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MSP Process is a service desk platform for MSPs, with end-user identity verification, secure links, alerting and on-call scheduling. Connect it, and Neo agents can use it while they work a ticket or a chat.

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What Neo can do with MSP Process

  • Verify the end user as part of a password reset, an unlock or an MFA change: Neo emails or texts a verification code to a contact in your PSA (the agent’s instructions pick the ticket contact’s own address, and no check outside the agent enforces that), asks the end user to read it back, and checks it. Neo never shows the code to the agent, so the agent can pass a check only with the code the end user reads back. The agent’s instructions tell it to make the change only after a correct code; to make that a rule for your agent, say so in its instructions too
  • Verify with a Duo or Microsoft Authenticator push, when you use those in MSP Process, and read the result from the verification history
  • Note on the ticket who was verified, how and when, never the code
  • Send an end user a new temporary password as a one-time secure link, instead of writing it in the ticket
  • Send a contact a form to update their details
  • Read who is on call, and open, update or resolve an alert for the on-call technician
See MSP Process API for the permission groups and profiles. MSP Process finds each contact by the email or phone number in your PSA, so there is no company mapping to set up.

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Next steps

Connect MSP Process

Create an MSP Process API key and save it in Neo.