Modern IT support platform
Everything your team needs to resolve IT issues, in one place.
Support users, investigate issues, and act directly on endpoints without jumping between disconnected tools.
Built for lean IT teams and growing MSPs.
From first request to resolution, all in one platform.
- User support and tickets
- Endpoint context and technician tools
- Web and mobile
Support journey
From request to resolution.
Keep the user, support request, endpoint context, and technician workflow connected.
Support request
Chat, ticket or alert
Endpoint and user context
Request details, live state, and history
Investigate and resolve
Findings · Remote access · Technician tools
Verify and update
Confirm the outcome and keep the user informed
One platform for the complete support journey.
The complete support journey
Support before, during, and after the ticket.
Proactive support
Spot abnormal endpoint behaviour and investigate issues before they become support requests.
End-user support
Give users a place to ask for help, get L1 assistance, and raise support requests.
Technician resolution
Give technicians the endpoint context and tools they need to investigate, act, and resolve the issue.
A simpler support stack
Support work shouldn’t require a stack of disconnected tools.
Use GenticFlow as your primary support platform, work alongside your RMM, or connect a supported PSA. Consolidate the daily support tools that make sense for your team.
| Tool | Typical job | How it fits |
|---|---|---|
| RMM | Device management, monitoring, patching, and fleet operations. | Keep the RMM functions your environment needs. Bring support work and endpoint context into GenticFlow. |
| PSA | Service business operations such as contracts, billing, and ticket workflows. | Connect a supported PSA when it remains part of your business. Use GenticFlow for the technician support journey. |
| Remote support tools | Hands-on access to a device. | Use remote control, terminal, and file transfer alongside the ticket and endpoint context. |
| GenticFlow | The complete support journey for lean teams. | User support, tickets, proactive signals, investigation, technician action, and resolution in one platform. |
Outgrowing email and standalone remote access? Read the Support Consolidation Guide. Compare the jobs your team needs covered, then decide which tools to keep. Explore the Comparisons
Technician support tools
Everything technicians need to resolve the issue.
Move from the request to user, account, and endpoint context, then take the next technician action in one support platform.
Microsoft 365 Support
Complete the user and account side of support alongside endpoint tools. Review accounts, sign-ins, Secure Score, service health, MFA registration, and license capacity. Confirm account changes and enable monitoring where needed.
Explore Microsoft 365User Support and Tickets
Give users branded chat for help and support requests. With internal ticketing, they can view their tickets, read public updates, and reply through the support portal. Supported PSA connections use their own ticket workflow.
Explore User Support and TicketsRemote Control
Open a remote session from the endpoint when the issue needs hands-on help. Included in Smart and Hero, with role permissions and configured session consent controls.
Explore Remote ControlTerminal and File Transfer
Run commands and work with endpoint files from the support workspace. Use the terminal and file tools directly when you know the next step, alongside investigation findings and the ticket.
Explore Terminal and File TransferSupport on Mobile
Work tickets, review endpoint context, investigate, and use remote control, terminal, and files from the mobile app, with the same access boundaries as your account.
Explore the Mobile AppInvestigations
One endpoint, a fleet, or a question.
Give technicians a way to investigate at the scope the issue needs. Start with live device evidence, compare findings across endpoints, or research the available knowledge.
Endpoint Investigations
Inspect live services, logs, processes, and network state on the affected device. Review findings and the evidence behind the recommended next step.
Why does this laptop lose VPN after waking?
Fleet Investigations
Investigate across an organization, group, connector, or tag. Compare endpoint findings to understand the scope of an issue and review one combined conclusion.
Which endpoints share this problem, and what do they have in common?
General Investigations
Research a technical question using documentation, organization knowledge, and relevant investigation history. Start with a question, without attaching a ticket or endpoint.
What resolved this issue before, and which guidance applies here?
Findings remain connected to their evidence, and any remediation follows your permissions and approval policies.
Explore Endpoint Diagnostics & InvestigationsUse cases
Start with the ticket in front of you.
Explore common support issues, the evidence to collect, and the next steps to evaluate. Each walkthrough covers investigation, follow-up actions, and when a technician needs to take over.
Printer Support
Follow the checks for stuck print jobs, spooler failures, drivers, and queues.
Explore Use CaseSlow Computer Investigation
See how CPU, memory, disk, and process evidence can guide a technician's next step.
Explore Use CaseUpdate Issues
Review Windows Update services, failed updates, pending restarts, and the checks that guide the next support step.
Explore Use CaseVPN Ticket Diagnosis
Work through client state, certificates, DNS, and routing to narrow down a connection failure.
Explore Use CaseDisk Space Remediation
Review disk pressure, permitted cleanup options, and the evidence needed to verify recovered space.
Explore Use CaseAI inside the workflow
AI assistance where it helps. Your team stays in control.
Use AI to gather context, assist users, suggest next steps, and document the work. GenticFlow remains your daily support platform, with or without an AI investigation.
Help users describe the issue and find relevant guidance.
- Use end-user chat with your company knowledge.
- Carry the conversation into the support case.
Collect evidence so the technician can start with useful findings.
- Investigate an endpoint, a fleet, or a general question.
- Review findings and the sources behind them.
Use findings to decide what to check or try next.
- Review suggested actions and supported playbooks.
- Use remote control, terminal, and files when hands-on work is needed.
Document the work and communicate the outcome.
- Summarize findings and actions for the support record.
- Turn repeated work into workflows with Hero.
AI helps your team move through the work. Your technicians own the support outcome.
Start with the daily support tools. Add AI assistance and configured automation where they are useful.
Action availability depends on your license, permissions, connected systems, and configured policies.
Investigation is read-only. Policy decides what can change.
Reading device state is separate from changing it. Supported fixes run only when your policy permits. High-risk changes are blocked or routed for review. Every investigation, command, approval, and result is recorded.
- ✓You see what it checked
- ✓You control what it can change
- ✓You approve what matters
- ✓High-risk device changes are blocked or routed through approval policies
- ✓Every investigation, command, decision, approval, and result is recorded as a complete audit trail
Read-only. Live state from the affected device, nothing changed.
Allow-listed actions only, at the risk tier your policy permits.
Where supported, the endpoint is checked again after remediation. Review the outcome before closing the ticket.
Built for internal IT teams and the MSPs who support them.
Give employees a place to get help and your team a connected workspace for tickets, endpoint context, remote support, and resolution.
Explore Internal ITWork across customer environments with branded user support and daily technician tools. Connect your existing PSA and RMM where they fit.
Explore MSP SupportPut GenticFlow to work in your daily support.
Try the full product for 30 days in your own environment. Deploy it across the endpoints you support, work real tickets, and see how GenticFlow fits into your team’s daily support.