Console Blog

Console Blog

Our latest articles, resources, and reports.

Our latest articles, resources, and reports.

Introducing Coworker Mode: your team member that never sleeps.

Coworker Mode brings Console into any Slack channel, answering questions, pulling reports, and automating requests right where your team is already working. No tickets, no handoffs, no context switching.

CIO Report Series: From IT Admin to IT Engineer

Most IT teams are about to get their hours back. What they do with them will define the function for the next decade. Insights from IT leaders at Cloudflare, GitLab, Lyft, Zip, and more.

How to Build a Knowledge Base for ITSM in 2026

Learn how to build an ITSM knowledge base for both human readers and AI agents, with structure, governance, and connections to playbooks and policy.

What Is an HR Help Desk? Software, Benefits, and Use Cases

Learn what an HR help desk is, the benefits and top use cases, and how AI automation resolves employee policy, payroll, and onboarding requests in chat.

AI Ticket Triage: How Classification, Priority, and Routing Have Changed

AI ticket triage now classifies, prioritizes, routes, and resolves. See how 2026 systems handle each decision and where rule sets fall short.

Jira Service Management vs ServiceNow: Choosing the Right ITSM Platform in 2026

JSM wins for dev-led IT teams already on Atlassian. ServiceNow wins for Fortune 1000 enterprise consolidation. Compare pricing, AI, and fit in 2026.

Service Desk Outsourcing: What It Covers and When to Automate Instead

Compare service desk outsourcing models, pricing, and the real tradeoffs, plus how AI automation resolves tier-one IT tickets without a third-party vendor.

7 Best AI ITSM Platforms in 2026

Compare the 7 best AI ITSM platforms for 2026: Console, ServiceNow, Atomicwork, and more. Architecture, tradeoffs, and pricing for each.

Cloud-Based Help Desk vs On-Premise Systems: A Buyer's Decision Framework for IT Leaders

Compare cloud-based help desk vs on-premise systems: a 2026 decision framework covering TCO, security, AI features, and compliance.

Introducing Coworker Mode: your team member that never sleeps.

Coworker Mode brings Console into any Slack channel, answering questions, pulling reports, and automating requests right where your team is already working. No tickets, no handoffs, no context switching.

CIO Report Series: From IT Admin to IT Engineer

Most IT teams are about to get their hours back. What they do with them will define the function for the next decade. Insights from IT leaders at Cloudflare, GitLab, Lyft, Zip, and more.

How to Build a Knowledge Base for ITSM in 2026

Learn how to build an ITSM knowledge base for both human readers and AI agents, with structure, governance, and connections to playbooks and policy.

What Is an HR Help Desk? Software, Benefits, and Use Cases

Learn what an HR help desk is, the benefits and top use cases, and how AI automation resolves employee policy, payroll, and onboarding requests in chat.

AI Ticket Triage: How Classification, Priority, and Routing Have Changed

AI ticket triage now classifies, prioritizes, routes, and resolves. See how 2026 systems handle each decision and where rule sets fall short.

Jira Service Management vs ServiceNow: Choosing the Right ITSM Platform in 2026

JSM wins for dev-led IT teams already on Atlassian. ServiceNow wins for Fortune 1000 enterprise consolidation. Compare pricing, AI, and fit in 2026.

Service Desk Outsourcing: What It Covers and When to Automate Instead

Compare service desk outsourcing models, pricing, and the real tradeoffs, plus how AI automation resolves tier-one IT tickets without a third-party vendor.

7 Best AI ITSM Platforms in 2026

Compare the 7 best AI ITSM platforms for 2026: Console, ServiceNow, Atomicwork, and more. Architecture, tradeoffs, and pricing for each.