How it works
From a request to a verified fix on the endpoint.
GenticFlow's lightweight endpoint agent investigates the affected device, runs approved fixes under your policy, verifies the result, and records the outcome in the support system you already use.
Supported issues close without waiting in the queue. Cases that need judgment reach a technician with the investigation attached.
Investigations
One endpoint, a fleet, or a question.
Give technicians a way to investigate at the scope the issue needs. Start with live device evidence, compare findings across endpoints, or research the available knowledge.
Endpoint Investigations
Inspect live services, logs, processes, and network state on the affected device. Review findings and the evidence behind the recommended next step.
Why does this laptop lose VPN after waking?
Fleet Investigations
Investigate across an organization, group, connector, or tag. Compare endpoint findings to understand the scope of an issue and review one combined conclusion.
Which endpoints share this problem, and what do they have in common?
General Investigations
Research a technical question using documentation, organization knowledge, and relevant investigation history. Start with a question, without attaching a ticket or endpoint.
What resolved this issue before, and which guidance applies here?
Findings stay available for review. Knowledge sources are identified separately from live endpoint evidence; any follow-up remediation remains subject to your permissions and approval policies.
Explore Endpoint Diagnostics & InvestigationsUse cases
Start with the ticket in front of you.
Explore common support issues, the evidence to collect, and the next steps to evaluate. Each walkthrough covers investigation, follow-up actions, and when a technician needs to take over.
Printer Support
Follow the checks for stuck print jobs, spooler failures, drivers, and queues.
Explore Use CaseSlow Computer Investigation
See how CPU, memory, disk, and process evidence can guide a technician's next step.
Explore Use CaseOutlook Support
Explore profile, search, connection, and add-in issues, with checks before and after a repair.
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 CaseA ticket, request, or signal arrives.
One issue, connected to the available context.
A ticket arrives from your PSA or ITSM, a device signal needs attention, or a user starts a chat. GenticFlow connects the source to the user, device, ticket history, and available context.
- Ticketing and support system sync (ConnectWise, Autotask, HaloPSA, ServiceNow, Zendesk, Freshdesk, Freshservice, TOPdesk, Jira SM)
- Webhook ingestion from monitoring and alerting tools
- End-user chat helps users resolve routine requests on the endpoint. When a ticket is needed, the conversation and findings provide the starting context.
GenticFlow picks a path from the evidence it has.
Endpoint, knowledge, or incident.
The endpoint is the default path when live device state matters. Approved knowledge can resolve requests that do not need a device, while an incident path compares evidence across multiple affected endpoints.
- Endpoint: collect live diagnostics from the affected device through the lightweight agent. Full requirements
- Knowledge: use approved company knowledge and prior verified resolutions when live device state is not needed.
- Incident: compare affected endpoints, healthy peers, groups, and connected data to understand scope.
Findings, confidence, and risk decide what happens next.
Evidence determines the path. Policy determines the boundary.
GenticFlow identifies the likely cause, assesses confidence, classifies each proposed action by risk, and checks whether an approved resolution path exists. High-confidence, low-risk actions can proceed automatically when policy allows. Anything uncertain or risky gets flagged.
- Likely cause identified from diagnostic context
- Confidence scoring based on evidence quality
- Risk classification per action (not per ticket)
- Sources Consulted records every source searched, used, and set aside
- Maps findings to specific approved fixes from the resolution playbook
Policy decides what runs, what waits, and what is blocked.
Approved action or technician sign-off.
Approved low-risk fixes run when policy allows. If an action is risky or requires technician sign-off, GenticFlow sends an approval request. The action runs only after approval.
- Multi-step procedures your team defines still run under the same policy.
Verify the fix. Or escalate with the case already worked.
A completed action does not close the ticket.
After executing the fix, GenticFlow runs a post-action check to confirm the fix actually worked. If verification passes and ticket policy allows closure, the outcome is written back and the case can be closed. If the fix does not work, or the issue is beyond scope, it escalates with the complete case attached: what GenticFlow checked, found, tried, and recommends next.
- Post-fix diagnostic re-run to confirm the outcome
- Ticket updated with the investigation and resolution notes
- Resolution record: every command, every finding, every approval decision
- Escalated tickets include all diagnostic data, the likely cause, and recommended next steps
A playbook only marks the ticket resolved after it validates the fix.
The playbook checks the device again after the action. The ticket closes only if validation passes. Otherwise, the case stays open and escalates with the evidence attached.
Disk cleanup playbook reclaimed 14.6 GB. Validation confirmed free space above threshold before close.
Sources consulted.
The assessment records which ticket history, endpoint signals, approved knowledge, playbooks, and service data it used, searched, rejected, or could not access.
When it needs a technician, the technician starts with the complete case.
Not every ticket can close under policy. When confidence remains below the required threshold or no safe approved fix exists, the case escalates with the investigation attached. The technician continues from the investigation instead of rebuilding the case.
The escalation includes the commands run, outputs captured, leading hypothesis, iteration count, and suggested next step.
When a case is escalated, it arrives with the request, endpoint evidence, investigation, command history, approvals, attempted resolution, verification result, and recommended next step already attached.
Explore Resolution PlaybooksYou define the boundaries. GenticFlow guides the work.
You control
- •Connected systems
- •Agent deployment
- •Allowed actions
- •Approval policies
- •Escalation rules
- •Ticket closure policy
GenticFlow handles
- •Collecting context
- •Choosing the support path
- •Running diagnostics
- •Recommending or executing approved actions
- •Verifying outcomes
- •Recording the case
FAQ
Common questions.
Setup, tool fit, supported issue scope, approvals, and escalation behavior.
How long does it take to set up?
Connect the PSA or ITSM, deploy the endpoint agent to a pilot group, and set policy on two or three playbooks. Agent rollout follows your existing software deployment method, such as Intune, group policy, or scripted install.
Does it replace my existing tools?
No. It does not replace your PSA or your RMM. The agent adds investigation, policy-approved remediation, and verification. The ticket of record stays where it is.
What types of issues can it handle?
Printer, Outlook, Windows Update, VPN, disk, slow performance, services, browser, network, software installs, file permissions, and more. Resolution playbooks provide vetted diagnostic checks and approved fixes, while native actions are chosen from live endpoint evidence. Chat can also be used as an intake source.
Does a technician need to approve every action?
Approval policies define what can run without sign-off and what must pause. Low-risk actions such as clearing temp files or restarting a print spooler can execute automatically when you allow them. Higher-risk actions route to designated approvers. Configure per action type, risk level, and organization: single sign-off, multi-approver consensus, or specific roles.
What happens with issues GenticFlow cannot resolve?
It escalates with the complete case attached: diagnostics run, output captured, findings, likely cause, actions attempted, approvals, and recommended next steps. The technician continues from there.
See the full support loop in action.
Bring a real support issue. We'll show GenticFlow collect the request, investigate the affected device, apply your policy, run the approved fix, verify the result, and record the outcome.