Solution for ConnectWise
Bring ConnectWise tickets into the technician support workflow.
Keep ConnectWise where it fits your business. Connect tickets to GenticFlow endpoint context, investigations, remote control, terminal, and files, then keep findings and notes with the support record.
Example workflow, not a customer resultTechnician reviews findings and chooses the next action
The problem
The work crosses more than a ticket.
Technicians need the request, device context, tools to act, and a way to communicate the result. Rebuilding that context across separate tools makes daily support harder.
The support workflow
From the request to the next technician action.
Use the available context, gather evidence, and choose the next support step. The workflow below is illustrative; actions and outcomes depend on the case and your configured access.
Start with the request
Connect the ConnectWise ticket to the relevant support context.
Review endpoint context
Investigate the connected endpoint and review findings, sources, and unresolved checks.
Take the next action
Use remote control, terminal, files, or supported playbooks, subject to the required access and approvals.
Daily support in one platform
Smart covers the daily support workflow. Hero adds deeper automation and extensibility.
Keep existing tools where they fit
Consolidation is a choice based on the jobs your team needs covered.
FAQ
Common questions.
Specific answers for service desk and operations teams evaluating this workflow.
Is GenticFlow a PSA or RMM replacement?
GenticFlow is a modern IT support platform. It can be the primary support platform for a lean team or work alongside an existing RMM and supported PSA. It does not claim to replace every RMM function or PSA billing and contracts.
Is AI required for the daily support tools?
AI assists investigations, user help, recommendations, and documentation. Technicians can also use tickets, endpoint context, remote control, terminal, and files directly, with the required entitlements and permissions.
What does Hero add?
Hero adds custom workflows, triggers, webhooks, API and MCP access, and a larger included AI allowance. Smart remains the daily support platform.
Try the complete support workflow.
Use the full product for 30 days with your real environment and support cases. Or book a demo of the request-to-resolution journey.
Explore related
Other ways teams use GenticFlow.
Each page uses an illustrative support case to explain the evidence, actions, and boundaries to consider.