Stop impersonation.
Automate support.
Verify every interaction.
When someone calls your helpdesk claiming to be a client, can your team actually verify them? MSP Process confirms every identity before any action is taken — across AI Voice, Teams, WhatsApp, Voice, and SMS — and logs everything straight into your PSA.
Every call answered. Every caller verified. Every ticket logged.
Your AI Voice Assistant answers 24/7, verifies the caller’s identity before anything happens, then creates the ticket and routes the request automatically — so nothing falls through the cracks and no unverified user slips through.
No verification.
No access.
No exceptions.
Your helpdesk is only as secure as the last call it answered. MSP Process verifies every user in seconds — before any action is taken, any password reset, any ticket opened. Ten verification methods. One click for your team.
Hackers aren't just targeting your clients. Now they're pretending to be you.
Your clients trust your team implicitly. Attackers know that — and now they’re using it against you, posing as your own technicians to gain access. MSP Process gives every user a simple way to verify who’s really on the other end of the call, with patent-pending Technician Verification that can’t be replicated.
Your clients are already in Teams. Meet them there.
Raise tickets, get verified, and resolve issues without leaving Teams. Every conversation captured, categorized, and synced to your PSA instantly.
How it works
Verified Support In Three Steps
Every ticketing interaction over Voice, AI Voice, Teams, SMS and more follows the same trusted path.
1 Service Request Initiated
A user reaches out via AI voice, phone calls, Teams, SMS, or your client portal. The MSP Process handles the request before it reaches a technician.
- AI voice
- Phone call
- Teams
- Client portal
- SMS
2 Identity Verified
The caller is verified in seconds using your chosen MFA method such as Microsoft Authenticator, Duo, or SMS. No verification, no access. No exceptions.
- End User Verification
- Tech verification
- MFA
3 Ticket Created & Routed
AI triage categorizes the request, creates a ticket, and routes it to the right technician or queue all securely logged to your PSA automatically.
- Auto ticket creation
- AI triage
- Intelligent routing
- On-call scheduling
- Advanced notifications
Built for MSPs and IT Teams. Powered by Innovation.
Communication
Schedule Assist
Service Desk Automation
Automated Triage
Seamless Integrations for Smarter Service Delivery
ConnectWise PSA
Datto Autotask
ServiceNow
HaloPSA
Kaseya BMS
SuperOps
Microsoft Teams Notifications
Microsoft Authenticator
Duo Security
Syncro
Freshworks
Zendesk
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 Manager, and it works seamlessly automating a number of our workflows. Patrick and his team are a joy to work with.”
Hunter Thevis - COO “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.”
Jeff Wilder - President “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 out email encryption tool to allow us to send secure text and emails for sharing sensitive information.
Channel Program Recognizes MSP Process
Channel Program awarded MSP Process Category Leader, Most Viewed Profile, and Fastest Growing Badges for Q2 2025.
IAM
Fastest Growing
Zero Trust
Most Viewed Profile
Trusted by 500+ MSPs and counting all over the globe.
