For IT teams
Modernise IT support without adding more tools.
Give employees one place to ask for help and your team the means to investigate and act. GenticFlow connects tickets to live diagnostics, evidence-backed findings, supported fixes, and remote support in one platform.
Built for lean IT teams, typically 1–10 technicians supporting 50–2,000 endpoints. Use GenticFlow as your primary support platform or alongside the ticketing and endpoint tools you already use.
Sound familiar?
Your team is buried in small issues.
Everyday requests and recurring endpoint issues keep pulling the same small team away from project work.
Routine support keeps interrupting higher-value IT work.
Slow laptops, printer issues, VPN problems, app crashes, disk space, and service restarts are not strategic work. But they still interrupt the team every day.
Too many tickets begin with the same investigation.
Your team gathers the same device context and reconstructs past work before it can reach the next troubleshooting step.
From an employee request to a technician action.
Illustrative VPN support case: collect the request, inspect endpoint findings, review an action, and check the result with the user. The timings below are example data, not a performance claim.
The technician keeps the actions and findings with the case and confirms the user can reconnect.
One workspace for daily IT support.
Support employees through chat, the portal, and tickets. Investigate endpoints, take action, and keep the outcome in the same workflow.
Start with findings you can examine.
Ask GenticFlow to investigate the reported problem and test possible causes. Review the findings and supporting evidence, then use hands-on tools or a supported resolution playbook. Your technician chooses the next step and keeps the findings with the case.
Keep the work in one place.
Move between tickets, endpoint details, investigation, remote control, and terminal without rebuilding the context. Microsoft 365 completes the user and account side of that support: browse your connected organizational tenants, review accounts and sign-ins, and check enabled Secure Score, service health, and MFA registration reports. Monitor license capacity and confirm account changes through your Entra connector. Account actions are also available from eligible web and mobile tickets or your Organization page on the web; outcomes stay in ticket notes or Audit Log. Explore Microsoft 365.
Actions are controlled, approved, and recorded.
Use your configured approval policies for governed remediation. Review recorded actions, decisions, and available verification results before continuing the case.
Keep useful findings with the handoff.
Illustrative Outlook desktop-app case: review local process, error-log, and add-in findings before choosing the next troubleshooting step.
Keep the findings and outcome with the support request.
AI inside the workflow
Investigate problems. Put repeatable fixes to work.
AI-assisted Investigations test possible causes and explain the findings. Playbooks handle supported diagnostics, remediation, and verification under your policies, while engineers retain the tools for hands-on work.
Answer user questions from your configured knowledge and retain the conversation for follow-up.
- Use end-user chat with your company knowledge.
- Carry the conversation into the support case.
Run read-only diagnostics, interpret the evidence, and explain findings and unresolved questions.
- Investigate an endpoint, a fleet, or a general question.
- Review findings and the sources behind them.
Run a supported playbook or continue with hands-on tools, under the applicable permissions and approval policies.
- Review proposed fixes and execute supported playbook actions.
- Use remote control, terminal, and files when hands-on work is needed.
Check whether the action addressed the issue and keep the evidence, outcome, and user updates with the case.
- Review available verification results and record the findings and actions.
- Turn repeated work into workflows with Hero.
AI helps your team move through the work. Your technicians own the support outcome.
Start with the daily support tools. Add AI assistance and configured automation where they are useful.
Action availability depends on your license, permissions, connected systems, and configured policies.
Evaluate it through real daily work.
Run real employee support through GenticFlow for 30 days. Deploy it in your environment, bring your technicians in, and see whether it becomes a better place to handle daily support.
Use the requests your team actually handles, from intake to the recorded outcome.
Check whether the team returns to the workspace during daily support.
Review whether the evidence supports the next troubleshooting step.
Use remote control, terminal, and files on the devices in your trial.
Check that users can ask for help and follow the progress of their request.
Identify which tool switches or separate subscriptions your team could remove.
Works with what you already have.
Use internal ticketing or connect a supported service desk. Available sync behaviour depends on the integration.
Work alongside your existing RMM or endpoint-management tools. Use GenticFlow’s agent for investigation and technician actions, subject to permissions and endpoint policies.
Deploy the GenticFlow agent on supported Windows, macOS, and Linux devices. Use the installer and requirements for each platform.
FAQ
IT team questions.
Approvals, activity history, ticketing, and deployment.
Can a small IT team combine ticketing and remote support?
Yes. Smart and Hero include internal ticketing, an end-user support portal, remote control, terminal, and file transfer. Employees can raise requests and follow public updates while authorized technicians investigate the endpoint and take action. You can also keep a supported service desk connected instead of moving ticketing into GenticFlow.
Can I require approval before a risky action runs?
Yes. Configure approval policies for governed remediation and workflow actions. Required approvals pause those actions for a decision. Role permissions and endpoint policies still apply.
What activity and audit history does GenticFlow keep?
Review recorded commands, investigations, approval decisions, remediation actions, and outcomes to see what happened and who approved it. Investigation records retain findings and diagnostic evidence; command audit entries include timestamps and available output.
How should a lean IT team evaluate it?
Bring your technicians and real employee requests into the trial. Check whether they can investigate, act, and keep users informed with fewer tool switches.
Do I need to replace my ticketing system?
No. Keep a supported service desk as the ticket system of record, or use GenticFlow internal ticketing. Your RMM can continue handling endpoint management, monitoring, and patching where you rely on it. GenticFlow adds its own agent for endpoint investigation and technician tools; using the products alongside each other does not imply a direct integration with every RMM.
How do I deploy the endpoint agent across all my endpoints?
Use the appropriate installer or deployment script for Windows, macOS, or Linux. Your existing software deployment tools can distribute it where suitable; requirements vary by operating system.
See it on a real support issue.
Try GenticFlow for 30 days with your real environment and support work. Or book a demo of the journey from employee request to endpoint context, technician action, and resolution.