Ticketing and user support
Keep the request and the resolution together. Give users a clear way to get help.
Run day-to-day support with built-in tickets, branded end-user chat and a support portal. Keep the user conversation, available endpoint context and technician tools together, so your team can pick up the request and follow it through.
For internal IT teams and MSPs. Built-in ticketing and user support are included in Smart and Hero.
From the first request to the next useful action.
Help the user explain the problem
Users can ask for help through branded support chat or create an eligible internal ticket in the support portal. Requests can cover a device, an account or another IT issue.
Give the technician context
Review the conversation and associated endpoint information. Use AI-assisted investigation where appropriate to collect evidence and explore possible causes.
Act and follow up
Use remote support tools or a supported remediation workflow under the applicable permissions and policies. Share the outcome, verify the reported symptom and update the ticket.
One support workspace for the team and the user.
Built-In Tickets
Work requests with status, priority, ownership and a conversation history. Keep public replies separate from private technician notes and connect eligible cases to their affected endpoints.
Support Portal
With the portal enabled, eligible users can create internal tickets, view their own requests and send public replies. They sign in through the configured work-account provider or email-based access. External PSA tickets are outside this portal workflow.
Branded User Chat
Give users a familiar entry point for common questions and support requests. AI can assist with L1 guidance and supported diagnostics, with technician involvement when further work is needed.
Follow the case through the platform.
Remote Support & Tools
Move from the user report to remote control, terminal, files and supported endpoint actions.
Endpoint Diagnostics
Collect read-only evidence and review findings before choosing an action.
Supported Integrations
Check the ticket and writeback capabilities of your existing PSA or helpdesk connector.
Mobile Technician App
Review tickets, communicate with users and use supported tools away from your desk.
FAQ
Questions about ticketing and user support.
Built-in support, existing helpdesks and the limits of automation.
Do I need a separate ticketing system or PSA?
No. GenticFlow includes ticketing and end-user support for day-to-day IT work. Teams with a supported PSA or helpdesk can connect it instead. Check the specific connector and its update capabilities; built-in ticketing does not imply full PSA billing, contracts or enterprise service-management coverage.
Can users see other people's tickets or private notes?
The support portal shows eligible internal tickets belonging to the signed-in requester within the selected organization. Private technician notes and other users' tickets are not part of that public conversation.
Can a user submit a request without an endpoint?
Yes. Eligible portal users can create an internal ticket without selecting a device, for example for an account or email issue. When selecting a device, the portal offers endpoints currently assigned to that user in the same organization.
Does the portal also show tickets from our external PSA?
No. The built-in portal covers eligible internally routed tickets. Tickets mapped or routed to an external PSA do not appear there. Check your connector and existing PSA portal for that user workflow.
Does a completed investigation automatically mean the ticket is resolved?
No. Diagnostic findings, action results and ticket status are separate. An investigation may be inconclusive, and a successful command does not prove the original symptom is gone. Review the evidence and verify the outcome before closing the case.
Bring a real request from your support queue.
Try the handoff from user request to technician action during the 30-day trial. Our team will get in touch to discuss your setup and help you get started.