What Msp Process, Llc does

MSP Process, LLC is a privately held software company headquartered in Madisonville, Louisiana, founded in 2021 by Patrick Leonard following his exit from Backup Radar after 15 years operating an MSP. The company builds an AI-native Zero Trust service desk platform that prevents social engineering attacks at the IT helpdesk by verifying caller identity, automating ticket intake across multiple channels, and gating every privileged action behind MFA approval before execution. Core products include the patent-pending AI Voice Verification engine, the AI VoiceAssist 24/7 AI voice agent, End User Verification across 13 methods, Reverse Technician Verification, Secure Data Sharing, TriageAssist AI ticket classification, and a unified multi-channel orchestration layer covering Teams, SMS/MMS, WhatsApp, client portal, voice, email, and live chat. The platform is SOC 2 Type II certified, integrates natively with the major MSP PSAs (ConnectWise, Datto Autotask, HaloPSA, Kaseya BMS, SuperOps, Syncro) and enterprise ITSM tools (ServiceNow, Zendesk, Freshworks), and runs on Microsoft Azure infrastructure.

The company sells through a three-motion go-to-market: a direct sales motion with custom-priced Calendly-booked 30-minute demos wired to the prospect's PSA environment; a channel-first motion via MSPs who white-label the platform and resell it to their end clients under their own brand; and a self-serve freemium tier that ends February 1, 2026. Pricing follows a two-tier SaaS structure (Verification Plus entry tier and Pro full-platform tier) with custom per-technician and per-client quotes, and an AI VoiceAssist add-on that enables white-label reseller economics cited at $1,678 net margin per adopted client per month. The platform serves primary segments of Managed Service Providers and enterprise IT teams, with vertical-specific solutions for Healthcare (HIPAA-ready) and Financial Services (PCI DSS, SOX, FFIEC-aligned), and is deployed across 22 countries on six continents with 1000+ active customers, 20M+ identities verified, and a reported 96% retention rate and 4.9/5 average across 23 verified Channel Program reviews.

Name

Msp Process, Llc

Legal name

MSP Process, L.L.C.

Website

https://mspprocess.com

Company type

Private

Founded year

2021

Operating status

Operating

Headcount range

1–10 employees

Short description

MSP Process, LLC is a privately held SaaS company that provides an AI-native Zero Trust service desk platform for Managed Service Providers and enterprise IT teams, verifying caller identity, automating multi-channel ticket intake, and gating privileged helpdesk actions behind MFA before execution.

Ownership category

akta.pro rank

Product category

IT Service Desk Software

NAICS

Computer Systems Design and Related Services (5415), Custom Computer Programming Services (541511)

SIC

Services-Prepackaged Software (7372), Services-Computer Programming, Data Processing, Etc. (7370)

akta.pro primary industry

IT Incident, Problem & Change Management Platforms (HDAEALAI)

akta.pro secondary industries

IT Knowledge Management & Service Desk Platforms (HDAEALAH), Contact Center Speech AI (agent assist, IVR automation) (HDAAAFAL), Responsible AI, Security & Privacy Platforms (Safety, Guardrails, PII) (HDAEANAG)

Keywords

• Service desk software
• Identity verification platform
• MSP management tools
• Helpdesk automation
• AI voice assistant

Headquarters

HQ city

Madisonville

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Infrastructure, Operations

Revenue model

1. SaaS Subscription — Verification Plus: Entry-tier plan providing End User Verification, Technician Verification, Secure Data Exchange, PSA integrations, Technician Mobile App, white-label branding, and 5 technicians included. Custom-priced per technician and client volume. Billing is month-to-month with annual options implied by standard SaaS cadence.
2. SaaS Subscription — Pro: Full platform tier including all Verification Plus features plus Teams Chat Ticketing, SMS/MMS, WhatsApp, Client Portal, Live Chat, Broadcast SMS, Automation Bots, On-Call Scheduling, AI ChatAssist, TriageAssist, and Automated Time Entries. Custom-priced per technician and client volume. The tier most MSPs land on, with AI VoiceAssist as an add-on.
3. AI VoiceAssist Add-On: Full AI Voice agent add-on priced on top of Verification Plus or Pro. Includes 24/7 call handling, automated ticket generation and triage, call recording, automated time entries, custom agents with routing logic, and ability for MSPs to resell a customized AI Voice agent to clients as a white-labeled revenue stream. Reseller revenue model cited as 40% client adoption within year 1, $1,678 per adopted client per month net margin.
4. AI VoiceAssist — White-Label Reseller Revenue: MSPs can resell a customized AI Voice agent to their end clients as a premium revenue stream. Wholesale pricing (Growth tier) with net margin of $1,678 per adopted client per month after wholesale cost. 40% of existing MSP clients adopt within year 1 per ROI calculator methodology.
5. Free Plan: Free tier providing End User Verification for Email and SMS with 50 email uses per month (MSP Process branded) and 20 SMS uses per month. Limited to 10 companies and 3 technicians. No dedicated phone number or advanced features. Acts as a lead-gen and evaluation funnel for paid upgrades. Plan ending Feb 1, 2026.

Pricing tiers

Go-to-market motion3 records

Distribution channels4 records

Marketing channels6 records

Core offering

MSP Process builds and sells an AI-native Zero Trust service desk SaaS platform that verifies caller identity across 13 methods before any privileged helpdesk action is taken. The platform unifies multi-channel intake (voice, Teams, SMS, WhatsApp, client portal, email, chat), runs an AI VoiceAssist 24/7 voice agent, performs AI ticket triage, and synchronizes every interaction bi-directionally with major PSA and ITSM systems. It is sold primarily to Managed Service Providers and enterprise IT teams to prevent social-engineering and vishing breaches at the helpdesk.

Product overview

MSP Process is an AI-native social engineering defense platform and unified service desk for MSPs and IT teams, designed as a single SaaS platform that replaces 6-8 standalone vendor tools. The platform is organized around three core pillars: Identity & Security (AI Voice Verification, End User Verification, Technician Verification, Secure Data Sharing, Password Reset), Intake & Orchestration (AI VoiceAssist, Teams Chat Ticketing, SMS/MMS Ticketing, WhatsApp Messaging, Client Portal, Mobile Tech App, On-Call Scheduling, Live Website Chat, Incident Response), and Automation & Resolution (TriageAssist, Automation Bots, Quick Ticketing, ScheduleAssist, Outbound Notifications, SMS Broadcast, Password Rotation). The platform is offered in two pricing tiers: Verification Plus (identity and security focus) and Pro (full platform with all communication and automation features). AI VoiceAssist is available as an add-on to both tiers. The platform integrates natively with the major MSP PSAs (ConnectWise PSA, Datto Autotask, HaloPSA, Kaseya BMS, SuperOps, Syncro), enterprise ITSM tools (ServiceNow, Zendesk, Freshworks), and identity providers (Microsoft Authenticator, Duo Security, Microsoft 365/Entra ID). The company was founded in 2021 by Patrick Leonard, a 15-year MSP operator, following his exit from Backup Radar.

Differentiator

Problem solved

Functional benefit

Products and services

• MSP Process Platform AI-native Zero Trust service desk SaaS platform that verifies caller identity across 13 methods before any privileged action, unifies multi-channel intake (voice, Teams, SMS, WhatsApp, portal, email, chat), performs AI ticket triage, and syncs bi-directionally with major PSA and ITSM systems. Sold to Managed Service Providers and enterprise IT teams on a per-technician subscription basis with custom quotes.
• AI VoiceAssist AI voice agent add-on available on top of the MSP Process platform. Answers every call 24/7, verifies caller identity via Authenticator, Duo, SMS, or Teams push, creates and triages tickets, and pages on-call technicians only for genuine emergencies. Includes call recording, SMS continuation, custom agents with normal and after-hours routing, and can be white-labeled and resold by MSPs to their end clients.
• Verify My Tech Free public-facing deepfake and impersonation defense tool for MSP clients. When a technician calls a client, the client enters a verification code from the PSA into a public widget (verify.mytech URL) to confirm the technician is real. No app installation or login required. Protects against voice cloning attacks impersonating MSP technicians.

Quantifiable outcome

• Sub-60-second average caller verification — replaces 8–12 min unverified ID check
• +11 more outcomes

Named customers12 records

Segments4 records

Ideal customer profiles4 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration13 records

AI capability8 records

Feature8 records

Partnerships

21 partnerships are on record, tiered core and secondary.

• Microsoft AzurecoreTechnology or Integration · 1 January 2024Cloud infrastructure hosting, storage, networking, and monitoring. Primary cloud provider for MSP Process SaaS platform. Also used for encrypted backups and disaster-recovery storage. All Customer Data stored/processed within the Services is handled on Azure. Listed on Subprocessors page.
• OpenAIsecondaryTechnology or Integration · 1 January 2024AI model inference for product features including ticket summarization and verification workflows. Prompt and completion content submitted by the Services — excludes use for model training under enterprise/API terms. Listed on Subprocessors page.
• Google (Gemini)secondaryTechnology or Integration · 1 January 2024AI model inference for product features. Prompt and completion content submitted by the Services — excludes use for model training. Listed on Subprocessors page alongside OpenAI for AI model inference.
• Microsoft TeamscoreTechnology or Integration · 1 January 2023Native Teams integration. Verified business publisher with green checkmark. GDAP-ready for MSPs. DM the MSP Process bot or @mention in a channel — verified ticket opens instantly in the PSA. MFA push fires inside Teams before any privileged action. Full Teams transcript and verification chain written to the ticket. Entra ID native authentication. Branded adaptive cards inline. Reverse tech verification tap inside Teams.
• Microsoft AuthenticatorcoreTechnology or Integration · 1 January 2023Native Authenticator push on every privileged helpdesk request. Reads Entra ID directly — no separate identity store. Biometric approval (Face ID/fingerprint) on registered devices. Conditional Access policy aware — device, location, risk evaluated. Full audit chain written to both PSA ticket and Entra ID audit logs. GDAP support for Microsoft 365 multi-tenant deployments. 'No new app needed' — leverages Authenticator users already have.
• Duo Security (Cisco)coreTechnology or Integration · 1 January 2023Native Duo push for helpdesk verification. Duo Admin Panel audit integration. Device health, OS version, geo, and posture factored in on every push. Duo group policies respected for step-up auth. Helpdesk cannot reset Duo enrollment without Duo-verified proof. Duo Admin Panel logs for unified audit trail. 'Already running Duo for MFA? MSP Process uses Duo's push flows and device trust signals to verify every helpdesk request.'
• SyncrosecondaryTechnology or Integration · 1 January 2023Native Syncro integration. API token connect scoped to ticket, asset, and customer tables. Verified caller automatically linked to correct Syncro asset. Asset context pre-joined to ticket for faster diagnosis. Tech assignment only fires after MFA push approval. Verification chain exportable from Syncro for compliance review. Real-time event stream from Syncro tenant available on integration page.
• ServiceNowsecondaryTechnology or Integration · 1 January 2023Enterprise ITSM integration for internal IT teams. OAuth connect scoped to incident, change, and problem tables. CMDB asset context attached to every verified ticket. Group-aware routing. Change record gating — MFA approval required before change execution. Verification evidence stored as structured ServiceNow records. SOC 2 / ISO audit export per record.
• ZendesksecondaryTechnology or Integration · 1 January 2023Enterprise Zendesk Support integration. OAuth connect scoped to ticket and user tables. Zendesk webhooks stream new-ticket events into MSP Process in real time. Custom field mapping — verification data lands in exact Zendesk custom fields. Tag-aware routing and live event stream. 'Enterprise Zendesk, verified at intake.' Verification chain attached as structured tags for automation.
• Freshworks (Freshdesk/Freshservice)secondaryTechnology or Integration · 1 January 2023Native Freshdesk and Freshservice integration. API key connect scoped to ticket tables. Two-way ticket sync with verified identity. Agent group routing honored. SLA-aware — timers only start on verified work. Custom field mapping and live Freshworks webhooks. Verification chain written as private note on every Freshworks ticket.
• Kaseya BMSsecondaryTechnology or Integration · 1 January 2023Kaseya BMS ticketing sync, time capture, and billing integration. Listed as a PSA integration alongside ConnectWise, Autotask, HaloPSA, SuperOps, and Syncro. Part of the core PSA integrations family.
• TwiliocoreTechnology or Integration · 1 January 2023Voice/SMS communications and related messaging delivery. Phone numbers, call/SMS metadata, and message content processed by Twilio as a subprocess. Handles voice calls and SMS/MMS delivery for MSP Process. Listed on Subprocessors page.
• ClickSendsecondaryTechnology or Integration · 1 January 2023SMS/MMS and messaging delivery services. Phone numbers, message content, and delivery metadata processed by ClickSend as a subprocess. Listed on Subprocessors page alongside Twilio for messaging delivery.
• PostmarksecondaryTechnology or Integration · 1 January 2023Transactional email delivery for account, notification, and verification emails. Recipient email, message content, and delivery/open/bounce metadata processed. Listed on Subprocessors page.
• StripesecondaryTechnology or Integration · 1 January 2023Payment processing and billing. Billing details, payment tokens, and transaction metadata processed by Stripe. MSP Process does not store credit card data on its servers per Privacy Policy. Listed on Subprocessors page.
• AtlassiansecondaryTechnology or Integration · 1 January 2023Issue tracking, project management, and internal support workflows. Support content, operational metadata, account identifiers, and logs processed by Atlassian as a subprocess. Listed on Subprocessors page.
• SentrysecondaryTechnology or Integration · 1 January 2023Application error monitoring and diagnostics. Error stack traces, request context, user identifiers, and browser/environment metadata processed. Listed on Subprocessors page.
• SuperOpssecondaryTechnology or Integration · 1 January 2022Unified PSA + RMM integration. Bi-directional ticket, asset, and automation sync. MSP Process identity and AI orchestration layered on top of SuperOps's unified platform. Automation gating — SuperOps automation only fires on verified requests. Smart tech assignment with contract-aware routing. Sub-second webhook propagation.
• ConnectWisecoreTechnology or Integration · 1 January 2021Deepest integration in the channel. Bi-directional sync of tickets, companies, contacts, agreements, time entries, and configurations. OAuth connect scoped to PSA tables. Native MSP Process pod renders inside ConnectWise Manage. 14 MSP Process capabilities bolt directly into ConnectWise PSA replacing 6-8 standalone vendors. '<1.2s end-to-end verify' performance metric. Most MSPs live and writing verified records back same day.
• Datto AutotaskcoreTechnology or Integration · 1 January 2021Enterprise MSP PSA integration. Native webhooks, contract-aware ticket routing, asset linking. Bi-directional sync of tickets, accounts, contacts, contracts, time entries, configurations, and notifications. 14 MSP Process capabilities native to Autotask including AI Voice, EUV, Teams, SMS, WhatsApp, Portal, AI Triage, ScheduleAssist, On-Call, Password Reset, Secure Data, Broadcast, and Outbound Notifications. 8 first-class objects sync bi-directionally.
• HaloPSAcoreTechnology or Integration · 1 January 2021Most flexible PSA. OAuth 2 secure authentication. Bi-directional sync of tickets, clients, contacts, contracts, assets, agents, and teams. Contract-aware routing, SLA enforcement, asset context pre-joined to tickets. 14 MSP Process capabilities native to HaloPSA. Lockstep sync of the Halo client tree with per-site routing rules and per-contact verification preferences. Sub-second webhook propagation.

Scale indicators11 records

Recent moves6 records

Expansion highlights6 records

Broad incumbents

• Okta: Identity and access management platform providing MFA push (Authenticator-style) flows that MSP Process layers on top of via Microsoft Authenticator and Duo. Comparable identity-verification primitives but broader workforce/consumer IAM scope.
• ServiceNow: Enterprise ITSM platform that MSP Process integrates with for enterprise IT helpdesk use cases. Comparable incident/change/problem workflows and audit capabilities, but at much broader enterprise scale and as a generalist ITSM suite.
• PagerDuty: Enterprise incident management and on-call scheduling platform. Comparable use case (paging, on-call routing, incident response) at a much broader scale across IT and DevOps; listed as a comparison point in MSP Process content.
• ConnectWise: Dominant PSA platform for MSPs and a deep integration partner of MSP Process. Comparable in serving the MSP workflow, but as a broad incumbent with PSA, RMM, and cybersecurity portfolio rather than specialized verification.

Direct peers

• CyberQP: MSP-focused security platform providing end-user verification and privileged access management for helpdesk password resets. Directly comparable to MSP Process's identity-verification core and explicitly named as a competitor in MSP Process's own comparison page.
• TimeZest: Self-service scheduling tool built for MSPs that MSP Process explicitly displaces via its ScheduleAssist product. Comparable buyer (MSPs) and use case (verified appointment booking writing back to PSA).
• Invarosoft: MSP automation platform providing ticket routing, technician assignment, and PSA-integrated workflows. Comparable buyer (MSPs) and feature overlap with MSP Process's automation and orchestration stack.
• Thread (by Thread Security): MSP-focused helpdesk verification and social engineering defense platform. Direct competitor to MSP Process's EUV and AI Voice categories, listed as a comparison point on MSP Process's 'How We Compare' page.
• CloudRadial: MSP process automation platform with PSA integrations that competes with MSP Process's automation bots, ticket triage, and orchestration layer; explicitly named in MSP Process's comparison page.
• Traceless: MSP-targeted identity verification and helpdesk security product. Directly comparable to MSP Process on caller verification and MFA-gated helpdesk actions; named in MSP Process comparison content.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks6 records

Key highlights7 records

Customer concentration

• LinkedInlinkedin.com/company/msp-process

Compliance5 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles3 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Msp Process, Llc