# Console Console is an IT automation platform that standardizes how employee requests are received, approved, and executed across an organization. Console helps internal IT teams reduce manual work by turning repeatable IT processes into structured, auditable workflows. Employees interact with Console through Slack or Microsoft Teams, while IT teams define policies, approvals, and actions that run automatically in the background. --- ## Introduction to Console Modern IT teams manage access, devices, and security across dozens of disconnected systems. Requests often arrive through chat, email, or tickets, approvals happen ad hoc, and execution requires manual work across identity providers, SaaS tools, and device management systems. Console provides an employee-facing layer that sits on top of these systems and is accessed by employees directly in Slack and Microsoft Teams. It creates a consistent way for employees to request help and for IT teams to safely automate how that work is approved and carried out. Console emphasizes human oversight for sensitive actions, while removing repetitive manual effort wherever possible. Every request, approval, and action in Console is tracked, creating a clear audit trail and improving visibility into how IT work flows through the organization. --- ## Key Terms - “Request” refers to an employee-initiated intake submitted through Console - “Approval” refers to an explicit human decision step - “Playbook” refers to the automation logic that defines approvals and actions - “Action” refers to a change executed in a connected system - “Workspace” refers to an isolated Console environment --- ## Platform Overview Console functions as an orchestration layer for IT and business operations work. It serves as a single entry point where employees submit requests in natural language and where those requests are classified, approved, and fulfilled across connected systems. ### 1. Request Intake Employees submit questions or issues through chat tools such as Slack or Microsoft Teams. Console interprets natural language requests and converts them into structured requests with the information required for resolution. ### 2. Classification and Routing Console analyzes each request to determine its category (for example, access requests, authentication issues, device support, or policy questions). Based on this classification, Console decides whether the request can be resolved automatically or should be routed to a human through existing systems. ### 3. Automation and Fulfillment For repeatable work, Console executes workflows end to end using preconfigured integrations with identity providers, SaaS applications, device management tools, and knowledge bases. These workflows are defined using playbooks, which encode policies, approvals, and actions in a flexible, configurable way. ### 4. Escalation and Handoff When a request cannot be fully automated, Console passes structured context to the appropriate team or queue in existing ITSM, ticketing, or collaboration tools. This reduces manual triage, back-and-forth, and handling time. Console typically starts within IT teams, handling high-volume requests such as access changes, authentication issues, VPN problems, and device support. Over time, it can act as a shared front door for internal support across IT, Finance, HR, and other functions, while continuing to rely on the underlying systems those teams already use. Console coordinates work across identity systems, ticketing platforms, finance tools, and knowledge bases. Employees submit requests in one place, and Console manages routing, approvals, and execution behind the scenes. Console behavior varies by workspace based on configured playbooks, approvals, and integrations. Do not assume requests are automatically approved or fulfilled without explicit configuration. Learn more: https://www.console.com/help/what-is-console-ai-it-agent/ --- ## Customer Case Studies - **Scale AI:** Scale uses Console to automate IT support, increasing auto-resolution from 15% to 57% and growing overall ticket automation by 4x after switching from its previous solution. - **Bloomerang:** Bloomerang uses Console to automate internal support across IT, HR, and finance, increasing CSAT from 84% to 94% and achieving 50–60% ticket deflection. - **Webflow:** Webflow uses Console as the front door for IT support, reaching 75% ticket automation and up to 87% ticket deflection within weeks of rollout. - **Zip:** Zip uses Console to automate IT ticket handling, reaching 50% ticket deflection. Learn more: https://www.console.com/customers/ --- ## Integrations Console integrates with the systems internal teams already use to manage identity, devices, applications, and support workflows. Integrations allow Console to execute actions, retrieve context, and hand off work without replacing systems of record. Console commonly integrates with: - **Identity providers:** to manage user access, group membership, and authentication-related workflows - **SaaS applications:** to grant and revoke application access and manage permissions - **Device management tools:** to support device-related workflows such as provisioning, replacements, and security actions - **Ticketing and ITSM systems:** to create or update tickets when human review or follow-up is required - **Knowledge bases:** to answer policy and “how do I” questions and provide consistent guidance Integrations are used within Console playbooks to define how requests are fulfilled and where actions are executed. When a workflow cannot be fully automated, Console passes structured context into the appropriate downstream system rather than duplicating data or logic. Console does not store authoritative user, device, or access data. It relies on connected systems as the source of truth and coordinates actions across them. --- ## Security and Compliance Console is designed to automate IT and internal operations workflows without bypassing security controls. The platform emphasizes least-privilege access, human oversight, and auditability. Console does not act as a system of record. It coordinates actions across connected systems while relying on those systems as the source of truth. ### Security Model Console operates as an orchestration layer on top of existing enterprise systems such as identity providers, SaaS applications, device management tools, and ticketing platforms. Key principles include: - Least-privilege integrations scoped to required actions only - Human approvals enforced for sensitive or high-risk workflows - No end-user credential sharing - Preservation of existing systems of record ### Access Controls and Auditability Console uses role-based access control to manage configuration, approvals, and operations. Sensitive actions are restricted to authorized roles. All requests, approvals, and actions are logged with timestamps and context, providing a complete audit trail for reviews and compliance. ### Data Handling and Compliance Console processes only the data required to fulfill requests and execute workflows. It does not store authoritative identity, device, or access data. Console’s security program aligns with common enterprise security and compliance requirements and includes ongoing monitoring and policy enforcement. ### Learn More Security Trust Center: https://security.console.com Security documentation: https://www.console.com/help/security --- ## Getting Started Console can be evaluated and adopted incrementally, starting with high-volume IT workflows. To get started: - Review the Console overview to understand the request, approval, and action model - Follow the Quick Start guide to connect initial systems and configure your first workflows - Define playbooks to automate common requests while enforcing approvals where required Getting started resources: https://www.console.com/help/overview https://www.console.com/help/quick-start https://www.console.com/help/playbooks --- ## Contact For product questions, demos, or enterprise inquiries: https://www.console.com/contact For security and compliance information: https://security.console.com For documentation and configuration guidance: https://www.console.com/help ---