One workspace for end-user IT support and routine ticket resolution.
Two views. One workspace.
Users get a simple support channel that responds quickly. Technicians get a workbench with device context, tools, and actions to resolve issues without jumping between systems.
- Chat that collects context and guides next steps
- Approved fixes run under policy
- Status updates the user can see
- Escalation that captures the issue, not just the complaint
- The user request and live device state in one view
- Investigation, remediation, command history, and approvals
- Remote control, secure terminal, and file transfer in the same workspace
- Every action leaves a resolution record
Support intake, ticket context, technician conversations, remote control, secure terminal, device investigation, approved fixes, verification, and ticket records, with outcomes written back to the ticketing system you already use.
Support should not start with a blank ticket. GenticFlow starts when the issue starts.
By the time a ticket is opened, the device may have changed, the user may have rebooted, logs may have rotated, and the issue may no longer be reproducible. GenticFlow investigates the moment a user asks for help, a ticket arrives, or an alert fires.
Same printer issue. One path starts after hours of queue and reconstruction. The other starts now.
Sarah Chen (Accounting)- 14:22(4h 32m ago)Sarah submits the ticket through the portalOpen
- 15:05(3h 49m ago)Pulled from the L1 queue43m wait
- 16:18(2h 36m ago)L1 tech: "Hi Sarah, can you confirm which printer?"Waiting on user
- 16:25(2h 29m ago)Sarah replies: "HP-FLOOR-2 on the 2nd floor"
- 17:30(1h 24m ago)Tech remotes in to investigateIn progress1h 5m wait
- 17:48(1h 6m ago)Tech finds spooler stopped, 14 stuck jobs
- 18:02(52m ago)Tech clears the queue and restarts the spooler
- 18:30(24m ago)Tech messages Sarah to confirm it is working
- 18:54(just now)Ticket closed with resolution noteClosed
Spooler service was stopped with 14 jobs queued. Cleared the queue and restarted Print Spooler service (StartType: Automatic). Verified printing with Sarah.
- L1 technician1 person
- Active tech time24m
- Queue + wait time1h 48m
- Back-and-forth touches5
- Fully-loaded cost (HDI baseline)~$22
- -Spooler service: Stopped
- -Print queue: 14 stuck jobs
- -Spool folder: orphaned files present
- -Drivers: healthy
- Cleared print queue
- Purged orphaned spool files
- Restarted spooler (StartType: Automatic)
Support starts with the user. Resolution happens on the device.
From request to context, action, and resolution record.
One governed loop. From chat, ticket, alert, anomaly, or workflow trigger, GenticFlow checks the affected device, captures live evidence, runs approved remediation, verifies the outcome, and records everything.
Investigation checks live device evidence. Approval policies control what can run.
A user starts a chat, a ticket arrives in GenticFlow or your existing ticketing system, an anomaly is detected, or a workflow trigger runs.
GenticFlow identifies the affected device and checks live state: services, logs, processes, disk, network, configuration.
Approved fixes run automatically where policy allows. Risky or uncertain actions request approval before anything changes.
A post-action check confirms whether the fix worked. The outcome is recorded against the original request.
Resolved or escalated, the ticket carries the root cause, timeline, command output, findings, approvals, and recommended next steps.
Request, device, live evidence, governed fix, verified outcome, resolution record. The same loop runs on every supported request.
Support is not just tickets. It is context, action, and evidence.
Most AI support tools summarize tickets, suggest replies, and route requests. GenticFlow starts with the user's support experience and connects it to investigation and action on the device.
- Summarizes the ticket
- Suggests a reply
- Routes to a technician
- Tracks status and SLA
- Stops at the ticket
- Connects the request to the affected device
- Investigates live device evidence
- Runs approved remediation under policy
- Verifies the fix and records what changed
- Gives technicians remote tools when needed
- Escalates with full context
Investigation is read-only. Policy decides what can change.
Reading device state is separate from changing it. Approved fixes can run automatically under your policies. High-risk changes are blocked or routed for review. Every investigation, command, approval, and result is recorded.
- ✓You see what it checked
- ✓You control what it can change
- ✓You approve what matters
- ✓High-risk device changes are blocked or routed through approval policies
- ✓Every investigation, command, decision, approval, and result is recorded as a complete audit trail
Common IT support issues GenticFlow can resolve, investigate, or escalate with evidence.
Approved fixes are gated by your policy. When a fix is outside scope, GenticFlow escalates with the investigation attached.
18 resolution playbooks, 31 L1 quick actions, 63 native actions.
Catch the issue before it becomes a ticket flood.
GenticFlow turns device signals into support-ready incidents before the queue fills.
Multiple endpoints on the same recently shipped version start exhibiting the same fault. Surfaced before a third of the fleet opens a ticket.
Outlook, OneDrive, or a line-of-business app starts crashing across the fleet. Detected against the baseline, not against a static threshold.
A signal that isn't widespread yet but is accelerating: rate of new affected endpoints crosses what normal looks like for this fleet.
Built for internal IT teams and the MSPs who support them.
Support your people, investigate devices, run approved fixes, and keep the ticket record without stitching together chat, tickets, remote access, terminal, and scripts. Fewer tool switches, fewer repeated remote sessions, more time for project work.
GenticFlow for internal ITCut repetitive L1 ticket work without replacing your PSA or RMM. Governed endpoint investigation, approved fixes, verification, per-client policy and branding, and PSA writeback alongside the tools you already run.
GenticFlow for MSPsProve it on one routine issue in your environment.
Pick one department, site, queue, or set of endpoints and one routine ticket category. See the support request, device investigation, approved fix, verification, and ticket record, start to finish.