Deliver exceptional IT support with less complexity.
Two views. One workspace.
Users get a simple support channel that responds quickly. Technicians get a workbench with device context, tools, and actions to resolve issues without jumping between systems.
- Chat that collects context and guides next steps
- Approved fixes run under policy
- Status updates the user can see
- Escalation that captures the issue, not just the complaint
- The user request and live device state in one view
- Investigation, remediation, command history, and approvals
- Remote control, secure terminal, and file transfer in the same workspace
- Every action leaves a resolution record
The support workflow includes device action: investigation, remediation, remote control, secure terminal, file transfer, and more.
Support should not start with a blank ticket. GenticFlow starts when the issue starts.
By the time a ticket is opened, the device may have changed, the user may have rebooted, logs may have rotated, and the issue may no longer be reproducible. GenticFlow investigates the moment a user asks for help, a ticket arrives, or an alert fires.
Same printer issue. One path starts after hours of queue and reconstruction. The other starts now.
Sarah Chen (Accounting)- 14:22(4h 32m ago)Sarah submits the ticket through the portalOpen
- 15:05(3h 49m ago)Pulled from the L1 queue43m wait
- 16:18(2h 36m ago)L1 tech: "Hi Sarah, can you confirm which printer?"Waiting on user
- 16:25(2h 29m ago)Sarah replies: "HP-FLOOR-2 on the 2nd floor"
- 17:30(1h 24m ago)Tech remotes in to investigateIn progress1h 5m wait
- 17:48(1h 6m ago)Tech finds spooler stopped, 14 stuck jobs
- 18:02(52m ago)Tech clears the queue and restarts the spooler
- 18:30(24m ago)Tech messages Sarah to confirm it is working
- 18:54(just now)Ticket closed with resolution noteClosed
Spooler service was stopped with 14 jobs queued. Cleared the queue and restarted Print Spooler service (StartType: Automatic). Verified printing with Sarah.
- L1 technician1 person
- Active tech time24m
- Queue + wait time1h 48m
- Back-and-forth touches5
- Fully-loaded cost (HDI baseline)~$22
- -Spooler service: Stopped
- -Print queue: 14 stuck jobs
- -Spool folder: orphaned files present
- -Drivers: healthy
- Cleared print queue
- Purged orphaned spool files
- Restarted spooler (StartType: Automatic)
Support starts with the user. Resolution happens on the device.
From request to context, action, and resolution record.
One governed loop. From chat, ticket, alert, anomaly, or workflow trigger, GenticFlow checks the affected device, captures live evidence, runs approved remediation, verifies the outcome, and records everything.
AI-guided investigation checks live device evidence, while approval policies control what can run.
A user starts a chat, a ticket arrives in GenticFlow or your existing ticketing system, an anomaly is detected, or a workflow trigger runs.
GenticFlow identifies the affected device and checks live state: services, logs, processes, disk, network, configuration.
Approved fixes run automatically where policy allows. Risky or uncertain actions request approval before anything changes.
A post-action check confirms whether the fix worked. The outcome is recorded against the original request.
Resolved or escalated, the ticket carries the root cause, timeline, command output, findings, approvals, and recommended next steps.
Request, device, live evidence, governed fix, verified outcome, resolution record. The same loop runs on every supported request.
Support is not just tickets. It is context, action, and evidence.
A traditional helpdesk stops at the ticket. A traditional RMM starts at the device. GenticFlow starts with the user's support experience and connects it to the device action.
- Logs the ticket
- Routes to a technician
- Tracks status and SLA
- Records replies and notes
- Stops at the ticket
- Connects the request to the affected device
- Investigates live device evidence
- Runs approved remediation under policy
- Verifies the fix and records what changed
- Gives technicians remote tools when needed
- Escalates with full context
AI guides what to check. Policy decides what can change.
GenticFlow uses AI to guide device investigation. Remediation follows your approval policies. Approved fixes can run automatically. 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
Common IT support issues GenticFlow can resolve, investigate, or escalate with evidence.
Approved fixes are gated by your policy. When a fix is outside scope, GenticFlow escalates with the investigation attached.
Catch the issue before it becomes a ticket flood.
GenticFlow turns device signals into support-ready incidents before the queue fills.
Multiple endpoints on the same recently shipped version start exhibiting the same fault. Surfaced before a third of the fleet opens a ticket.
Outlook, OneDrive, or a line-of-business app starts crashing across the fleet. Detected against the baseline, not against a static threshold.
A signal that isn't widespread yet but is accelerating: rate of new affected endpoints crosses what normal looks like for this fleet.
See it deliver exceptional IT support in your environment.
Book a demo and watch GenticFlow handle a real support request: chat, device investigation, approved fixes, verification, and a complete resolution record.