ITSMLive

Freshservice + GenticFlow

AI L1 resolution for your Freshservice ITSM

GenticFlow integrates with Freshservice to investigate and resolve L1 tickets automatically. Bi-directional sync with resolution notes and full audit trail written back.

What You Get

Freshservice Integration

Bi-directional ticket sync with webhook support
Status, priority, and assignee sync in both directions
Resolution notes and diagnostics posted automatically
Organization and reporter mapping preserved

L1 Ticket Resolution

Password resets, software installs, printer issues resolved
Fixes executed on endpoints via RMM agent
Resolution notes with full diagnostics
Ticket resolved and closed in Freshservice

AI-Powered Ticket Handling

AI triage classifies tickets by issue type automatically
Auto-resolution for password, printer, browser, email, VPN, and software issues
Auto-investigation runs diagnostics on linked endpoints and posts findings
Knowledge base auto-answer for general inquiries

Visibility & Reporting

Resolution rates by category
MTTR improvement tracking
Cost savings dashboard
Escalation pattern analysis

How It Works

Connect your Freshservice instance

API key setup in under 5 minutes.

Select ticket categories to automate

Start with high-volume L1 categories.

AI classifies, investigates, and resolves L1 tickets

Tickets are triaged by issue type. Supported types are diagnosed with resolution proposed for approval via endpoint execution. The rest are investigated with findings posted as notes.

Resolution syncs back to Freshservice

Notes, status, and resolution details updated automatically.

Not just triage. Actual resolution.

Other AI tools classify and route your Freshservice tickets. GenticFlow investigates them, executes fixes on endpoints through your RMM, and writes the resolution back to Freshservice. Real fixes, not suggestions.