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What this does

Alpha is the AI assistant built into MSP Process. You can ask it questions in plain language about your tickets, clients, users and setup. With your permission, it can also make changes for you, for example add a note to a ticket or log time in your PSA. Alpha can build reports and dashboards too. It works in the portal, and it can also work inside AI apps like Claude or ChatGPT. You stay in control. An admin chooses which systems Alpha may use and which changes it may make. Alpha records every change it makes in the activity log.

Before you start

  • Alpha must be turned on for your company. MSP Process turns it on. You can’t switch it on yourself. Until it is on, the Alpha pages show: “Alpha isn’t turned on for your company yet. Contact MSP Process support to turn it on.”
  • Everyone with Alpha can chat with it and open Reports.
  • Only admins can see the Alpha setup pages (Overview, Permissions, Activity & usage and Settings).
  • Voice conversations are a separate add-on (Alpha Voice). Without it you can still type and dictate.

Where to find Alpha

  1. Sign in to MSP Process.
  2. To chat, click the Ask Alpha button (the wolf icon) in the top bar. The Alpha panel opens.
  3. To set Alpha up, open the left menu and go to AI Service Desk > Alpha.
  4. Pick a page: Overview, Permissions, Activity & usage or Settings.
  5. To open saved reports and dashboards, go to AI Service Desk > Reports.

The Alpha Overview page

The Overview page is the admin’s home page for Alpha. It shows:
  • A status chip. Alpha is on means it is working normally. Changes paused means an admin has paused all changes, so Alpha only reads and answers. Click the chip to open Permissions.
  • A summary line, for example “3 actions allowed (1 set to Automatic) · 2 AI apps connected”.
  • Needs attention. This card lists anything you should fix, each with a button that takes you there. See the table below.
  • Last 7 days. Tiles for Conversations, Actions taken, Tool calls and AI spend, each compared with the previous 7 days.
  • Connected systems. One card for each PSA and documentation system, with its health and when it last synced.

Needs attention items

Health labels on connected systems

  • Healthy: syncing normally.
  • Syncing: a sync is running now.
  • Partly synced: some data synced and some didn’t.
  • Waiting to retry: the last attempt failed and Alpha will try again.
  • Needs attention: something needs fixing, such as credentials.
  • Off, Not connected or Not used by Alpha: Alpha isn’t reading from this system.
If nothing is connected yet, the card says: “No PSA or documentation system is connected to Alpha yet. Connect one in Integrations.”

What Alpha can work with

  • PSAs: ConnectWise, Autotask, Kaseya, ServiceNow, SyncroMSP, Halo, Zendesk, SuperOps and Freshservice.
  • Documentation: IT Glue and Hudu.
  • MSP Process itself: workflows, triggers, on-call schedules, users and other settings, as allowed on the Permissions page.

Next steps

  • Chatting with Alpha
  • Connecting your PSA and choosing what Alpha may change there
  • Permissions and roles
  • Connecting documentation (IT Glue, Hudu)

FAQ

I don’t see the Alpha pages in the menu.

The setup pages appear only for admins, and only once Alpha is turned on for your company. Technicians see the Ask Alpha button and Reports only.

The AI spend tile says “Not tracked yet”.

Cost tracking starts once model prices are set. This is set up on the MSP Process side.