WHITE-LABEL HELP DESK · AUTOTASK
White-label help desk for MSPs on Autotask PSA
L1 and L1.5 tickets worked inside your Autotask PSA instance, under your brand, to your SLAs. Your clients see your company name; your board stays the single source of truth.
Named lead + backup
$1,500 monthly minimum, billed in USD Book a 20-min fit call
Why it matters that we work in Autotask
Most outsourced help desks ask you to forward tickets into their system, then copy updates back. That breaks your SLA clocks, splits the client history and leaves your engineers guessing. We work as named technicians inside your Autotask PSA instance instead, so every ticket, note and time entry stays where your team already looks.
Autotask PSA, from Kaseya (formerly Datto), runs the service desk for a large share of US MSPs. We join your queues as your resources and work the tickets you route to us, with your workflow rules, issue types and SLAs unchanged.
Seat licensing for our technicians is agreed with you before go-live. We use your MFA rules and logged sessions, and access is removed the day an engagement ends.
What we work with in Autotask
- QueuesWe work the queues you assign, such as Tier 1 or Monitoring Alerts, and leave the rest to your team.
- Workflow rules and SLAsYour workflow rules and service level agreements keep firing as configured; we work inside them.
- Time entries and notesEach action is a time entry with internal and client-visible notes, so contracts and billing stay correct.
- Configuration itemsWe update configuration items and attachments so your documentation stays current.
- EscalationsTickets we cannot close are reassigned to your nominated queue or resource with steps taken and a suggested fix.
- Datto RMM alertsAlerts that already open tickets from your RMM are triaged in the same flow.
How a ticket moves
| Step | What happens in Autotask |
|---|---|
| 1. Ticket arrives | By email, client portal, phone or RMM alert, into the queue you route to us |
| 2. Triage | Issue type, priority and SLA checked; account and configuration item confirmed |
| 3. Work | Resolved under your brand; time entry and notes logged |
| 4. Escalate or complete | Completed with the client, or reassigned with full notes |
| 5. Report | Weekly report every Monday: opened, resolved, escalated, SLA by priority |
Service levels: Critical first response 15 minutes, High 1 hour, Normal 4 business hours, agreed in writing before go-live.
US coverage
Business-hours plans cover 8am–6pm Eastern and Central. Mountain and Pacific clients use the 24/7 plan ($16 per endpoint per month bundled with help desk), so afternoon tickets are not waiting until your next morning.
We never sell managed IT directly to end customers in the US or Canada, so there is no channel conflict with your clients.
Questions
Do we need to change how Autotask is set up?
No. We follow your existing boards or queues, statuses, priorities and SLA rules. During the first 5 days we write a runbook from your setup, and you approve it before supervised tickets start.
How quickly can you start?
About 14 days: kickoff, 5 days of access and runbook handover, 5 days of supervised tickets, then go live. Or start with the $750 pilot over 10 business days on real tickets, up to 150 endpoints.
Will my clients know you are outsourced?
No. Technicians use your signatures, phone scripts and email templates. Client-facing notes are written in US English.
Do you work with Datto RMM and IT Glue?
We work in the RMM and documentation tools you already use, with access you grant and log. We keep your documentation updated after every fix.