Compare white-label help desk offers
The table also identifies a staffing alternative: Global BrainForce supplies technicians while the MSP keeps the SLA, delivery supervision and client contact. Compare that responsibility with a provider-run desk under your brand; the staffing guide explains the work each party retains.
25 MSP help desk offers, shown alphabetically. Branding and client-contact rules differ: some providers work behind your engineers, some communicate under your brand, and staffing suppliers put people on your rota. The column shows the available source statements; use the profiles for full terms and dates.
| Provider / service option | What this offer publishes | Branding and client contact | Decision to settle |
|---|---|---|---|
| 31West MSP help desk |
2 more published conditions
| Not published. | Which MSP-specific agreement governs resale, holidays and notice, and how are reopenings billed? |
| Benchmark365 White-label help desk |
2 more published conditions
| Phone and email under MSP branding, with a regional number for diverted calls. Help desk FAQ / 2026-10-17 (external website) | Which billable usage unit and synchronized PSA fields belong to this order? |
| ConnectWise Client-facing Help Desk with ConnectWise RMM |
2 more published conditions
| Client-facing phone, chat and email can use the MSP or customer brand. Source / 2026-10-16 (external website) Source / 2026-10-16 (external website) | Which client sites are enabled, which RMM package is supplied, and how do end-user requests reach the MSP after L1/L2? |
| Flexis IT Help desk - user/device model to clarify |
2 more published conditions
| White-label MSP help desk; agree the greeting, sending identity and escalation. Help desk models and FAQ / 2026-11-06 (external website) Dedicated engineers and role descriptions / 2026-11-06 (external website) | Which user/device or incident basis, staffed shifts and retained management duties belong to this service? |
| Global BrainForce Service Desk L1 - MSP-directed staff |
2 more published conditions
| Staff work on your rota; GBF says it does not run a desk under your brand or contact your clients. MSP roles, annual price table and FAQ / 2026-11-06 (external website) | Is the staff role L1 or L2, which annual price and invoice basis apply, and how does our MSP retain client contact and service delivery? |
| HelpDesk.tech Premium User Support - workstation seat |
2 more published conditions
| The MSP-program terms describe a support site under your brand and domain; confirm those terms apply to Premium. MSP program terms and exhibits / 2026-11-06 (external website) | Are you buying technical user support, intake or a dedicated team, and which hours, fair-use rule and incorporated agreement apply? |
| Helpt Starter - 50 tickets |
2 more published conditions
| Not published. | Which ticket and call definitions, excess charges, runbooks and renewal conditions govern the selected ticket plan? |
| Infrassist POD Lite - help desk component of combined team |
2 more published conditions
| Not published. | Which shift, after-hours charges, ticket/call limits and L3 allowance belong to this plan? |
17 more help desk providers
| Provider / service option | What this offer publishes | Branding and client contact | Decision to settle |
|---|---|---|---|
| Inputiv Base - 29 tickets and 1 project |
2 more published conditions
| Not published. | Which plan tier, per-project cap, hourly excess work, staffed channels and initial-to-monthly contract terms govern this purchase? |
| IT By Design Managed L1/L2 helpdesk |
2 more published conditions
| Grey-label managed help desk under the MSP brand. IMS service framework / 2026-11-06 (external website) Helpdesk service and FAQ / 2026-11-06 (external website) Co-managed engineers / 2026-11-06 (external website) Self-managed teams / 2026-11-06 (external website) | Which managed L1/L2 scope, staffed window and L3 handoff apply, separately from dedicated engineer programmes? |
| Kaseya Help Desk Services - per-device or per-ticket |
2 more published conditions
| Calls are answered as Kaseya; a white-label custom greeting costs extra. Source / 2026-11-06 (external website) | Which licence model, required subscriptions, expiring ticket units and 60-day SLO ramp belong to this Help Desk order? |
| LTVplus Managed Tier 1-2 helpdesk - dedicated engineer seat |
2 more published conditions
| Managed support under the MSP brand; the MSP keeps client contracts and billing. Managed Tier 1-2 helpdesk / 2026-10-18 (external website) | How many dedicated helpdesk seats cover our channels and hours, and which billing, initial-term and handback conditions govern the order? |
| Microbyte White-label helpdesk - user or ticket basis |
2 more published conditions
| Not published. | What billing period, base ticket charge, onboarding steps and exit conditions govern the white-label helpdesk? |
| Mission Control NOC Configurable help desk |
2 more published conditions
| A dedicated inbound number is answered as the MSP. Source / 2026-10-15 (external website) | How are phone contacts and tickets charged across device/time plans and selected user hours? |
| NOCDOC Service Desk (SDX) |
2 more published conditions
| The service desk team operates entirely under the MSP brand. Source / 2026-10-15 (external website) | Which team locations, service window and user-to-NOC/SOC escalation path apply to the help desk order? |
| ScienceSoft L1 / L1-L2 private-label help desk |
2 more published conditions
| Not published. | Whose ticketing system is authoritative, and where do L1 tickets cross into L2? |
| Sherweb Helpdesk |
2 more published conditions
| The help desk is advertised as white-label for MSPs. Helpdesk service page / 2026-10-17 (external website) NOC service page / 2026-10-17 (external website) NOC SOW / 2026-10-17 / PDF p. 15 (external website) | Which support tier, staffed window and 30-minute handback boundary are in the purchased SOW? |
| Single Point of Contact Private-label MSP help desk |
2 more published conditions
| Not published. | What does fixed-cost L1 include, and when does work move into another tier or fee? |
| Support My MSP MSP help desk |
2 more published conditions
| Not published. | Which fixes can the first-line team complete before returning work to the MSP? |
| Supportwave Dedicated Helpdesk |
2 more published conditions
| White-label delivery under the MSP brand and phone greeting. Helpdesk plans and questions / 2026-10-18 (external website) | Which Shared or Dedicated tool entitlement, staffed capacity and controlling contract apply, and how is each billable ticket defined? |
| The 20 Full membership - support desk scope |
2 more published conditions
| Not published. | Which full-membership fees, tool migration, supported requests and client-branding rules apply, separately from IGNITE coaching? |
| Uptime / Inbay White-label help desk |
2 more published conditions
| Not published. | Which of the four help desk levels, onsite areas and service hours are in the order? |
| White Label IT Full-Service Desk |
2 more published conditions
| A dedicated phone number; calls and emails presented under the MSP brand. Source / 2026-10-16 (external website) | Does the chosen package triage, resolve or hand back each request type? |
| White Label Service Desk White-label service desk |
2 more published conditions
| Phone answered as the MSP; email replies use the MSP domain. Source / 2026-10-15 (external website) | What is a billable seat or ticket, and how are the MSP phone and email identity configured? |
| Worksent White-label MSP help desk |
2 more published conditions
| Not published. | Which help desk fees, staffing model and contract terms apply independently of the NOC offer? |
For other service families or packages, use the directory filters. How published terms are compared.
Choose the operating arrangement
| Arrangement | What you are buying | Management duty to assign |
|---|---|---|
| Shared managed desk | A defined queue and service schedule | Supplier queue ownership, handoff and reporting |
| Dedicated FTEs | Assigned technical capacity at specified levels | Supervision, absence cover and workload allocation |
| Overflow or out-of-hours | Requests triggered by queue load or service window | Activation rules and return of open tickets |
| Hybrid help desk | A selected split of requests and hours | Exact boundary between supplier and retained staff |
A shared desk can be useful for a bounded queue; dedicated capacity answers a different staffing requirement. Describe the work and the management owner before comparing the price units. The managed desk versus staff augmentation guide covers that distinction in detail. A published MSP account shows why onsite work still needs an owner.
Separate intake from technical resolution
Intake is a choice about the work you buy; it can be delivered by shared or dedicated staff.
HelpDesk.tech's partner pricing page (external website), checked 6 November 2026, lists Concierge intake separately from Premium User Support. Concierge describes phone/chat/text reception and ticket preparation; Premium adds a technical pod and remote-control support. These are different obligations even when both use your company name.
For an illustrative printer request, answering the call and creating a ticket can be complete while technical troubleshooting still waits for your MSP. Specify who starts that work, contacts the user, accepts escalation and approves closure. Compare the supplier's actual service choices, then prepare requirements for intake or technical user support. A dedicated-team proposal needs its own task and staffing schedule.
Define the help desk scope
- List routine request types and supported applications. Include the requests that must go to a client administrator or specialist vendor.
- Define what L1 and L2 mean for your service. Write the permitted action rather than relying on the level label alone.
- Name phone, email, chat or portal channels, languages, service hours and holiday calendars.
- Choose the authoritative ticketing system and the owner of identity checks, remote access and closure approval.
Give each candidate the same sample workload, including contacts by channel and the share that currently escalates. The help desk pilot guide provides example scenarios for checking the agreed boundary.
The ticket ownership path
- 1 / IntakeIdentify the user and request
Create or locate the ticket, client context and current impact.
- 2 / AuthorityIs the action included and permitted?
Check the runbook, identity requirements and change approval.
Supplier can act
Perform the agreed work and keep the action history with the ticket.
MSP or client decision needed
Transfer diagnostics and the next decision to a named accepting owner.
Next action + owner + client update
Carry these through the handoff, then close against the agreed acceptance criteria.
Configure the MSP identity and handoff
For phone, agree the greeting, caller identity, client lookup and the route for a user whose identity cannot be established. For email, identify the sending domain, reply address, signatures and the party maintaining delivery settings. Show the same client and site identity in the ticketing workflow.
At handoff, retain the request, work completed, next action, accepting owner and client update. Define who can reopen or close the ticket after it returns to the MSP. Use the handoff example and integration worksheet for those details.
Price one workload
Per-user pricing needs a billable-user definition. Per-ticket pricing needs rules for contacts, reopenings, merges and transfers. A dedicated-engineer proposal needs the working schedule, supervision and absence cover. Show those assumptions beside the amount.
Separate onboarding, software, out-of-hours work and retained MSP management from the recurring service fee. See the published help desk price examples, then compare the complete offers in the quote worksheet.
FAQ
How should password, MFA and privileged-account requests be controlled?
The July 2025 joint Scattered Spider advisory (external website) describes impersonation of employees to induce help desks to reset passwords or transfer MFA. Turn identity-sensitive work into explicit service requirements and authorized pilot cases.
| Request | Scope to write down | What the pilot should show |
|---|---|---|
| Routine password reset | Client/user verification and permitted target account types | Authorized test identity, approved contact route and ticket record |
| MFA recovery or replacement | Required approvals and trusted recovery channel; caller-provided details cannot approve themselves | A mismatch is held and escalated without changing authentication |
| Privileged account | Retained approval owner and separate escalation path | A routine desk role cannot perform an unapproved privileged action |
Where Microsoft 365 GDAP is used, Microsoft's role guidance (external website) distinguishes non-admin password resets, authentication-method changes and privileged-admin password resets. Match the proposed action and account type to the role.
Keep the request, verification outcome, approval, actor and action in the agreed ticket trail. Use the desk pilot to test both permitted work and a request the supplier must hold. Sources checked 17 October 2026. The identity verification guide adds recovery distinctions, temporary-access boundaries and six authorized cases with a working brief.
Does white-label mean the supplier contacts our clients?
It can include direct client contact under the MSP identity, or an internal escalation role. Specify the permitted contact channels and who sends updates for each request type.
Can we buy only nights and weekends?
Several offers include out-of-hours or hybrid options. State the local window, holidays, activation rule and ownership of an unresolved ticket when your own team resumes service.
Which timers belong in the help desk agreement?
Use acknowledgement, work start, mitigation, restore and resolution with their start/stop events. Apply targets by severity and channel where needed. The SLA worksheet keeps the definitions separate.