For MSPs
Automate repetitive L1 work without replacing your PSA or RMM.
GenticFlow investigates the affected device in real time, runs approved fixes, keeps the user updated, and writes the outcome back to your PSA. Anything that needs a technician reaches your team already investigated.
Cut the routine issues that eat technician time, from printers to VPN to disk space, while keeping client-specific policies, branding, and reporting by issue class.
Sound familiar?
Your clients expect support to feel instant.
They do not care which technician is on call, which tool you use, or whether the issue is repetitive. They expect fast acknowledgement, clear updates, and confident resolution.
Small issues shape how clients judge your MSP.
A printer issue, VPN problem, or Outlook crash may be routine to you. To the client, it is the moment they decide whether your support feels responsive or slow.
Your technicians need context, not just another queue.
Every support request should arrive with the user issue, device context, actions tried, and next step ready.
Your best techs are stuck on L1.
Printer tickets, password resets, disk space, Outlook crashes. Every hour your senior techs spend on these is an hour not spent on the work your clients actually pay for.
After-hours staffing has a ceiling.
Overtime, on-call rotations, or an offshore NOC: each adds either cost or quality variance. None of them scale cleanly as your client count grows.
More clients means more tickets, not more margin.
Every new client adds to the L1 queue. Growth should improve your margin, not dilute it with more routine work.
Look like a larger MSP without building a larger service desk.
A client asks for help at 2am. GenticFlow keeps the support experience moving.
GenticFlow collects the request, investigates the device, runs the approved fix, verifies the result, and records the outcome. Your client gets support. Your team wakes up to the evidence, not a mess.
41 seconds. Your team finds it resolved in the morning, with the resolution recorded.
What changes when GenticFlow handles the routine.
End users get a responsive support channel.
A branded support channel collects context, gives updates, and keeps the user informed inside your service desk, per tenant name, avatar, and company.
Technicians start with the issue and device context.
No blank ticket. No hunting across tools. Resolved issues close with the resolution record attached. Escalations arrive with diagnostics, findings, root cause, and the next step recommended.
Routine issues move under policy.
Approved remediation handles known low-risk fixes across these 18 resolution playbooks. Risky actions require technician approval via workflows: you pick the approvers and the timeout.
Escalations arrive with evidence.
Your team sees what was checked, what was tried, what changed, and what should happen next. The first technician to touch the ticket reads, not reconstructs.
Every action leaves a record.
Clients, technicians, and leadership get a cleaner support trail. Every command, finding, approval, attempted action, verification, and handoff note is logged.
Example support impact after 30 days.
Sample projection for a mid-sized MSP. Your real results depend on ticket mix, enabled playbooks, approval policy, and user maturity.
Resolution rate = support issue resolved with device evidence and a resolution record, not chat containment. $15/ticket is our conservative working figure, below HDI's ~$22 fully-loaded L1 baseline.
Baselines: HDI fully-loaded L1 cost (~$22 / ticket), Gartner / industry norms for typical RMM auto-fix (3-8%), scripted L1 success (~40-50%), chatbot-style deflection (5-15%). Numbers above are illustrative for a mid-sized MSP environment at 30 days in - your real numbers will vary by playbooks enabled, ticket mix, and end-user maturity.
Sample data: a 1,500-ticket month for a mid-size MSP with the playbook categories shown enabled. Your real resolution rate and savings depend on the number of endpoints, ticket mix, approval policy, and which playbooks you switch on. We size the projection during the Resolution Proof.
Your PSA is the system of record. GenticFlow is the system of action.
GenticFlow does not replace your PSA. It does the work around the issue, then writes the outcome back to the record you already keep.
Tracks the ticket, the customer, the SLA, and the history. It stays the source of truth for the work.
Investigates the affected endpoint, finds the likely cause, runs approved remediation, verifies the outcome, updates the user, and equips technicians with the tools and evidence they need to take over.
Run GenticFlow as your standalone support system, or connect it to the tools you already use.
Your PSA stays the system of record. GenticFlow is the system of action around the issue. It handles the support workflow, device investigation, remediation, remote support, and technician context. The lightweight agent adds support-focused device action without replacing your existing endpoint tools.
Each client can map to its own PSA. Run different ticketing systems across clients from one instance.
See how ticket resolution works for ConnectWise, Autotask, and HaloPSA teams.
GenticFlow's lightweight agent adds support-focused investigation and action alongside your existing endpoint tools. Remote control, secure terminal, file transfer, and remediation are built in.
Deploy via your existing RMM, group policy, or Intune. Lightweight agent with a small footprint.
FAQ
MSP questions.
Deployment, tool fit, approvals, ticket handoff, and multi-client operations.
Can I require a technician's sign-off before a risky action runs?
Yes, inside workflows. You attach an approval policy to a workflow and any command flagged as dangerous pauses and emails the designated approvers. You set whether any one, a majority, or all must sign off, and a timeout. The command runs only after approval.
Where does GenticFlow fit if I have an RMM?
GenticFlow is support-led: it gives your end users a better support experience and gives technicians a workbench for investigation, remediation, remote support, and evidence. It is not positioned as an RMM replacement. If you already run one, GenticFlow runs alongside it with no conflict. Many MSPs also run GenticFlow as their standalone support system without a separate RMM.
What happens to tickets GenticFlow cannot close on its own?
They escalate to your team with the investigation attached: commands run, output read, findings produced, approvals requested, actions already tried, and the recommended next step. Your tech starts with evidence, not guesswork.
My clients are on different PSAs. Does that work?
Yes. GenticFlow supports ConnectWise, Autotask, HaloPSA, ServiceNow, Zendesk, Freshdesk, Freshservice, and Jira Service Management. Each client company maps to its own PSA provider config, so you can run different ticketing systems for different clients from the same GenticFlow instance.
How do I roll the agent out to thousands of endpoints across my clients?
RMM script push, AD group policy, or Intune. Agent supports Windows, macOS, Linux, and FreeBSD, so mixed environments get one install path.
Prove it on real support issues.
Pick two or three issue classes your team is tired of. We'll show how GenticFlow collects context, investigates the device, supports the technician, runs approved actions, and records the outcome.
Want to see how pricing is structured first? See pricing or read how MSPs approach L1 ticket reduction.