WHITE-LABEL HELP DESK · CONNECTWISE
White-label help desk for MSPs on ConnectWise PSA
L1 and L1.5 tickets worked inside your ConnectWise 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 ConnectWise
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 ConnectWise PSA instance instead, so every ticket, note and time entry stays where your team already looks.
ConnectWise PSA (formerly ConnectWise Manage) is the system many US MSPs run on. We join your service boards as your technicians and work the tickets you route to us, with your statuses, priorities and SLA rules 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 ConnectWise
- Service boardsWe work the boards you assign, such as a Help Desk or Tier 1 board, and leave others untouched.
- Statuses and SLAsYour status workflow and SLA timers stay as configured; we move tickets through them the way your team does.
- Time entries and notesEvery action is logged as a time entry with internal and client-facing notes, so billing and history stay accurate.
- ConfigurationsWe read and update configuration records so the next technician sees what changed.
- EscalationsTickets we cannot close move to your nominated board or member with reproduction steps and a recommended next action.
- RMM alertsAlerts that already create tickets from your RMM are triaged in the same flow.
How a ticket moves
| Step | What happens in ConnectWise |
|---|---|
| 1. Ticket arrives | By email, portal, phone or RMM alert, on the board you route to us |
| 2. Triage | Priority checked against your SLA rules; client and configuration confirmed |
| 3. Work | Resolved under your brand; time entry and notes logged |
| 4. Escalate or close | Closed with the client, or moved to your board 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 ConnectWise 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 ConnectWise Automate or ScreenConnect?
We work in the RMM and remote-access tools you already use, including ConnectWise tools, with access you grant and log.