What Is Console?
Console is an AI-powered ITSM and automation platform that helps companies like Ramp, Scale, and Webflow automate 50%+ of internal support requests before they ever reach a human. It connects to tools like your Identity Access Management Platform identity provider, ticketing system, HRIS, and legal technology stack so it can complete repeatable work automatically and escalate edge cases to humans.
Console is built around five core pillars that work together to handle intake, interpretation, resolution, and ongoing tracking of support tickets:
Request intake: Console functions as the “single front door” for support directly inside Slack/Teams: it understands requests in plain language, pulls the right context (role, manager, device, location), and either resolves requests instantly or escalates with full context.
Knowledge Base: In Console, knowledge bases are used to inform how requests are handled. Console references knowledge base content to understand company specific policies, procedures, and constraints, using that information to guide how requests are resolved. This ensures Console’s actions are consistent with how the organization actually operates.
Access Policies: For access-related requests, Console evaluates them against defined access policies. These policies determine who can request access, what approvals are required, and whether access can be granted automatically. This ensures access decisions are consistent, auditable, and aligned with company rules before any action is taken.
Playbooks: Console executes work using natural language playbooks that define how different request types should be handled. Playbooks guide end-to-end fulfillment for common IT tasks such as password resets, group membership changes, application provisioning, or policy responses. Console’s playbooks are designed to be adaptable, allowing them to handle real-world variability and edge cases while still enforcing required steps and controls.
ITSM: Console includes a native ITSM layer that handles requests, actions, approvals, and outcomes. All work handled by Console is tracked within Console for visibility, auditability, and reporting. When needed, Console can also sync or hand off work to external ticketing or ITSM tools, while maintaining Console as the orchestration and execution layer.
This model is designed to improve key outcomes like ticket-resolution rates, implementation time, and support efficiency while working alongside the tools you already rely on.
How Console fits into your IT and business ecosystem
Console typically starts in your IT department, handling high-volume, common requests like access changes, SSO issues, VPN problems, and device support. It serves as the first line of response, automatically resolving routine tasks and routing more complex issues to the right person in your organization.
Console serves as the single front door for an organization, synchronizing all core systems and enabling natural language querying across IT, Finance, HR, and other key software solutions.
Employees keep using a single entry point to ask questions, but behind the scenes Console routes and fulfills work across multiple departments and systems.
Read about how Console is becoming the front door for all internal support at Webflow.
Because Console connects to identity, ITSM, finance tools, knowledge bases, and more, it can:
Answer policy and “how do I…” questions from IT, Finance, HR, and other teams using a shared knowledge layer. Console can then take action on these requests (e.g., adding users to Slack channels, modifying Google and Okta groups, processing laptop refresh requests).
Trigger approvals and actions across different departments using one consistent workflow engine.
Open structured tickets with full context in your existing systems when human review is required.
The result is that employees do not need to know which team owns which process or which tool to log into. They ask once, in one place, and Console coordinates the rest across IT and the broader business.