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The common use is verifying a caller as part of a password reset, an unlock or an MFA change.
Automatically enabled when you configure MSP Process permissions in your agent workflow.

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What it does

  • Email or text a verification code to the ticket’s contact, then check the code the end user reads back
  • Send the contact a Duo or Microsoft Authenticator push, and read the result from the verification history
  • Read the verification history, for example to show who verified a caller on a ticket
  • Store a secret, such as a temporary password, as a one-time secure link, and send the link by text or email
  • Send a contact a form to update their details
  • List, open, update, resolve and delete alerts, and read and write their notes
  • Read your notification groups, who is on call now, and the on-call rotation
Neo never shows the agent the verification code MSP Process sends: the agent passes a check only with the code the end user reads back. MSP Process sends a code only to an email or mobile number that belongs to a contact in your PSA. The agent’s instructions tell it to use the ticket contact’s own address, and never one the end user gives in the message, but no check outside the agent enforces that.

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Permission groups

No MSP Process call always asks a technician; each group’s approval setting decides.
Keep technician approval on account changes when you rely on MSP Process verification. check-code accepts the newest code for your MSP, and the code is not tied to one contact.

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Setup

See Connecting MSP Process to Neo.