HelpdeskLive

Zendesk + GenticFlow

AI L1 resolution for your Zendesk help desk

GenticFlow connects to Zendesk and diagnoses L1 tickets and proposes resolutions. Bidirectional sync with webhooks means tickets are investigated, resolved, and updated with full resolution notes.

What You Get

Bidirectional Ticket Sync

Webhook-based real-time sync
Status and priority updates in both directions
Internal notes with resolution details
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
Diagnostic details posted as internal notes
Resolution posted as internal 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 dashboard with Zendesk ticket metrics
MTTR tracking per category
Escalation analysis - see what AI can't resolve and why
Cost savings per resolved ticket

How It Works

Connect your Zendesk account

API token setup in minutes.

Choose which ticket types to hand over

Map Zendesk ticket forms to L1 categories.

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 pre-investigated with diagnostics.

Resolution appears in Zendesk

Internal notes, status updates, and resolution details synced.

Not just triage. Actual resolution.

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