HelpdeskLive

Freshdesk + GenticFlow

AI L1 resolution for your Freshdesk help desk

GenticFlow connects to Freshdesk and diagnoses L1 tickets and proposes resolutions. Bidirectional sync with resolution notes written back as private notes to your help desk.

What You Get

Freshdesk Integration

Bidirectional ticket sync with webhook support
Status, priority, and assignee sync in both directions
Resolution notes posted as private notes
Automatic ticket creation and closure

L1 Ticket Resolution

Routine IT tickets diagnosed with resolution proposed for tech approval
Endpoint fixes executed via the GenticFlow endpoint agent
Private notes with diagnostic details
Resolution posted as private notes for your team

AI-Powered Ticket Handling

AI triage classifies tickets by issue type automatically
Auto-resolution for password, printer, browser, email, VPN, and software issues
Auto-investigation runs diagnostics on linked endpoints and posts findings
Knowledge base auto-answer for general inquiries

Visibility & Reporting

Resolution rates and MTTR tracking
Cost savings per ticket
Escalation analysis
Category coverage dashboard

How It Works

Connect your Freshdesk account

API key setup in minutes.

Choose ticket types to automate

Select L1 categories for GenticFlow to handle.

AI classifies, investigates, and resolves L1 tickets

Tickets are triaged by issue type. Supported types are diagnosed with resolution proposed for approval. The rest are investigated with findings posted as notes.

Resolution appears in Freshdesk

Notes, status, and resolution details synced.

Not just triage. Actual resolution.

Other AI tools classify and route your Freshdesk tickets. GenticFlow investigates them, executes fixes on endpoints through your RMM, and writes the resolution back to Freshdesk. Real fixes, not suggestions.