Common IT Requests Console is Designed to Handle
Introduction
Most internal IT teams spend a disproportionate amount of time handling a small set of repeatable tasks. These requests are important, but rarely require deep investigation or critical thinking. They need consistency, speed, and clear ownership.
Console is designed to handle these high-volume requests directly where employees already work, utilizing structured intake, policy enforcement, approvals, and execution. Some requests require humans at clearly defined points. Others can be fully automated. In both cases, the goal is the same: reduce the back-and-forth and keep requests moving.
Below are the most common types of requests Console handles especially well today.
App access & permissions requests
Example requests:
“Can I get access to Figma?”
“Grant temporary Notion access”
“I can’t get into Salesforce. Can you help me?”
App access is one of the most frequent and time consuming categories of IT work. Console handles these requests well because access decisions tend to follow clear, repeatable rules.
When an employee requests access, Console can collect required details such as role, justification, and duration. Access policies determine whether approval is required, who must approve it, and what level of access can be granted. Once approved, Console executes the change through configured integrations and records the outcome for visibility and auditing.
This approach reduces manual follow-ups and helps teams enforce access policies consistently.
FAQs & knowledge-based questions
Example requests:
“What’s the office WiFi password?”
“What is our PTO policy?”
“How do I expense travel?”
A large percentage of internal requests are simple questions with known answers. Console handles these requests by pulling information directly from the organization’s knowledge base and responding immediately in Slack or Teams.
Because answers are sourced from curated knowledge articles, employees get accurate, up-to-date information without creating a ticket or waiting for a response. IT teams maintain control over the content, while employees get instant resolution.
This makes Console particularly effective at reducing repetitive questions that would otherwise consume support time.
Structured IT tasks via Playbooks
Example requests:
“Create a Google alias”
“Set up a Slack channel”
“Provision a new employee”
Many IT requests follow a defined set of steps. Console uses Playbooks to model these workflows from intake through execution.
Playbooks guide employees through structured questions to gather required information, apply conditional logic based on the request, and trigger approvals when needed. Once all requirements are met, Console executes the workflow through Actions – API-based operations that interact directly with external systems.
Actions allow Playbooks to create, update, or manage resources in any platform with an accessible API and valid credentials. This means Console is not limited to a fixed set of prebuilt integrations; Playbooks can execute real actions across the tools a team already uses.
If a request falls outside expected parameters, it can be routed to a human operator for review. This allows teams to automate routine work while retaining control over exceptions.
Requests that require approval
Example requests:
Elevated application permissions
Security-sensitive access
Finance-owned tooling
Not all requests should be resolved automatically. Console is built to handle requests that require explicit approval without introducing unnecessary friction.
Approval rules determine when review is required and who must provide it. Approvals happen in the same context as the request, so approvers have the information they need to make a decision. Once approval is granted, the request continues automatically.
This keeps approval workflows structured and auditable while minimizing back-and-forth.
Employee access changes & lifecycle requests
Example requests:
“Add a new employee”
“Deactivate a departing contractor”
“Update someone’s role”
Employee lifecycle events often involve multiple access changes across systems. Console handles these requests by tying users, groups, and applications together in a single workflow.
When a lifecycle request is submitted, Console can coordinate access changes, route approvals when required, and ensure actions are completed in the correct order. This helps reduce missed steps and ensures access changes are handled consistently.
Device-linked requests
Example requests:
“My laptop was lost"
“Which device is tied to this request?”
Console supports device-linked requests by associating requests with specific devices. This provides additional context for IT teams when reviewing or acting on a request.
Device information helps ensure the correct asset is identified and reduces unnecessary follow-up with employees. These requests often involve human review, with Console providing structure and visibility rather than full automation.
Where Console fits best
Console is most effective when handling high-volume, repeatable internal requests that involve clear policies, approvals, and structured execution. It works especially well as the first point of contact, resolving straightforward requests automatically and escalating edge cases to humans when needed.
By focusing on these common request patterns, IT teams can reduce manual workload, improve response times, and spend more time on higher-impact work.