How it works
One platform, from request to resolution.
Start with a request or an emerging issue. GenticFlow connects user support and tickets to investigations, supported fixes, and hands-on tools, with findings and actions kept in the support record.
Start with a user request, ticket, or proactive signal and carry the context through to resolution.
How it works
From request to resolution.
Request
Users ask for help through branded chat. When ticket creation is enabled, a support request can become a ticket for your team. Existing tickets and proactive signals can also start the work.
Investigation
Use the request and available history to investigate the problem. Collect live endpoint evidence, test possible causes, and review findings and recommended next steps.
Action
Run supported playbook fixes under your policies, or continue with remote control, terminal, files, and account actions. Keep the findings and ticket context at hand.
Resolution
Check the outcome and add a public update. For internal tickets, users can view the status and reply in the support portal. Keep the investigation and actions with the case.
Technician support tools
Everything technicians need to resolve the issue.
Take action from the same workspace where you review the request and investigation findings. Connect to the device, run commands, work with files, or manage the affected Microsoft 365 account.
Microsoft 365 Support
Complete the user and account side of support alongside endpoint tools. Review accounts, sign-ins, Secure Score, service health, MFA registration, and license capacity. Confirm account changes and enable monitoring where needed.
Explore Microsoft 365User Support and Tickets
Give users branded chat for help and support requests. With internal ticketing, they can view their tickets, read public updates, and reply through the support portal. Supported PSA connections use their own ticket workflow.
Explore the Support WorkflowRemote Control
Open a remote session from the endpoint when the issue needs hands-on help. Included in Smart and Hero, with role permissions and configured session consent controls.
Explore Remote ControlTerminal and File Transfer
Run commands and work with endpoint files from the support workspace. Use the terminal and file tools directly when you know the next step, alongside investigation findings and the ticket.
Explore Terminal and File TransferSupport on Mobile
Work tickets, review endpoint context, investigate, and use remote control, terminal, and files from the mobile app, with the same access boundaries as your account.
Explore the Mobile AppInvestigations
Understand the problem. Decide what to do next.
Start with the issue you need to understand. AI-assisted Investigations gather evidence, test possible causes, and explain what the findings establish and what still needs checking.
Endpoint Investigations
Describe the problem. GenticFlow checks live services, logs, processes, and network state, tests possible causes, and returns findings with supporting evidence and next steps.
Why does this laptop lose VPN after waking?
Fleet Investigations
Find out whether an issue affects one device or a wider group. Compare evidence across endpoints, identify common factors, and review a combined conclusion with coverage and next steps.
Which endpoints share this problem, and what do they have in common?
General Investigations
Get an answer grounded in your documentation, knowledge, and relevant investigation history. Research a technical question without needing a ticket or endpoint.
What resolved this issue before, and which guidance applies here?
Findings remain connected to their evidence, and any remediation follows your permissions and approval policies.
Explore Endpoint Diagnostics & InvestigationsA printer issue, from request to outcome.
An illustrative support case. The technician uses the evidence and applicable controls to choose the next step.
Product controls with illustrative demo data. Explore the request, technician handoff, and public update.
My documents are stuck in the printer queue. I need to print from my laptop.
Is this affecting just your laptop, or are other people unable to print too?
Other people can print. It is just my laptop.
Example with chat ticket creation enabled. Your support identity can be configured.
A completed action does not close the ticket.
Check the result on the endpoint and with the user. Record what changed, update the support case, and keep the findings available if more work is needed. Verification and ticket closure depend on the supported workflow and your configured policies.
When a technician needs to continue the work, diagnostics, findings, attempted actions, and recommended next steps can stay with the case.
Use cases
Start with the ticket in front of you.
See how GenticFlow investigates common issues, supports remediation, and records the result. Each illustrative walkthrough shows the evidence, action boundaries, and checks needed to confirm the outcome.
Printer Support
Follow the checks for stuck print jobs, spooler failures, drivers, and queues.
Explore Use CaseSlow Computer Investigation
Investigate why a device is slow, compare resource and process evidence, and review the findings and next checks.
Explore Use CaseUpdate Issues
Review Windows Update services, failed updates, pending restarts, and the checks that guide the next support step.
Explore Use CaseVPN Ticket Diagnosis
Work through client state, certificates, DNS, and routing to narrow down a connection failure.
Explore Use CaseDisk Space Remediation
Review disk pressure, permitted cleanup options, and the evidence needed to verify recovered space.
Explore Use CaseYou define the boundaries. GenticFlow guides the work.
Your team controls
- •Connected systems
- •Agent deployment
- •Allowed actions
- •Approval policies
- •Escalation rules
- •Ticket closure policy
GenticFlow helps with
- •Gathering context
- •Investigating the issue
- •Organising evidence
- •Recommending supported next steps
- •Executing actions allowed by your policies
- •Recording the work
Use it as your support platform, or alongside your stack.
Run daily support in GenticFlow
Lean teams can use built-in user support, internal ticketing, endpoint context, and technician tools as their primary support platform. Smart covers daily support; Hero adds custom automation and extensibility.
Keep the tools you need
Work alongside your RMM and connect a supported PSA or service desk. Keep specialist device management, billing, and contracts where they belong.
Explore Supported IntegrationsInvestigations and automation inside the support workflow.
AI helps answer user questions and directs investigations that test possible causes. Supported playbooks run diagnostics, remediation, and verification under your policies. Hero workflows connect these capabilities with approvals, scripts, and ticket updates.
Explore Automation WorkflowsFAQ
Common questions.
Setup, tool fit, supported issue scope, approvals, and escalation behavior.
How long does it take to set up?
Start your 30-day trial, set up internal ticketing or a supported service-desk connection, and deploy the agent on supported endpoints. The team helps arrange your trial setup; rollout depends on your environment.
Does it replace my existing tools?
GenticFlow can be your primary support platform or work alongside your RMM and supported PSA/service desk. Connect supported service desks where needed, and keep specialist device-management, billing, contract, or other tools you rely on.
What types of issues can it handle?
GenticFlow is designed for common endpoint support issues such as printer problems, VPN failures, slow devices, disk pressure, updates, application problems, and service issues. Available checks and actions depend on the operating system, permissions, and supported playbook.
Does a technician need to approve every action?
No. Eligible actions can run without individual sign-off where your policies allow it. Actions requiring approval pause for a decision; prohibited actions remain blocked. Technician tools still follow their own permissions and endpoint policies.
What happens with issues GenticFlow cannot resolve?
When a technician needs to continue the work, the investigation can stay with the case, including diagnostics, findings, attempted actions, and recommended next steps.
See the full support loop in action.
Try the full platform with real support work for 30 days. Or book a demo covering user support, tickets, endpoint context, technician tools, and resolution.