Technician support tools
The tools to take an issue through to resolution.
Move from investigation findings to hands-on support. Open remote control, run terminal commands, transfer files, or review and manage Microsoft 365 accounts from the same support workspace.
Remote control, terminal, and file transfer are included in Smart and Hero. Script Library requires Hero.
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Microsoft 365 Account Actions
Look up accounts in the Microsoft 365 workspace on the web or in the iOS and Android technician app, from eligible web and mobile tickets, or from Customer / Organization pages on the web. Reset passwords, sign out sessions, clear supported MFA methods, enable or disable accounts, change groups or licenses, and create users.
Requires an assigned Entra connector with account actions enabled and the necessary Microsoft permissions. Verify requester identity and authorization, then review and confirm each change. Ticket outcomes appear in internal notes; standalone outcomes appear in Audit Log. Temporary passwords are shown once and omitted from both.
Remote Control
Chat with the person at the keyboard while you work on their desktop. Your first message opens a separate support window on supported Windows and macOS endpoints. Ask about the screen or request the next desktop action. In web Remote Control, Remote Desktop Assistance (Beta) adds Desktop mode to Assistant, so you can ask about the selected screen or request actions using the remote user's access. Endpoint mode keeps technician conversations, diagnostics and command approvals alongside the desktop.
Desktop mode is off by default. Enable Desktop Mode and configure a Vision Model; a supported connected agent is required. Observer Mode supports screen questions, while desktop actions require Control mode and confirmation when required. Select the user session and monitor you need, or work directly on the desktop. Access follows your role permissions, endpoint policy and configured user-consent requirements.
Terminal
Open an interactive shell on the endpoint to inspect a problem or carry out the next troubleshooting step. Read the output as you work.
Use fullscreen or move the live terminal to another tab or window while keeping its source page open. Export the terminal output when you need a record of the session.
Run Library Scripts
Choose Run Script from an endpoint’s Commands page, select a reusable script, and enter its inputs. Review the script and execution details before confirming the run.
Hero includes the Script Library with built-in checks and custom PowerShell and Bash scripts. Results are recorded in Command Audit. Execution requires a supported script version, endpoint access, and command permissions.
File Transfer
Browse endpoint files, download logs for investigation, or upload a file needed for the support task without opening a separate transfer tool.
Manage files from the endpoint workspace. File operations remain subject to your access permissions and the endpoint's filesystem permissions.
Processes and Services
See what is running when a device slows down or an application stops responding. Inspect processes and service state alongside the rest of the endpoint context.
Stop a process, start or stop a service, restart it, or change its startup type where the endpoint supports the action and your permissions allow it.
Applications and OS Updates
Find installed applications and versions across your fleet, including saved inventory for offline endpoints. Apply OS updates and review patch status and history alongside application inventory.
Application monitoring raises alerts when selected applications are detected, removed or prohibited, based on collected inventory. Explicitly start initial application installations and track results and verification. This seeds applications; it does not keep them updated. Assigning an application rule does not install, block or remove software. Separate tools can uninstall supported applications. Available actions depend on the operating system, agent capabilities and policy.
Endpoint Context and History
Review system assets, user sessions, health readings, baselines, alerts, and event logs to understand the device and what changed.
User Sessions shows active or idle status and idle duration on Windows, macOS and supported Linux desktops with updated agents. Refresh for a current snapshot; unsupported sessions show Unavailable. Use the endpoint timeline, activity history, linked records, and private technician notes to keep useful context available as you work.
Run supported endpoint commands from the same workspace and review their results. Endpoint tool availability depends on the connected endpoint, operating system, agent capabilities, permissions, and configured policies. Microsoft 365 account actions use the assigned Entra connector. Its workspace on web, iOS and Android also brings service health, Secure Score, MFA registration, and license capacity into user support work.
Product Demo
See it. Ask. Act.
Choose Desktop to ask about the screen or request a desktop action. Switch to Endpoint for diagnostics and command approvals, alongside the same remote screen.
A scripted example of web Remote Control. Remote Desktop Assistance is in Beta and requires enablement, a configured Vision Model and a supported agent.
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Explore Remote Support ToolsPart of the complete support journey.
Start with the request
Review the user conversation and ticket, then open the affected endpoint or the Microsoft 365 account tab when available.
Understand the endpoint
Review live endpoint context, use Assistant, and explore investigation findings to decide what to do next.
Take action
Use the appropriate endpoint tool or review and confirm a Microsoft 365 account change for the task. The technician directs the work.
Verify and update
Check the outcome, update the support record, and let the user know what changed.
FAQ
Support tools questions.
Plan inclusion, endpoint access, and working with your existing stack.
Can I chat with the user during Remote Control?
Can I chat with the user during Remote Control?
Yes. Chat With User in web Remote Control lets you exchange messages with the person at the selected desktop. Your first message opens their support window on supported Windows and macOS endpoints with an updated agent. Reopening restores only that remote session’s conversation. When the session ends, the transcript stays visible and becomes read-only. This is separate from end-user support chat for new requests.
Do Microsoft 365 account actions require an endpoint agent?
Do Microsoft 365 account actions require an endpoint agent?
No. Account actions use Microsoft Graph through the assigned Entra connector. Use the Microsoft 365 workspace on the web or in the iOS and Android technician app, eligible web or mobile tickets, or Customer / Organization pages on the web without a ticket. The connector must have account actions enabled, and the technician and Microsoft app must have the required access. Each change requires technician review and confirmation.
Which plans include technician support tools?
Which plans include technician support tools?
Remote control, terminal sessions, and file transfer are included in both Smart and Hero. Smart provides the complete day-to-day support platform. Hero adds the Script Library, including reviewed endpoint runs, alongside custom automation and extensibility.
Do I need an AI investigation before using the tools?
Do I need an AI investigation before using the tools?
No. Authorized technicians can open the endpoint tools directly. Investigations can provide useful context, but they are not a prerequisite for hands-on support.
Can we keep our existing RMM or PSA?
Can we keep our existing RMM or PSA?
Yes. GenticFlow can work alongside an existing RMM and supported PSA or service desk. Lean teams can use its monitoring, OS patching, inventory, ticketing and remote tools as their primary platform. It can replace an entry-level stack where requirements fit, without claiming enterprise RMM or PSA parity.
What does an endpoint need?
What does an endpoint need?
The endpoint needs a connected GenticFlow agent and support for the selected tool. Your account permissions and endpoint policies must allow access. Remote control also requires an available user session and follows configured consent requirements.
Put the tools to work on a real support issue.
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