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.
Choose the right tool for the issue.
Microsoft 365 Account Actions
Look up accounts in the Microsoft 365 web workspace, 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
See what the user sees and work directly on the affected desktop. Open a remote session from the endpoint when an issue needs hands-on support.
Select the user session and monitor you need. 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 · Hero
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
Review installed applications and available operating-system updates while investigating application failures or update issues.
Uninstall supported applications, install supported OS updates, and review patch status and history. 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.
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 web workspace also brings service health, Secure Score, MFA registration, and license capacity into user support work.
Part 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 technician chat, 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.
Do Microsoft 365 account actions require an endpoint agent?
No. Account actions use Microsoft Graph through the assigned Entra connector. Use the Microsoft 365 web workspace, 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?
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?
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?
Yes. GenticFlow can work alongside an existing RMM and supported PSA or service desk. Lean teams can also use its built-in ticketing and user support as their primary support platform. It is not positioned as a full RMM or PSA replacement.
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.
Start a free trial, or book a demo to see the support workflow with your team.
Compare Smart and Hero