MSP Process is a fabulous product for any MSP. We integrate with ConnectWise PSA and it works seamlessly — automating a number of our workflows. Patrick and his team are a joy to work with.
Gary Allen
Teams Chat Ticketing · AI-Powered
AI-powered ticketing inside Microsoft Teams.
Clients request support directly in Teams, and AI instantly categorizes each request, responds automatically, and creates a fully documented ticket in your PSA. Faster resolutions, less manual work, and seamless communication — right where your clients already work.
500+
MSPs deployed globally
<5 min
Guided deployment
100%
PSA-synced tickets
AI
Auto-categorized
Tickets
KB Articles
Training
Invoices
Activity
💬 Chat With Support
＋ Create New Ticket
🛡 Verify Tech
AI that responds — and captures every detail instantly.
AI assists users in solving their issues automatically while they create, update, and close tickets right from the Teams Ticketing Portal. Every interaction is categorized, prioritized, and written to your PSA with a complete audit trail.
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01
Auto-categorize and prioritize every request
AI reads the user's natural-language request, matches it to a category and SLA, and applies the right priority before a tech ever touches it.
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02
Resolve common issues instantly
Password resets, common how-to questions, status checks — handled in-chat without spinning up a tech. The ticket logs the resolution automatically.
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03
Capture full context before handoff
When AI escalates, the technician inherits the full transcript, device data, and user context — no re-asking, no rework.
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04
Write back to your PSA, every time
Tickets, time entries, notes, and resolution status flow directly into ConnectWise, Autotask, HaloPSA, ServiceNow, and more — no copy-paste.
Technicians chat from inside your PSA or helpdesk.
Give your technicians the ability to initiate chats with users and respond on any tickets — right inside your PSA or helpdesk software. The user sees a Teams message; your tech never leaves ConnectWise, Autotask, HaloPSA, or ServiceNow.
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01
Reply to Teams from your PSA
Every message your tech writes lands as a Teams chat with the user. Their reply comes back as a ticket note. Nothing lives in a private DM.
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02
Initiate chats with verified users
Need to reach out proactively? Start a Teams chat from any ticket, contact, or asset. Identity is confirmed against Entra ID before the conversation begins.
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03
All context. One screen.
The technician sees the AI transcript, ticket history, device details, and the live Teams thread side-by-side — no swivel-chair between apps.
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04
Time entries written automatically
Chat duration logs as billable time. Resolution notes write back. Tickets close cleanly with a complete audit trail.
Teams message in. Documented ticket out.
Every request travels the same path — request, classify, ticket, document. No tabs to swivel between. No tickets falling through the cracks.
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Request
User types a question or taps a quick-reply chip inside the Branded Teams App. Identity verified against Entra ID.
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Classify
AI categorizes the issue, applies SLA & priority, and attaches device and identity context.
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Ticket
A fully populated PSA ticket is created and routed to the right technician — full thread, category, contact, conversation attached.
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Document
Tech replies inside Teams. Time entries, notes, audit log, and closure status all written back to the PSA automatically.
Deploy in minutes — MSP and helpdesk-ready out of the box.
Get up and running in under 5 minutes with our simple, guided deployment. Easily connect your PSA, configure branding, and activate core features with just a few clicks. Start delivering value immediately.
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Connect your PSA
Authenticate with ConnectWise, Autotask, HaloPSA, ServiceNow, Syncro, SuperOps, Zendesk, or Freshworks. Sync companies, contacts, boards, and SLAs in one pass.
~ 60 seconds -
Brand your app
Upload your logo, set your accent color, choose your tone of voice. The Branded MSP app shows up in every client tenant as your brand — not ours.
~ 60 seconds -
Activate AI & flows
Toggle on AI categorization, password reset automations, and verified user / verified tech. Pre-tuned for MSPs — no prompt engineering needed.
~ 90 seconds -
Push to every tenant
GDAP-supported one-click rollout to all your client tenants. Users see the app in Teams the next time they sign in — no install, no training.
~ 90 seconds
< 5 minTotal setup time
GDAPMulti-tenant rollout
White-labelYour brand, your bot
0 linesOf code to write
Lands in the system you already use.
Every Teams chat, AI resolution, password reset, and verified action writes a fully documented ticket — with identity, audit trail, and resolution notes — straight into your PSA or helpdesk.
Trusted by 1000+ MSPs and IT Teams.
MSPs of every shape and size run Teams Chat Ticketing as the front door of their service desk. The numbers below are averages across deployments after 90 days.
500+
MSPs deployed
+38%
Tickets captured
100%
Tickets synced to PSA
< 5 min
Guided deployment
In the words of the MSPs running it every day.
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, on their mobile. MSP Process makes it seamless to integrate with our PSA. Great tool.
Hunter Thevis
We found MSP Process while attending a conference last year. From the very first demo to implementation, the process was incredibly smooth. We leverage the tool daily — not only to validate users for support, but to communicate with clients who prefer chat to email or phone calls. It's even replaced our email encryption tool for sharing sensitive information.
Jeff Wilder
Trusted by 1000+ MSPs and IT Teams
Book a demo and see how AI, communication, and automation streamline your service desk.
Watch a live Teams ticket flow end-to-end — from the user's first message, through AI categorization, into a fully documented ticket in your PSA. 30 minutes, zero pressure.