L1 + L2: The Complete Solution
Users solve simple issues themselves. Technicians get full context for everything else.
L1 Self-Service
Available 24/7
Users Solve Simple Issues Themselves
- 24/7 AI chat available for all users
- Real-time diagnostics from endpoint agents
- Guided self-service for common issues
- Password resets, disk cleanup, printer fixes
- 50% of tickets resolve without technician
- Conversations in any language, automatically
- Automatic escalation when needed
50%
Tickets eliminated via L1
L2 Full Toolset
For your technicians
Technicians Never Start From Scratch
- Full conversation history preserved
- Complete system diagnostics pre-gathered
- Integrated remote control in same interface
- Terminal/PowerShell access
- Secure file transfer
- No 'what's your computer name?' waste
85%
Faster resolution with context
Real Problems. Real Solutions.
See how two-tier support transforms common IT issues
Password Reset
❌ Traditional Approach
Submit ticket → Wait 2-4 hours → Technician resets → User unlocked
✓ With GenticFlow
User asks L1 agent → Guided self-service → Reset in 2 minutes
⚡ 20-30 tickets/week eliminated
Disk Space Full
❌ Traditional Approach
"Computer slow" ticket → Wait → Tech investigates → Manually clean files
✓ With GenticFlow
L1 agent detects issue → Guides user through cleanup → Problem solved
⚡ 15-20 tickets/week eliminated
VPN Won't Connect
❌ Traditional Approach
Create ticket → "What error?" → "Send screenshot" → 45 min wasted
✓ With GenticFlow
L1 tries fixes → Escalates with full error logs → L2 fixes in 7-10 min
⚡ 85% faster resolution
50%
Tickets Eliminated
via L1 self-service
85%
Faster Resolution
with full context + tools
20-30hrs
Saved Per Week
for your IT team