Console Auto-Resolution Rates
Console’s auto-resolution rate is the percentage of support requests that Console fully resolves without a human touching the request. In steady state, many teams see Console handling more than 50% of all internal support requests once core systems and high-volume workflows are wired in.
Real-world benchmarks from Console’s customers
Webflow: Within the first few weeks of using Console, Webflow reached an 87% auto-resolution rate, the highest in Webflow’s history.
Scale AI: Scale AI increased its auto-resolution rate from 15% to 57% after switching to Console, with the team going live within roughly 30 days.
Bloomerang: Console helped Bloomerang reach 50 to 60% ticket deflection across IT, HR, and Finance, while CSAT jumped from 84 percent to 94%, even as overall request volume increased.
Ramp, Calendly, Zip and others: Console is already helping leading companies like Ramp, Calendly, Zip, and more, automate 50% or more of support requests before they reach a human.
How this data is valuable
Auto-resolution data is not just a scoreboard. It is an input into where you should invest next in playbooks and integrations. Because Console tracks which requests were auto-resolved and which required human work, here’s how our customers leverage this data in the long-run:
Identify high-volume human-only requests
Example: A significant percentage of requests in a month are “How do I reset my password on X?” This typically involves IT manually verifying identity, checking recent activity, and resetting the factor in the identity provider.
Opportunity: Create a password reset Playbook that confirms user identity, checks login patterns, and performs the necessary reset action in your identity provider, all without human intervention.
Spot gaps caused by missing integrations
Example: Many HR questions (“What is my PTO balance?”, “What is our parental leave policy?”) are routed to HR even though the answers live in your HRIS and handbook.
Opportunity: Connect your HRIS, then build playbooks that securely look up personal entitlements and answer policy questions. HR is left with only edge cases rather than every routine inquiry.
Compare automation by department and request type
Example: IT auto-resolves 60% of its volume, but Finance only auto-resolves 10%.
Opportunity: Partner with Finance to define a small set of standard playbooks for expense policy Q&A, vendor onboarding steps, and common invoice questions so Console can handle routine work and queue up only exceptions. Additionally, Console recognizes patterns in tickets and automatically recommends additions to your knowledge base, creating a tight feedback loop between the most common IT requests and opportunities for automation.
Design hybrid workflows where humans approve but do not execute every step
Example: You have workflows that will always require human sign off, such as granting access to highly sensitive systems or changing payroll data.
Opportunity: Use auto-resolution data to design hybrid playbooks where Console gathers context, validates fields, updates draft records, and then routes a simple “Approve or Decline” step to a human. This keeps control where it belongs while stripping out low value manual work.
Teams that review Console’s auto-resolution data regularly and choose two or three high-volume, low-risk candidates for automation each month tend to see continuous gains. Over time, more of the repetitive work shifts from humans to Console, while your IT professionals can focus on complex issues and projects that move the business forward.