Use case
Understand the Outlook problem. Find the next support step.
Bring the user report and available account evidence together. Investigate local client symptoms when relevant, distinguish them from mailbox or service-side work, and keep the findings and next steps with the ticket.
Illustrative support request, not a customer resultFindings depend on the connected endpoint and available evidence
The problem
Keep the case together as you troubleshoot.
The request, device evidence, technician actions, and user updates belong in one support workflow. Use GenticFlow internal ticketing or connect a supported service desk.
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.
Client state
Review Outlook processes, recent crashes, local resource pressure, and available application evidence.
Email Domain Checks
With Investigate Ticket enabled, eligible new Email / Outlook tickets receive MX, SPF and DMARC checks without an endpoint or mail-provider connection. Assessment uses the findings and ticket evidence to decide whether local client work is appropriate.
Technician action
Use remote control or terminal for hands-on support, or review an applicable local-client playbook action. For account, group, or license issues, an eligible Entra connector provides Microsoft 365 actions on the ticket, with each change reviewed and confirmed by the technician.
Supported actions and checks
The technician reviews the evidence and the applicable permissions or approval policy before acting.
When further work is needed
Keep the evidence and attempted actions with the ticket so the next technician can continue.
FAQ
Common questions.
Specific answers for service desk and operations teams evaluating this workflow.
What do automatic email checks tell us?
They check published MX, SPF and DMARC records for the ticket contact’s email domain. Findings and evidence gaps appear in Assessment and Resolution Activity, with an internal note when automatic notes are enabled. Domain checks do not prove message delivery or inspect mailbox contents. An assigned Entra connection can also supply account and recent sign-in evidence; account changes still require technician confirmation.
Does an Investigation fix the issue?
Investigations gather read-only evidence. A finding or recommendation is not a completed repair. Use a separate technician action or supported playbook and verify the outcome.
Do we need an existing RMM or PSA?
No. Lean teams can use GenticFlow as their primary support platform, including internal ticketing and user support. Connect supported existing tools where they fit your environment.
How can we try this workflow?
Start the free 30-day trial with the full product, your own environment, and real support cases. There is no artificial endpoint cap. The team will help arrange trial setup.
Try it with the support work in front of you.
Work real tickets, investigate endpoints, and use technician tools during the 30-day trial. Or book a demo of the complete support journey.
Explore related
Other ways teams use GenticFlow.
Each page uses an illustrative support case to explain the evidence, actions, and boundaries to consider.