Overview
Using Console, teams can streamline troubleshooting requests in a consistent, trackable way.
How troubleshooting requests are handled in Console
Employees can report laptop or account access issues directly in Slack or Microsoft Teams. Console captures these issues via Requests, ensuring the right information is collected upfront. Requests then follow predefined workflows so IT teams can respond consistently, whether the issue requires investigation, escalation, or coordination with another team.
Common troubleshooting scenarios include:
Login or account access issues
Problems accessing required tools or systems
Device-related issues that require IT involvement
Using device and user context
Console maintains records for Devices and Users, which can be utilized when troubleshooting issues. This allows IT operators to view relevant context (such as information on the affected user or device) without needing to collect details manually. Having this information available helps reduce back-and-forth and supports faster, more consistent resolution.
Routing, escalation, and external support
Not all issues can be resolved following the same steps. When additional investigation or human intervention is required, Console routes the request to the appropriate IT operator or team. Requests remain within a single thread so context is preserved as work continues.
For organizations that rely on third-party providers, Console can work with your vendor of choice, routing troubleshooting requests to an external help desk. This ensures that issues are handled without losing visibility or context.
Request tracking and visibility
All troubleshooting requests are tracked within Console, giving IT teams visibility into active and resolved issues. From Console, teams can:
Monitor outstanding and completed troubleshooting requests
Review request history and prior responses
Maintain a consistent record of how issues were resolved
This helps teams identify recurring issues and maintain standardized support practices over time.