MSP Process

Additional features

PSA-integrated AI Voice Agents

These agents answer calls, verify users, and automatically create service tickets, with every interaction securely logged in your Professional Services Automation (PSA) system.

Teams-powered Ticketing

Allows clients to initiate support requests directly from Microsoft Teams, ensuring all conversations are automatically captured, documented, and synced with your PSA.

Automation

Provides tools and bots to streamline service delivery, reduce manual tasks, cut operational costs, and improve overall responsiveness.

End User Verification

A robust security feature that ensures only authorized users can request support, employing methods like Microsoft Authenticator, Duo, Voice, Microsoft Teams, and Chat to verify identity and prevent social engineering attacks.

Technician Verification

Enhances internal security by verifying the identity of technicians, adding another layer of trust to support operations.

Secure Data Sharing

Enables the secure exchange of sensitive information, potentially replacing traditional email encryption tools with more integrated and secure methods.

Integrated SMS/MMS

Allows for seamless communication with clients via text messages, capturing these interactions and syncing them with the PSA.

Client Portal / Mobile App

Offers clients convenient access to support, ticket status, and communication channels through a dedicated portal or mobile application.

Automation Bots

Specific automated tools designed to handle routine tasks and workflows, freeing up technicians' time for more complex issues.

Quick Ticketing

Facilitates the rapid creation of service tickets, streamlining the initial stages of support requests.

Reduced Voicemails

The AI Voice Agents significantly cut down on missed calls and voicemails by answering calls directly and initiating the support process.

Automated Tickets

Ensures that new support requests, whether via voice, chat, or Teams, are automatically converted into documented tickets in the PSA.

Boosted Support Efficiency

By automating routine tasks and improving communication channels, the overall speed and consistency of support delivery are enhanced.

Secure Interaction Logging

Every single interaction across all channels (Voice, SMS, Chat, Ticketing) is securely captured and meticulously documented within the service ticket in your PSA.

Social Engineering Attack Prevention

The multi-factor End User Verification process acts as a critical barrier against unauthorized access attempts that rely on social engineering tactics.

Zero Trust Approach Support

The strong emphasis on verification and secure access aligns with and supports a comprehensive Zero Trust security framework.

Improved Client Experience

By meeting clients where they are (e.g., Microsoft Teams, SMS) and providing faster, more consistent support, the overall client satisfaction is enhanced.

Real-Time Support

Integrations and automation enable quick responses and immediate assistance, minimizing client wait times.

Seamless Connectivity (Integrations)

The platform is designed to integrate smoothly with a wide array of existing MSP tools and Professional Services Automation (PSA) systems.

Datto Autotask Integration

Direct connectivity with Datto Autotask for streamlined PSA operations.

Halo PSA Integration

Seamless integration with Halo PSA for comprehensive service management.

Kaseya BMS Integration

Compatibility with Kaseya Business Management Solution (BMS) for integrated workflows.

DUO Security Integration

Direct integration with DUO Security for enhanced multi-factor authentication.

ConnectWise PSA Integration

Works seamlessly with ConnectWise PSA to automate workflows and ticket management.

SuperOps AI Integration

Partnership with SuperOps AI for advanced AI capabilities within the MSP process.

Microsoft Authenticator Integration

Utilizes Microsoft Authenticator as a method for robust end-user identity verification.