A user reports an issue in the support chat, a ticket arrives in GenticFlow or your existing ticketing system, or a device signal points to something abnormal. GenticFlow turns that input into a support case with user context, device context, and a workflow to investigate.

• End-user support chat as a first-class intake surface, branded per tenant
• Ticketing and support system sync (ConnectWise, Autotask, HaloPSA, ServiceNow, Zendesk, Freshdesk, Freshservice, Jira SM)
• Webhook ingestion from monitoring and alerting tools
• Proactive detection: GenticFlow baselines your environment and catches drift before users notice

GenticFlow uses AI-guided investigation to decide what to check next across the affected device, support history, and connected systems: services, logs, processes, disk, network, configuration, performance, and other signals. The diagnostic path adapts based on what it finds. The goal is to give the technician a clear starting point, not a blank ticket.

• Lightweight agent on every endpoint across Windows, macOS, Linux, and FreeBSD. Full requirements
• Runs PowerShell on Windows, bash on macOS/Linux
• Cross-environment investigation: device, PSA, monitoring, cloud identity
• Adapts the investigation based on what it finds, not a fixed script
• Goes multiple rounds deep until it reaches a root cause or exhausts its iteration budget. If the budget runs out without confidence, the ticket escalates to a technician with the investigation attached

GenticFlow synthesizes what it found into a root cause with a confidence level and a risk classification. High confidence, low-risk actions can proceed automatically when policy allows. Anything uncertain or risky gets flagged.

• Root cause identification from diagnostic evidence
• Confidence scoring based on evidence quality
• Risk classification per action (not per ticket)
• Maps findings to specific approved fixes from the resolution playbook

AI can recommend or trigger remediation, but your policy decides what runs automatically, what needs approval, and what is blocked. Approved low-risk fixes execute directly when policy allows. Complex resolution orchestrates multi-step workflows across systems, including custom procedures your team defines. If the action is risky or your policies require technician sign-off, GenticFlow sends an approval request. One click to approve or deny.

• Approval policies define which actions need sign-off and from whom
• Low risk actions execute automatically (you configure the threshold)
• Approval strategies: single approver, multi-approver consensus, or role-based
• Multi-step workflow orchestration for complex, cross-system resolution
• Custom fix procedures your team defines and GenticFlow executes under policy
• When a technician needs to take over, they have remote control, secure terminal, and file transfer in the same workbench
• Every action, whether policy-approved or technician-approved, is logged

After executing the fix, GenticFlow runs a post-action check to confirm the fix actually worked. If verification passes, the ticket is updated and closed with the resolution record. If the fix does not work, or the issue is beyond scope, it escalates with the investigation 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, root cause hypothesis, and recommended next steps