MSP Process

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

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

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

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.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Direct connectivity with Datto Autotask for streamlined PSA operations.

Seamless integration with Halo PSA for comprehensive service management.

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

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

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

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

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