“Hi, it’s the finance director — can you reset my password?”
Before your engineer touches that account, Certra confirms the caller is really who they say — across their known channels — and routes it to someone allowed to approve it.
Caller claims to be
Priya Nair · Finance Director · Meridian Ltd
→ Held for A. Osei · IT Manager, Meridian
The problem
You hold the keys to every client, and a phone call is all it takes to test you.
An MSP runs support for dozens of organisations at once. Requests arrive by phone, email and chat, and most are routine. The hard part is the one that isn’t: a caller who sounds right, asking for something they shouldn’t get. The answer is usually spread across a CRM, a ticketing tool, a password manager and someone’s memory — so the check either slows everyone down or quietly gets skipped.
01
Identity is a guess
Caller ID and a familiar voice aren't proof. Social engineers rely on that being close enough.
02
Authority is unclear
Even a real contact may not be allowed to ask. Who can approve what, for which site, lives in nobody's head.
03
Tools don't talk
The customer record, the ticket and the credentials sit apart. The check happens in the gaps, or not at all.
How verification works
Identity and authority, checked inside the ticket.
Four steps, every time. The engineer never leaves the request, and the decision is never theirs alone.
- 01
A request comes in
Phone, email or chat lands as one ticket, linked to the customer, site and contact.
- 02
Identity is checked across channels
Certra tests the caller against their known factors — registered number, email, passphrase — and shows each result.
- 03
A security rating is applied
Factors, request sensitivity and caller history combine into one rating the engineer can act on.
- 04
An approver signs off
Sensitive actions route to a named approver on that account. The sign-off is recorded against the ticket.
Request
Reset password — finance director account
Meridian Ltd · Site: Head Office · Caller: “Priya Nair”
Identity · 3 factors
Approver · A. Osei (IT Manager, Meridian)
Awaiting A. Osei · request logged 14:02 GMT
The platform
One record of who, what and why — with the desk built on top.
Verification only works when the customer, the request and the credentials share a single system. Certra is that system.
CRM
Customers, sites, contacts and approvers — with each contact's verification factors and what they're allowed to authorise.
Support desk
Tickets across phone, email and chat, each tied to the customer record and the verification that gated it.
Approvals
Named approvers per account, thresholds by request type, and a sign-off recorded against every sensitive action.
Credentials vault
Client secrets held with access gated by the same verification, and every retrieval written to the audit trail.
Asset inventory
Devices, licences and access per site, so an engineer knows what a request actually touches before acting.
Not five tools stitched together. One record, one desk, one check.
See it on your accounts →Security posture
You’re trusting us with your clients’ credentials. Here’s what holds.
The verification engine is only as good as the platform under it. Three commitments, stated plainly.
Immutable audit trail
Every verification, retrieval and sign-off is written once and cannot be edited or deleted — only appended. Export the full history of any ticket for a client or an auditor.
Strict tenant isolation
Each MSP's data is separated at the storage layer, not just by a filter in a query. One client's records can never surface in another's desk.
UK data residency
Hosted and backed up in UK regions. Personal and credential data stays in the UK, and we'll name the sub-processors in writing.
Who it’s for
Built for small and mid-sized MSPs.
Five to a hundred staff, running support for many clients at once. The owner, service delivery manager or technical director who signs off the security process — and carries it when something goes wrong.
If your engineers make trust decisions on the phone every day, Certra is where those decisions live.
Pricing
Per seat. No charge for the accounts you protect.
You pay for the engineers using Certra — not for every client, site or contact you add. Verification is in every plan.
CRM, support desk and the verification engine. For teams putting the check in place.
Start hereEverything in Desk, plus the credentials vault and approver workflows for sensitive actions.
Book a demoCustom audit exports, SSO, data-residency terms and onboarding for larger teams.
Contact salesKnow who you’re really talking to, before you act.
Thirty minutes, using one of your real client accounts. We’ll set up its verification flow and run a live check with you.