PSALive

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.

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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.