Console vs. Traditional Ticketing Systems

Traditional ticketing platforms like ServiceNow and Jira Service Management focus on being systems of record for tickets and workflows. Console does that while also providing AI-powered ticket resolution, only routing to real humans when needed.

How traditional ticketing systems work

ServiceNow and Jira Service Management are full IT service management (ITSM) platforms. They provide ITIL-aligned modules for incidents, changes, assets, configuration, and more, and act as the central database for tickets and configuration data.

In these systems, employees typically:

• Visit a portal, fill out a form, or send an email

• Generate a ticket that lands in a queue

• Wait for an agent to triage and respond

Both ServiceNow and Jira now offer virtual agents and automation features that can deflect some requests, but those capabilities are configured inside the ITSM tool and are still anchored to the ticket as the primary unit of work.

These platforms are powerful and highly customizable, but they often require dedicated admins, multi-month implementations, and ongoing configuration to keep forms, queues, and SLAs in sync with how the business operates.

How Console is different

Console is not another ticketing system. It is an AI-powered automation platform that:

• Lives where employees already work (Slack and Teams)

• Understands users, devices, apps, and policies

• Resolves 50–80% of support requests before they reach a human, and opens tickets into existing tools only when necessary

Instead of asking employees to choose the right form or queue, Console lets them describe the problem in natural language. Console then:

1. Interprets and classifies the request

2. Runs the appropriate Playbook using your existing systems (identity provider, ITSM, finance tools)

3. Either completes the action directly or creates a structured ticket with full context when a human must step in

This “AI front line + existing system of record” model is a core design difference from traditional ITSM, and it is reflected in Console’s short time-to-value: Console can connect to your apps in about 30 minutes and go from demo to production in roughly three weeks, without forcing a help desk replatform.

Console’s AI-powered ticketing offering

For requests that can’t be fully automated, Console provides an AI-powered ticketing offering and service desk software that replaces traditional, rule-heavy ticketing systems. Instead of having users create complex assignment rules, Console:

• Interprets and classifies the request

• Enriches it with connected systems (identity, HR, app context)

• Automatically routes it to the right team for resolution

Teams can define routing behavior using natural language (e.g., “Send all hardware issues to the endpoint team”) and Console will handle the logistics behind the scenes, eliminating the need for complex automations.

Console alongside ServiceNow or Jira

Console can also be deployed alongside ServiceNow, Jira Service Management, or similar tools:

• Your ITSM remains the source of truth for tickets, assets, and configuration

• Console becomes the intake and resolution layer for support, directly through Slack, Teams, and more.

• Tickets that truly need a queue, SLA, or complex workflow are still created in ServiceNow or Jira

This pattern matches how the broader market is evolving: enterprises may find it difficult to rip-and-replace robust ITSM back-ends, but they increasingly expect conversational, AI-powered front ends that reduce ticket volume and manual triage.