to the right resource.
Tech resolves with context
Your tech picks up a pre-verified ticket. Every action — replies, secure links, time entries — logs back to the ConnectWise record.
Eleven capabilities. One native panel.
A single embedded tab inside ConnectWise gives your techs every MSP Process capability — without ever leaving the ticket.
Verify any end user from inside the CW ticket using Authenticator, Duo, Teams, SMS, Email, or Voice Call. Every attempt auto-logs to the ticket.
See how it works →Prove your tech is really your tech before any sensitive action. Every verification logged to the CW ticket with full audit trail.
See how it works →Send temporary passwords, credentials, and sensitive files through brandable secure links that expire after use. No lingering data in inboxes.
See how it works →Answers after-hours calls, captures issue details, creates and updates CW tickets, and auto-generates time entries from full call transcripts.
See how it works →AI categorization and prioritization on every inbound CW ticket. SLA tags applied automatically. Clean hand-off to dispatch.
See how it works →Clients book verified appointments on your branded scheduling page. EUV runs before the slot is confirmed; the appointment writes back to CW.
See how it works →Configure rotations inside CW. Automated SMS and push alerts to the right tech, with escalations if the primary doesn’t respond.
See how it works →Conditional rules drive alerts via SMS, Teams, push, or email — based on priority, SLA breach risk, category, or any custom criteria.
See how it works →AI VoiceAssist runs the full reset on the call — verifies the caller, force-resets in Entra ID / AD, and delivers a branded one-time link. Or trigger it manually from the tech pod inside ConnectWise.
See how it works →Ticket alerts, end-user verification, and two-way ticket collaboration — all without leaving Teams. Every interaction logged back to CW.
See how it works →Send and receive SMS / MMS directly in CW. Photos for remote diagnosis. No personal phone numbers. Every thread auto-attached to the ticket.
See how it works →Two-way WhatsApp ticketing with read receipts and media. Threaded into the CW ticket — verified identity, full audit trail.
See how it works →Mass SMS to all clients or targeted segments from inside CW. Outage and maintenance alerts in seconds. Two-way replies tracked in PSA.
See how it works →Bidirectional. Sub-second. Audit-ready every time.
Every event in MSP Process writes back to ConnectWise — and every action in CW triggers the right MSP Process workflow. No webhooks to babysit.
15 minutes. No professional services.
OAuth into your ConnectWise tenant, choose what flows are enabled, and your techs are working inside the new panel today — not in eight weeks.
MSP Process is a fabulous product for any MSP running ConnectWise. The integration is seamless — tickets, identity, AI Voice, secure links, all in one tab. Patrick and his team are a joy to work with.
Spin it up in 15 minutes. Verified tickets the same day.
Book a 30-minute demo. We’ll OAuth into a sandbox CW tenant on the call, show the panel rendering live, and walk through the identity chain on a real ticket.
×
Stop vishing attacks. Stay inside Autotask.
MSP Process embeds a Zero Trust security and communications layer directly inside Autotask. One native panel. Zero context-switching. Every action — verification, AI Voice, secure data, SMS, Teams, WhatsApp — written back to the ticket.
Autotask knows the ticket. It doesn’t know the caller.
Your PSA is built to manage work — not to verify the human on the other end of a phone call, a Teams DM, or a portal request. That gap is where social engineering lives. MSP Process closes it.
- Caller spoofs a CFO and calls the helpdesk
- Ticket opens in Autotask with no identity check
- Tech resets password · grants MFA bypass
- No identity audit trail to defend the action
- Breach traced through PSA — root cause unclear
- AI Voice answers and runs EUV before any action
- Verified ticket created in Autotask with transcript & identity
- Tech picks it up with a green identity badge attached
- Every action logs back to the Autotask ticket automatically
- Full audit chain — ready for SOC 2, HIPAA, cyber carrier
Every call verified. Every ticket pre-built in Autotask.
No webhooks, no scripts, no waiting on a sync. Identity confirmed before a human ever touches the ticket — written live into your PSA.
AI answers in < 30s
AI VoiceAssist picks up in your brand voice, captures the reason for the call, and starts the verification flow.
Identity verified
Authenticator or Duo push to the registered device, plus an EUV challenge. Approved by the real account owner — not the caller’s voice.
Verified Autotask ticket created
A new ticket lands in Autotask with full transcript, identity chain, AI-classified category, priority, and SLA — auto-routed to the right resource.
Tech resolves with context
Your tech picks up a pre-verified ticket. Every action — replies, secure links, time entries — logs back to the Autotask record.
Eleven capabilities. One native panel.
A single embedded tab inside Autotask gives your techs every MSP Process capability — without ever leaving the ticket.
Verify any end user from inside the Autotask ticket using Authenticator, Duo, Teams, SMS, Email, or Voice Call. Every attempt auto-logs to the ticket.
See how it works →Prove your tech is really your tech before any sensitive action. Every verification logged to the Autotask ticket with full audit trail.
See how it works →Send temporary passwords, credentials, and sensitive files through brandable secure links that expire after use. No lingering data in inboxes.
See how it works →Answers after-hours calls, captures issue details, creates and updates Autotask tickets, and auto-generates time entries from full call transcripts.
See how it works →AI categorization and prioritization on every inbound Autotask ticket. SLA tags applied automatically. Clean hand-off to dispatch.
See how it works →Clients book verified appointments on your branded scheduling page. EUV runs before the slot is confirmed; the appointment writes back to Autotask.
See how it works →Configure rotations inside Autotask. Automated SMS and push alerts to the right tech, with escalations if the primary doesn’t respond.
See how it works →Conditional rules drive alerts via SMS, Teams, push, or email — based on priority, SLA breach risk, category, or any custom criteria.
See how it works →AI VoiceAssist runs the full reset on the call — verifies the caller, force-resets in Entra ID / AD, and delivers a branded one-time link. Or trigger it manually from the tech pod inside Autotask.
See how it works →Ticket alerts, end-user verification, and two-way ticket collaboration — all without leaving Teams. Every interaction logged back to Autotask.
See how it works →Send and receive SMS / MMS directly in Autotask. Photos for remote diagnosis. No personal phone numbers. Every thread auto-attached to the ticket.
See how it works →Two-way WhatsApp ticketing with read receipts and media. Threaded into the Autotask ticket — verified identity, full audit trail.
See how it works →Mass SMS to all clients or targeted segments from inside Autotask. Outage and maintenance alerts in seconds. Two-way replies tracked in PSA.
See how it works →Bidirectional. Sub-second. Audit-ready every time.
Every event in MSP Process writes back to Autotask — and every action in Autotask triggers the right MSP Process workflow. No webhooks to babysit.
15 minutes. No professional services.
OAuth into your Autotask tenant, choose what flows are enabled, and your techs are working inside the new panel today — not in eight weeks.
MSP Process is a fabulous product for any MSP running Autotask. The integration is seamless — tickets, identity, AI Voice, secure links, all in one tab. Patrick and his team are a joy to work with.
Spin it up in 15 minutes. Verified tickets the same day.
Book a 30-minute demo. We’ll OAuth into a sandbox Autotask tenant on the call, show the panel rendering live, and walk through the identity chain on a real ticket.
×
Stop vishing attacks. Stay inside ServiceNow.
MSP Process embeds a Zero Trust security and communications layer directly inside ServiceNow. One native panel. Zero context-switching. Every action — verification, AI Voice, secure data, SMS, Teams, WhatsApp — written back to the ticket.
ServiceNow knows the ticket. It doesn’t know the caller.
Your PSA is built to manage work — not to verify the human on the other end of a phone call, a Teams DM, or a portal request. That gap is where social engineering lives. MSP Process closes it.
- Caller spoofs a CFO and calls the helpdesk
- Ticket opens in ServiceNow with no identity check
- Tech resets password · grants MFA bypass
- No identity audit trail to defend the action
- Breach traced through PSA — root cause unclear
- AI Voice answers and runs EUV before any action
- Verified ticket created in ServiceNow with transcript & identity
- Tech picks it up with a green identity badge attached
- Every action logs back to the ServiceNow ticket automatically
- Full audit chain — ready for SOC 2, HIPAA, cyber carrier
Every call verified. Every ticket pre-built in ServiceNow.
No webhooks, no scripts, no waiting on a sync. Identity confirmed before a human ever touches the ticket — written live into your PSA.
AI answers in < 30s
AI VoiceAssist picks up in your brand voice, captures the reason for the call, and starts the verification flow.
Identity verified
Authenticator or Duo push to the registered device, plus an EUV challenge. Approved by the real account owner — not the caller’s voice.
Verified ServiceNow ticket created
A new ticket lands in ServiceNow with full transcript, identity chain, AI-classified category, priority, and SLA — auto-routed to the right resource.
Tech resolves with context
Your tech picks up a pre-verified ticket. Every action — replies, secure links, time entries — logs back to the ServiceNow record.
Eleven capabilities. One native panel.
A single embedded tab inside ServiceNow gives your techs every MSP Process capability — without ever leaving the ticket.
Verify any end user from inside the ServiceNow ticket using Authenticator, Duo, Teams, SMS, Email, or Voice Call. Every attempt auto-logs to the ticket.
See how it works →Prove your tech is really your tech before any sensitive action. Every verification logged to the ServiceNow ticket with full audit trail.
See how it works →Send temporary passwords, credentials, and sensitive files through brandable secure links that expire after use. No lingering data in inboxes.
See how it works →Answers after-hours calls, captures issue details, creates and updates ServiceNow tickets, and auto-generates time entries from full call transcripts.
See how it works →AI categorization and prioritization on every inbound ServiceNow ticket. SLA tags applied automatically. Clean hand-off to dispatch.
See how it works →Clients book verified appointments on your branded scheduling page. EUV runs before the slot is confirmed; the appointment writes back to ServiceNow.
See how it works →Configure rotations inside ServiceNow. Automated SMS and push alerts to the right tech, with escalations if the primary doesn’t respond.
See how it works →Conditional rules drive alerts via SMS, Teams, push, or email — based on priority, SLA breach risk, category, or any custom criteria.
See how it works →AI VoiceAssist runs the full reset on the call — verifies the caller, force-resets in Entra ID / AD, and delivers a branded one-time link. Or trigger it manually from the tech pod inside ServiceNow.
See how it works →Ticket alerts, end-user verification, and two-way ticket collaboration — all without leaving Teams. Every interaction logged back to ServiceNow.
See how it works →Send and receive SMS / MMS directly in ServiceNow. Photos for remote diagnosis. No personal phone numbers. Every thread auto-attached to the ticket.
See how it works →Two-way WhatsApp ticketing with read receipts and media. Threaded into the ServiceNow ticket — verified identity, full audit trail.
See how it works →Mass SMS to all clients or targeted segments from inside ServiceNow. Outage and maintenance alerts in seconds. Two-way replies tracked in PSA.
See how it works →Bidirectional. Sub-second. Audit-ready every time.
Every event in MSP Process writes back to ServiceNow — and every action in ServiceNow triggers the right MSP Process workflow. No webhooks to babysit.
15 minutes. No professional services.
OAuth into your ServiceNow tenant, choose what flows are enabled, and your techs are working inside the new panel today — not in eight weeks.
MSP Process is a fabulous product for any MSP running ServiceNow. The integration is seamless — tickets, identity, AI Voice, secure links, all in one tab. Patrick and his team are a joy to work with.
Spin it up in 15 minutes. Verified tickets the same day.
Book a 30-minute demo. We’ll OAuth into a sandbox ServiceNow tenant on the call, show the panel rendering live, and walk through the identity chain on a real ticket.
×
Stop vishing attacks. Stay inside Halo.
MSP Process embeds a Zero Trust security and communications layer directly inside HaloPSA. One native panel. Zero context-switching. Every action — verification, AI Voice, secure data, SMS, Teams, WhatsApp — written back to the ticket.
HaloPSA knows the ticket. It doesn’t know the caller.
Your PSA is built to manage work — not to verify the human on the other end of a phone call, a Teams DM, or a portal request. That gap is where social engineering lives. MSP Process closes it.
- Caller spoofs a CFO and calls the helpdesk
- Ticket opens in Halo with no identity check
- Tech resets password · grants MFA bypass
- No identity audit trail to defend the action
- Breach traced through PSA — root cause unclear
- AI Voice answers and runs EUV before any action
- Verified ticket created in Halo with transcript & identity
- Tech picks it up with a green identity badge attached
- Every action logs back to the Halo ticket automatically
- Full audit chain — ready for SOC 2, HIPAA, cyber carrier
Every call verified. Every ticket pre-built in Halo.
No webhooks, no scripts, no waiting on a sync. Identity confirmed before a human ever touches the ticket — written live into your PSA.
AI answers in < 30s
AI VoiceAssist picks up in your brand voice, captures the reason for the call, and starts the verification flow.
Identity verified
Authenticator or Duo push to the registered device, plus an EUV challenge. Approved by the real account owner — not the caller’s voice.
Verified Halo ticket created
A new ticket lands in HaloPSA with full transcript, identity chain, AI-classified category, priority, and SLA — auto-routed to the right resource.
Tech resolves with context
Your tech picks up a pre-verified ticket. Every action — replies, secure links, time entries — logs back to the Halo record.
Eleven capabilities. One native panel.
A single embedded tab inside HaloPSA gives your techs every MSP Process capability — without ever leaving the ticket.
Verify any end user from inside the Halo ticket using Authenticator, Duo, Teams, SMS, Email, or Voice Call. Every attempt auto-logs to the ticket.
See how it works →Prove your tech is really your tech before any sensitive action. Every verification logged to the Halo ticket with full audit trail.
See how it works →Send temporary passwords, credentials, and sensitive files through brandable secure links that expire after use. No lingering data in inboxes.
See how it works →Answers after-hours calls, captures issue details, creates and updates Halo tickets, and auto-generates time entries from full call transcripts.
See how it works →AI categorization and prioritization on every inbound Halo ticket. SLA tags applied automatically. Clean hand-off to dispatch.
See how it works →Clients book verified appointments on your branded scheduling page. EUV runs before the slot is confirmed; the appointment writes back to Halo.
See how it works →Configure rotations inside Halo. Automated SMS and push alerts to the right tech, with escalations if the primary doesn’t respond.
See how it works →Conditional rules drive alerts via SMS, Teams, push, or email — based on priority, SLA breach risk, category, or any custom criteria.
See how it works →AI VoiceAssist runs the full reset on the call — verifies the caller, force-resets in Entra ID / AD, and delivers a branded one-time link. Or trigger it manually from the tech pod inside HaloPSA.
See how it works →Ticket alerts, end-user verification, and two-way ticket collaboration — all without leaving Teams. Every interaction logged back to Halo.
See how it works →Send and receive SMS / MMS directly in Halo. Photos for remote diagnosis. No personal phone numbers. Every thread auto-attached to the ticket.
See how it works →Two-way WhatsApp ticketing with read receipts and media. Threaded into the Halo ticket — verified identity, full audit trail.
See how it works →Mass SMS to all clients or targeted segments from inside Halo. Outage and maintenance alerts in seconds. Two-way replies tracked in PSA.
See how it works →Bidirectional. Sub-second. Audit-ready every time.
Every event in MSP Process writes back to HaloPSA — and every action in Halo triggers the right MSP Process workflow. No webhooks to babysit.
15 minutes. No professional services.
OAuth into your HaloPSA tenant, choose what flows are enabled, and your techs are working inside the new panel today — not in eight weeks.
MSP Process is a fabulous product for any MSP running HaloPSA. The integration is seamless — tickets, identity, AI Voice, secure links, all in one tab. Patrick and his team are a joy to work with.
Spin it up in 15 minutes. Verified tickets the same day.
Book a 30-minute demo. We’ll OAuth into a sandbox Halo tenant on the call, show the panel rendering live, and walk through the identity chain on a real ticket.
×
Stop vishing attacks. Stay inside BMS.
MSP Process embeds a Zero Trust security and communications layer directly inside Kaseya BMS. One native panel. Zero context-switching. Every action — verification, AI Voice, secure data, SMS, Teams, WhatsApp — written back to the ticket.
Kaseya BMS knows the ticket. It doesn’t know the caller.
Your PSA is built to manage work — not to verify the human on the other end of a phone call, a Teams DM, or a portal request. That gap is where social engineering lives. MSP Process closes it.
- Caller spoofs a CFO and calls the helpdesk
- Ticket opens in BMS with no identity check
- Tech resets password · grants MFA bypass
- No identity audit trail to defend the action
- Breach traced through PSA — root cause unclear
- AI Voice answers and runs EUV before any action
- Verified ticket created in BMS with transcript & identity
- Tech picks it up with a green identity badge attached
- Every action logs back to the BMS ticket automatically
- Full audit chain — ready for SOC 2, HIPAA, cyber carrier
Every call verified. Every ticket pre-built in BMS.
No webhooks, no scripts, no waiting on a sync. Identity confirmed before a human ever touches the ticket — written live into your PSA.
AI answers in < 30s
AI VoiceAssist picks up in your brand voice, captures the reason for the call, and starts the verification flow.
Identity verified
Authenticator or Duo push to the registered device, plus an EUV challenge. Approved by the real account owner — not the caller’s voice.
Verified BMS ticket created
A new ticket lands in Kaseya BMS with full transcript, identity chain, AI-classified category, priority, and SLA — auto-routed to the right resource.
Tech resolves with context
Your tech picks up a pre-verified ticket. Every action — replies, secure links, time entries — logs back to the BMS record.
Eleven capabilities. One native panel.
A single embedded tab inside Kaseya BMS gives your techs every MSP Process capability — without ever leaving the ticket.
Verify any end user from inside the BMS ticket using Authenticator, Duo, Teams, SMS, Email, or Voice Call. Every attempt auto-logs to the ticket.
See how it works →Prove your tech is really your tech before any sensitive action. Every verification logged to the BMS ticket with full audit trail.
See how it works →Send temporary passwords, credentials, and sensitive files through brandable secure links that expire after use. No lingering data in inboxes.
See how it works →Answers after-hours calls, captures issue details, creates and updates BMS tickets, and auto-generates time entries from full call transcripts.
See how it works →AI categorization and prioritization on every inbound BMS ticket. SLA tags applied automatically. Clean hand-off to dispatch.
See how it works →Clients book verified appointments on your branded scheduling page. EUV runs before the slot is confirmed; the appointment writes back to BMS.
See how it works →Configure rotations inside BMS. Automated SMS and push alerts to the right tech, with escalations if the primary doesn’t respond.
See how it works →Conditional rules drive alerts via SMS, Teams, push, or email — based on priority, SLA breach risk, category, or any custom criteria.
See how it works →AI VoiceAssist runs the full reset on the call — verifies the caller, force-resets in Entra ID / AD, and delivers a branded one-time link. Or trigger it manually from the tech pod inside Kaseya BMS.
See how it works →Ticket alerts, end-user verification, and two-way ticket collaboration — all without leaving Teams. Every interaction logged back to BMS.
See how it works →Send and receive SMS / MMS directly in BMS. Photos for remote diagnosis. No personal phone numbers. Every thread auto-attached to the ticket.
See how it works →Two-way WhatsApp ticketing with read receipts and media. Threaded into the BMS ticket — verified identity, full audit trail.
See how it works →Mass SMS to all clients or targeted segments from inside BMS. Outage and maintenance alerts in seconds. Two-way replies tracked in PSA.
See how it works →Bidirectional. Sub-second. Audit-ready every time.
Every event in MSP Process writes back to Kaseya BMS — and every action in BMS triggers the right MSP Process workflow. No webhooks to babysit.
15 minutes. No professional services.
OAuth into your Kaseya BMS tenant, choose what flows are enabled, and your techs are working inside the new panel today — not in eight weeks.
MSP Process is a fabulous product for any MSP running Kaseya BMS. The integration is seamless — tickets, identity, AI Voice, secure links, all in one tab. Patrick and his team are a joy to work with.
Spin it up in 15 minutes. Verified tickets the same day.
Book a 30-minute demo. We’ll OAuth into a sandbox BMS tenant on the call, show the panel rendering live, and walk through the identity chain on a real ticket.
×
Stop vishing attacks. Stay inside SuperOps.
MSP Process embeds a Zero Trust security and communications layer directly inside SuperOps. One native panel. Zero context-switching. Every action — verification, AI Voice, secure data, SMS, Teams, WhatsApp — written back to the ticket.
SuperOps knows the ticket. It doesn’t know the caller.
Your PSA is built to manage work — not to verify the human on the other end of a phone call, a Teams DM, or a portal request. That gap is where social engineering lives. MSP Process closes it.
- Caller spoofs a CFO and calls the helpdesk
- Ticket opens in SuperOps with no identity check
- Tech resets password · grants MFA bypass
- No identity audit trail to defend the action
- Breach traced through PSA — root cause unclear
- AI Voice answers and runs EUV before any action
- Verified ticket created in SuperOps with transcript & identity
- Tech picks it up with a green identity badge attached
- Every action logs back to the SuperOps ticket automatically
- Full audit chain — ready for SOC 2, HIPAA, cyber carrier
Every call verified. Every ticket pre-built in SuperOps.
No webhooks, no scripts, no waiting on a sync. Identity confirmed before a human ever touches the ticket — written live into your PSA.
AI answers in < 30s
AI VoiceAssist picks up in your brand voice, captures the reason for the call, and starts the verification flow.
Identity verified
Authenticator or Duo push to the registered device, plus an EUV challenge. Approved by the real account owner — not the caller’s voice.
Verified SuperOps ticket created
A new ticket lands in SuperOps with full transcript, identity chain, AI-classified category, priority, and SLA — auto-routed to the right resource.
Tech resolves with context
Your tech picks up a pre-verified ticket. Every action — replies, secure links, time entries — logs back to the SuperOps record.
Eleven capabilities. One native panel.
A single embedded tab inside SuperOps gives your techs every MSP Process capability — without ever leaving the ticket.
Verify any end user from inside the SuperOps ticket using Authenticator, Duo, Teams, SMS, Email, or Voice Call. Every attempt auto-logs to the ticket.
See how it works →Prove your tech is really your tech before any sensitive action. Every verification logged to the SuperOps ticket with full audit trail.
See how it works →Send temporary passwords, credentials, and sensitive files through brandable secure links that expire after use. No lingering data in inboxes.
See how it works →Answers after-hours calls, captures issue details, creates and updates SuperOps tickets, and auto-generates time entries from full call transcripts.
See how it works →AI categorization and prioritization on every inbound SuperOps ticket. SLA tags applied automatically. Clean hand-off to dispatch.
See how it works →Clients book verified appointments on your branded scheduling page. EUV runs before the slot is confirmed; the appointment writes back to SuperOps.
See how it works →Configure rotations inside SuperOps. Automated SMS and push alerts to the right tech, with escalations if the primary doesn’t respond.
See how it works →Conditional rules drive alerts via SMS, Teams, push, or email — based on priority, SLA breach risk, category, or any custom criteria.
See how it works →AI VoiceAssist runs the full reset on the call — verifies the caller, force-resets in Entra ID / AD, and delivers a branded one-time link. Or trigger it manually from the tech pod inside SuperOps.
See how it works →Ticket alerts, end-user verification, and two-way ticket collaboration — all without leaving Teams. Every interaction logged back to SuperOps.
See how it works →Send and receive SMS / MMS directly in SuperOps. Photos for remote diagnosis. No personal phone numbers. Every thread auto-attached to the ticket.
See how it works →Two-way WhatsApp ticketing with read receipts and media. Threaded into the SuperOps ticket — verified identity, full audit trail.
See how it works →Mass SMS to all clients or targeted segments from inside SuperOps. Outage and maintenance alerts in seconds. Two-way replies tracked in PSA.
See how it works →Bidirectional. Sub-second. Audit-ready every time.
Every event in MSP Process writes back to SuperOps — and every action in SuperOps triggers the right MSP Process workflow. No webhooks to babysit.
15 minutes. No professional services.
OAuth into your SuperOps tenant, choose what flows are enabled, and your techs are working inside the new panel today — not in eight weeks.
MSP Process is a fabulous product for any MSP running SuperOps. The integration is seamless — tickets, identity, AI Voice, secure links, all in one tab. Patrick and his team are a joy to work with.
Spin it up in 15 minutes. Verified tickets the same day.
Book a 30-minute demo. We’ll OAuth into a sandbox SuperOps tenant on the call, show the panel rendering live, and walk through the identity chain on a real ticket.
Ticketing inside Microsoft Teams.
MSP Process installs as a Teams app in every client tenant. End users open tickets by messaging a bot or mentioning a channel — identity verified automatically, routed to your PSA, responded on the same thread.
Your users live in Teams. Your helpdesk does not.
Employees ask for IT help in Teams chats all day. Most of those messages never become tickets — because creating one means leaving Teams.
One install. Every client tenant.
Multi-Tenant App
Single MSP Process Teams app deployable across every client tenant you manage.
Verified by Entra
Bot verifies identity via the client Entra ID tenant — no extra passwords.
DM or @Mention
Employees message the bot directly or @mention it in a channel.
Thread-to-Ticket
Every reply syncs back to the PSA ticket timeline.
Teams Becomes your intake surface.
Direct Bot Chat
DM the bot to open a ticket. Identity confirmed via push.
Channel @mention
@mention the bot in any channel — ticket opens with context.
Entra ID Verify
Push verification to Microsoft Authenticator — passwordless.
Thread Sync
Full Teams thread becomes the ticket conversation.
File Attach
Screenshots and attachments flow to the ticket automatically.
Update Notifications
Ticket updates delivered inside Teams — no email required.
Teams Dm becomes a verified ticket.
Put IT support where your users already live.
The Teams app deploys across every client tenant in a single admin consent — tickets in Teams from day one.
Passwordless EUV with Microsoft Authenticator.
Every inbound ticket request triggers a push to the end users Microsoft Authenticator app. Approve with Face ID or PIN and the ticket proceeds — decline, and the request is blocked with a full audit log.
Passwords are the attack surface.
Every password reset request to your helpdesk is a potential breach vector. MSP Process replaces passwords with a verified push — Microsoft Authenticator, Duo, Photo ID, or a secure one-time link.
Zero friction, zero passwords.
Entra ID Link
MSP Process connects to the client Entra ID tenant via SSO.
Push On Request
Every inbound ticket fires a push notification to the users Authenticator.
Biometric Approve
User approves with FaceID, TouchID, or secure PIN.
Signed Evidence
Verification is cryptographically signed and logged for compliance.
Every Microsoft Authenticator capability. Zero setup.
Push Approval
Single-tap verification — no codes to type.
Face / Touch ID
Device-bound biometrics. Phishing-resistant.
Phishing-Resistant
Conforms to NIST IAL2/AAL2 and FIDO2.
Signed Evidence
Every verification cryptographically signed and retained.
Decline = Block
Declined push blocks the ticket and alerts security.
Multi-Tenant
Works across every client Entra ID you manage.
Push in 4 seconds.
Kill passwords in your helpdesk.
Microsoft Authenticator is already installed on most of your client devices. MSP Process turns it into your verification layer overnight.
Zero Trust EUV via Cisco Duo.
Already running Duo for MFA? MSP Process uses Duos push flows and device trust signals to verify every helpdesk request — with Duo Admin Panel audit integration and full device compliance checks.
Duo Guards logins. Helpdesk still gets bypassed.
You pay for Duo to stop credential theft — but your helpdesk still takes password reset calls without any Duo check on the requester.
Duo-native verification flows.
Admin API Link
Connect the Duo Admin API — MSP Process never sees secrets beyond scope.
Push On Every Request
Every EUV event fires a Duo push to the users primary device.
Device Trust Eval
Duo device health, OS version, and location factored in.
Admin Panel Audit
Every verification appears in the Duo Admin Panel for unified audit.
Duo Capabilities, extended to helpdesk.
Duo Push
Native Duo push approval on every helpdesk ticket.
Device Trust
OS compliance, disk encryption, and firewall status checked.
Geo + Network
Geo-fencing and network posture policies enforced.
Duo Admin Logs
Every EUV event shows up in Duo Admin Panel audit trail.
Group Policies
Duo group policies respected for step-up auth.
No Helpdesk Bypass
Helpdesk cannot reset Duo enrollment without Duo-verified request.
Duo Push gate on helpdesk.
Your Duo investment. Extended to helpdesk.
Connect the Duo Admin API in minutes. Every helpdesk request now flows through your existing Duo policies.
×
Stop vishing attacks. Stay inside Syncro.
MSP Process embeds a Zero Trust security and communications layer directly inside Syncro. One native panel. Zero context-switching. Every action — verification, AI Voice, secure data, SMS, Teams, WhatsApp — written back to the ticket.
Syncro knows the ticket. It doesn’t know the caller.
Your PSA is built to manage work — not to verify the human on the other end of a phone call, a Teams DM, or a portal request. That gap is where social engineering lives. MSP Process closes it.
- Caller spoofs a CFO and calls the helpdesk
- Ticket opens in Syncro with no identity check
- Tech resets password · grants MFA bypass
- No identity audit trail to defend the action
- Breach traced through PSA — root cause unclear
- AI Voice answers and runs EUV before any action
- Verified ticket created in Syncro with transcript & identity
- Tech picks it up with a green identity badge attached
- Every action logs back to the Syncro ticket automatically
- Full audit chain — ready for SOC 2, HIPAA, cyber carrier
Every call verified. Every ticket pre-built in Syncro.
No webhooks, no scripts, no waiting on a sync. Identity confirmed before a human ever touches the ticket — written live into your PSA.
AI answers in < 30s
AI VoiceAssist picks up in your brand voice, captures the reason for the call, and starts the verification flow.
Identity verified
Authenticator or Duo push to the registered device, plus an EUV challenge. Approved by the real account owner — not the caller’s voice.
Verified Syncro ticket created
A new ticket lands in Syncro with full transcript, identity chain, AI-classified category, priority, and SLA — auto-routed to the right resource.
Tech resolves with context
Your tech picks up a pre-verified ticket. Every action — replies, secure links, time entries — logs back to the Syncro record.
Eleven capabilities. One native panel.
A single embedded tab inside Syncro gives your techs every MSP Process capability — without ever leaving the ticket.
Verify any end user from inside the Syncro ticket using Authenticator, Duo, Teams, SMS, Email, or Voice Call. Every attempt auto-logs to the ticket.
See how it works →Prove your tech is really your tech before any sensitive action. Every verification logged to the Syncro ticket with full audit trail.
See how it works →Send temporary passwords, credentials, and sensitive files through brandable secure links that expire after use. No lingering data in inboxes.
See how it works →Answers after-hours calls, captures issue details, creates and updates Syncro tickets, and auto-generates time entries from full call transcripts.
See how it works →AI categorization and prioritization on every inbound Syncro ticket. SLA tags applied automatically. Clean hand-off to dispatch.
See how it works →Clients book verified appointments on your branded scheduling page. EUV runs before the slot is confirmed; the appointment writes back to Syncro.
See how it works →Configure rotations inside Syncro. Automated SMS and push alerts to the right tech, with escalations if the primary doesn’t respond.
See how it works →Conditional rules drive alerts via SMS, Teams, push, or email — based on priority, SLA breach risk, category, or any custom criteria.
See how it works →AI VoiceAssist runs the full reset on the call — verifies the caller, force-resets in Entra ID / AD, and delivers a branded one-time link. Or trigger it manually from the tech pod inside Syncro.
See how it works →Ticket alerts, end-user verification, and two-way ticket collaboration — all without leaving Teams. Every interaction logged back to Syncro.
See how it works →Send and receive SMS / MMS directly in Syncro. Photos for remote diagnosis. No personal phone numbers. Every thread auto-attached to the ticket.
See how it works →Two-way WhatsApp ticketing with read receipts and media. Threaded into the Syncro ticket — verified identity, full audit trail.
See how it works →Mass SMS to all clients or targeted segments from inside Syncro. Outage and maintenance alerts in seconds. Two-way replies tracked in PSA.
See how it works →Bidirectional. Sub-second. Audit-ready every time.
Every event in MSP Process writes back to Syncro — and every action in Syncro triggers the right MSP Process workflow. No webhooks to babysit.
15 minutes. No professional services.
OAuth into your Syncro tenant, choose what flows are enabled, and your techs are working inside the new panel today — not in eight weeks.
MSP Process is a fabulous product for any MSP running Syncro. The integration is seamless — tickets, identity, AI Voice, secure links, all in one tab. Patrick and his team are a joy to work with.
Spin it up in 15 minutes. Verified tickets the same day.
Book a 30-minute demo. We’ll OAuth into a sandbox Syncro tenant on the call, show the panel rendering live, and walk through the identity chain on a real ticket.
×
Stop vishing attacks. Stay inside Freshservice.
MSP Process embeds a Zero Trust security and communications layer directly inside Freshservice. One native panel. Zero context-switching. Every action — verification, AI Voice, secure data, SMS, Teams, WhatsApp — written back to the ticket.
Freshservice knows the ticket. It doesn’t know the caller.
Your PSA is built to manage work — not to verify the human on the other end of a phone call, a Teams DM, or a portal request. That gap is where social engineering lives. MSP Process closes it.
- Caller spoofs a CFO and calls the helpdesk
- Ticket opens in Freshservice with no identity check
- Tech resets password · grants MFA bypass
- No identity audit trail to defend the action
- Breach traced through PSA — root cause unclear
- AI Voice answers and runs EUV before any action
- Verified ticket created in Freshservice with transcript & identity
- Tech picks it up with a green identity badge attached
- Every action logs back to the Freshservice ticket automatically
- Full audit chain — ready for SOC 2, HIPAA, cyber carrier
Every call verified. Every ticket pre-built in Freshservice.
No webhooks, no scripts, no waiting on a sync. Identity confirmed before a human ever touches the ticket — written live into your PSA.
AI answers in < 30s
AI VoiceAssist picks up in your brand voice, captures the reason for the call, and starts the verification flow.
Identity verified
Authenticator or Duo push to the registered device, plus an EUV challenge. Approved by the real account owner — not the caller’s voice.
Verified Freshservice ticket created
A new ticket lands in Freshservice with full transcript, identity chain, AI-classified category, priority, and SLA — auto-routed to the right resource.
Tech resolves with context
Your tech picks up a pre-verified ticket. Every action — replies, secure links, time entries — logs back to the Freshservice record.
Eleven capabilities. One native panel.
A single embedded tab inside Freshservice gives your techs every MSP Process capability — without ever leaving the ticket.
Verify any end user from inside the Freshservice ticket using Authenticator, Duo, Teams, SMS, Email, or Voice Call. Every attempt auto-logs to the ticket.
See how it works →Prove your tech is really your tech before any sensitive action. Every verification logged to the Freshservice ticket with full audit trail.
See how it works →Send temporary passwords, credentials, and sensitive files through brandable secure links that expire after use. No lingering data in inboxes.
See how it works →Answers after-hours calls, captures issue details, creates and updates Freshservice tickets, and auto-generates time entries from full call transcripts.
See how it works →AI categorization and prioritization on every inbound Freshservice ticket. SLA tags applied automatically. Clean hand-off to dispatch.
See how it works →Clients book verified appointments on your branded scheduling page. EUV runs before the slot is confirmed; the appointment writes back to Freshservice.
See how it works →Configure rotations inside Freshservice. Automated SMS and push alerts to the right tech, with escalations if the primary doesn’t respond.
See how it works →Conditional rules drive alerts via SMS, Teams, push, or email — based on priority, SLA breach risk, category, or any custom criteria.
See how it works →AI VoiceAssist runs the full reset on the call — verifies the caller, force-resets in Entra ID / AD, and delivers a branded one-time link. Or trigger it manually from the tech pod inside Freshservice.
See how it works →Ticket alerts, end-user verification, and two-way ticket collaboration — all without leaving Teams. Every interaction logged back to Freshservice.
See how it works →Send and receive SMS / MMS directly in Freshservice. Photos for remote diagnosis. No personal phone numbers. Every thread auto-attached to the ticket.
See how it works →Two-way WhatsApp ticketing with read receipts and media. Threaded into the Freshservice ticket — verified identity, full audit trail.
See how it works →Mass SMS to all clients or targeted segments from inside Freshservice. Outage and maintenance alerts in seconds. Two-way replies tracked in PSA.
See how it works →Bidirectional. Sub-second. Audit-ready every time.
Every event in MSP Process writes back to Freshservice — and every action in Freshservice triggers the right MSP Process workflow. No webhooks to babysit.
15 minutes. No professional services.
OAuth into your Freshservice tenant, choose what flows are enabled, and your techs are working inside the new panel today — not in eight weeks.
MSP Process is a fabulous product for any MSP running Freshservice. The integration is seamless — tickets, identity, AI Voice, secure links, all in one tab. Patrick and his team are a joy to work with.
Spin it up in 15 minutes. Verified tickets the same day.
Book a 30-minute demo. We’ll OAuth into a sandbox Freshservice tenant on the call, show the panel rendering live, and walk through the identity chain on a real ticket.
×
Stop vishing attacks. Stay inside Zendesk.
MSP Process embeds a Zero Trust security and communications layer directly inside Zendesk. One native panel. Zero context-switching. Every action — verification, AI Voice, secure data, SMS, Teams, WhatsApp — written back to the ticket.
Zendesk knows the ticket. It doesn’t know the caller.
Your PSA is built to manage work — not to verify the human on the other end of a phone call, a Teams DM, or a portal request. That gap is where social engineering lives. MSP Process closes it.
- Caller spoofs a CFO and calls the helpdesk
- Ticket opens in Zendesk with no identity check
- Tech resets password · grants MFA bypass
- No identity audit trail to defend the action
- Breach traced through PSA — root cause unclear
- AI Voice answers and runs EUV before any action
- Verified ticket created in Zendesk with transcript & identity
- Tech picks it up with a green identity badge attached
- Every action logs back to the Zendesk ticket automatically
- Full audit chain — ready for SOC 2, HIPAA, cyber carrier
Every call verified. Every ticket pre-built in Zendesk.
No webhooks, no scripts, no waiting on a sync. Identity confirmed before a human ever touches the ticket — written live into your PSA.
AI answers in < 30s
AI VoiceAssist picks up in your brand voice, captures the reason for the call, and starts the verification flow.
Identity verified
Authenticator or Duo push to the registered device, plus an EUV challenge. Approved by the real account owner — not the caller’s voice.
Verified Zendesk ticket created
A new ticket lands in Zendesk with full transcript, identity chain, AI-classified category, priority, and SLA — auto-routed to the right resource.
Tech resolves with context
Your tech picks up a pre-verified ticket. Every action — replies, secure links, time entries — logs back to the Zendesk record.
Eleven capabilities. One native panel.
A single embedded tab inside Zendesk gives your techs every MSP Process capability — without ever leaving the ticket.
Verify any end user from inside the Zendesk ticket using Authenticator, Duo, Teams, SMS, Email, or Voice Call. Every attempt auto-logs to the ticket.
See how it works →Prove your tech is really your tech before any sensitive action. Every verification logged to the Zendesk ticket with full audit trail.
See how it works →Send temporary passwords, credentials, and sensitive files through brandable secure links that expire after use. No lingering data in inboxes.
See how it works →Answers after-hours calls, captures issue details, creates and updates Zendesk tickets, and auto-generates time entries from full call transcripts.
See how it works →AI categorization and prioritization on every inbound Zendesk ticket. SLA tags applied automatically. Clean hand-off to dispatch.
See how it works →Clients book verified appointments on your branded scheduling page. EUV runs before the slot is confirmed; the appointment writes back to Zendesk.
See how it works →Configure rotations inside Zendesk. Automated SMS and push alerts to the right tech, with escalations if the primary doesn’t respond.
See how it works →Conditional rules drive alerts via SMS, Teams, push, or email — based on priority, SLA breach risk, category, or any custom criteria.
See how it works →AI VoiceAssist runs the full reset on the call — verifies the caller, force-resets in Entra ID / AD, and delivers a branded one-time link. Or trigger it manually from the tech pod inside Zendesk.
See how it works →Ticket alerts, end-user verification, and two-way ticket collaboration — all without leaving Teams. Every interaction logged back to Zendesk.
See how it works →Send and receive SMS / MMS directly in Zendesk. Photos for remote diagnosis. No personal phone numbers. Every thread auto-attached to the ticket.
See how it works →Two-way WhatsApp ticketing with read receipts and media. Threaded into the Zendesk ticket — verified identity, full audit trail.
See how it works →Mass SMS to all clients or targeted segments from inside Zendesk. Outage and maintenance alerts in seconds. Two-way replies tracked in PSA.
See how it works →Bidirectional. Sub-second. Audit-ready every time.
Every event in MSP Process writes back to Zendesk — and every action in Zendesk triggers the right MSP Process workflow. No webhooks to babysit.
15 minutes. No professional services.
OAuth into your Zendesk tenant, choose what flows are enabled, and your techs are working inside the new panel today — not in eight weeks.
MSP Process is a fabulous product for any MSP running Zendesk. The integration is seamless — tickets, identity, AI Voice, secure links, all in one tab. Patrick and his team are a joy to work with.
Spin it up in 15 minutes. Verified tickets the same day.
Book a 30-minute demo. We’ll OAuth into a sandbox Zendesk tenant on the call, show the panel rendering live, and walk through the identity chain on a real ticket.
Words from the
people who run service desks.
23 verified Channel Program reviews from MSPs and IT teams running MSP Process in production. Every quote is real, every reviewer is named, every rating is independently verified.
From the desk of an MSP supporting thousands of users.
A complete Channel Program review — quote, rating breakdown, and the categories that matter to operators evaluating MSP automation.
Patrick and his team have been where we are and know the challenges of supporting thousands of users across the country. They know that to achieve world-class SLAs, you have to meet your customers where they are. In this case, it's on their mobile. MSP Process makes it seamless to integrate SMS with our PSA. Great tool.
22 more.
Filter by year, click any review with a verified subpage to read the full Q&A.
From the very first demo to the implementation the process was very smooth. We leverage the tool daily not only to validate users for support, but also to communicate with our clients that prefer SMS to email or phone calls. The tool has also replaced our email encryption tool. The MSP Process team has been responsive to all our questions. I can't recommend them enough!
MSP Process is a fabulous product for any MSP. We integrate with ConnectWise Manager, and it works seamlessly automating a number of our workflows. Patrick and his team are a joy to work with.
MSP Process has been a game changer overall for The Purple Guys. We leverage MSP Process extensively for End User Verification and more integrated communication with our clients such as SMS and their brandable client portal. The setup has been very quick and easy and we are able to show value immediately to our clients and offer security and peace of mind.
With an increase in social engineering and threat attempts at the help desk level, we realized something needed to be done quickly. Luckily, we discovered MSP Process. Their application allows us to implement an end user verification system quickly and easily. The system is quick and effective and plugs into our ConnectWise Manage instance. MSP Process is a must for any organization that fields end user support calls.
We are new users for this tool and are excited about what it can mean for verification of our users and the adoption of zero trust. I encountered the folks from MSP Process at CanIT conference and was fully blown away by how great they were.
We use MSP Process primarily for their automation tools to help wrangle the email notifications from various systems. After sitting with the team we were able to eliminate duplicate notifications and set up auto-close tickets for those pesky noise notifications. Having the tools to get email-notifications under control without any fancy API connection to my PSA has been a game changer.
We are very impressed with our partnership with the team at MSP Process. They all have quick communication and follow up to ensure we are getting all of the benefits. Our clients like the "text to communicate" as a faster way to get in touch with them which drives speed to resolve their issues. We have many government clients and the end-user verification is an important step in driving compliance. Highly recommend this product, and this team!
MSP Process is a must-add tool for MSPs. The onboarding was fast and easy, and Chris knew every little thing. I have never had a better onboarding experience with any other MSP product. The ability for clients to self-validate also helped clean up our Autotask information. Our clients are loving the proactive security we are bringing. We also signed up for AI Voice Assist and transitioned from an expensive calling service with excellent client feedback.
Our journey with MSP Process started after a serious phishing attempt happened with one of our clients. We were already looking at MSP Process and after that event we made it a priority to get this product into our environment as fast as possible. After running the product for over a year, we are extremely happy with the results. Our clients are happy that we made this push and security has been even better. The team is amazing to work with and they are constantly adding new features.
MSP Process has been a fantastic addition to our toolkit. The verification feature is easy for clients and supports a stronger security posture against social engineering. The MSP Process team is super easy to work with — they brought us through onboarding step by step and customized the rollout to fit our existing PSA workflows.
MSP Process has been an outstanding partner for our team. The platform is intuitive, the verification flows feel native inside our PSA, and the support team is genuinely responsive. We've seen measurable wins in compliance, technician time savings, and end-user satisfaction since rolling it out across our client base.
A real game changer for our help desk. Fast deployment, simple integration with ConnectWise, and the verification step now happens before we ever touch a sensitive change. The MSP Process team is responsive and constantly shipping improvements based on what they hear from MSPs.
MSP Process has streamlined how we handle inbound support requests. The end-user verification step gives our techs confidence that the person calling is who they say they are, and the SMS and client portal layers make it easy to communicate with clients on whatever channel works best for them. The team is constantly innovating and asking for our feedback.
MSP Process has been an absolute pleasure to work with from day one. Implementation was quick, the team trained us thoroughly, and our techs took to it almost immediately. The features are exactly what a modern MSP needs to handle helpdesk security and client communication at scale.
The MSP Process team has been a wonderful partner. They take the time to understand how we work and adapt the platform to fit our existing processes instead of forcing us to change. End user verification has eliminated a real risk we had been carrying for years, and our techs love how clean the workflow is inside ConnectWise.
A genuinely helpful product for any MSP serious about security. The verification workflow is fast — clients tap, our techs see green, work continues. No more reading passwords over the phone. The team is responsive and eager to help us get the most out of the platform.
MSP Process delivers exactly what they advertise. The product works, the integrations are clean, and the support team treats us like a partner rather than a ticket number. We rolled it out across our entire client base in weeks and the security and efficiency wins have been immediate.
MSP Process has been instrumental in tightening our helpdesk security posture. The platform integrates beautifully with our PSA, and the team behind it is constantly improving the product based on real MSP feedback. Highly recommended for any MSP who takes Zero Trust seriously.
Excellent platform with a team that genuinely cares. We evaluated several options before landing on MSP Process and it was the right call. The verification flow is clean, the integration with our PSA is solid, and the roadmap shows they listen to MSPs running real production helpdesks.
MSP Process has been a great fit for our MSP. The end user verification feature alone has saved us countless hours and given us peace of mind. The team is professional, responsive, and quick to add features when we ask. Easy recommendation for anyone running a service desk.
A genuinely strong product with a team that delivers on what they promise. The verification flow is effortless for end users and gives our technicians the assurance they need before any sensitive change. Onboarding was painless and the support has been first class.
MSP Process is professional, easy-to-use software partnered with an incredible team. Patrick and the entire MSP Process team really make it simple to setup and use the software, and are open to suggestions on how to better the product to help the end user experience. I am thrilled that we partnered with them, and am happy to recommend them any chance we get.
Recognized across the industry.
Awards, certifications, and the audit trail to back them up. Every reviewer above is a real, named operator running MSP Process in production — verified by Channel Program, the independent review platform for MSP software.
Their service desk runs on MSP Process.
Yours could too.
30-minute demo wired into your PSA, on-call rotation, and SLA windows. Run a verified booking flow against your tenant, live.
Built for MSPs supporting thousands of users.
Patrick and his team have been where we are and know the challenges of supporting thousands of users across the country. They know that to achieve world-class SLAs, you have to meet your customers where they are. In this case, it's on their mobile. MSP Process makes it seamless to integrate SMS with our PSA. Great tool.
View on Channel ProgramThe full review
Verbatim answers from S1 Technology's Channel Program submission.
See what S1 Technology saw.
30-minute demo wired into your PSA, on-call rotation, and SLA windows. Run a verified booking flow against your tenant, live.
From conference floor to daily-use tool.
We found MSP Process while attending a conference last year. From the very first demo to the implementation, the process was very smooth. We leverage the tool daily not only to validate users for support, but also to communicate with our clients that prefer SMS to email or phone calls.
The tool has also replaced our email encryption tool to allow us to send secure text and emails for sharing sensitive information. The MSP Process team has been responsive to all our questions and has provided outstanding support any time we have needed it. Lastly, they have been very responsive to our feedback and suggestions. I can't recommend them enough!
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Verbatim answers from Century Group's Channel Program submission.
See what Century Group saw.
From first demo to live in production, the path is short. Talk to our team and run a flow against your tenant.
A fabulous product, and a joy to work with.
MSP Process is a fabulous product for any MSP. We integrate with ConnectWise Manager, and it works seamlessly automating a number of our workflows. Patrick and his team are a joy to work with.
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Verbatim answers from David Allen IT Solutions' Channel Program submission.
See it inside ConnectWise Manage.
30-minute demo wired into your ConnectWise tenant. Real workflows, real automation, real fast.
A game changer for end-user verification.
MSP Process has been a game changer overall for The Purple Guys. We leverage MSP Process extensively for End User Verification and more integrated communication with our clients such as SMS and their brandable client portal.
The setup has been very quick and easy and we are able to show value immediately to our clients and offer security and peace of mind that we are protecting their business through enhanced verification processes.
The full review
Verbatim answers from The Purple Guys' Channel Program submission.
See the platform The Purple Guys ship daily.
End user verification + branded client portal + SMS, all on one platform. 30-minute demo, zero pressure.
A must for any organization that fields end-user calls.
The need to constantly change, enhance, and improve our internal tools and processes are table stakes as an MSP. With an increase in social engineering and threat attempts at the help desk level, we realized something needed to be done quickly to protect us and our clients against threat actors attempting to come in through that attack vector.
Luckily, we discovered MSP Process. Their application allows us to implement an end user verification system quickly and easily, which helps us ensure that our customers' users are just who they say they are and are not a threat actor impersonating an end user. The MSP Process system is quick and effective.
It allows our Support Desk personnel to verify that the end user is a part of a customer organization and that they are who they say they are, so we can confidently work with users and give them access to the systems they require. The application plugs into our ConnectWise Manage instance and streamlines the verification and ticketing process.
It's simple, easy to learn, and is low cost for the benefit that it provides. This system has minimal impact on our daily operations and systems while ensuring that we have locked down a possible threat vector that could be exploited by a threat actor seeking to compromise yet another business. MSP Process is a must for any organization that fields end user support calls, in my opinion.
View on Channel ProgramThe full review
Verbatim answers from iTeam's Channel Program submission.
Lock down the help-desk attack vector.
End-user verification deploys to every client tenant in 10 minutes via GDAP. 30-minute demo, see it work.
Excited for what this means for zero trust adoption.
We are new users for this tool and are excited about what it can mean for verification of our users and the adoption of zero trust. I encountered the folks from MSP Process at CanIT conference and was fully blown away by how great they were.
View on Channel ProgramThe full review
Verbatim answers from Patrick Williams's Channel Program submission, dated May 4, 2025.
See what Patrick Williams saw.
30-minute demo wired into your PSA. Run a verified flow against your tenant, live.
Email-notification chaos, finally tamed.
We use MSP Process primarily for their automation tools to help wrangle the email notifications from various systems. After sitting with the team we were able to eliminate duplicate notifications and set up auto-close tickets for those pesky noise notifications. Having the tools to get email-notifications under control without any fancy API connection to my PSA has been a game changer.
View on Channel ProgramThe full review
Verbatim answers from Alex Wilkins's Channel Program submission, dated May 1, 2025.
See what Alex Wilkins saw.
30-minute demo wired into your PSA. Run a verified flow against your tenant, live.
Built for serious compliance-driven MSPs.
We are very impressed with our partnership with the team at MSP Process. They all have quick communication and follow up to ensure we are getting all of the benefits. Our clients like the "text to communicate" as a faster way to get in touch with them which drives speed to resolve their issues. We have many government clients and the end-user verification is an important step in driving compliance.
Soon we will jump in and leverage the AI Voice Assist! Highly recommend this product, and this team!
View on Channel ProgramThe full review
Verbatim answers from Matt Gebhart's Channel Program submission, dated April 29, 2025.
See what Matt Gebhart saw.
30-minute demo wired into your PSA. Run a verified flow against your tenant, live.
The best onboarding in the channel.
MSP Process is a must-add tool for MSPs. The onboarding was fast and easy, and Chris knew every little thing. I have never had a better onboarding experience with any other MSP product. They get you up and running in just one short onboarding session with an awesome client verification process. The ability for clients to self-validate also helped clean up our Autotask information.
Our clients are loving the proactive security we are bringing and educating them on potential voice scams. We did sign up for the AI Voice Assist. We transitioned from an expensive calling service to this product with excellent client feedback on how quick and easy it is. MSP Process is a great value add for SBT.
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Verbatim answers from Adam Cochran's Channel Program submission, dated April 28, 2025.
See what Adam Cochran saw.
30-minute demo wired into your PSA. Run a verified flow against your tenant, live.
Differentiation in an otherwise insecure market.
We recently started using this solution to help provide differentiation in an otherwise insecure market. We were surprised to find additional, and very useful functionality in the platform that also helped solve some issues. Look forward to seeing the continued growth of this solution!
View on Channel ProgramThe full review
Verbatim answers from Delano Collins's Channel Program submission, dated April 24, 2025.
See what Delano Collins saw.
30-minute demo wired into your PSA. Run a verified flow against your tenant, live.
Rapid response and solid security, in one platform.
We have been using MSP Process for over a year now, and it's completely transformed the way we support our customers. As an MSP balancing rapid response with solid security has always been a challenge, but this solution nails it. Now we can seamlessly validate our customers with easy push notification to either Teams, Authenticator app, SMS or email.
We now truly feel support tickets are resolved with greater assurance, and I would highly recommend MSP Process.
View on Channel ProgramThe full review
Verbatim answers from Jacob Morgan's Channel Program submission, dated April 24, 2025.
See what Jacob Morgan saw.
30-minute demo wired into your PSA. Run a verified flow against your tenant, live.
Easy to implement, intuitive to use.
This solution was easy to implement in our current environment, it's easy to use and intuitive. It definitely helps in the MSP world with the growing threat of bad actors and preventing any breaches from occurring. Our customers like it too! The training and assistance we received setting up this functionality was amazing.
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Verbatim answers from Jennifer Edens's Channel Program submission, dated April 23, 2025.
See what Jennifer Edens saw.
30-minute demo wired into your PSA. Run a verified flow against your tenant, live.
Mutual verification and PSA-native.
MSP Process has been nothing short of awesome! Everything from their product, their team and their ideas have impressed us from the start. We were already on the hunt for a solution to address verification of our clients' users but did not find anything that was a good fit.
The features of MSP Process' product fulfilled what we were looking for and more — in terms of the mutual verification process as well as the integration into our current PSA. Additionally, the AI Voice Agent piqued our interest and is certainly something we are exploring and refining to help our workflow efficiency.
View on Channel ProgramThe full review
Verbatim answers from Danny C.'s Channel Program submission, dated April 23, 2025.
See what Danny C. saw.
30-minute demo wired into your PSA. Run a verified flow against your tenant, live.
White-glove care is an understatement.
MSP Process has been outstanding from the very start. They deliver a level of service and support that is unparalleled in the industry. "White Glove" doesn't even begin to describe the exceptional care they provide. They are unequivocally my go-to partner for all their areas of expertise. The team is not only brilliant but also genuinely invested in your success.
The future is incredibly promising, and I am excited to continue growing alongside them.
View on Channel ProgramThe full review
Verbatim answers from Chris Moore's Channel Program submission, dated April 23, 2025.
See what Chris Moore saw.
30-minute demo wired into your PSA. Run a verified flow against your tenant, live.
Quick to respond, always helpful.
We signed up with MSP Process in 2024, still working on getting all our customers set up. However, every time I've reached out to Support they have been quick to respond and very helpful. So far very impressed with both the product and with their support.
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Verbatim answers from Patrick Clausen's Channel Program submission, dated April 23, 2025.
See what Patrick Clausen saw.
30-minute demo wired into your PSA. Run a verified flow against your tenant, live.
Hot on industry trends — and a joy to work with.
This product is a game changer. The team at MSP Process are so lovely to work with — always such a fun experience, plus they are really hot on industry trends and making sure the features and roadmap reflect what's happening.
View on Channel ProgramThe full review
Verbatim answers from Hayley Carter's Channel Program submission, dated January 2, 2025.
See what Hayley Carter saw.
30-minute demo wired into your PSA. Run a verified flow against your tenant, live.
Relationships matter — and theirs is rock solid.
From the moment I started testing MSP Process and using their service, everyone really cared about me and if the product would fit what we needed for our customers. They were always available, responded promptly, and they really care about you and your customers. It is about relationships in business, and they are great.
View on Channel ProgramThe full review
Verbatim answers from Laine Kohama's Channel Program submission, dated November 26, 2024.
See what Laine Kohama saw.
30-minute demo wired into your PSA. Run a verified flow against your tenant, live.
A key fixture missing from our stack — finally filled.
From initial contact through onboarding and support after — the whole experience has been mostly pain free. We were thoroughly impressed with what MSP Process had on offer for what we considered a reasonable price point. What it does, it does well — we use the verification processes along with secure data transfer, which has been a key fixture missing from our stack for a long time.
Implementation was very straight forward using the provided documentation, then the onboarding meeting was very helpful in getting everything to how we wanted it.
View on Channel ProgramThe full review
Verbatim answers from Dan Stewart's Channel Program submission, dated November 14, 2024.
See what Dan Stewart saw.
30-minute demo wired into your PSA. Run a verified flow against your tenant, live.
Filled a missing gap in our HaloPSA stack.
We have just implemented MSP Process within our HaloPSA environment for User & Tech Verification. The product is great and has filled a missing gap in our systems. The onboarding process was simple and the support from MSP Process has been fantastic.
View on Channel ProgramThe full review
Verbatim answers from William McCormack's Channel Program submission, dated June 17, 2024.
See what William McCormack saw.
30-minute demo wired into your PSA. Run a verified flow against your tenant, live.
Setup and onboarding in 30 minutes flat.
I am relatively new to the product but it is very easy to use and integrate with my PSA. Setup and onboarding took only 30 minutes. I would recommend this product.
View on Channel ProgramThe full review
Verbatim answers from Chris Bacon's Channel Program submission, dated June 17, 2024.
See what Chris Bacon saw.
30-minute demo wired into your PSA. Run a verified flow against your tenant, live.
Roadmap changes shipped within a week.
MSP Process have been great to work with since we partnered with them. They have listened to our feedback about the solution and implemented changes VERY quickly — like within a week the changes we needed were implemented. They have a great roadmap and are actively listening to partners and providing what we need. A great company to work with.
View on Channel ProgramThe full review
Verbatim answers from David Hodgson's Channel Program submission, dated May 20, 2024.
See what David Hodgson saw.
30-minute demo wired into your PSA. Run a verified flow against your tenant, live.
Added security for every client.
Our experience with MSP Process has been great. The tool is fantastic to be able to verify our clients. I would recommend this to any MSP looking for added security.
View on Channel ProgramThe full review
Verbatim answers from Erika Letendre's Channel Program submission, dated May 14, 2024.
See what Erika Letendre saw.
30-minute demo wired into your PSA. Run a verified flow against your tenant, live.
A team open to suggestions — and that ships them.
MSP Process is professional, easy-to-use software partnered with an incredible team. Patrick and the entire MSP Process team really make it simple to setup and use the software, and are open to suggestions on how to better the product to help the end user experience. I am thrilled that we partnered with them, and am happy to recommend them any chance we get.
View on Channel ProgramThe full review
Verbatim answers from Austin Riggs's Channel Program submission, dated February 8, 2024.
See what Austin Riggs saw.
30-minute demo wired into your PSA. Run a verified flow against your tenant, live.
What MSPs are reading
to stay ahead.
Threat intel from the front lines, deployment playbooks, AI Voice walkthroughs, customer case studies, and channel commentary from Patrick Leonard and the MSP Process team.
Why helpdesk vishing replaced phishing as the #1 ransomware vector
An anatomy of the modern attack chain — how three Fortune 500 breaches in 18 months started with a single phone call to an unverified IT helpdesk.
What an after-hours AI voice agent actually sounds like in production
We pulled six real call transcripts from MSPs running AI Voice in production. The patterns — and the moments where humans still need to step in.
The one-FTE math: how AI Triage actually recovers 22 hours a week
A breakdown of where the dispatcher's hours go — and how AI Triage gives most of them back without compromising the client experience.
The 12 SOC 2 controls every MSP service desk should already be evidencing
A control-by-control walkthrough of the SOC 2 evidence regulated clients ask for — and how MSP Process maps every workflow to each one.
Patrick Leonard on building Backup Radar — and what he changed for MSP Process
An interview with our founder on the lessons from running a 15-year MSP, building one category-defining product, and starting over for the channel's next problem.
How to wire MSP Process into ConnectWise without breaking your dispatcher's workflow
A pragmatic deployment guide for MSPs running ConnectWise PSA — what to enable on day one, what to roll out in week two, and the change-management pitfalls.
In-call MFA vs deepfakes — what actually catches the modern attacker
Deepfake voice cloning is now consumer-grade. Here is how Authenticator and Duo push challenges inside the call defeat the attack — and where the gaps still are.
From 8 to 14 clients without a hire — a case study
An anonymized walk-through of an East Coast MSP that ran our automation playbook for 90 days. Numbers, hours saved, dollars retained.
How a hospital RFP got answered in 24 hours — and why the competitor lost
Pulling apart a real regulated-industry sales cycle — the 140-question security questionnaire, the evidence pack export, and the 24-hour turnaround that closed a 7-figure deal.
One field-grade brief. Every other Tuesday.
Threat patterns, AI Voice transcripts, deployment playbooks, channel news. No fluff. Unsubscribe with a click.
Stop reading.
Start running it.
30-minute demo. We will skip the slides. You will see AI Voice on a live call, the dispatcher view, and the SOC 2 evidence export — using real numbers.
Why helpdesk vishing replaced phishing as the #1 ransomware vector
An anatomy of the modern attack chain — how three Fortune 500 breaches in 18 months started with a single phone call to an unverified IT helpdesk.
For the better part of a decade, the security industry trained employees to spot phishing emails. We hardened mail gateways. We deployed identity providers and MFA. We made it expensive — and slow — for attackers to operate over email.
Then they picked up the phone.
Identity-based attacks against the IT service desk have eclipsed phishing as the leading initial-access vector for ransomware. Three of the most public breaches of the last 18 months started with a vishing call to a helpdesk. The pattern is the same every time, and the fix is the same every time: verify the caller before doing anything privileged.
The pattern
Attackers have professionalized the helpdesk vishing playbook. The script is recognizable enough to teach in 20 minutes:
- Reconnaissance. LinkedIn for an employee name and title. Public org chart for a manager. Sometimes a leaked password from an old breach to add color.
- Pretext. A frustrated, urgent caller — locked out, traveling, late for a meeting. Confidence and tempo do most of the work.
- The ask. An MFA reset. A new device enrolled. A recovery code. Anything that breaks the binding between the real employee and their MFA second factor.
- The pivot. Within hours: privilege escalation, lateral movement, ransomware deployed.
Tier 1 helpdesk technicians are trying to be helpful. That is precisely what the attacker is exploiting.
"The vishing call doesn't get past the agent because the agent doesn't have the authority to bypass identity verification. There's no scope for being helpful. There's only the protocol."
Why phishing got harder and vishing got easier
Phishing is now expensive for attackers because the controls finally work — DMARC, conditional access, behavioral risk scoring, FIDO2 keys. Email is a high-friction surface.
The phone is a low-friction surface. There is rarely an audit trail of the call itself, the technician on the other end is rated on speed of resolution, and the only "MFA" most helpdesks apply is "what is your manager's name?"
The economics tilt accordingly. A vishing campaign costs an attacker minutes of social-engineering work and a burner phone. The expected payout — Fortune 500 ransomware — is eight figures.
The fix is structural, not procedural
Training tier-1 technicians to "ask harder questions" doesn't work at scale. Every individual decision becomes a probability — eventually one helpful technician resets MFA on a determined attacker.
The fix is to remove the human authority to bypass verification at all.
- Verification must happen in-call. By the time a privileged action is requested, the system has already proven the caller is who they claim to be.
- The challenge must be device-bound. Microsoft Authenticator or Duo push to the registered device. The caller can't approve from a fresh device they enrolled five minutes ago.
- The fallback must be auditable. Photo ID, secure one-time link to the real employee's email — every fallback creates a tamper-evident log.
- Privileged actions must default-deny. Password reset, MFA reset, account unlock — none of them execute without verified identity. Period.
What MSP Process changed
The platform's AI Voice agent answers helpdesk calls and runs the verification protocol before any ticket is opened. The push goes to the real employee's registered device. If approval doesn't come back, no privileged action runs. The call is logged, and a security alert fires for review.
This is not a process change. It is an architectural change. The helpdesk technician — human or AI — no longer has the authority to be helpful in a way that compromises security. The protocol does the work.
If you take one thing away
The helpdesk became the #1 attack vector because every other layer got better and the helpdesk got bypassed. Closing it is structural. Verify in-call. Default-deny. Don't trust politeness.
Three Fortune 500 breaches in 18 months. All three started with a phone call. All three would have ended at hello.
Ship a verified service desk in 30 days.
Book a 30-minute call with a solutions engineer who came out of an MSP service desk. Bring your stack. We will model the impact with your numbers.
What an after-hours AI voice agent actually sounds like in production
We pulled six real call transcripts from MSPs running AI Voice in production. The patterns — and the moments where humans still need to step in.
Most of the marketing around AI voice agents focuses on the impressive bits — the natural-sounding voice, the multi-language support, the "no phone tree" demo. That's all real. It's also not what determines whether a voice agent actually works in production.
What matters is what the agent does when the caller doesn't fit the script. Below are six anonymized transcripts from MSPs running AI Voice in production for at least 90 days. They show what works, where the AI gracefully hands off, and where MSPs choose to keep humans in the loop.
Call 1 — A textbook P3 ticket at 11:42pm
Caller: "Hi, my email's not working."
Agent: "I'm Casey from Acme IT support. Can I get your full name and employee ID?"
Caller: "Sarah Kim, 48221."
(Authenticator push sent. Approved in 3 seconds.)
Agent: "Thanks Sarah. I see Outlook has been crashing on M365 this evening — there's a known issue affecting the Acme tenant. A ticket's been created and the morning queue will pick it up by 7:30am. Can you check email on the web at outlook.office.com in the meantime?"
Caller: "Oh that works, thanks."
Total: 41 seconds. Verified, ticketed, deflected to a workaround. No human needed.
Call 2 — Caller didn't have their phone
Caller: "I left my phone in my car. I just need my password reset."
Agent: "I can help. I can either send a secure link to your registered email — that takes about 30 seconds — or I can hand you off to a tech for a video verification with your photo ID. Which would you prefer?"
Caller: "Email's fine."
(Secure one-time link sent. Caller verifies via the email login flow.)
The agent didn't break the rule. It offered a verified fallback. The fallback is documented in the audit log.
"The interesting cases aren't the happy path. The interesting cases are the moments where the caller doesn't fit the script — and the agent has to know which fallback to offer."
Call 3 — A vishing attempt
Caller: "This is Sarah Kim, employee 48221, I urgently need to reset my MFA — I have a board meeting in 5 minutes."
Agent: "I'm sending an Authenticator push to your registered device now."
(Push sent. No approval received in 60 seconds.)
Agent: "I'm not seeing approval from your registered device. I can't reset MFA on this call. I've created a ticket flagged for the security team to review. Is there anything else I can help with?"
Caller: [Hangs up]
The agent didn't escalate. It didn't get clever. It refused, logged the attempt, and notified security. That call is now part of the audit trail.
Call 4 — A real P1
Caller: "Our production server is down. Twelve people can't work. We need someone now."
(Verification: Authenticator approved in 4 seconds. Ticket #48216 created. Severity classified as P1 from intent.)
Agent: "Confirmed P1 outage on the Waystar Royco tenant. I'm escalating to the on-call engineer now — they'll call you back within 5 minutes from a verified MSP Process number. The ticket is open and being tracked."
The on-call engineer was paged with full context — caller verified, problem categorized, ticket open. They called back from a verified line within 4 minutes.
Call 5 — Caller wants something the agent won't do
Caller: "Can you just give me the admin password? I have approval from Mark."
Agent: "I can't share admin credentials over a phone call regardless of approvals. I can create a ticket for the privileged-access team and flag it for Mark's approval workflow. Would you like me to do that?"
Caller: "Fine, yes."
This is a hard rule. Privileged credentials don't move over the voice channel. The agent didn't argue. It offered a path that respects the rule.
Call 6 — Where the human is still required
Some calls — emotional escalations, complex multi-system troubleshooting, contract conversations — should still go to a human. The pattern we recommend: AI Voice handles intake, verification, and triage on every call. If the caller's intent escalates beyond what the agent is scoped to handle, it warm-transfers to the on-call engineer with a complete summary.
This is not a failure mode. This is the design. The agent's job is to take 80% of the work off the human, with a clean handoff for the 20% that genuinely needs them.
What to look at when evaluating an AI voice agent
Don't watch the demo. Ask for production transcripts. Ask what the agent does when the caller refuses verification, when the network is down, when the caller is hostile, when the caller is in a non-supported language, when the request is something the agent isn't authorized to do. Those answers are the product.
After 90 days in production, the average MSP running AI Voice answers 100% of after-hours calls and pages a human for less than 7% of them. The other 93% — verified, ticketed, queued, and resolved or deflected — never required a tech to wake up.
Ship a verified service desk in 30 days.
Book a 30-minute call with a solutions engineer who came out of an MSP service desk. Bring your stack. We will model the impact with your numbers.
The one-FTE math: how AI Triage actually recovers 22 hours a week
A breakdown of where the dispatcher's hours go — and how AI Triage gives most of them back without compromising the client experience.
"AI saves you a headcount" is a marketing claim that means almost nothing without showing the math. Here's the actual math we see across MSPs in their first 90 days running AI Triage.
Where the dispatcher's hours actually go
The unspoken truth about MSP service desks: a senior dispatcher spends 60–70% of their week on tasks that don't require senior judgment. We measured a 6-tech MSP for two weeks before rollout. Their lead dispatcher's time looked like this:
- 22 hours/week reading inbound tickets and assigning category, priority, SLA, and a first-pass tech.
- 9 hours/week chasing missing context — calling the requester back, tagging contracts, looking up CIs.
- 6 hours/week updating clients with status while a tech worked the ticket.
- 5 hours/week in the dispatch huddle.
- 3 hours/week on legitimate dispatch judgment — the calls about who is the right escalation path, what to deprioritize, what to push to next sprint.
That's 45 hours of work in a 40-hour week. The 5-hour overflow shows up as overtime, missed lunches, or things falling through the cracks.
What AI Triage actually replaces
Of those 22 hours of triage time, AI Triage classifies more than 95% of tickets correctly inside 3 seconds — including category, priority, contract SLA, suggested tech, and known-issue dedup. The dispatcher doesn't disappear. They review the AI's classification, override the 4–5% it gets wrong, and use the recovered time for the harder dispatch judgment that actually requires them.
"The dispatcher didn't get fired. They got their job back. The bottom of the funnel — the routing busywork — got automated. The top of the funnel — the human judgment — got more attention."
What it doesn't replace
AI Triage doesn't:
- Talk to clients. That stays human (or gets handed to AI Voice on the inbound channels).
- Make escalation calls about contract politics.
- Decide whether to invoke change-management for a P1 fix.
- Handle the moment a tech is overloaded and you need to rebalance the queue mid-day.
If you replaced your dispatcher with the model, things would break. The point is to replace the routing busywork, not the human.
The one-FTE math
Three numbers in particular drive the FTE-equivalent recovery:
- 22 hours of triage → AI handles ~21 of them. Net 21 hours back.
- 9 hours of context-chasing → AI Voice + identity verification at ingest captures most of this upfront. Net ~6 hours back.
- 6 hours of client status updates → automation bots and outbound notifications cover the routine "still working on it" updates. Net ~4 hours back.
Total: ~31 hours of weekly capacity recovered for one dispatcher. That's not a full 40-hour FTE on paper, but it's enough to grow the book by 30–50% without adding a senior dispatcher hire — which is the actual decision the math is supporting.
The honest framing
AI Triage doesn't save you a person. It saves you the next person you were about to hire. That's the right comparison, and it's the comparison that makes the ROI math work.
The other thing the dispatcher gets back: their attention. A senior dispatcher who's spending 22 hours a week on rote classification is bored, distracted, and overbooked. The same dispatcher with 22 hours back finds problems before they become tickets, builds better runbooks, and trains the techs more.
That second-order effect is harder to quantify. It's also bigger than the hours.
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The 12 SOC 2 controls every MSP service desk should already be evidencing
A control-by-control walkthrough of the SOC 2 evidence regulated clients ask for — and how MSP Process maps every workflow to each one.
If you sell to healthcare, finance, legal, or any regulated industry, you've seen the questionnaire. 140 questions, due in 5 days, half of them about identity verification on the helpdesk. The MSPs that win the regulated deals are the ones who can answer in 24 hours. The ones who can't, lose the deal — usually to a competitor on the same platform.
Here are the 12 SOC 2 Type II controls regulated clients ask about most. For each, the evidence the auditor wants to see, and how MSP Process produces it automatically.
CC6.1 — Logical and physical access
What auditors want: Proof that access to client systems is granted only to authenticated and authorized identities, and that every privileged action carries an identity attestation.
How MSP Process evidences it: Every helpdesk action — password reset, MFA reset, account unlock, secret share — requires a verified identity from the requester (Authenticator, Duo, Photo ID, or secure one-time link) before execution. The verification record is bound to the ticket and exported as part of the SOC 2 evidence pack.
CC6.2 — Authentication and credential management
What auditors want: Evidence that user credentials are issued, rotated, and revoked under control, and that credential exposure is minimized.
How MSP Process evidences it: Branded one-time secure links for password resets — credentials never live in email or chat. Auto-expiry. Single-use. Logged to the verified ticket.
CC6.3 — Authorization based on least privilege
What auditors want: Role-based access control with documented least-privilege defaults.
How MSP Process evidences it: RBAC on every workflow. SCIM provisioning syncs joiner/mover/leaver events from your identity provider so privilege drift doesn't accumulate.
CC7.2 — System monitoring for anomalies
What auditors want: Real-time detection of anomalous access or escalation attempts.
How MSP Process evidences it: Every failed verification, every privilege-action denial, every off-hours access attempt streams to your SIEM (Splunk, Sentinel, QRadar, Chronicle) in real time.
CC7.3 — Incident response
What auditors want: A documented incident response process with timestamps and chain of custody.
How MSP Process evidences it: The on-call rotation, escalation tree, and ticket lifecycle are part of the platform. Every page, every callback, every privileged action carries a chain-of-custody log.
CC7.4 — Activity logging
What auditors want: Tamper-evident, time-stamped logs of all privileged activity, retained per policy.
How MSP Process evidences it: Immutable hash-chained logs. 7-year retention default. CSV export with row-level integrity.
"You don't pass the audit by doing more work in audit week. You pass the audit by running a service desk where the evidence is the natural exhaust of the workflow."
CC8.1 — Change management
What auditors want: Documented changes to access policies, with approvals and rollback.
How MSP Process evidences it: Policy changes are versioned. Approvals captured. Rollback supported.
CC9.1 — Risk mitigation through identification
What auditors want: Continuous identification of identity-related risks.
How MSP Process evidences it: Risk scoring on every verification event. Anomalies flagged. Patterns trending toward attack rolled into the weekly executive report.
CC9.2 — Vendor management
What auditors want: Sub-processor list, BAAs, DPAs, SCCs.
How MSP Process evidences it: Pre-built sub-processor inventory, BAA available on Enterprise plans, EU SCCs included.
P3.1 — Privacy notice and consent
What auditors want: Documented privacy notices and consent capture for end-user data.
How MSP Process evidences it: End-user privacy notices on portal sign-up. Consent recorded. Right-to-erasure supported.
C1.1 — Confidentiality of regulated data
What auditors want: Encryption in transit and at rest, with key management.
How MSP Process evidences it: AES-256 at rest. TLS 1.3 in transit. Customer-controlled keys (BYOK / HYOK) on Enterprise plans.
A1.2 — Availability and resilience
What auditors want: Uptime SLA, regional failover, BCP/DR.
How MSP Process evidences it: 99.95% uptime SLA. Regional failover. Documented BCP/DR.
If you take one thing away
The shortcut to passing SOC 2 isn't a longer questionnaire response. It's a service desk where the evidence is built in — produced as a byproduct of running the desk, not as a one-time scramble before audit week.
The MSPs we work with handed in their first SOC 2 evidence pack in under 24 hours after the questionnaire arrived. That's not because they were extraordinarily prepared. It's because the platform built the evidence as the work happened.
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Patrick Leonard on building Backup Radar — and what he changed for MSP Process
An interview with our founder on the lessons from running a 15-year MSP, building one category-defining product, and starting over for the channel's next problem.
Patrick Leonard founded Backup Radar in 2014 after operating his own MSP for 12+ years. Thousands of MSPs use Backup Radar today. After a successful exit, he started over — to solve the helpdesk identity problem the industry was avoiding. We sat down with him to talk about what he learned the first time, what he changed for MSP Process, and what he thinks the channel still gets wrong.
What was the moment you knew you had to build Backup Radar?
I was running my own MSP. Backups were the source of every late-night call, every awkward client conversation, every CYA email I had to send. I kept thinking: this is a reporting problem, not a backup problem. The backup software was fine. We just had no consistent way to know whether it had run, whether it had succeeded, whether the data was actually recoverable. So I built the reporting layer for myself. Then a peer asked to use it. Then ten peers asked. That's how it started.
What's the biggest thing you got right with Backup Radar that you carried into MSP Process?
Two things. First — the channel doesn't want a tool that competes with their other tools. They want a tool that makes their existing stack better. Backup Radar didn't try to replace ConnectWise or Veeam. It made them work better together. We built MSP Process the same way. We integrate with ConnectWise, Autotask, HaloPSA, ServiceNow, Zendesk, Freshservice — we don't replace them. We make them more verified, more orchestrated.
Second — solve a problem the channel is already worrying about, not one you're trying to convince them they should worry about. Backups were already a sleepless-night problem. The helpdesk vishing threat is the new sleepless-night problem.
"I'm not interested in convincing MSPs they have a problem. I'm interested in giving them the tool when they already know they do."
What was the moment you knew you were going to start MSP Process?
I was watching the MGM and Caesars breaches roll out, and the post-mortems were almost identical. A phone call, an unverified password reset, ransomware deployed within hours. I started asking peer MSP owners how they were handling helpdesk identity verification. The answers ranged from "ask the manager's name" to "we kind of don't." There was no platform solving this. The single biggest attack vector against MSPs and the clients we serve, and there was no answer.
Then I started talking to my insurer, and they were asking the same questions. The cyber-insurance market knew the problem before the security industry did. That tells you everything.
What's different about building MSP Process versus Backup Radar?
Backup Radar started as a reporting layer on top of someone else's data. MSP Process is a platform that has to do real work in real time — answer voice calls, verify identities, orchestrate workflows across seven channels, integrate bidirectionally with PSAs and ITSMs. The technical surface is enormous compared to Backup Radar. We have AI Voice, multi-channel ingestion, identity verification, automation bots, scheduling, on-call. Each one of those would be a startup on its own.
The other difference: I built Backup Radar mostly alone in the early years. I'm not building MSP Process alone. Greg Celmainis runs operations and corporate development. Chris Reid leads product and engineering. The team has been MSP operators, dispatchers, technicians. Every product decision goes through someone who's lived the problem.
What's the most common pushback you get from MSPs?
"We can't replace our helpdesk with AI. Our clients want to talk to humans."
I love this objection because it's based on a misread of what we do. We don't replace humans. We replace the unverified intake. AI Voice answers, verifies, triages, and routes. If the caller wants a human, they get one — but a verified, contextualized one, with the ticket already open and the issue already classified. The tech who picks up doesn't have to spend the first 5 minutes asking "who am I speaking with."
The other version of the pushback: "We don't get vishing attacks." That's almost always wrong. They just haven't detected one. We've had customers catch attempts in their first 30 days that they had no idea were happening.
What do you think the channel still gets wrong?
The channel undersells itself on regulated clients. Healthcare, finance, legal, defense — those are the clients with the highest willingness to pay, the longest contract terms, the strongest renewals. And most MSPs avoid them because they don't have the SOC 2 evidence pack ready. The platform should give you that. It should be the natural exhaust of running the desk.
The other thing the channel undersells: AI Voice as a revenue line. Every MSP can resell white-labeled AI Voice to their own clients. 40–67% gross margin per seat. We've seen MSPs replace half their backups-and-monitoring revenue with AI Voice over 18 months.
The take-home
Build for the channel. Integrate, don't replace. Solve the problem the operator already has, not one you're trying to manufacture. And take the regulated business — that's where the renewals live.
Patrick still spends a day a week in the support queue at MSP Process. He says it's the only way to know what's actually going wrong. We believe him.
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How to wire MSP Process into ConnectWise without breaking your dispatcher's workflow
A pragmatic deployment guide for MSPs running ConnectWise PSA — what to enable on day one, what to roll out in week two, and the change-management pitfalls.
The number-one risk in any service-desk platform rollout is breaking the dispatcher's workflow on day one. We've onboarded 1000+ MSPs. The successful rollouts share a pattern: phased enablement, dispatcher buy-in early, no big-bang cutover. Here's the playbook for ConnectWise PSA specifically.
Day 0 — Pre-rollout
Before you turn anything on, do these four things:
- Map the dispatcher's current workflow. What inbox do they sort first? What's their first action on a new ticket? Where do they go to look up contract SLAs? You're not going to redesign this. You're going to slot in.
- Pick one client tenant for the first 30 days. A real one — not a sandbox. Ideally one where you have a strong relationship and can call them with questions.
- Get the API key. Service desk admin in ConnectWise creates an API member with the appropriate scope. We provide the exact scope list.
- Tell your dispatcher. Not "we're rolling out an AI thing." Tell them: "Starting Monday, the AI will pre-classify inbound tickets. You'll see its classification at the top of every new ticket. Override it if it's wrong. We're tracking accuracy together."
Week 1 — Just intake and triage
Don't turn on AI Voice yet. Don't turn on identity verification on every channel yet. Start with one thing: AI Triage on inbound tickets.
What this looks like to the dispatcher: they open ConnectWise, see new tickets in their normal queue. Each ticket has a small panel at the top showing AI's classification — category, priority, contract SLA, suggested tech, dedup against existing tickets. The dispatcher confirms or overrides. The override gets fed back to the model.
You'll get 90%+ accuracy on day one. By the end of week one you'll be at 95%+. The dispatcher will tell you which categories the model gets wrong (there will be 1-2). We tune those.
"The successful rollouts don't try to change everything on day one. They prove value on one workflow first. The dispatcher becomes the advocate, not the obstacle."
Week 2 — Add SMS and Teams as verified intake
Now turn on SMS and Microsoft Teams as ingestion channels. Both create ConnectWise tickets directly. Both verify the requester through Entra ID before creation. The dispatcher sees these in the same queue with a "verified" tag.
This is where you start to see capacity recovered — clients stop texting techs' personal cell phones, Teams DMs become tickets, the shadow ticket queue collapses.
Week 3 — Identity verification on privileged actions
Password reset, MFA reset, account unlock — turn on the verification gate. Dispatcher gets a one-click button on the ticket: "Send verification challenge." Authenticator push goes to the registered device. Once approved, the privileged action runs and writes an audit entry to the ticket.
This is the highest-value control you'll ship. It's also where dispatchers occasionally push back — "but I've known this client for 5 years." The honest answer: voice cloning is consumer-grade now. Trust is a vulnerability. The verification step takes 4 seconds and saves you the breach.
Week 4 — AI Voice on after-hours
Now bring AI Voice live, but only for after-hours initially. The reason is psychological, not technical. After-hours is the mode where the on-call tech is most relieved to have help. Daytime voice can come later.
What this looks like: after-hours calls go to your dedicated MSP Process number. AI Voice answers, verifies, opens the ConnectWise ticket, triages, and either resolves with a known-issue response or pages on-call with full context. Calls that previously woke the on-call tech — but were actually P3s — get queued silently.
Months 2-3 — Roll out to the rest of your tenants
By now your dispatcher is the advocate. Roll the platform out to the other client tenants on a tenant-per-week cadence. Each rollout takes about 2 hours. The dispatcher's workflow doesn't change between tenants — the same queue, the same panel, the same verification gate.
Pitfalls we've seen
- Big-bang cutover. Don't. Phased rollouts succeed. Big bangs fail.
- Skipping the dispatcher conversation. If your dispatcher doesn't know what's coming, they will resist. Spend 30 minutes with them in advance.
- Turning on AI Voice during business hours first. Daytime voice is high-stakes. Start with after-hours. Build the pattern.
- Not connecting it to your contract SLA fields in ConnectWise. The AI's accuracy depends on contract data. Spend 20 minutes mapping it.
- Treating it as a tool rollout instead of a workflow change. You're not just installing software. You're changing how tickets enter the desk. Communicate it that way.
The 30-day test
30 days in, look at four numbers: AI Triage accuracy (target ≥95%), tickets caught from shadow channels (Teams + SMS), verification challenges run (target every privileged action), after-hours pages to humans (target -75% vs baseline). If all four are trending the right way, you're ready to scale.
Most MSPs we onboard hit those four numbers in 30 days. The ones that don't usually skipped the dispatcher conversation. Take the 30 minutes.
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In-call MFA vs deepfakes — what actually catches the modern attacker
Deepfake voice cloning is now consumer-grade. Here is how Authenticator and Duo push challenges inside the call defeat the attack — and where the gaps still are.
Voice cloning crossed the consumer-grade threshold in 2024. A 30-second clip of someone's voice, free tools, and a target attacker can produce a convincing voice impersonation in under five minutes. The implication for the helpdesk is direct: you can't trust a voice. Even one you recognize.
This is a structural shift, and it forces a structural answer. The answer is in-call MFA challenges that are bound to a device the real employee owns — not the voice on the line.
Why "ask security questions" stopped working
Tier-1 helpdesks have leaned on knowledge-based authentication for decades — manager's name, last four of SSN, recent ticket numbers. None of these survive contact with modern reconnaissance. LinkedIn, the company's About page, leaked breach data, and a few minutes of OSINT cover most of them.
The attack model used to be: attacker doesn't have the answers. Modern model: attacker has all the answers. KBA is a noise floor — it filters out unsophisticated attempts but does nothing against the pros.
Why voiceprint matching alone has gaps
Some platforms claim to defeat deepfakes via voiceprint matching — comparing the caller's voice to a registered sample. We don't rely on this, and we don't recommend it as a primary defense. Two reasons:
- Modern voice cloning models reproduce voiceprints well enough to pass static matching. The arms race is moving fast.
- Voiceprint matching is a probabilistic check, not a binding check. It says "this voice probably matches" — not "this is definitely the registered employee on the registered device."
The right primitive is a device-bound challenge.
"You can clone the voice. You can't clone the registered Authenticator app on the real employee's phone. The defense moves to a layer the attacker can't replicate."
The in-call MFA model
What we deploy: when a caller asks for a privileged action, the agent triggers a Microsoft Authenticator or Duo push to the registered device of the employee they claim to be. The caller has to approve from the real device, on the real account. If they can't, the privileged action does not execute.
What this defeats:
- Voice clones — they don't have the device.
- Recovered passwords from old breaches — they don't have the device.
- SIM swap on the caller's phone — the push goes to the registered device, which is not the caller's compromised SIM.
- Insider impersonation — they still need the registered device of the impersonated employee.
What it doesn't defeat (and where the gaps are):
- Device theft. If the attacker has the actual phone and the unlock code, they can approve. This is a separate threat covered by phone-level controls (biometric unlock, device wipe).
- MFA fatigue. Some employees approve any push reflexively. We mitigate with number-matching challenges where supported.
- Push prompt phishing. Mitigated by ensuring the caller, not the agent, must initiate the action — the prompt goes to the employee with context.
Fallback paths that don't break the model
What happens when the legitimate caller doesn't have their phone?
- Secure one-time link to the registered email. The caller gets the link, the link verifies session ownership of the email account, the privileged action proceeds.
- Photo ID via secure portal. A second tech does live video verification with a government ID.
- Hand-off to the security team for elevated review. Always available. Always logged.
The point is: there is always a fallback that does not require trusting the voice. Every fallback is auditable and logged to the SIEM.
The economics
The reason we structured the platform this way comes down to attacker economics. The cost of a voice clone fell from "several thousand dollars and a recording studio" in 2020 to "$0 and 5 minutes" in 2025. The cost of getting an Authenticator push approved on someone else's phone has stayed roughly the same: very high. We want the defense on the cheap-to-defend side of that gap, not the cheap-to-attack side.
The take-home
Don't try to detect deepfakes. Make the verification step independent of voice. The Authenticator/Duo push lives on a device the attacker doesn't have. That's the whole game.
Three customers caught vishing attempts in their first 30 days using exactly this protocol. None of them suspected anything from the voice. The push didn't approve. The attack ended at hello.
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From 8 to 14 clients without a hire — a case study
An anonymized walk-through of an East Coast MSP that ran our automation playbook for 90 days. Numbers, hours saved, dollars retained.
This is a story about one specific MSP. We've anonymized the name and a few details, but the numbers are real. They went from 8 active clients to 14 in 90 days, on the same headcount, while improving CSAT. Here's what they did, in order.
The starting state
An East Coast MSP, 6 technicians, 1 lead dispatcher, 1 owner. Active clients: 8 SMB accounts in financial services and professional services. Annual contract value range: $40K–$120K. Service desk running on ConnectWise PSA, RMM via Datto, voice via a third-party answering service plus the on-call tech's cell phone after hours.
Their core problem: they had a strong pipeline of new clients, but adding a 9th client meant hiring a 7th technician. The next hire would cost $85K loaded plus 9 months of ramp. They couldn't justify it on the new contract economics.
Day 0 — Where the hours were going
We measured for two weeks before deploying anything. The breakdown:
- 14 hours/week per tech on tickets that turned out to be password resets, MFA challenges, or known-issue lookups.
- 22 hours/week of dispatcher time on triage classification.
- 9 hours/week per tech on average dealing with after-hours escalations from the answering service.
- $1,400/month answering service contract.
- ~6 tickets per week falling through cracks (clients texting techs' personal cells, no ConnectWise record).
Week 1 — AI Triage on inbound
We turned on AI Triage as the only change. Dispatcher reviewed the AI's classification on every ticket. By end of week, accuracy was 96%. Dispatcher's daily triage time dropped from 4.5 hours to under 30 minutes.
Recovered capacity on day 7: ~22 hours/week of dispatcher time.
Week 2 — Multi-channel intake
Turned on SMS and Microsoft Teams as verified intake channels. Within 4 days, the "shadow tickets" (clients texting techs' personal cells) collapsed. Tickets per week jumped 18% — not because new tickets appeared, but because previously invisible tickets started getting logged.
Side effect: client CSAT rose. Clients who had been getting irregular service via personal text now had a verified support channel with SLA timers.
"Our ticket count went up 18% in week 2, but the techs felt less overloaded. Turns out the work was already happening — it just wasn't visible. Now it was visible and managed."
Week 3 — Identity verification on privileged actions
Turned on the in-call verification gate for password resets, MFA resets, account unlocks. The dispatcher's first reaction: "this is going to slow us down." The reality: a 4-second Authenticator push, then the action runs.
End of week 3: zero failed verifications from legitimate users. One flagged attempt from an unknown caller pretending to be a controller at a client — denied automatically, flagged for review, traced to a known phishing campaign.
Week 4 — AI Voice on after-hours
Replaced the answering service with AI Voice. After-hours calls now answered in under 30 seconds, verified, triaged, and either resolved with known-issue responses or escalated to on-call with full context.
Hard numbers from week 4 alone:
- 14 after-hours calls answered.
- 11 resolved without paging a human (printer issues, password resets via verified self-service flow, known-issue responses).
- 3 escalated to on-call. All three were genuine P1s.
- Answering service contract canceled. Saving: $1,400/month.
Days 30-60 — Sales acceleration
The recovered capacity opened up the sales conversation. The owner stopped saying "we'd need to hire" on every new prospect. Pipeline closed faster. Two new clients signed in days 30-45, two more in days 45-60.
By day 60: 12 active clients, same 6 techs, same 1 dispatcher. Margin per client ticking up because the same fixed-cost team was supporting more recurring revenue.
Day 90 — The numbers
- Clients: 8 → 14 (+75%)
- Headcount: 7 → 7 (no hire)
- Recurring revenue: +62%
- Dispatcher triage time: 22 hrs/wk → 1 hr/wk
- Tier-1 ticket volume per tech: -41% (auto-resolved or AI-triaged)
- After-hours pages to humans: -82%
- Answering service: Canceled ($16,800/year saved)
- Tickets falling through cracks: 6/week → 0
- Average CSAT: 4.4 → 4.7
- MSP Process platform cost: ~$28,000/year
- Avoided 7th-tech hire: ~$85,000/year fully loaded
The honest framing
The story isn't that AI replaced humans. The story is that AI replaced the next hire. The 6 existing techs and 1 dispatcher are still there, still doing the work. They just have the capacity to support 75% more revenue without working more hours.
The owner's actual quote: "I would have spent $85K on a hire, ramped them for 9 months, and gotten the same capacity. Instead I spent a fraction of that on the platform, got the capacity in 30 days, and now my team is happier." Same business outcome. Different unit economics.
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How a hospital RFP got answered in 24 hours — and why the competitor lost
Pulling apart a real regulated-industry sales cycle — the 140-question security questionnaire, the evidence pack export, and the 24-hour turnaround that closed a 7-figure deal.
One of our customers — a regional MSP serving healthcare clients — won a 7-figure contract with a hospital network that had been in evaluation with two larger MSPs for six months. The decisive moment was a 140-question security questionnaire. They turned it around in 24 hours. The competitors took three weeks. The hospital signed.
Here's what was actually in that questionnaire, how the response was structured, and why the speed mattered more than the size of the bid.
What the hospital actually asked for
The questionnaire was the standard healthcare RFP package. 140 questions across nine categories:
- Identity and access management (28 questions)
- Audit logging and retention (18)
- Encryption and key management (14)
- Incident response and breach notification (16)
- Sub-processor management (12)
- Data residency and sovereignty (8)
- HIPAA-specific controls under §164.312 (22)
- Business continuity and disaster recovery (12)
- Personnel security (10)
The hospital's procurement team had run this exact package against four prior vendors. Three failed at the questionnaire stage. The fourth — the incumbent — was being replaced because their evidence was stale.
The 24-hour turnaround
Here's the actual sequence, as the customer described it:
- Hour 0. Questionnaire arrives by email at 9am Tuesday.
- Hour 1. The MSP's owner reads through, recognizes 80% of questions are evidenced directly by the MSP Process platform.
- Hour 2. Owner clicks "Export Compliance Pack" inside MSP Process. 247-page PDF + 14,281-row CSV log generates in under 30 seconds. Pack is pre-mapped to SOC 2, HIPAA §164, and NIST CSF control IDs.
- Hours 2-6. Owner and a paralegal cross-reference each questionnaire question to the corresponding evidence section. They use a template we provide.
- Hours 6-12. Owner and SE walk the procurement team through the pack on a video call.
- Hours 12-22. The hospital's security architect reviews. Asks 8 follow-up questions. Owner answers from the MSP Process audit log directly.
- Hour 24. Hospital procurement responds: "This is the most complete response we've ever received. We're moving to commercial terms."
Three weeks later, the contract was signed.
What the competitors submitted
We saw what one of the competing responses looked like (the hospital shared a redacted comparison after award). It was 80% policy language, 20% evidence — and the evidence was point-in-time screenshots from the previous SOC 2 audit. None of it was tied to actual ticket-level activity. None of it was current.
The competitor wasn't lying. They had a SOC 2 report. They had policies. What they didn't have was a service desk that continuously evidenced its own controls.
"The hospital didn't pick the cheapest bid. They picked the one that took them four hours to evaluate instead of three weeks. Procurement loves speed. Procurement loves evidence."
What was actually in the evidence pack
For the curious, here's the rough composition of the 247-page export:
- Pages 1-12: Executive summary, scope, sub-processor list, BAA template.
- Pages 13-94: Control matrix mapping each MSP Process workflow to SOC 2 TSC, HIPAA §164, NIST CSF, ISO 27001 control IDs.
- Pages 95-180: 12 months of identity verification statistics — 14,281 verifications captured, 12 anomalies flagged, 0 breaches. Aggregate, then by month, then by control ID.
- Pages 181-220: Incident response timeline. 4 minor incidents. All resolved within SLA. Full timestamp + chain of custody.
- Pages 221-247: Encryption, key management, BCP/DR, personnel security policies and attestations.
The CSV log was a parallel artifact — 14,281 rows of individual verification events, each with timestamp, requester, method (Authenticator / Duo / Photo ID / secure link), outcome, and ticket ID. The hospital's security architect spot-checked 50 random rows against ticket IDs and found 100% consistency.
The economics of the regulated-industry deal
The contract: 7 figures over 3 years. Annual maintenance growth: 8%. Switching cost (after onboarding): high — the hospital's IT now runs on the MSP's playbook. Renewal probability: very high.
The same MSP closed three more healthcare deals in the next 90 days. Each followed the same pattern. The questionnaire arrived. The evidence pack exported. The deal closed in days, not months.
The take-home
Regulated clients are not harder to win. They're harder to respond to. If you can respond fast and complete, regulated clients renew, expand, and refer. The platform that produces the evidence as a byproduct of the work is the entire unlock.
For the MSP in this story, the regulated segment is now 40% of revenue and growing. They're not the cheapest. They're not the biggest. They're the fastest to evidence — and that turns out to be the actual competition.
Ship a verified service desk in 30 days.
Book a 30-minute call with a solutions engineer who came out of an MSP service desk. Bring your stack. We will model the impact with your numbers.
Voice cloning is calling your clients. Prove it isn't your tech.
Threat actors are cloning MSP technician voices and social-engineering end users into handing over remote access, MFA codes, and admin credentials — all under your brand. Verify My Tech is the public check your clients run before granting access. They enter the code your dispatched tech provides and get a live, real-time confirmation that the person on the line really is one of yours — not a deepfake, not an impostor.
See MSP Process live — 30 minutes, no slides.
A working product walkthrough with an engineer, not a sales pitch. Bring your PSA, your ticket volume, and your hardest question — we will configure a live tenant around your scenario and show you exactly how the platform behaves.
Demos should prove, not pitch.
You have seen enough slideware. When you book with us, the first screen is the product, configured live on your scenario.
What a 30-minute demo looks like.
Min 0-5 — Context
Your stack, your ticket volume, and the one problem that matters most today.
Min 5-20 — Live Walkthrough
Configured tenant. EUV, Tech Verification, AI Voice, and your PSA integration — clicked through live.
Min 20-27 — Your Scenario
Bring the case you want stress-tested. We configure and run it while you watch.
Min 27-30 — Next Steps
Trial tenant provisioned, Loom recap sent, specific follow-ups agreed.
Not just a meeting.
Live Product, Not Replay
Every click is real, on a tenant tuned to your environment.
Engineer-Led
The person running your demo also writes the integration code.
Loom Recap Sent
Full recording with timestamps so you can share internally.
Free Trial Tenant
14-day tenant provisioned during the call — start testing immediately.
Custom ROI Model
Savings calculator run with your numbers, exported as a PDF.
Tough Questions Welcome
Bring your security, compliance, and scale worries — we love them.
Pick a time that works.
30 minutes. Real product. No pitch.
Bring the case you want stress-tested. We will configure and demo it live.
Where innovation meets efficiency
in the world of IT support.
MSP Process empowers managed service providers and IT teams to elevate service delivery, reduce risk, and streamline workflows through cutting-edge solutions designed specifically for the dynamic landscape of IT support. Founded by a 15-year MSP operator who already built one category-defining product for the channel — and started over to solve the helpdesk identity problem nobody else would tackle.
Our mission and our why.
The reason we get out of bed every morning — straight from the page that explains who we are.
Our Mission
We built MSP Process because every MSP was losing clients to social engineering attacks that started at the help desk. The answer wasn't another tool stack — it was verifying who you're talking to before the ticket gets opened. So we built one platform that verifies every caller, on every channel, before any tech, ticket, or password ever moves. Run by MSP operators, for MSP operators.
Our Why
Simply put, we are fanatical about the MSP market. We enjoy learning about your business challenges and partnering with MSPs and IT Teams to build solutions that make your life easier. The channel raised us. We give back by building the platform we wish we'd had when we ran our own shop.
Two decades in the channel. One mission.
From running an MSP to founding Backup Radar to building MSP Process — every year shaped what the platform is today.
Patrick Leonard begins his MSP career.
More than two decades before MSP Process existed, our founder was running a managed services practice. Every helpdesk story you've lived — he's lived it.
Identifying a gap in backup reporting becomes a category.
After fifteen years operating an MSP, Patrick spotted a critical gap in backup protection and reporting. Backup Radar became the answer — and today thousands of MSPs around the world rely on it.
The helpdesk became the new attack surface.
Watching peer MSPs get breached through impersonation calls and unverified password resets, Patrick realized identity at the helpdesk was the unsolved problem of the next decade.
A platform dedicated to communication and security between MSPs and their clients.
Following a successful exit from Backup Radar, Patrick launched MSP Process to fix what no one else would. Patent filed in year one.
Met the channel face-to-face — and started taking on customers.
Attended our first IT Nation and began onboarding MSPs onto identity verification. The conversations at that event shaped the early product roadmap and seeded the customer base that the platform now runs on.
Excited about the future of the MSP market with all of the advancements in AI.
Platform now serving 1000+ MSPs and IT teams across 22 countries. AI Voice. Reverse technician verification. Multi-channel orchestration. Today MSP Process integrates natively with the tools the channel actually runs — ConnectWise PSA, Datto Autotask, HaloPSA, Kaseya BMS, SuperOps, and Syncro on the PSA / RMM side; ServiceNow, Zendesk, and Freshservice for ITSM; Microsoft Authenticator and Duo Security for identity; and Microsoft Teams for collaboration. We're just getting started.
Operators, builders, and channel veterans.
The people steering MSP Process have founded MSPs, scaled SaaS businesses, and shipped products in this market for decades.
Patrick has over 20 years of experience in the MSP and IT services industry, driven by a deep passion for helping managed service providers succeed. After operating his own MSP for 15 years, he identified a significant gap in backup protection and reporting, leading him to found Backup Radar. Following a successful exit, Patrick launched MSP Process, a platform dedicated to improving communication and security between MSPs and their clients.
Greg is a seasoned entrepreneur, investor, and startup advisor with deep expertise in VoIP, SaaS, and high-growth technology ventures. He has founded and operated multiple successful companies, driving innovation and scaling businesses to significant exits. Beyond his entrepreneurial work, Greg is active in the startup ecosystem as a VC and PE investor, and as a mentor to emerging founders.
Chris is the VP of Product Management at MSP Process. With over 15 years in Product Management and an extensive background in the MSP market, Chris has moulded the Engineering and Product Management teams into a high-performing crew of code-slinging ninjas who consistently deliver features that delight customers and solve real-world problems. Off-hours: guitar (poorly), dad jokes (horribly), and mini-triathlons.
Four principles we will not bend on.
We will not be the most polished SaaS company. We will be the most useful one for MSPs and IT teams. These are the rules we use to stay honest with that promise.
Identity As Foundation
Security is never retrofitted. Verification is the first event of every workflow — not a checkbox after the fact.
Built By Operators
Every product manager, engineer, and founder has either run an MSP or worked deep inside one.
Patent-Pending Innovation
We invent new primitives when the industry needs them. Reverse Technician Verification is the first.
Customer Data Stewardship
We never sell it, we never train models on it, we never hand it to third parties. Your data stays yours.
Trusted by 1000+ MSPs and IT teams. Counting every day.
Numbers update as the platform grows. The promise behind them stays the same.
"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."
Awards, certifications, and credibility.
A short list of the trust signals MSP buyers and IT auditors actually care about.
We build for MSPs.
Every single day.
Read our manifesto, meet our team, or just book a 30-minute demo with one of the engineers who actually writes the code.
See what MSP Process saves
your service desk this year.
Move the sliders. Toggle the products. Watch the chart. We use the same labor-cost, deflection-rate, and FTE-recovery numbers our customers see in production — sourced from 2026 industry benchmarks and the median across our 1000+ active accounts.
Your operation
Savings by product
Breakdown
Where every number comes from.
No marketing math, no inflated factors. Each line item ties to a measurable activity in your service desk and a published industry benchmark.
AI VoiceAssist labor savings
Two streams. Direct deflection: ~12% of inbound voice tickets are password-reset, MFA reset, or simple status-check calls the AI handles end-to-end with no human tech (after-hours weighted 1.6× for overtime/on-call premium). Per-tech time savings: 4.5 hours per week per technician — voice-to-ticket dictation, auto-routing to the right queue, and pre-verified caller context that removes the "who am I talking to" cycle from every call. Scales linearly with the technician roster.
End User Verification
$12,400/client/year combined: cyber-insurance premium reduction (avg 8% of $24K policy), eliminated audit prep hours, and amortized breach-prevention value (Verizon DBIR: $4.45M average breach cost ÷ 1-in-360 MSP-attributable rate).
AI Triage
22 dispatcher hours/week recovered per 100 clients (categorization, SLA assignment, initial routing). Scales linearly with client count. Source: time-and-motion study across 6 MSP Process accounts, Sept 2025.
ScheduleAssist
2 hours per technician per week recovered on scheduling coordination — onsite visits, follow-ups, recurring maintenance windows, training sessions. Self-serve booking links replace the back-and-forth email chain; the tech sends one link, the client picks a slot, the calendar invite fires. Scales with technician count, not client count.
Channel unification
12% reduction in time-to-resolution on remaining tickets when SMS, Teams, Portal, and email all flow into one PSA queue with shared context. Source: Service Desk Institute 2025 benchmark.
Reseller revenue (when enabled)
40% of your existing clients adopt the white-labeled AI VoiceAssist product within year 1 (typical adoption rate for established MSP/SMB relationships). Net margin of $1,678 per adopted client per month after wholesale cost (Growth tier wholesale price). Numbers reflect new MRR, not displaced revenue.
These numbers, walked through with your data.
Bring your client count, your tech roster, and your last 90 days of ticket volume to a 30-minute call. We'll plug them into this model live and build a business case you can take to your finance team.
MSP & IT support that runs on autopilot.
Three tiers built around the way modern MSPs actually transform service delivery — Secure Identity & Verification, Communication & Ticket Intake, and AI-Driven Automation. Pick a tier. Add AI Voice when you're ready.
Three tiers. One platform. Zero lock-in.
Every plan is custom-priced per technician and client volume — no surprises, no hidden seat fees. Most MSPs land on Pro and add AI Voice on top.
Verification Plus
Secure your service desk & prevent social engineering + impersonation attacks.
Pro
Unified client communication & ticket intake — everything in Verification Plus, plus multi-channel orchestration.
Fair-use limits apply for Notifications & Broadcast SMS
Pro + AI
AI-powered helpdesk automation — everything in Pro, plus the full AI orchestration stack.
30-minute call · we'll scope your tier and price against your actual technician and client volume
AI VoiceAssist — your always-on voice agent.
An AI voice agent integrated directly with your PSA. Automated ticket generation, fully automated triage, identity verification via Authenticator, Duo, SMS, and Teams — plus the ability to resell a customized AI Voice agent to your clients as a premium revenue stream.
AI Voice — Live Call
What's in each plan.
Side-by-side comparison of every feature across Verification Plus, Pro, and Pro + AI.
| Feature | Verification Plus | Pro | Pro + AI |
|---|---|---|---|
| Identity & Security | |||
| End-User Verification | ✓ | ✓ | ✓ |
| Technician Verification (Patent Pending) | ✓ | ✓ | ✓ |
| Secure Data Exchange | ✓ | ✓ | ✓ |
| PSA Integrations | ✓ | ✓ | ✓ |
| Audit Logging & Reporting | ✓ | ✓ | ✓ |
| Technician Mobile App | ✓ | ✓ | ✓ |
| White-Label Branding | ✓ | ✓ | ✓ |
| Communication & Ticket Intake | |||
| Microsoft Teams Ticketing | — | ✓ | ✓ |
| SMS / MMS Ticketing | — | ✓ | ✓ |
| Unified Client Portal | — | ✓ | ✓ |
| Live Website Chat | — | ✓ | ✓ |
| Broadcast SMS | — | ✓ | ✓ |
| Automation Bots | — | ✓ | ✓ |
| On-Call Scheduling | — | ✓ | ✓ |
| Self-Service Password Resets | — | ✓ | ✓ |
| AI & Automation | |||
| AI ChatAssist | — | — | ✓ |
| AI Triage & Dispatch | — | — | ✓ |
| Automated Time Entries | — | — | ✓ |
| AI-Driven EUV | — | — | ✓ |
| Automated Ticket Creation (Email/Webhook) | — | — | ✓ |
| Website Uptime Monitoring | — | Add-On | ✓ |
| Voice | |||
| AI Voice Assist | Add-On | Add-On | Add-On |
World-class MSPs rely on MSP Process.
Gary Allen
Director of IT"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."
Hunter Thevis
COO"To achieve world-class SLAs, you have to meet your customers where they are — on their mobile. MSP Process makes it seamless to integrate SMS with our PSA. Great tool."
Jeff Wilder
President"We leverage the tool daily to validate users for support, and to communicate with clients who prefer SMS. It also replaced our email encryption tool for sharing sensitive information."
Frequently asked questions.
What are the benefits of AI VoiceAssist?
AI Voice streamlines operations, improves client and technician experience, and automates the capture of issues with intelligent routing once details are gathered. Prevents calls from going to voicemail, automates after-hours support for on-call techs, and verifies every caller automatically.
What is Technician Verification?
MSPs are now battling a new threat — attackers impersonating technicians to deceive end users. Our Patent-Pending Technician Verification provides a scalable, repeatable process that enables end users to confidently verify legitimate technicians when they call.
Does AI Voice support End User Verification?
Yes. Our patent-pending AI Voice workflows verify the user before creating or updating a support ticket — via Authenticator, Duo, SMS, or Teams.
Is MSP Process easy to set up?
MSPs can get going in 10–15 minutes on End User Verification and SMS. We're the only provider supporting GDAP for Microsoft Authenticator, making setup very easy. The full Pro setup is typically done in a single onboarding session — with branded marketing materials for your clients and internal technician training included.
Ready to transform
your MSP operations?
Join hundreds of MSPs already using MSP Process to unify verification, automate communications, and scale support with AI. Book a 30-minute demo and we'll quote against your tenant directly.
Every ticket. Read.
Categorized in seconds.
TriageAssist reads every inbound ticket the moment it arrives. Extracts intent, urgency, category, sentiment, and client context — and writes the structured classification straight back to the ticket. Categorization only. Routing stays in your dispatcher's hands.
Categorized in 1.4s.
Intent, urgency, category, sentiment, and client context written to ConnectWise #48291. Dispatcher made the routing call in six more seconds.
Six dimensions of every ticket. Written to the PSA in seconds.
No human reads the ticket first to figure out what it is. TriageAssist does that work — extracts the structured classification, attaches the context, and hands it to your dispatcher already understood.
Intent recognition
Knows that "my printer is jammed" and "can't print" are the same issue. Trained on 10M+ MSP tickets across PSAs, ITSMs, and channels.
Intent · 94% accuracyUrgency scoring
"Our email is down for the whole office" → P1. "When you get a chance…" → P4. Contract SLA, business-hours, and tier weighting baked in.
Urgency · auto-priorityCategory tagging
Two- and three-level taxonomy. Email · M365 · Outage. Endpoint · Hardware · Printer. Tags written back to your PSA category fields directly.
Taxonomy-awareSentiment + tone
Frustrated, panicked, neutral, friendly. Surfaces VIP escalation tone before a tech opens the ticket. No more "didn't realize they were that mad."
Sentiment-awareClient & contract context
Tier, SLA, headcount, contract scope, VIP flags — pulled from your PSA / CRM and attached to the ticket alongside the classification.
CRM-awareMass-impact correlation
Five tickets in ten minutes saying "email is down" on the same tenant get linked as duplicates of one P1 — instead of opening five tickets and burning five SLAs.
Auto-dedupedIngest → parse → classify → contextualize → write.
Every ticket runs the same five-step protocol the moment it lands. TriageAssist categorizes — your dispatcher routes. The two stay cleanly separated, by design.
Ingest
Ticket arrives from any channel — email, Teams, SMS, voice, portal, chat — and lands in the classification queue.
Parse
Subject, body, attachments, sender metadata, channel signal — all extracted into a structured input.
Classify
Intent, urgency, category, sentiment scored. Confidence levels reported. Low-confidence tickets flagged, never silently mis-tagged.
Contextualize
Client tier, contract SLA, VIP flag, recent ticket history, and any matching active P1s attached to the record.
Write
Classification + context written back to the PSA fields. Dispatcher routes from a fully understood ticket — in seconds, not minutes.
TriageAssist classifies. Your dispatcher routes.
We do not auto-route, auto-assign, or auto-escalate. Routing decisions stay where they belong — with your dispatcher, your on-call rules, and your team's judgment. TriageAssist's job is to make sure they're routing from a fully understood ticket, every time.
Read every ticket
No ticket sits in a queue waiting for a human to read it first. TriageAssist reads it the moment it arrives — across every inbound channel.
Sub-2-secondNo silent mis-routing
Below the confidence threshold, TriageAssist flags the ticket and surfaces it for human review. It will not silently push an ambiguous ticket into an L1 dead-end.
Honest-by-defaultMass-impact spotted early
Five "email is down" tickets in ten minutes get correlated into one P1 instead of five separate SLA timers. Your dispatcher sees the pattern before they see five tickets.
Auto-correlatedVIP & contract aware
Sentiment + client tier + contract SLA show up next to the classification. Your dispatcher sees "VIP, panicked, P1 contract" before they assign — not after the escalation hits.
Tier-awareTunable per-MSP
Your taxonomy. Your priorities. Your weights. The model is tuned on your historic outcomes — not a generic SaaS one-size-fits-all classifier.
Per-tenantEvery decision logged
Why was this tagged P1? Why was the category Endpoint and not M365? Every classification is auditable — and the model learns from your dispatcher's overrides.
AuditableAlways on. Every channel. Every ticket understood.
No queue waiting on a human dispatcher to read it. No SLA ticking on an unread inbox. No P1 sitting behind a printer ticket.
Classification fields, populated automatically.
Category, sub-category, priority, sentiment, client context, related-ticket links, confidence score — written directly to the PSA fields your dispatchers already work in.
Numbers from MSPs running TriageAssist.
Average results across the first 90 days post-rollout.
"What we like about TriageAssist is that it doesn't pretend to dispatch for us. It does the reading and tagging — the part our team was wasting an hour on every morning — and leaves the routing call where it belongs."
The triage layer that
does the reading, not the dispatching.
Book a 30-minute demo. We'll run live tickets from your tenant through TriageAssist — classification, context, confidence, and the structured tags written back to your PSA fields in real time.
One platform. Half your stack, gone.
Identity, intake, automation, secure data, voice, scheduling, notifications — capabilities most MSPs assemble from seven or eight separate vendors. We do them in one workflow, with one audit trail.
Compared to point-tool stacks, MSP Process replaces an average of 6–8 vendor contracts, eliminates integration glue between tools, and gives your service desk a single audit trail across every channel. Capability assessments based on each vendor's publicly listed product scope as of 2026.
Beyond the headline names, one stack covers a lot more ground.
Most service desks accumulate small, single-purpose subscriptions over time — one for password pushes, one for outage texts, another for chat. MSP Process collapses those into the same workflow, with the same audit trail.
Secure password & text pushes
Single-use, expiring links for credentials, secrets, and sensitive text — branded, logged to the ticket, and verified to the right end user. No more anonymous pwpush.com links pasted in chats.
Send sensitive data without a separate vendor.
Tax forms, onboarding packets, large attachments, and anything your team would normally route through an encrypted-email or large-file-transfer subscription.
Tell every client at once — through the channel they read.
Multi-channel outbound notifications and SMS Broadcast cover the "is anyone else seeing M365 down?" job a status-page subscription is meant to handle.
Stop paying for a side-channel texting tool.
Two-way SMS / MMS that opens, updates, and closes tickets directly inside the PSA — replacing the standalone shared-inbox SMS apps your techs use today.
Drop the marketing-site chat plugin.
Live website chat that creates verified tickets — instead of a generic chatbot subscription that never makes it into the PSA.
After-hours coverage without a separate vendor.
A 24/7 AI Voice Agent that verifies the caller, opens the ticket, and triages — replacing the answering service or virtual receptionist most MSPs pay for.
Capture time without a second tool.
Voice-driven time entries pull billable hours straight into the PSA — replacing the dictation, transcription, and time-capture add-ons techs rely on today.
Triage built in, not bolted on.
AI categorization, queue routing, and intake summaries — without a separate copilot subscription priced per agent on top of your PSA.
Add it up and most service desks save more than they pay — before counting the integration work, the duplicate audit trails, or the security risk of credentials moving through a half-dozen unrelated tools.
One platform. Every capability.
Stop stitching point tools together. See how MSP Process replaces 6–8 vendor contracts with a single integrated platform.
Thread automates the ticket.
MSP Process verifies the human first.
Thread is a chat-first AI ticketing assistant. MSP Process is a complete verified service desk — voice, chat, SMS, identity, automation, and PSA orchestration on one platform.
Quick verdict
When each tool actually fits — no marketing fluff.
- You only need an AI assistant to draft and update tickets inside Teams.
- Identity verification, voice, SMS, WhatsApp, and password reset are not on your roadmap.
- You already pay for separate identity, voice, and outbound notification tools and are happy with that stack.
- You want to verify every caller and every technician before any access — across every channel.
- You want AI Voice, Teams, SMS, WhatsApp, Live Chat, Portal, and email to land in one verified queue.
- You want to retire the separate vendors for password push, scheduling, broadcast SMS, and on-call alerting.
Where MSP Process wins
Side-by-side, here's what you actually get with MSP Process that Thread won't ship.
Feature-by-feature
Focused on the capabilities you'd actually want from this category.
Where Thread is genuinely strong
No comparison page is honest if it pretends a competitor has nothing going for them. Here's the real story.
Switching from Thread? It's usually a 1-day project.
Most teams that move from Thread keep their PSA in place, install MSP Process side-by-side for one client, and migrate the rest of the book within a couple of weeks. We share an onboarding plan and an admin walks you through it.
Book a switching call →One verified service desk.
Replace Thread and 4–6 more tools.
See MSP Process answer your calls, verify your callers, run your tickets, and log the audit trail — in one demo.
CyberQP secures one workflow.
MSP Process secures every channel — and runs the desk.
CyberQP is a helpdesk identity and privileged-access tool. MSP Process verifies identity AND runs the entire service desk — voice, chat, SMS, password reset, scheduling, on-call, and automation.
Quick verdict
When each tool actually fits — no marketing fluff.
- Your only goal is to verify callers and rotate privileged credentials inside an existing helpdesk.
- You don't need AI Voice, multi-channel ticketing, or mass client communications.
- You're fine running CyberQP plus a separate ticketing, voice, scheduling, and notifications stack.
- You want one verified platform for every inbound channel — voice, Teams, SMS, WhatsApp, portal, email, chat.
- You want technician-side reverse verification, not just end-user identity checks.
- You want to retire a half-dozen subscriptions: voice answering, SMS, broadcast, scheduling, on-call, password push.
Where MSP Process wins
Side-by-side, here's what you actually get with MSP Process that CyberQP won't ship.
Feature-by-feature
Focused on the capabilities you'd actually want from this category.
Where CyberQP is genuinely strong
No comparison page is honest if it pretends a competitor has nothing going for them. Here's the real story.
Switching from CyberQP? It's usually a 1-day project.
MSP Process and CyberQP can run side-by-side during evaluation. Most teams keep CyberQP's privileged-access vault if they're already using it, and consolidate the rest of the verification, voice, and ticketing surface area onto MSP Process.
Book a switching call →One verified service desk.
Replace CyberQP and 4–6 more tools.
See MSP Process answer your calls, verify your callers, run your tickets, and log the audit trail — in one demo.
Traceless verifies the caller.
MSP Process verifies — and runs everything that happens next.
Traceless is a single-purpose end-user verification tool. MSP Process includes EUV in 13+ verification methods — and adds the rest of the verified service desk.
Quick verdict
When each tool actually fits — no marketing fluff.
- You only need a stand-alone identity-check pop-up your tech can fire mid-call.
- You're happy keeping voice, SMS, scheduling, on-call, and password tools in separate vendors.
- You don't need reverse verification, AI voice, or multi-channel ticketing.
- You want EUV plus the entire verified service desk on one platform.
- You want reverse technician verification — not just end-user identity.
- You want to consolidate the long tail of MSP point tools into one auditable workflow.
Where MSP Process wins
Side-by-side, here's what you actually get with MSP Process that Traceless won't ship.
Feature-by-feature
Focused on the capabilities you'd actually want from this category.
Where Traceless is genuinely strong
No comparison page is honest if it pretends a competitor has nothing going for them. Here's the real story.
Switching from Traceless? It's usually a 1-day project.
Migrating from Traceless is easy because the EUV experience is included in MSP Process. We map your existing verification methods to ours and you light up the rest of the platform on the same client tenants.
Book a switching call →One verified service desk.
Replace Traceless and 4–6 more tools.
See MSP Process answer your calls, verify your callers, run your tickets, and log the audit trail — in one demo.
TimeZest books an appointment.
MSP Process books the appointment, verifies the human, and runs the rest of the desk.
TimeZest is a calendar booking tool for MSPs. MSP Process replaces it with ScheduleAssist — and adds verified ticketing, voice, identity, and the rest of the service desk.
Quick verdict
When each tool actually fits — no marketing fluff.
- You only need PSA-aware scheduling and you're already happy with your other tools.
- You don't need verified identity, voice, or multi-channel intake.
- You want scheduling integrated with verified ticketing — every booking opens an enriched, identity-checked ticket.
- You want to consolidate scheduling, voice, ticketing, password push, and broadcast into one bill.
- You want on-call rotations, escalation, and identity verification on the same calendar surface.
Where MSP Process wins
Side-by-side, here's what you actually get with MSP Process that TimeZest won't ship.
Feature-by-feature
Focused on the capabilities you'd actually want from this category.
Where TimeZest is genuinely strong
No comparison page is honest if it pretends a competitor has nothing going for them. Here's the real story.
Switching from TimeZest? It's usually a 1-day project.
Run TimeZest and MSP Process side-by-side for a couple of weeks. We sync your tech rotations and SLA windows, then route a few clients to ScheduleAssist to validate before retiring TimeZest.
Book a switching call →One verified service desk.
Replace TimeZest and 4–6 more tools.
See MSP Process answer your calls, verify your callers, run your tickets, and log the audit trail — in one demo.
PagerDuty pages a human.
MSP Process answers the call, verifies the human, and writes the audit trail.
PagerDuty and AlertOps page humans when alerts fire. MSP Process orchestrates the whole verified response — voice, identity, ticketing, and PSA log — in one platform.
Quick verdict
When each tool actually fits — no marketing fluff.
- You only need pager / on-call rotations and your service desk is run somewhere else entirely.
- You don't need verified ticketing, voice answering, or multi-channel intake.
- Your alerting volume is enterprise-DevOps-scale and you're standardised on a SaaS pager.
- You want on-call escalation and ticketing inside the same verified platform.
- You want AI Voice to answer the call, verify the caller, and route to on-call automatically.
- You want every page, every text, and every callback logged to the verified ticket.
Where MSP Process wins
Side-by-side, here's what you actually get with MSP Process that PagerDuty / AlertOps won't ship.
Feature-by-feature
Focused on the capabilities you'd actually want from this category.
Where PagerDuty / AlertOps is genuinely strong
No comparison page is honest if it pretends a competitor has nothing going for them. Here's the real story.
Switching from PagerDuty / AlertOps? It's usually a 1-day project.
Coexistence is common — keep PagerDuty for engineering pages, route MSP service desk and after-hours through MSP Process. Most MSPs eventually retire PagerDuty for the service desk side once they see the unified audit trail.
Book a switching call →One verified service desk.
Replace PagerDuty / AlertOps and 4–6 more tools.
See MSP Process answer your calls, verify your callers, run your tickets, and log the audit trail — in one demo.
CloudRadial gives clients a portal.
MSP Process verifies the portal, every channel, and every action.
CloudRadial and Invarosoft are client-portal products. MSP Process includes a verified portal AND adds AI Voice, Teams, SMS, WhatsApp, identity, and the entire service desk.
Quick verdict
When each tool actually fits — no marketing fluff.
- Your only need is a branded client-facing dashboard and you're happy with your other tools.
- You don't need voice answering, multi-channel ingestion, or identity verification.
- You want a verified portal AND the rest of the service desk on one stack.
- You want every portal action — ticket open, password reset, file share — to carry a verified identity and an audit trail.
- You want AI Voice, Teams, SMS, WhatsApp, and chat to roll into the same client experience.
Where MSP Process wins
Side-by-side, here's what you actually get with MSP Process that CloudRadial / Invarosoft won't ship.
Feature-by-feature
Focused on the capabilities you'd actually want from this category.
Where CloudRadial / Invarosoft is genuinely strong
No comparison page is honest if it pretends a competitor has nothing going for them. Here's the real story.
Switching from CloudRadial / Invarosoft? It's usually a 1-day project.
You can keep CloudRadial running for clients during evaluation and run MSP Process's portal in parallel. Once you see verified ticketing land in the same UX, most teams consolidate the portal too.
Book a switching call →One verified service desk.
Replace CloudRadial / Invarosoft and 4–6 more tools.
See MSP Process answer your calls, verify your callers, run your tickets, and log the audit trail — in one demo.
Self-booking that knows
your service desk.
Verified end users book directly with the right tech — no back-and-forth emails, no dispatcher coordination, no double-booking. ScheduleAssist respects on-call rotations, client SLAs, and your PSA calendar automatically.
Booked in 47 seconds.
Identity verified, SLA window respected, calendar invite + SMS reminders fired, ticket #4827 synced to ConnectWise. No dispatcher touched it.
Six capabilities only an MSP-grade scheduler can ship.
Generic Calendly works for sales calls. It doesn't know your on-call rotation, your client SLAs, or your PSA. ScheduleAssist does — because it was built inside your service desk, not bolted on.
EUV-verified booking
Every booking link requires identity verification before the calendar even loads. Authenticator, Duo, SMS, Teams. No spoofed appointments, no calendar squatting.
Zero TrustSchedule over the phone
Alpha (AI VoiceAssist) takes inbound calls, verifies the caller, captures the issue, and books the appointment on the spot — no portal, no link, just talk.
AI Voice bookingAfter-hours intelligence
After-hours, weekend, and holiday bookings auto-route to the on-call rotation only. Contract SLA windows enforced. The wrong tech never gets paged.
On-call awareSchedule over chat
AI ChatAssist takes inbound chats from your portal, Teams, or WhatsApp — verifies the user, creates the ticket, and books the appointment. Same flow as voice.
Chat bookingMulti-channel reminders
SMS, email, and Teams reminders at 24h, 1h, and 15 minutes — all from your branded sender. Cut your no-show rate to near zero.
Triple reminderTech-pod scheduling links
Techs fire a scheduling link to the client right from inside the PSA ticket — or push it into Teams, SMS, or WhatsApp. Manual when you need it, automated when you don't.
PSA-embeddedBooking link to confirmed in under 60 seconds.
Six steps. One verified flow. The dispatcher never touches it. The wrong tech never gets booked. The PSA stays in sync the whole time.
Link sent
From the PSA, ticket autoresponder, signature, portal, Teams, or SMS. Wherever the client already is.
Identity verified
EUV gates the calendar. Authenticator, Duo, SMS or Teams push. The wrong person never sees a slot.
Slots resolved
Only valid times shown. PSA conflicts, on‑call rotation, SLA window, tech skill match, time zone all applied.
SLA & on‑call honored
Contract SLA windows, after‑hours rules, and on‑call rotations are automatically applied to the offered slots.
One‑click book
Client picks a slot. Confirmation, calendar invite, Teams and SMS reminders, prep form. All fired instantly.
PSA synced
Appointment creates or updates the ticket, blocks the tech calendar, logs the audit row.
Calendly works for sales calls. Not for service desks.
Generic schedulers don't know your on-call rotation, your contract SLAs, or your PSA. ScheduleAssist was built inside the service desk — every booking is verified, routed, and synced before a tech is ever touched.
Our dispatchers used to spend half their day playing email tag to set up appointments. ScheduleAssist killed the back-and-forth completely. Verified clients self-book against our actual on-call rotation, the PSA stays in sync, and we cut no-shows by more than half. It's the only scheduler I've seen that actually understands a service desk.
Your brand on every booking. Never ours.
ScheduleAssist runs entirely on your branded domain — your logo, colors, wordmark. Calendar invites, email confirmations, and SMS reminders all come from you. No MSP Process badging anywhere.
Your custom domain
Bookings live on a subdomain you control — e.g. bluewolfmsp.com/book — fully branded URL clients trust.
Your logo, colors, fonts
Match your brand pixel-for-pixel. Per-client branding for white-label resellers — every tenant gets its own identity.
Branded confirmations & reminders
Every email, calendar invite, and SMS reminder carries your brand — never ours. Clients never know MSP Process is in the loop.
Plugs into the PSA you already run.
Bookings sync to ConnectWise, HaloPSA, Autotask, and the rest. Tech calendars block automatically. The audit row writes back to the source ticket.
Numbers from MSPs running ScheduleAssist.
Average results across the first 90 days post-rollout.
Let clients self-book the right tech.
Book a 30-minute demo. We'll wire ScheduleAssist into your PSA + on-call rotation + SLA windows live, and run a verified booking flow against your tenant — start to confirmed in under 60 seconds.
Your service desk
in their pocket.
A field-ready mobile app that gives every technician their tickets, schedule, secure SMS, and on-call alerts in one place. Every interaction logs back to your PSA in real time. No more switching apps. No more lost context. No more SMS sitting on personal phones.
Everything a field tech needs. Nothing they don't.
Tickets. Schedule. SMS. Live chat. On-call alerts. All in one app, all wired to your PSA. Built for the technician who's already in a server closet, not behind a laptop.
Onsite quick ticket creation
Spin up a ticket in seconds with customizable templates. The tech is already onsite — they shouldn't have to call the dispatcher to log a follow-up. Customer, asset, contract tier, and SLA are pre-filled.
Template engineLive chat from the tech app
On-call resources update notes, change ticket status, and chat with clients without unrolling a laptop. Every message lands in the PSA ticket log. Status changes happen in real time.
PSA-synced chatSecure SMS, off personal phones
Stop your techs texting clients from their personal numbers. The app sends and receives SMS over your PSA-bound number, fully logged. When a tech leaves, the conversation history stays.
Compliance-gradeSchedule on the road
Technicians see their full appointment day, drive-time gaps, and per-client SLA windows. Push reminders fire 24h, 1h, and 15 minutes before. Reschedules sync back to your PSA calendar automatically.
PSA-awareReal-time ticket & schedule alerts
New ticket assigned. Client replied. Onsite appointment in 15 minutes. Page-out from on-call rotation. The right alert at the right moment, routed only to the techs who need to act.
Smart routingOn-call rotation in your hand
If you're on call, the app is the pager. After-hours calls and P1 alerts ring through Push, SMS, and Teams. Snooze, accept, or escalate, all logged. Off-hours? Other techs sleep through it.
Sleep-safeSpeak it. Ticket appears.
From the field, hands full of tools. The tech taps the FAB, dictates the issue, and Alpha fills the ticket. Watch every step land in your PSA.
Tap the + on any screen
The floating action button is always visible from Tickets, Home, or Schedule. One tap to start.
Hold the mic and speak
Tech describes the issue out loud. No forms, no typing, no stylus. Hands stay on tools.
Review the dictation
Verbatim transcript shown. Edit if needed, otherwise tap Process and let Alpha take over.
Alpha extracts the fields
Priority, summary, description, company, type, subtype — all auto-filled and editable.
Ticket #10087 lives in your PSA
Created in ConnectWise / Halo / Autotask. Synced. Audited. Tech moves to the next thing.
The gap between "we have an app" and we have this.
Most MSP techs juggle PSA on a laptop, SMS on a personal phone, and a sticky note for on-call. Here's what changes when the field gets a real tool.
The current state of "mobile MSP"
- ×SMS lives on personal phones. Conversations vanish when techs leave. Compliance auditor takes one look and shuts you down.
- ×Tickets get logged later. Tech finishes onsite, drives back, opens the laptop, types the notes. Hours of context evaporate.
- ×No real-time client comms. Tech replies from a personal number that never reconciles to the ticket.
- ×On-call is a guessing game. Phone rings, tech wakes up, fumbles for laptop just to see what's happening.
- ×Schedule changes don't propagate. Dispatcher reshuffles in PSA, tech finds out at the door of the wrong client.
Field work that actually feels modern
- ✓Every SMS lives in the PSA. Branded sender, full thread, audit-ready. Techs leave and the history stays.
- ✓Tickets logged in real time. Tech updates from the chair next to the server, with photos and voice memos attached.
- ✓Client chat without the laptop. Live chat, status updates, secure file sends, all from the tech's phone, all synced.
- ✓On-call alerts that explain themselves. The push tells the tech what, who, and how urgent. Snooze, accept, escalate.
- ✓Live schedule with reminders. PSA reshuffles propagate instantly. 24h, 1h, and 15-min reminders fire to the right tech.
Numbers from MSPs running the tech app.
Average results across the first 90 days post-rollout.
Our techs used to text clients from personal phones and log tickets at the end of the day from memory. Now every interaction is in the PSA before they leave the parking lot. Compliance got easier. Onboarding got faster. New hires are productive on day one.
Give your techs the right tool.
Book a 30-minute demo. We'll deploy the Technician App into your PSA, walk through the field flow, and onboard your first technician live. iOS and Android, no per-tech license fees.
Password resets, end to end on a phone call.
AI VoiceAssist answers, verifies the end user via Microsoft Authenticator or Duo, resets the credential in your identity stack, and delivers a white-labeled single-use secure link — with no technician in the loop. When a tech does step in, they reset directly from inside the PSA. No console switching. No password read aloud. Nothing lingering.
Password reset complete in 87 seconds.
Verified via Microsoft Authenticator · Logged to ConnectWise ticket #48221 · Zero technician touch.
No technician in the loop. Most resets never wake one.
AI VoiceAssist executes the full password reset flow on a live call. Identity verified, credential reset in your stack, white-labeled link delivered, every step written back to the ticket.
Caller asks
AI Voice answers in under 30s. Recognizes the password-reset intent in natural language — no phone tree, no hold music.
NLP · 30+ LANGUAGESEUV runs
Verified through Microsoft Authenticator, Duo, Photo ID, or secure one-time link — before any credential moves.
MFA · ENTRA + DUOReset executed
Credential force-reset in Entra ID, Active Directory, or your identity provider via secure API call — never spoken aloud.
API · ENTRA / ADBranded link sent
White-labeled, single-use, time-boxed link delivered via SMS or email. The caller sets a brand-new password themselves.
WHITE-LABEL · TIME-BOXEDPSA logged
Ticket created in ConnectWise, Autotask, HaloPSA, or ServiceNow with full transcript and verification chain. Audit-ready.
PSA · ITSM · AUDITWhen a tech needs to do it themselves.
Sometimes the reset comes through Teams, the portal, or a walk-up. The tech runs the same protocol from inside the PSA — no console switching, no password read aloud.
Identity-verified before the click
The tech can't trigger the reset until the requester clears EUV. The button is greyed out otherwise. Default-deny built in.
Default-denyOne-click reset from the ticket
Inside ConnectWise / HaloPSA / Autotask / ServiceNow. Tech never opens a separate console. Never sees a credential.
PSA-nativeAudit chain attached
Verification method, MFA evidence, who initiated, time, channel — all written to the ticket. Auditors love it.
SOC 2 · HIPAAStop reading passwords over the phone.
Password resets are the most-targeted helpdesk workflow in 2026. The traditional flow is the easiest attack surface in your stack.
Reading passwords over the phone.
Verified, branded, single-use, logged.
One reset workflow. Five line items retired.
The legacy password-reset stack is a tax. MSP Process collapses it into one verified, audited workflow.
Numbers from MSPs running verified password resets.
Average results across the first 90 days post-rollout.
Stop reading passwords
over the phone.
Book a 30-minute demo. We will run a live verified password reset against your tenant — AI Voice answers, your registered device approves, the branded link arrives, and the audit log writes itself.
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