Overview

Console automatically resolves IT requests by orchestrating actions across your identity, SaaS, devices, and HR systems. When a user submits a request, Console’s AI processes the request, gathers the necessary context from connected systems, evaluates policies, and completes the required actions end to end.

Learn about how Console processes and fulfills IT requests from start to finish.

Intake and Intent Recognition

Users submit natural language requests through a unified Slack or Teams channel (/help).

Once submitted, Console:

• Interprets the user’s intent in order to identify the type of request (e.g., access, device, account, troubleshooting)

• Identifies and extracts the relevant entities such as applications, user accounts, devices, or groups

• Determines who is making the request by referencing identity data (role, manager, department, group membership, permissions)

Classification and Routing

After identifying intent, Console classifies the request type and determines the correct path:

• Handle fully automatically

• Gather additional information

• Seek approval or review

• Route to IT or another team

Classification ensures predictable, policy-aligned handling and allows automated workflows to run reliably at scale.

Contextual Data Retrieval

To make accurate decisions, Console automatically retrieves real-time data from the systems you’ve connected, including:

• Identity Providers (users, groups, roles, org. structure)

• SaaS Applications (access levels, ownership, provisioning mechanisms)

• Device Management (assigned devices, compliance state, OS version, configuration status)

• HRIS (employment status, department, location)

• Knowledge Sources (internal docs, policies, workflows)

Policy Evaluation and Approvals

Console evaluates the request against predefined access policies and approval requirements. When a policy allows automatic approval, Console proceeds without manual intervention. If approval is required, the workspace routes the request to the appropriate manager or system owner.

Automated Execution

Console uses workflows, integrations, and playbooks to perform the necessary system actions. These may include:

• Assigning or removing access to applications

• Adding users to identity‑provider groups

• Running device commands or configuration updates

• Creating or modifying records in HR or IT systems

Validation and System Checks

After each action, Console validates the outcome — for example, confirming group membership updates or verifying device compliance. Failed steps surface clearly in the workspace so operators can take corrective action when needed.

Resolution and Closure

If all required steps succeed, Console notifies the requester and closes the ticket. All actions, approvals, and validations remain logged in the Activity Stream for audit and reporting.