AI VoiceAssist

Boost your helpdesk operations with our Helpdesk Voice AI Assistant, designed to streamline ticket creation using natural language on incoming calls. By automating ticket generation with smart categorization and context-aware understanding, our AI assistant ensures accurate, real-time ticketing that integrates seamlessly with your existing systems. Enhance productivity, reduce errors, and provide 24/7 support, revolutionizing your helpdesk experience and elevating service efficiency.

Client Portal for Teams

Our Microsoft Teams integration lets clients request support directly from Teams—right where they work. Conversations are instantly converted into fully documented tickets and synced with your PSA. This eliminates context loss, speeds up resolution times, and keeps everything in one place. Built for MSPs, it streamlines communication and boosts client satisfaction. Additionally, this feature supports two-way verification, with all activities logged in your PSA.

End-User Verification & Technician Verification

End-User Verification: Strengthen your service desk security with End-User Verification, giving you a fast and reliable way to verify client identities when they call in. Verification is seamlessly handled within your PSA, using Microsoft Authenticator, Duo, Teams, AI VoiceAssist, SMS, email, landline, and the client portal. Technician Verification: Technician Verification protects your clients from one of the fastest-growing threats in the MSP space—impersonation attacks. Our patent-pending, secure, and repeatable process enables end users to quickly verify that a technician contacting them is truly from your team before engaging in any support.

MSP Process - Client App and Portal

Client APP (Android and IOS) and Portal are built for MSPs to empower customers to commence chats, create or update tickets, and access a comprehensive history of prior interactions. Used in conjunction with MSPP Service Desk Automation, the Client App and Portal allow customers to interact with all tickets created in your PSA. The Portal is a web version of the Client App and can be fully branded with your MSP's logos and color scheme.

MSP Process - Live Chat

Integrated Live Website Chat Widget for your website to respond to inbound requests that are sales or support-related. Brandable Live Chat Widget for your WebsiteRespond to incoming Live Chat requests for Sales or Support.Automated Sequences to ask questions and gather information before technician participation in chat.Integration to PSA to create tickets from chats and insert the logs securely.

MSP Process - Service Desk Automation

End-User and Tech Verification, Agentic AI Teams/SMS/MMS, Secure Data Send, Quick Ticketing and more. MSP Process offers a robust PSA-integrated solution toolbox that enables a Zero Trust Policy and enhances your service delivery with the basic tenet that all client interactions are logged for posterity and compliance. Secure your service desk with End-User and Technician Verification. Enhance your service delivery with Integrated Teams/SMS/MMS with Agentic AI for ticket creation and response, Secure Date Send, and Quick Ticketing using rapid-use templates, and integrated Live Chat. Seamless integration with the Client Portal, Client App, and Technician App. Connectwise Manage, Datto Autotask, Kaseya BMS, HaloPSA, and others.

MSP Process - Technician App

The MSPP Technician App (Android and iOS), in conjunction with MSSP Service Automation, allows your field ticket remote access to the ticketing, and communication features of your PSA, including their schedules. Technicians may view, create, and close tickets on the fly, and use the built-in SMS/MMS infrastructure to communicate with their clients without providing their personal mobile number. Technicians may also respond to Chat requests from their clients too! All interactions are logged into the PSA on the associated ticket.

PSA

MSP Process Automation Bots

Automation Bots aid MSPs in managing common notification challenges associated with their PSA. Promptly notify technicians and clients about ticket status and schedule changes as they occur in your PSA. Notify your clients and technicians via phone, email, SMS, Teams, Slack, and more.

PSA

PSA-Integrated SMS

Connect with clients where they’re most active—via SMS/MMS. Research shows clients are 9x more likely to respond to a text than an email or phone call, making it a powerful channel for your service desk. MSP Process’ integrated SMS solution enhances client communication, accelerates response times, and delivers a more seamless support experience. Say goodbye to using personal technician phone numbers—every SMS/MMS is sent directly from your PSA, with all conversations automatically logged and stored.

Quick Ticketing

Efficient ticket creation during support desk calls is essential for saving time for both technicians and clients. Quick ticket generation lets technicians focus on resolving issues faster, while clients benefit from shorter call times. This efficiency boosts customer satisfaction and allows technicians to manage more requests, increasing overall productivity. Quick ticketing templates are accessible across the MSP Process platform, including PSA and Technician Mobile App.

Secure Data & File Sharing

Securely transmit encrypted data to clients with configurable, single-use links via SMS or email. Perfect for sharing temporary passwords or sensitive information, this feature ensures confidentiality and reduces unauthorized access risks. It includes a built-in, configurable password generator for easy, secure password creation directly within the interface—no extra screens needed. All sharing activity is logged in your PSA, allowing you to track link clicks and data retrieval status for better accountability and incident resolution. Additionally, you can brand links and messages, reinforcing your brand identity.