For MSPs
Deliver exceptional IT support without building a larger service desk.
GenticFlow helps MSPs give clients a faster, more professional support experience with AI L1 chat, support workflows, device investigation, remediation, remote support, and technician tools in one workspace.
End users get quicker answers. Technicians get the context to resolve issues faster. Your MSP delivers a more responsive support experience without adding headcount.
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 support starts with context.
End users get a responsive support channel.
AI L1 chat collects context, gives updates, and keeps the user informed inside your branded 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.
Use GenticFlow as your support workspace, or connect it to the tools you already use.
Ticketing systems can remain the record of work. GenticFlow 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.
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 workspace 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 use GenticFlow as their support workspace 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