GenticFlow Says Trust in Us for Help Desk Automation
Comprehensive audit logging and transparency about token consumption are two examples of how the AI-based startup for MSPs hopes to set itself apart in a crowded field.
I rolled the dice last November and predicted that trust will be the word of the year in technology for 2026. It’s looking like a safer and safer bet all the time.
The particular technology I had in mind at the time, of course, was AI, and for obvious reasons. As more and more of what software does happens autonomously, out of view, and very, very rapidly, questioning the safety and efficacy of that software’s output is all but inevitable. And sure enough, study after study after study published in the months since my prediction has revealed the gap between the spending AI is inspiring on the one hand and the uneasiness it’s creating on the other. The gap’s so big, in fact, that Veeam is betting its future around closing it.
So to a great extent is GenticFlow, an AI-powered help desk automation startup that’s as serious about earning the trust of its users as it is about enabling better, faster resolution of technical issues.
“The number one issue that we have to address head-on is trust,” says Marius Mihalec, the company’s founder and CEO. “You break the trust, you break everything.”
The lengths to which GenticFlow goes to avoid that fate are apparent throughout the product. Like solutions you’ve read about here before and others you haven’t yet, the system automatically diagnoses end user help desk requests. Unlike at least some such systems, however, it addresses those requests without human oversight only in limited cases authorized ahead of time, generally in response to the simplest of issues, like password resets and printer restarts.
“Every workflow has an approval policy you assign where one or multiple team members get to approve before certain steps that carry risk can be executed,” Mihalec says. “I don’t think it’s very responsible for anyone to say autonomous anything.”
Approvals are based on detailed diagnostic information collected directly from the endpoint by a lightweight, RMM-like agent and inserted automatically in the ticket, Mihalec adds.
“What makes that useful, and different from tools that manage the ticket, answer the user, summarize the thread, or route the request, is that it is connected to real-time device investigation and action,” he says.
To further build trust, Mihalec notes, GenticFlow carefully documents every action it takes in formats MSPs can both inspect easily themselves and share easily with compliance auditors and cyber insurers.
“Everything is fully logged,” he says, creating a “proof layer” that work done quickly and invisibly was also completed responsibly and effectively.
Not to mention affordably. At a time when only 8% of organizations are extremely confident they understand what running AI services costs them and unpredictable usage-based AI billing is rapidly becoming the norm, GenticFlow makes a point of providing thorough reporting and forecasting data on token consumption.
“We’re very transparent about that,” Mihalec says.
It’s reflected in the system’s pricing too. Each of the product’s two base plans comes with a monthly allowance of tokens sufficient to process several hundred tickets.
“If you’re a light to medium user, that’s enough,” Mihalec notes, adding that heavier users can either pay GenticFlow $1 for every additional million tokens they consume or buy and bring their own tokens from the third-party LLM of their choice.
GenticFlow, which currently has about 30 users, is the second solution Mihalec has sold to MSPs. The first, called Pulseway and fully owned by Kaseya as of a year ago after years of partnering, had already established a foothold as a cloud-first, mobile-first alternative to legacy RMM/PSA platforms when I first wrote about it nearly a decade ago. The new solution aims to offer a similar alternative not only to old school management tools but to fully autonomous ones as well.
“GenticFlow is AI-first, but not AI-only,” Mihalec says.