Console for IT Managers

A single pane of glass for all requests

Console consolidates access requests, software requests, and help desk tickets across systems such as FreshService, Jira, Zendesk, and Okta into one unified interface.

Instead of managing multiple portals, IT managers operate from a centralized view of all incoming work. 

This includes access requests, software provisioning, and help desk tickets that previously lived in separate systems. The result is unified visibility without switching between tools.

Slack and Teams native request experience

End users submit requests directly inside Slack, Microsoft Teams, or Google chat.

Users can create a request, check its status, and respond to approvers without leaving their messaging platform. This reduces friction for employees and decreases the operational burden on IT.

Intelligent routing based on real context

Console routes requests to the appropriate business owner or manager using contextual signals such as role, team, department, location, and application ownership.

Routing rules can reference:

• Individual users or defined groups

• Department ownership

• Time-based logic such as timezone coverage

• Rotation schedules

• Context graph data including manager relationships and existing app access

Assignment happens automatically as tickets land in Inbox. Routing logic can be tested in simulation mode before going live.

Context graph driven automation

Console builds a context graph by ingesting data from systems such as Okta, Google Workspace, Slack, Jira, Jamf, Workday, and other platforms.

This gives Console awareness of a user’s department, title, manager, location, device, and app access. That context directly informs routing, approval chains, and automation decisions.

For example:

• Manager approvals route automatically because Console knows reporting lines

• Geographic routing can direct tickets to region-specific IT teams

• Seniority can influence both routing and ticket priority

• Priority can be configured in natural language

Granular and flexible approval workflows

Console supports multi-step approvals with custom conditions and justification requirements.

Approvals can include:

• Manager-level routing pulled from HRIS data

• Escalation logic if no action is taken within a defined SLA

• Action-level security controls such as additional verification for sensitive steps

• Time-bound approvals that automatically expire after a defined period, useful for contractor or temporary access scenarios

This allows IT managers to enforce policy while keeping workflows automated.

Automated provisioning and lifecycle management

Console supports automated access provisioning and revocation across connected systems.

It can handle complex workflows such as temporarily elevated Jamf admin access with automatic revocation.

Onboarding and offboarding workflows orchestrate provisioning and deprovisioning across systems, removing manual coordination between HR and IT.

Bulk operations are also supported. IT can add a list of users to an Okta group in a single step instead of writing and maintaining custom scripts.

Admins can run playbooks on behalf of other users or entire groups when executing fleet-wide changes.

Dynamic service catalog and conditional intake

Console presents a dynamic, role-based service catalog that filters request options based on a user’s team, role, and existing access.

Playbooks support conditional intake forms that change based on previous responses. This ensures approvers and agents receive full context before acting.

SLA management and escalation controls

Console supports configurable SLA response and resolution targets.

Agents receive notifications as tickets approach SLA deadlines. Tickets that are out of compliance are visually flagged inside Inbox.

Escalation rules can automatically trigger when a request breaches or approaches its SLA threshold.

Structured categorization and analytics

Console automatically categorizes tickets by reading natural language and assigning a request type through its Schema system.

Each request type pulls in relevant custom fields, which can be auto-populated using AI Fill by querying connected systems.

Because tickets are consistently categorized on arrival, IT managers can filter analytics by request type, assignee, SLA status, channel source, or triggered playbook without custom setup.

Custom dashboard views can be saved and shared across the team.

Works with existing systems

Console integrates with tools such as FreshService, Okta, Jamf, Jira, ADP Lyric, Greenhouse, and Zendesk.

Existing runbooks from tools like FreshService can be migrated into Console. This allows IT teams to layer automation on top of their current stack rather than replacing every system at once.

Supporting lean IT teams

Console automates high-volume, repetitive tasks that would otherwise require manual IT intervention.

Non-technical teams such as People Ops can build and manage workflows using natural language prompts in the AI Assistant. IT does not need to write custom scripts or manage API connections for every cross-system request.

This reduces the per-person support burden and removes IT as a bottleneck in cross-functional processes.