> ## Documentation Index
> Fetch the complete documentation index at: https://docs.flexxible.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Flexxible Solve

> How Flexxible Solve orchestrates IT support to help employees resolve their issues and reduce repetitive Service Desk work.

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

| Component | Role |
| - | - |
| **Flexxible Solve** | Orchestrates the support process, performs triage, and coordinates the handling of cases and the different actors. |
| [Assist Chatbot](https://docs.flexxible.com/en/features/flexxible-solve/assist-chatbot.md) | Helps the employee directly through a conversation and tries to solve their problem. Creates and enriches the ticket with the context of what happened. |
| [Assist Autonomous](https://docs.flexxible.com/en/features/flexxible-solve/assist-autonomous.md) | Diagnoses the issue and performs agentic repairs under Solve's orchestration and within its action limits. |
| [Assist Teammate](https://docs.flexxible.com/en/features/flexxible-assist/teammate.md) | Helps Service Desk engineers during remote assistance through Teammate Guide and Teammate Act. |

## 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](https://docs.flexxible.com/en/features/flexxible-solve/ticket-entry-and-itsm.md).

## How an issue is handled

Triage classifies a ticket and determines how it's handled. Solve coordinates actions based on the case, the [categories](https://docs.flexxible.com/en/features/flexxible-solve/categories.md), 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](https://docs.flexxible.com/en/features/flexxible-solve/knowledge-base.md). 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](https://docs.flexxible.com/en/features/flexxible-solve/interventions.md) 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](https://docs.flexxible.com/en/features/flexxible-assist/teammate.md) 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](https://docs.flexxible.com/en/features/flows/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](https://docs.flexxible.com/en/features/flexxible-solve/governance.md) 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](https://docs.flexxible.com/en/guides/solve-first-trial.md).
* If you're administering it, review [Requirements and compatibility](https://docs.flexxible.com/en/features/flexxible-solve/requirements.md) and [Control and governance](https://docs.flexxible.com/en/features/flexxible-solve/governance.md).
* If you want to understand its scope, see [Categories and scope](https://docs.flexxible.com/en/features/flexxible-solve/categories.md).
* If you support employees, review [Assist Chatbot](https://docs.flexxible.com/en/features/flexxible-solve/assist-chatbot.md) and [Assist Teammate](https://docs.flexxible.com/en/features/flexxible-assist/teammate.md).
* If you're preparing your organization's knowledge, see [Knowledge base](https://docs.flexxible.com/en/features/flexxible-solve/knowledge-base.md).