Overview
Console doesn’t rely on tickets or email; teams can route questions through Console and receive responses directly from approved internal documentation.
How employee questions are handled in Console
Employees asks questions directly in Slack or Teams using /help
Console captures these questions as Requests
Console will attempt to automatically resolve every request by routing Requests through your knowledge base, Playbooks, and Access Policies using AI
Questions can be answered automatically using your business’ Knowledge Base or routed to a human when needed
All interactions are tracked in a shared inbox for visibility and follow-up
This allows IT teams to handle repetitive questions consistently while maintaining control over the quality of responses.
Using the Knowledge Base to answer questions
Console’s Knowledge Base is a powerful tool that allows teams to:
Upload internal documentation and reference content
Organize knowledge so it can be used to respond to employee questions
Ensure answers are grounded in approved, internal sources
When an employee asks a question, Console uses your Knowledge Base to provide the answer or assist an operator in responding accurately.
Additional resources Console uses during resolution
In addition to the Knowledge Base, Console uses several other resources to fully resolve employee requests.
These resources include:
Playbooks to define how requests should be handled, including required inputs, approvals, and automated actions
Access Policies to determine whether access can be granted, whether approval is required, and what actions are allowed
Configured integrations to execute changes in downstream systems such as identity providers, device management tools, or ITSM platforms
Request context and history to maintain continuity across interactions and avoid repetitive back-and-forth
By combining these resources, Console can answer questions, route requests for approval, or complete actions end to end, rather than stopping at guidance alone.
Routing and escalation
Not every employee question can or should be answered automatically. When additional context or human involvement is required, Console routes the request to the appropriate IT operator or team. Questions remain within a single request thread, allowing operators to see prior context and respond without requiring employees to restate the issue.
This approach helps ensure more complex or sensitive questions are handled correctly, while still maintaining a consistent experience for the employee.
Inbox and request management
Employees continue to ask questions and submit requests directly in their company’s messaging app (Slack or Teams). Those requests are then captured and centralized in Console’s Inbox, which is designed specifically for IT teams.
The Inbox provides IT teams with a single repository to manage incoming work. From there, IT can view open and resolved requests, respond directly, or assign items to teammates.
This separation keeps the employee experience simple, meanwhile creating a clear system of record for IT teams that replaces fragmented communication across Slack messages, emails, and spreadsheets.