MSP Process has acquired Triggr and its security-awareness companion product Phishr, bringing ticket-to-resolution automation into the New Orleans vendor's platform for communication, identity checks, and workflow management. The deal, announced exclusively to CRN, centers on removing the need for technicians to manually handle every step of routine service requests. The acquisition brought roughly five Triggr employees into MSP Process, though financial terms weren't shared publicly.
Before the deal, MSP Process could capture service requests through client portals, Teams tickets, or AI-powered voice interactions, and it offered strong tools for technician output. But it lacked what Patrick Leonard, the company's founder and CEO, described as "a mechanism for actually doing the work in an autonomous way." Triggr fills that gap by letting MSPs route a ticket from intake through completion without requiring a tech to open multiple systems, manually buy licenses, set up accounts, or assign permissions. MSPs can insert approval checkpoints when they want human review before actions execute, or they can let workflows run uninterrupted from beginning to end. One example shared by the company showed a customer handling new-user onboarding 14 times weekly, with each session consuming 30 minutes—a volume that quickly reclaims significant hours when automated.
According to Triggr founder Harvey Copplestone, the product "was created to remove the repetitive work that prevents MSP teams from focusing on higher-value problems." MSP Process COO and Vice President of Corporate Development Greg Celmainis pointed to employee onboarding and offboarding as prime targets for Triggr's capabilities. Leonard emphasized that even smaller MSPs gain meaningful returns by automating tasks that would otherwise consume manual effort, since reclaiming time lets them pursue additional business and lift EBITDA as they scale.
The purchase advances MSP Process's broader strategy of helping MSPs shrink their vendor footprints while building richer data sets to power AI and automation. Celmainis told CRN that clients are "tired of managing" sprawling technology stacks and want consolidated solutions that fit inside existing service packages. But vendor consolidation is only half the story. The company is also focused on capturing activity from calls, chats, tickets, and workflows, then pushing that information into an MSP's professional services automation system, because AI effectiveness hinges on PSA data quality. Two major features—Call Scribe, which transcribes outbound calls and generates time entries, and Schedule Assist, which automates technician booking and Teams meeting setup—are slated for general release by October 1. Consolidating the full chain of data creation for ticketing and PSA records is instrumental, Celmainis said, to making AI and automation deliver real value for MSP clients.
For smaller managed service providers especially, the combined platform promises to turn repetitive, multi-click tasks into background processes that free staff to tackle work requiring judgment rather than rote execution. MSPs operating in competitive markets may find that freeing technicians from routine provisioning and account management tasks becomes a lever for margin improvement rather than a minor operational tweak.