Use case
Work through VPN issues from request to technician action.
Investigate the connected endpoint, review network and VPN client evidence, and keep the findings with the support case.
Explore Endpoint Diagnostics & InvestigationsIllustrative 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.
Network context
Check connectivity, DNS, routes, and VPN client or service state on the connected device.
Scope and evidence
Distinguish local client symptoms from gateway, certificate, identity, or wider network issues.
Technician action
Review supported service restart, DNS flush, or VPN adapter actions. Use remote control or terminal for further checks.
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.
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.