Your clients in Teams.
Your team in reach.
Luke F.
Northwind Dental
- 00:00
Your everyday support tools
Tickets, knowledge base articles, training and invoices give your clients a place to find help inside Teams.
- 00:09
Your latest support activity
- 00:18
A conversation with support
Your clients can chat with your team or create a new ticket from the same place.
- 00:36
+2 stepsHelp with everyday issues
Teams Chat Ticketing handles support requests inside Microsoft Teams, where your clients can ask for help and keep the conversation going. AI categorizes requests, responds automatically and creates documented tickets in your PSA, your professional services automation system.
Your familiar systems. Your conversations connected.
INSIDE THE WORK
Everyday requests.
Less everyday work.
AI helps your clients work through common issues while they create, update and close tickets in the Teams Ticketing Portal. Each interaction reaches your PSA with its category, priority and a record your team can follow.
Requests sorted for your team
01. AI reads your client's request, matches its category and service level agreement, and sets the priority before your technician takes over.
- Categories matched to client requests
- Priorities based on service agreements
- Request details ready for technicians
Help with common requests
02. AI handles password resets, how-to questions and status checks in chat, then records the resolution in the ticket.
- Password resets handled in chat
- Answers to common how-to questions
- Status checks within the conversation
Context ready for your technician
03. When a request needs your team, AI passes along the conversation, device details and user context for your technician.
- Full transcript of the conversation
- Device details alongside the request
- User context for the handoff
Updates in your existing system
04. Tickets, time entries, notes and resolution status flow into your PSA, including ConnectWise, Autotask, HaloPSA, ServiceNow and more.
- Ticket details in your PSA
- Time entries and conversation notes
- Resolution status alongside the record
INSIDE YOUR DESK
Your clients in chat.
Your technicians in context.
Your technicians start conversations and respond to tickets from your PSA or helpdesk, while your clients receive messages in Teams. Your team can keep working in ConnectWise, Autotask, HaloPSA or ServiceNow with the conversation attached to the ticket.
Teams replies from your PSA
01. Your technician's message arrives in Teams, and your client's reply returns as a ticket note for your team.
- Technician messages delivered in Teams
- Client replies saved as notes
- Conversations attached to the ticket
Conversations started by your team
02. Your technicians can start a Teams conversation from a ticket, contact or asset when they need to reach a client.
- Teams conversations from existing tickets
- Client outreach from contact records
- Support conversations from asset records
Your context in one place
03. Your technician sees the AI transcript, ticket history, device details and live Teams conversation together on the same screen.
- AI transcript and ticket history
- Device details beside the conversation
- Live Teams thread in view
Time recorded with the work
04. Chat duration becomes billable time, resolution notes return to your PSA, and the ticket closes with a complete record.
- Chat duration as billable time
- Resolution notes in your PSA
- Complete records for closed tickets
FOLLOW THE REQUEST
A printer issue.
A ticket with context.
Your client reports a printer issue in Teams, and AI categorizes the request before creating a ticket for your team.
Your client's first message
Your client types that their printer isn't working or selects the printer issue option inside the Branded Teams App.
The request in context
AI categorizes the printer issue, applies the service level agreement and priority, and attaches device and user details.
A ticket for your team
A ticket reaches the right technician in your PSA with the conversation, category and contact details already attached.
The work on record
Your technician replies to the Teams conversation, while time entries, notes, activity history and closure status return to your PSA automatically.
GET SET UP
Your app, ready.
Your clients, connected.
We'll help you get set up in under 5 minutes with guided deployment, from connecting your PSA to activating core features.
Connect your existing system
~ 60 seconds: ConnectWise, Autotask, HaloPSA, ServiceNow, Syncro, SuperOps, Zendesk or Freshworks connects to sync companies, contacts, boards and service level agreements.
Bring your own branding
~ 60 seconds: Add your logo, accent color and tone of voice so the Branded MSP app carries your brand in every client tenant.
Put AI to work
~ 90 seconds: Activate AI categorization and password reset automations with settings prepared for MSPs, without writing your own prompts.
Bring every tenant onboard
~ 90 seconds: Roll out through granular delegated admin privileges (GDAP), and your clients see the app when they next sign in to Teams.
- Time to get set up
- < 5 min
- Rollout across client tenants
- GDAP
- Your branding in Teams
- White-label
- Code to write
- 0 lines
PROOF IN PRACTICE
Put to work.
Trusted in daily support.
- 500+
- MSPs using the app
- Across North America, EMEA, and APAC
- +38%
- Tickets captured
- Shadow Teams DMs now become real tickets
- 100%
- Tickets synced to your PSA
- Auto-categorized, time-stamped, audited
- < 5 min
- Guided setup
- PSA connected, branded, and live
FROM YOUR PEERS
In daily use.
In their own words.
Gary Allen
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. GA Director of IT
Hunter Thevis
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. HT COO
Jeff Wilder
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. JW President
LET'S TALK AUTOMATION
Bring your everyday requests.
See the work handled.
In a walkthrough, we'll follow a sample Teams request from the first message through AI categorization to a documented ticket in a representative PSA environment.
Walkthrough
Product walkthrough
Your quote
Bring us the process you most want to stop doing by hand.