ConnectWise Manage integration for support workflow with GenticFlow
Keep ConnectWise as the ticket record. GenticFlow handles the support workflow.
GenticFlow connects to ConnectWise Manage and diagnoses L1 tickets and proposes resolutions. Bidirectional sync means tickets are picked up, investigated, and resolved with full notes written back to your PSA. Your techs see resolution details in ConnectWise, not a separate tool.
What GenticFlow does with this integration
Bidirectional Ticket Sync
- Real-time webhook sync - tickets appear in seconds
- Status and priority sync in both directions
- Resolution notes and comments written back automatically
- Organization and contact mapping preserved
Support workflow connected to your PSA
- Password resets, printer issues, browser problems diagnosed with resolution proposed for approval
- Approved device actions run through the GenticFlow agent
- Resolution notes with full diagnostics posted to the ticket
- Ticket closed in ConnectWise when resolved
From support request to device context and action
- GenticFlow classifies support issues by type automatically
- Approved device actions for password, printer, browser, email, VPN, and software issues
- Device investigation gathers evidence from linked devices and posts findings
- Knowledge base auto-answer for general inquiries
Built for Multi-Client Delivery
- Per-client category controls - choose what gets handed over for each client
- Multi-tenant dashboard across all ConnectWise clients
- Resolution notes and comments post directly inside your PSA workflow
- Escalations hand back to your technicians with full investigation context
How It Works
Connect your ConnectWise Manage instance
API key setup in under 5 minutes. No on-premises software needed.
Choose which ticket categories to hand over
Start with passwords, printers, browsers. Expand at your own pace.
GenticFlow classifies support issues, investigates the device where needed, proposes approved actions, and records the outcome
Tickets are triaged by issue type. Supported types are diagnosed with resolution proposed for approval via endpoint execution. The rest are investigated with diagnostics posted as notes.
Outcome and evidence written back to ConnectWise
Notes, comments, and status updates appear in your PSA. Your techs see the full picture.
Keep ConnectWise Manage as the system of record.
ConnectWise Manage stays the ticket record. GenticFlow gives technicians the device context, approved actions, remote support, and evidence needed to resolve support issues faster, then writes findings and resolution notes back.
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