What's new.
New capabilities, integrations, and tools shipped across the platform. Most recent first.
GenticFlow
GenticFlow can now close tickets end-to-end without technician involvement. When a ticket arrives, the platform classifies the issue, runs a vetted diagnostic playbook on the endpoint, executes the fix, verifies it worked, and closes the ticket with a full audit trail. The entire process takes seconds. Supported issue types include printer, network, VPN, email, browser, disk, performance, software install, Windows Update, service startup, audio/video, file permissions, OS blue screen, and backup recovery. Each playbook runs a three-phase pipeline: diagnose the issue with real commands on the real endpoint, remediate using pre-approved scripts, and verify the fix before closing. If verification fails, the ticket stays open for a technician.
Playbooks can now execute remediation commands and verify the fix automatically, without waiting for technician approval. Enable Auto-Remediate in Settings > Tickets to activate full autonomy. When disabled (the default), playbooks diagnose the issue and propose fixes for technician approval before execution. Both modes include a post-remediation verification step that confirms the fix worked before the ticket is closed.
Each remediation action within a playbook can now be individually controlled. Open any playbook in Settings > Playbooks to see two checkboxes per action: Enabled (whether the action is available at all) and Auto-Remediate (whether it can execute without approval). This lets you disable risky actions like killing processes on servers while keeping them available on workstations, or allow technicians to approve actions that you do not want to auto-execute.
A new Autonomy Rate metric tracks the percentage of tickets closed by the engineer without human involvement, broken down by issue type. Visible as a summary stat card, weekly trend chart, and dedicated Autonomy tab in the Service Desk dashboard. Also added to Benchmarks with a default target of 60% and improvement tips. This is the primary metric for measuring how much work the engineer handles autonomously.
The Resolution tab on every ticket now shows a chronological timeline of everything the engineer did: ticket creation, alert source, AI classification, playbook execution, each diagnostic and remediation command, verification result, and ticket closure. Expandable details per step. This is the receipt that proves what the engineer did, when, and why.
Two new playbooks expand coverage. OS Blue Screen analyzes minidump files, checks recent driver installs, runs System File Checker, and escalates recurring crashes. Backup Recovery checks VSS, Windows Backup, Time Machine, and common backup agents (Veeam, Acronis, Datto), restarts failed services, and escalates data loss scenarios.
Ask operational questions about your fleet in plain English and get structured answers back with filters, columns, and the ability to drill into individual results. The new Command Center replaces the old field picker with a single free-text input and is now visible to all permitted users.
Workflows can now display messages directly on endpoint screens using the new On Screen delivery method in the Send Message node. Choose a target endpoint and session, set a title and sender name, and the message appears as a branded dialog on the user's desktop. Useful for maintenance notices, policy reminders, or any scenario where you need to reach the end user in real time.
Upload your own logo in Settings to replace the default branding across the platform. Supports separate light and dark theme variants. Your logo appears in the end-user chat header and remote control approval dialog, giving clients a white-labeled experience.
These three integrations now support real-time webhooks. When you enable webhooks in the integration settings, you will see a callback URL to configure in your external system. Incoming events are processed in real time instead of waiting for the next scheduled sync.
A new playbook diagnoses and resolves Windows Update failures including stuck updates, service issues, download cache corruption, and component store problems. Available for Windows endpoints.
A new playbook detects and restarts failed auto-start services. It uses a safe service allowlist to prevent unintended side effects and supports Windows, macOS, and Linux.
Auto-resolution now covers display issues, audio problems, file and folder permissions, hardware diagnostics, and security concerns. Each playbook can be individually enabled or disabled from the Playbooks settings tab.