Modern IT support platform
Everything your team needs to resolve IT issues, in one place.
Support users, investigate what is wrong, and take action on endpoints. Bring tickets, evidence, remote support, and automation into one connected workflow.
Built for lean IT teams and growing MSPs.
From first request to resolution, all in one platform.
- User support and tickets
- Investigations and remote support
- Automation, web, and mobile
Support journey
From request to resolution.
Connect the request to diagnostic findings, supported fixes, and hands-on support.
Support request
Chat, ticket or alert
Endpoint and user context
Request details, live state, and history
Investigate and resolve
Evidence · Playbooks · Remote support
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, connect related signals, and investigate affected devices before users report the issue.
End-user support
Give users branded chat and support requests, with answers drawn from your knowledge and the conversation kept with the case.
Technician resolution
Investigate possible causes, review the evidence, and act through supported playbooks, remote control, terminal, and files.
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.
Take action from the same workspace where you review the request and investigation findings. Connect to the device, run commands, work with files, or manage the affected Microsoft 365 account.
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
Understand the problem. Decide what to do next.
Start with the issue you need to understand. AI-assisted Investigations gather evidence, test possible causes, and explain what the findings establish and what still needs checking.
Endpoint Investigations
Describe the problem. GenticFlow checks live services, logs, processes, and network state, tests possible causes, and returns findings with supporting evidence and next steps.
Why does this laptop lose VPN after waking?
Fleet Investigations
Find out whether an issue affects one device or a wider group. Compare evidence across endpoints, identify common factors, and review a combined conclusion with coverage and next steps.
Which endpoints share this problem, and what do they have in common?
General Investigations
Get an answer grounded in your documentation, knowledge, and relevant investigation history. Research a technical question without needing 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.
See how GenticFlow investigates common issues, supports remediation, and records the result. Each illustrative walkthrough shows the evidence, action boundaries, and checks needed to confirm the outcome.
Printer Support
Follow the checks for stuck print jobs, spooler failures, drivers, and queues.
Explore Use CaseSlow Computer Investigation
Investigate why a device is slow, compare resource and process evidence, and review the findings and next checks.
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
Investigate, act, and verify. Your team stays in control.
AI assists users, tests possible causes, and explains findings. Supported playbooks diagnose, remediate, and verify routine issues under your policies; technicians have the tools to continue hands-on.
Answer user questions from your configured knowledge and retain the conversation for follow-up.
- Use end-user chat with your company knowledge.
- Carry the conversation into the support case.
Run read-only diagnostics, interpret the evidence, and explain findings and unresolved questions.
- Investigate an endpoint, a fleet, or a general question.
- Review findings and the sources behind them.
Run a supported playbook or continue with hands-on tools, under the applicable permissions and approval policies.
- Review proposed fixes and execute supported playbook actions.
- Use remote control, terminal, and files when hands-on work is needed.
Check whether the action addressed the issue and keep the evidence, outcome, and user updates with the case.
- Review available verification results and record the findings and actions.
- 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. Investigate their issues, act on the findings, and record the result alongside the ticket.
Explore Internal ITInvestigate customer issues, standardize repeatable fixes, and continue with remote support. Connect a supported 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.