Technician support tools
The tools to take an issue through to resolution.
Remote control, terminal, and file transfer in the same platform as your support requests and endpoint context. Give technicians the tools to act without switching between disconnected products.
Included in Smart and Hero. Built for lean IT teams and growing MSPs.
Choose the right tool for the issue.
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.
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.
Part of the complete support journey.
Start with the request
Review the user conversation and ticket, then open the affected endpoint.
Understand the endpoint
Use live endpoint context and investigation findings to decide what to do next.
Take action
Choose remote control, terminal, or file transfer 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.
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 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