The service desk needed to be reimagined with AI at its core. So we did.
Traditional service desks were built before the AI era. They’re bloated, hard to configure and designed around the assumption that humans should handle every ticket. The result is an IT team that is drowning in tickets, spending their days triaging instead of building.
The service desk stopped serving IT a long time ago.
Introducing Console's AI Service Desk
We rebuilt the service desk from the ground up around a simple idea: most tickets shouldn’t require a human at all. Handling the rest should feel like clearing your email inbox.
Console agents handle most requests end-to-end. For requests that require a human, each ticket lands in your Console Inbox automatically categorized, prioritized and routed to the right person with all of the appropriate context to fix the issue fast.
Every interaction teaches Console how to handle the next request automatically so over time, the ticket triaging doesn't just slow down, it stops altogether. And your team's attention shifts from keeping up with requests to building the capabilities that prevent them in the first place.
It's the Inbox that is designed to stay empty.
Inbox
Slack
Teams
How it works
All the information you need lives in the Console platform. It combines AI-driven automation and natural language configuration to handle every request the moment it is messaged in Teams or Slack. This is how it happens:
An employee submits a request directly in Teams or Slack.
Console’s AI agents respond first, asking the questions it needs to understand and resolve the request automatically using existing knowledge, access policies, or playbooks.
If AI can resolve the request, it does.
If not, Console escalates it to the right person with the correct categorization, priority, and full context applied based on natural-language configuration, so it arrives ready to be resolved.
Here’s how this is configured.
Auto-Routing
Console automatically directs every incoming request to the right person or team. When auto routing a request, Console first determines which workspace a request belongs to: IT, HR, Legal, etc. It then applies natural language rules written by your team to assign it to the right person or team. Console pulls context from connected systems like Okta, Jamf, and Workday to enrich each request with details like the user's location, department, and seniority, so routing decisions can factor in multiple signals at once.
Read more about auto-routing →
Auto-Categorization
When a user submits a request, Console reads the message, understands what it’s about, and automatically assigns it to the right category. It infers the request type without the user selecting anything or filling out a form. Console then pulls in relevant context from systems to populate the correct fields. By the time the ticket reaches a human, it’s already classified, tagged, and enriched with the full context needed to take action.
Read more about auto-categorization →
SLA & AI-Powered Prioritization
Priority is set automatically for every request so teams know what needs attention first. Admins define priority rules in plain English, like marking VP requests urgent or escalating critical issues, with no code required. Every ticket is then automatically assigned a priority (Urgent, High, Medium, or Low) with SLA timers, alerts, and notifications keeping teams on track without manual monitoring.
Read more about SLA & prioritization →
Slack & Microsoft Teams
From the Teams or Slack side, users just describe their issue in a DM or shared channel and everything happens behind the scenes: ticket creation, updates, approvals, and resolutions all surface directly in the same thread without them ever leaving their messaging platform. Whether the AI resolves it automatically or a human steps in, the conversation feels identical either way. No portals, no forms, no context switching.
Read more about Slack & Teams integration →
The System Gets Smarter While You Work
Console observes patterns as your IT team resolves requests and feeds suggestions back to the workspace: new Playbooks to create, recurring issues to automate, capabilities worth building. IT becomes the trainer, Console learns, and every ticket closed makes the next one easier to handle automatically. AI suggestions only go live when a Console admin gives them the green light, so every workflow stays intentional.
This is fundamentally a new way to run IT - intentionally designed to help you achieve Inbox Zero.
Interested in seeing Inbox in action? Get in touch →
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