Open an after-hours ticket
The agent gathers the issue, impact, and callback details, then creates a ticket through the client’s approved help-desk connection. Urgent issues follow the client’s on-call route.
Add AI to the services your clients already buy.
Package after-hours service desk coverage under your brand. Start with one client, connect their support queue, and give your technicians a ticket with the caller’s issue and callback details.
Talk to sales Northline ITClient portal
Client usage statement
Voice calls12 min
Client wallet billed at your rate
Build a service your technicians can repeat
Deploy the next client from a tested flow
Reuse the intake flow in a separate client workspace. Configure that client’s routing and knowledge, connect native HighLevel where they use it, and test the escalation before go-live.
Bill usage through your own brand
Use a white-label portal and set client usage rates on an eligible partner plan. Connect Stripe for wallet top-ups and compare billed minutes with what you paid to deliver the service.
Keep the service profitable as minutes grow
Test our self-hosted models on real service desk requests. Qwen 235B has a published model charge of $0.020/min. Factor in orchestration, voice, telephony, add-ons, and technician time. Bill your monthly service retainer separately from usage.
Review multi-client plansAccepted tickets and margin by client
Match calls to tickets the service desk accepted. Compare margin after usage and support costs, and review incidents that failed to reach the on-call technician.
MSP service desk questions
What does an AI service desk hand to the on-call technician?
The intake flow captures the client, reported issue, impact, and callback details. Through the client’s approved help-desk connection, it opens a ticket and routes urgent issues to the on-call contact. A pilot should check the ticket and confirm that the technician received the escalation.
Connect a help-desk actionWhich parts of an MSP’s intake flow can be reused for the next client?
Reuse the tested questions and routing logic. Configure the new client’s workspace, knowledge, escalation contacts, integration access, and billing rates separately. Test against the new help desk before sending client traffic to it.
Build and test an intake flowCan an MSP charge a monthly retainer and separately rebill AI usage?
Yes. Manage the monthly service retainer through your billing process. On an eligible partner plan, use the branded portal and Stripe-funded client wallets to charge your chosen usage rates. Compare the service revenue with platform, usage, and technician costs for each client.
How usage rebilling works
