WHITE-LABEL HELP DESK · HALOPSA
White-label help desk for MSPs on HaloPSA
L1 and L1.5 tickets worked inside your HaloPSA 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 HaloPSA
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 HaloPSA instance instead, so every ticket, note and time entry stays where your team already looks.
HaloPSA is a fast-growing choice for MSPs moving off older PSAs. We work as agents in your instance on the teams and ticket types you assign, with your workflows, statuses 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 HaloPSA
- Teams and ticket typesWe work the teams and ticket types you assign and leave the rest to your engineers.
- Workflows and SLAsYour workflows, statuses and SLA policies stay as configured; we move tickets through them.
- Actions and timeEach step is recorded as an action with time logged, so contracts and invoices stay accurate.
- AssetsWe update asset records so the next agent sees what changed.
- EscalationsTickets we cannot close are reassigned to your nominated team or agent with steps taken and a suggested fix.
- RMM alertsAlerts your RMM already raises as tickets are triaged in the same flow.
How a ticket moves
| Step | What happens in HaloPSA |
|---|---|
| 1. Ticket arrives | By email, portal, phone or RMM alert, into the team you route to us |
| 2. Triage | Ticket type, priority and SLA checked; client and asset confirmed |
| 3. Work | Resolved under your brand; actions and time logged |
| 4. Escalate or close | Closed 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 HaloPSA 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 NinjaOne or other RMMs alongside HaloPSA?
Yes. We work in the RMM you already use, with access you grant and log.