r/msp • u/BlankOasis • 21h ago
GenticFlow - Root Cause - thoughts
I’ve been testing this new tool, it’s a whole new spin ticket resolution. Biggest time suck is root cause, you get some vague tickets around CPU high, service stopped or some users application crashed. As if that’s anything to go on. This thing tells me why, what happened, suggestions true root cause fix and triggers prevention for the future and details each step.
Marius Mihalec, new project. He was the founder of Pulseway back in the day.
Has anyone else tried it?
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u/IllustriousRaccoon25 MSP - US 20h ago
Neo Agent also has some analysis capability like this, both based on the RMM alert, prior ticket history, optionally internal docs, and some Internet search for problem solving. The connect-the-dots of the new ticket against old tickets works well. We’re trying it out, may try GenticFlow too.
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u/BlankOasis 20h ago
I’ll check them out, haven’t heard of them. Although sounds like it checks past tickets and documents, doesn’t run analysis on endpoint, test and validate action on the device with issue. I’ll have a peak though. How are they priced?
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u/IllustriousRaccoon25 MSP - US 20h ago
There are a few similar products who can do the endpoint checks and work if you connect to your RMM, EDR, 365, etc. Reading more about GenticFlow it seems like they also have their own RMM and ticketing component too, so they seem more duplicative than additive for those who are happy with their RMM and ticketing, and are looking to add AI analysis, triage, and action.
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u/IllustriousRaccoon25 MSP - US 20h ago
Just checked out the GenticFlow pricing and it’s per-endpoint, so that for me is a turn-off.
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u/CyberHouseChicago 20h ago
What was the pricing ?
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u/IllustriousRaccoon25 MSP - US 20h ago
https://www.genticflow.com/pricing has their calculator and options
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u/BlankOasis 20h ago
Most of our licenses are per endpoint, bar ticketing, and user security models. I’m more curious if I can reduce escalations and resolve at level 1. If you test it out let me know, I’m trying to find out if there are edge cases I’m missing
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u/IllustriousRaccoon25 MSP - US 20h ago
A lot of the AI-focused apps are usage-based and I think that lets us come out ahead. NinjaOne’s AI add-ons in early access will allegedly be usage-based too. There’s only so much you can keep stacking on price-wise across the board even if it’s never used.
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u/BlankOasis 20h ago
We use Ninja, but just again all these alerts don’t explain anything and the team has to keep digging in, to try figure things out. Or they just do some fix but no one knows if it fixed the underlying issue. Such a time suck. Is this the patch intelligence or something new?
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u/Oa-Virt 20h ago
I built an rmm myself (it’s 15 years old very mature) and we added a DEX ability recently that grades each device in a fleet from healthy to critical. When any devices fall in selected health bands it automatically generates a deep Ai based diagnostic of the device by collecting very specific logs and even analyzes the memory dumps because dex reports on all sorts of crashes and things that make a bad experience for the user. The diagnostics trigger full root cause and fix suggestions to a connectwise ticket. Working on auto remediation at the moment.
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u/BlankOasis 20h ago
Do you sell it or is it just internal use? I love the DEX element, be nice if RMM tools incorporated it. I didn’t want to spend extra dollars on Nexthink or ControlUp
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u/Oa-Virt 20h ago
It’s pretty complex to setup and pretty expansive beyond this. We’ve got a handful of outside companies using it but we’re an msp as a business first we just choose a long time ago to make our own tools rather than be reliant on the big names for it. Https://mspcontrol.org
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u/BlankOasis 20h ago
Looks pretty cool, looks to be windows based only, and patching through WSUS. Always curious, how many devs did you hire to maintain and build on it? Is the headcount cost worth it vs using an existing RMM tool?
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u/Oa-Virt 20h ago
Patching works with wsus, intune auto patch and winget for 3rd party patching. It runs on Linux just no installers for it there it’s native .net core 10. I inherited the original project from open source (Microsoft bought a company out and open sourced it as an exchange control panel which it still does it basically has parity to cipp in that sense). We had about 25 developers at a point working on it and it was still cheaper than paying for 10,000 endpoints. Now we are down to about 8-10 and heavy on Claude code.
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u/BlankOasis 20h ago
That’s awesome, I’ll have the team check it out, looks like there’s a free version
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u/Appropriate_Soil2038 21h ago
man i saw this pop up recently too, feels almost too good to be true. getting actual root cause instead of "cpu high" and nothing else would save me from losing my mind on vague tickets
the pulseway background is interesting, marius knows the space for sure. but i wonder if it actually delivers when the issue is some weird nested dependency or a random driver acting up
have not tried it yet, still in the "staring at the landing page suspiciously" phase. curious what the catch is, maybe pricing or it chokes on messy environments