Put the Human + AI resolution layer behind your own brand.
A zero-seat, margin-positive practice for MSPs and Systems Integrators (SIs) — the same governed engine, connector library, and 1,130+ engineer bench that already runs enterprise IT desks.
Your delivery desk is where margin quietly leaks
The same repetitive tickets, over and over — the exact volume your practice is staffed and billed for today.
of tickets are repetitive
Password resets, software installs, access requests. The same rote mechanics, across every client, every day.
fully-loaded cost per L1 ticket
Human triage across queues, scripts, and follow-ups adds up fast at multi-client volume.
annual L1 team attrition
Firefighting repetitive queues burns out engineers, and every exit drains client-specific knowledge.
We don't eliminate the desk, we split the workload. AI handles the rote mechanics — taking the $12–30 fully-loaded cost per ticket down to $1–5 — while your team handles client relationships and complex problem-solving.
The margin math: $12–30 down to $1–5
Partners pay TwinDesk's $1–5 cost-to-serve but set their own client-facing price, capturing the gap as pure margin.
No mandatory per-seat license for L1/L2 triage. Your cost tracks resolutions, not headcount you carry.
Specialist agents and the connector library are already built — nothing for your team to develop.
AI resolves the 65–70% that's repetitive, so your engineers stay on billable, higher-value work.
You keep pricing the engagement the way clients expect. The cost you carry to deliver it drops, and that gap is your margin.
What this is worth on your ticket volume
Illustrative only — confirmed against your actual client data during onboarding.
Your inputs
Assumes you hold your client-facing price steady while cost-to-serve drops. Margin is calculated only on the repetitive share, never the full queue. Capacity assumes 700 tickets per engineer per month, 80% of that effort removed.
What partners typically see, and when
Typical impact across partner practices running TwinDesk, with realistic timeframes rather than day-one promises.
From request to resolution, with a human on the keys
Every ticket runs the same governed pipeline, whether it started with your client's user or with a monitoring alert. Select a stage to see what happens.
AI intake
Your client's user asks in Teams, Slack, or the portal — in plain language, with no form fields to learn and no change to how they already raise a ticket.
Latency: instant
Branding: yours
Policy Guard checks every action before it runs. Human approval is required whenever confidence is low or stakes are high, and a full audit trail is written back to ServiceNow, Jira, or BMC Helix every time — not just on request.
The 4-layer governed architecture, wrapped in your practice
Governance is the foundation. Every ticket travels this stack, built on the TwinDesk Platform, so the AI never guesses. As a partner, all four layers sit inside your own MSP or SI layer — your brand, your client relationship, your commercial terms.
Your MSP / SI layer
Client contracts, service catalog, pricing, and brand stay entirely with you. Everything below runs underneath it as your delivery engine.
Layer 4AI Control Tower & HITL Hub
+
Full audit trails, real-time visibility, and the human routing center where engineers receive and clear approvals — visible to you and, when you choose, to your client.
Layer 3Orchestration + Policy Guard
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Validates every proposed action against your security policy before it runs, or escalates to the Human Ops Desk if it can't clear on its own.
Layer 2AI Specialist Agents
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Dedicated agents for Active Directory, Access, Network, Endpoint, and Infrastructure — each scoped to exactly what it's certified to touch. A password-reset agent cannot reach a production database.
Layer 1AI Models & Automation Engine
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Conversational AI, document RAG, and ML triage — the engine underneath every deployment, running on the TwinDesk Platform.
60 connectors, 1,069 automations, 74 target systems
Certified integrations plus the ready-built workflows that run on them — already validated, eliminating the need for the MSP's team to develop integrations.
ITSM & service desk
Cloud, infra & monitoring
Identity, security & endpoint
DevOps & engineering
Collaboration & productivity
HR, CRM & business apps
Data & databases
AI, docs & messaging
Connectors are certified plugins shipped in TwinDesk Platform 4.7. Automations are published workflows in the TwinDesk library. Named systems are representative, not exhaustive.
The human bench you get, without hiring one
Partners don't need to staff their own L1/L2 escalation team. The Human Ops Desk is a certified bench across every core IT discipline, ready to sit behind your brand from day one.
A seamless, zero-downtime integration
TwinDesk overlays your live environment in parallel with day-to-day operations. Your client's queue never stops, and nothing cuts over until parity is proven.
Connect in parallel
- Overlay connects read-only, alongside your live ticket queue
- Existing tools and workflows keep running untouched
- Accounts scored by integration-readiness while operations continue
Phased, shadow cutover
- Ticket types move over one at a time, shadowed against the legacy process
- The agentic overlay resolves in parallel — nothing goes live until parity is proven
- A live dashboard tracks accuracy and escalation rate before each cutover step
Full handover, no downtime
- Handover happens behind the scenes, with no interruption for clients
- Legacy tooling is retired only after the overlay is validated in production
- The pilot converts to a paid engagement on your margin-protected pricing
The engine you'll resell is already validated
Outcomes from live enterprise deployments of the TwinDesk Platform. Select an account to see its numbers.
What you can say when a client compares vendors
Human oversight doesn't have to slow the automation down.
Questions partners raise first
How does partner pricing actually work?
You pay TwinDesk's cost-to-serve of $1–5 per resolved ticket and set your own client-facing price. The gap between the two is your margin, and it stays entirely with you.
Do we have to replace our clients' ITSM?
No. TwinDesk works on top of ServiceNow, Jira, BMC Helix, and others your clients already run. Nothing gets torn out, and the audit trail writes back into their existing system.
Does automation really resolve every ticket?
No — automation resolves roughly 60–70% of volume. The remaining tickets, and every high-risk action, go through a human. That combination is what closes the full queue.
Do we need to build integrations for our clients' systems?
Not for anything inside the existing 74 target systems. The connector library and automations are already certified and validated, eliminating the need for your team to develop integrations. Net-new connectors outside that coverage are scoped separately.
Whose brand does the client see?
Yours. The AI desk, the portal, and the escalation bench all run white-label underneath your MSP or SI layer — your contract, your service catalog, your pricing.
What happens to our existing L1 team?
They stop firefighting the repetitive queue and move to client relationships and complex problem-solving. Most partners redeploy released capacity into billable work rather than reducing headcount.
Tell us about your practice
One form, routed to the right person. No obligation, and no slide deck unless you want one.
Thanks — welcome to the pipeline.
A member of the TwinDesk Partner Network team will reach out within one business day to scope your first pilot.
Prefer to self-serve first?
Run the margin calculator See the ROI timeframes Read the architecture and governance See proof and case studiesLet's grow your practice
Zero-seat, margin-protected, and ready for your first pilot client.
