How it works
From user request to resolved issue.
GenticFlow connects support intake, endpoint context, investigation, approved actions, remote support, verification, and technician work in one governed support loop.
Users get faster help. Technicians start with context. Every action leaves a record.
Someone asks for help, or a signal needs attention
The support case starts.
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 chats, tickets, alerts, and incidents into one support case connected to the user, device, ticket history, and available context.
- Branded end-user support chat
- Ticketing and support system sync (ConnectWise, Autotask, HaloPSA, ServiceNow, Zendesk, Freshdesk, Freshservice, TOPdesk, Jira SM)
- Webhook ingestion from monitoring and alerting tools
- Signals and baseline changes can also create cases before a user reports the issue
GenticFlow chooses the right support path
Knowledge, endpoint, or incident.
The path adapts to the context available. GenticFlow answers from knowledge and prior verified work when that is enough, collects live diagnostics when a device is linked, or compares across affected endpoints for a wider incident.
- Knowledge: answer from approved company knowledge and previous verified resolutions.
- Endpoint: collect live diagnostics from the affected device through the lightweight agent. Full requirements
- Incident: compare affected endpoints, healthy peers, groups, and connected data to understand scope.
Findings, confidence, and risk determine the next step
GenticFlow determines whether to act, ask for approval, or hand off.
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)
- Maps findings to specific approved fixes from the resolution playbook
GenticFlow acts, requests approval, or hands off
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 an 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
The outcome is verified and recorded
Verify the fix. Or escalate with the complete case.
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.
When a playbook runs from a ticket, it re-checks the device after the action. The ticket is marked resolved only if that validation passes. If the playbook cannot safely remediate, it investigates instead of forcing a fix. Either way, GenticFlow writes an internal note back to your ticket of record with the outcome and a deep link into the full case.
Resolved by GenticFlow. Disk cleanup playbook reclaimed 14.6 GB. Validation confirmed free space above threshold before close. View full case in GenticFlow
The note carries the playbook outcome, the before-and-after validation, and a deep link into the full case: every command, approval, output, and verification result. If validation had failed, the ticket would not close. It would escalate with the same context and resolution record attached.
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.
Escalated cases pick up in the GenticFlow technician workbench. The technician opens the case with the full investigation, device context, command history, approvals, and resolution record already in view, plus remote control, secure terminal, and file transfer in the same screen.
See the technician workbenchYou 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?
Basic setup depends on whether you start standalone, connect a ticketing system, or deploy the endpoint agent. Ticketing integrations typically require an OAuth or API connection and webhook configuration. Agent rollout follows your existing deployment method, such as Intune, RMM push, group policy, or scripted install. Most teams begin with a limited endpoint group and expand after validating policies and workflows.
Does it replace my existing tools?
No. GenticFlow can run as your standalone support system or connect to your existing ticketing tools (ConnectWise, Autotask, HaloPSA, ServiceNow, Zendesk, Freshservice, Freshdesk, TOPdesk, Jira SM). Its lightweight agent adds support-focused device investigation and action without requiring you to replace your current endpoint tools.
What types of issues can it handle?
Printer, Outlook, Windows Update, VPN, disk, slow performance, services, browser, network, software installs, file permissions, and more. A growing catalogue of resolution playbooks ships with vetted diagnostic checks and approved fixes, plus pre-approved L1 quick actions surfaced in chat, and GenticFlow chooses which actions to recommend or run based on what the endpoint actually returns. The catalogue keeps available actions safe and predictable; GenticFlow handles the case-by-case investigation.
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 client: 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 how GenticFlow collects the request, investigates the device, supports the technician, runs approved actions, and records the outcome.
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