Solution for ConnectWise
GenticFlowfor ConnectWise teams.
Keep ConnectWise as the ticket and agreement record. Use GenticFlow as the support workbench for device investigation, remediation, remote support, technician action, and resolution record. Built around ConnectWise's boards, statuses, types, agreements, and SLA model.
ConnectWise board: Service DeskConnectWise type: Issue / Application / OutlookAgreement: Managed Workstation - Bundled HoursConfiguration matched via CW ConfigurationOST: 14.8 GB, Search index: pausedWindows Search service: stopped (manual)
The problem
Technicians should not jump from ConnectWise to RMM to identity to remote tools just to resolve one user issue.
ConnectWise PSA owns boards, statuses, agreements, and SLA. The actual support work happens elsewhere: in the RMM, in identity, on the device, in a remote session. Every tool switch is lost context, and that is the same gap on every ticket.
How GenticFlow investigates
Technicians start with context instead of a blank ticket.
GenticFlow pulls live context from the affected device, correlates against fleet baselines, and produces a root-cause hypothesis with the steps it recommends next.
Pick up the ConnectWise ticket
API integration polls or webhook triggers within seconds. Board, type, subtype, agreement, and configuration context all preserved.
Resolve to the right endpoint
Match against ConnectWise Configurations or contact-to-asset mapping so the investigation runs against the correct machine.
Diagnose endpoint and peers
Pull real-time endpoint state, prior ticket history on the same Configuration, and a healthy-peer comparison.
Run the matched playbook
ConnectWise board, type, subtype, and per-agreement policy drive playbook selection and approval gates.
Resolve and update ConnectWise
Run the approved fix, verify the outcome, write internal and external notes, change status, log a time entry against the agreement.
Route escalations correctly
When a technician is needed, the ticket moves to the right board and team with a complete resolution record attached.
What gets closed inside ConnectWise under policy.
Recurring deterministic ticket types close end-to-end with proper notes, status, and time entry against the agreement.
What gets escalated and how it lands in ConnectWise.
Escalated tickets move to the right ConnectWise board with the investigation already attached so technicians work the fix, not the triage.
FAQ
Common questions.
Specific answers for service desk and operations teams evaluating this workflow.
How does GenticFlow authenticate to ConnectWise?
API member keys with scoped security role permissions against the ConnectWise REST API. Access can be limited to specific boards, types, and Configuration write permissions.
Does it support ConnectWise Automate and other RMMs?
Yes. Auto-created tickets from Automate, NinjaOne, Datto, or any RMM are picked up like any other ticket. RMM-side actions are triggered through the GenticFlow agent or through the RMM's own scripting layer where appropriate.
What about multi-company / partner setups?
Per-company policy, per-agreement approval rules, and per-board behavior are configurable. A complete resolution record records which company policy governed each action.
Will it touch tickets we want technicians to handle?
Routing rules give you full control. You can scope GenticFlow to specific boards, types, agreements, or even specific Configurations. Anything outside the scope is left for your team.
Plug GenticFlow into your ConnectWise instance.
See it pick up a real ConnectWise ticket, investigate against the endpoint, run the verified fix, and write the resolution, notes, and time entry back to ConnectWise.
Explore related
Other ways teams use GenticFlow.
Each page walks the live investigation path against a real ticket so you can compare patterns across categories and stacks.