A white label help desk is a ticketing product an IT services firm, a web agency or a software consultancy resells to its clients under its own badge: the client's staff raise tickets on a portal carrying the reseller's name, the reseller's team or the client's own team works them, and the vendor runs the product behind it. It is one of the commonest white-label categories because every client with staff needs one and few want to buy it from a vendor they have never heard of. This page sets out what the client sees, what the reseller owes in support, how the seats are priced, and what the client book keeps.
What the client sees, and what a partner program shows instead
A true white label puts the reseller's badge on the portal, the ticket emails, the knowledge base and the agent console, with the vendor's name nowhere the client looks. A partner program shows the vendor's product with a co-branded login. The difference decides whether the client thinks it bought from you or from the vendor, and it decides who they call when the portal is down; ask which the agreement provides before pricing it.
What the reseller owes in support
A resold help desk is a service, and the reseller is the service provider the client contracts with. ISO/IEC 20000-1, the service management standard, describes what a service provider defines and measures: the catalogue, the response and resolution targets, the incident and request processes. A reseller need not certify, but it has to be able to say what it promises for a ticket raised at five on a Friday, because the badge on the portal is its own.
Pricing the seats and the agents
Vendors wholesale help desks per agent seat, sometimes with a platform fee per client instance; resellers price per agent, per client or as a line in a managed services contract. The free margin worksheet on this site takes the wholesale price, the platform fee and the reseller's own price and returns the margin per seat and the clients needed to cover the fee. Agent seats the reseller's own team uses to work the client's tickets are a cost the sheet should carry too.
The client book a help desk reseller keeps
Every client with the help desk resold, the agent seats, the wholesale and retail price, the vendor and the agreement, the renewal date and the service targets promised. When the vendor changes its seat price or retires the white-label tier, the book shows which clients are affected and when each renews. Rebadgo Pro keeps that book and renders the proposal and the price sheet from it.
Questions people ask about white label help desk
Can a small IT firm resell a white label help desk?
Yes, if the vendor's reseller terms allow it and the firm can define the support it promises. The margin worksheet on this site says whether the seat price leaves enough to pay for that support.
Who works the tickets on a resold help desk?
Whoever the contract says: the client's own staff on a resold tool, or the reseller's team on a managed service. The price and the support promise are different in each, and the book should record which.
What happens to the client's tickets if the reseller agreement ends?
The export clause in the agreement says. Read it before you sell, and keep your own client book so the relationship survives the vendor's product.