Flexxible Solve

Flexxible Solve, also called FlexxSolve, orchestrates IT support to help employees resolve their issues and reduce repetitive Service Desk work. It combines triage, diagnosis, routing, and resolution. Depending on the case and the organization’s configuration, it can coordinate autonomous support or make it easier for Service Desk engineers to intervene. It also lets you extend coverage to nights, weekends, and other periods outside regular hours. The organization defines how autonomy is used and what its limits are. Service Desk engineers step in when the case needs their judgment or when the configured handling requires it.

​

What each component does

​

How cases reach Solve

Solve has three entry points that can be used independently or simultaneously:

• Assist Chatbot: the employee asks for help through a conversation. The Chatbot can try to solve the problem without depending on triage or the ticket category, within its action limits and permissions.
• ITSM: Solve receives tickets from the service management system. The integration also lets you create tickets, enrich them with the work performed, and update their status.
• MCP server: allows tickets to come in from connected AI tools.

Connecting an ITSM is optional, both during the trial and in production. The combination of entry points depends on how each company wants to organize its support. You’ll find more details in Ticket entry and ITSM integration.

​

How an issue is handled

Triage classifies a ticket and determines how it’s handled. Solve coordinates actions based on the case, the categories, and the configured policies. An issue belonging to a category doesn’t guarantee that it can be repaired: the handling also depends on the technical and action limits of each case. Assist Autonomous investigates the issue using the available device and session context, Flexxible’s DEX (digital employee experience) data, and the knowledge base. Its repairs are agentic: they use that context to decide on and run resolution actions within defined limits. Flexxible’s knowledge, based on 18 years of workplace experience, is complemented by each organization’s knowledge base. It provides the procedures and particulars that are specific to the company. The information generated while handling the case lets you continue it with context. In Assist Chatbot, the ticket includes the conversation, the diagnosis, the evidence, and the remediation attempted, performed, or proposed, so that the previous work is useful to whoever needs to step in next. See Interventions and results to learn how to read that work.

​

When Service Desk engineers step in

Engineers can continue the cases that need their intervention and use Assist Teammate during remote assistance:

• Teammate Guide points out elements on the screen and suggests the next steps.
• Teammate Act uses the mouse and keyboard to solve the problem and can run commands in the background. The engineer approves each action and can take control at any time.

The Assist Teammate page explains the modes, their configuration, and session control.

​

Reactive and proactive support

Reactive support starts when there is an issue or a request for help. Solve coordinates its handling through the Chatbot, diagnosis, autonomous support, or Service Desk intervention. Reactive doesn’t mean manual: a reactive case can be handled with autonomous support. Solve’s proactive support uses Flows to run defined workflows. Flows run microservices and currently require FlexxClient. Assist Autonomous agentic repairs are a separate capability. Reactive and proactive describe how the work starts. Autonomous and assisted describe how it’s handled. See the Flows documentation to learn how they are configured and how they work.

​

Control and off-hours support

Solve lets you set how each category is handled and apply a specific configuration outside regular hours. This extends coverage to employees who would otherwise have to wait for the next support period. Off-hours mode lets you configure automatic self-remediation for all categories except specific exclusions. The technical and action limits of each case still apply. See Control and governance to review per-category handling, exclusions, and the available controls.

​

Where to start

• If you’re evaluating Solve, start with Run a first Solve trial.
• If you’re administering it, review Requirements and compatibility and Control and governance.
• If you want to understand its scope, see Categories and scope.
• If you support employees, review Assist Chatbot and Assist Teammate.
• If you’re preparing your organization’s knowledge, see Knowledge base.