Overview

Console evaluates every incoming request to determine whether it can be resolved automatically or requires human review. By combining natural-language understanding, contextual data, policy evaluation, and workflow validation, Console decides whether to provide an automated answer, run a workflow, or escalate the request to IT.

This article explains how Console makes those decisions — and how auto-resolution rates are measured, tracked, and improved over time.

1. Understand the user’s request

   When a user submits a request in Slack, Console interprets:

   • The intent of the message

   • The entities involved (apps, devices, users, access levels)

   • The category of the request (access, troubleshooting, HR question, policy explanation)

   • The requester’s identity, permissions, and organizational context

   If Console decides that the request is informational and fully answerable using existing documentation, policies, or known patterns, it may auto-respond immediately. 
   
   

2. Contextual data retrieval

   To determine whether a request can be automated, Console retrieves real-time context from your connect systems, such as:

   • User’s current access and group memberships 

   • Device assignments and compliance state

   • Relevant app configurations 

   • HR attributes (department, role, manager)

   • Internal documentation and policies 

   This context allows Console to understand whether the requested action is safe, allowed, and technically feasible.
   
   

3. Policy evaluation and workflow eligibility

   Console checks whether the request meets the conditions required for automation. For example:

   • Is the requester eligible for the access they are asking for?

   • Does policy allow automatic approval?

   • Is additional information required before proceeding?

   • Are all prerequisites satisfied (device compliance, training, etc.)?

   • Is there a Playbook or integration action configured to fulfill the request?

   If all conditions are satisfied, Console can move forward with an automated path. 
   
   

4. Determining the automation path

   Console chooses between two primary automation functions:

   • Automated Answer:

     • Console responds directly when the request is informational (e.g., “What is our PTO policy?” or “How do I replace my laptop?”)

   • Automated Action:

     • If the request can be completed using a preconfigured workflow, Console executes steps such as provisioning access, running device commands, creating and modifying records, and collecting information

   If the request can not be fully automated safely, Console escalates instead of attempting an action.
   
   

5. When Console escalates

   Console escalates a request when:

   • Policies require human approval

   • A workflow cannot proceed due to missing or ambiguous information 

   • The action involves sensitive systems not configured to automation 

   • Validation fails (e.g., a group update does not complete)

   • No matching workflow or Playbook exists 

   • The request is out of scope for automation (complex troubleshooting, edge cases, custom fixes)

   When escalating, Console delivers the full context to IT – minimizing back and forth and giving operators everything they need to resolve the issue quickly.
   
   

6. Measuring auto-resolution rates

   Console’s Insights provides visibility into:

   • Percentage of requests auto-resolved 

   • Which types of requests are most automatable

   • Where workflows fail or require escalation

   • Opportunities to improve or standardize policies 

   • Trends over time (e.g., auto-resolution increases as more workflows are added)

   These metrics help teams identify new moments to automate and measure the impact of existing workflows.
   
   

7. Improving auto-resolution over time

   Organizations typically see auto-resolution improve as they:

   • Connect more identity, device, and SaaS systems 

   • Add or refine Playbooks

   • Expand Access Policies 

   • Improve documentation quality 

   • Clarify approval rules 

   • Standardize processes

   Console becomes more capable the more knowledge, policies, and workflows it has access to. Snippets provide Console with the context to answer frequently asked questions and ensure standardization of responses across your employee base. Console learns from your tickets and updates your knowledge base in real-time.

   Console enables users to create Snippets, which serve as reference documents that Console can use to instantly answer commonly asked questions and provide standardized responses to employees. Console also reads your tickets and uses patterns in them to suggest additions to your knowledge base based on human feedback. This creates a constant feedback loop between human interactions and Console. 

Read more about auto resolution here.