Automate 75%+ of service requests with AI agents
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168 reviews trackedThe Bottom Line
Entry price
Paid plans only
Biggest pro
Significantly reduces manual workload by automating a high percentage of requests.
Biggest con
Requires integration with existing systems, which may involve initial setup effort.
TL;DR - Console
- Automates over 75% of IT and cross-functional service requests using AI.
- Provides intelligent ticketing, workflow automation, access governance, and asset management.
- Leverages an AI Assistant that learns from organizational context and integrates with existing systems.
Pricing: Paid only
Best for: Enterprises & pros
4.7/5 across review platforms
What is Console?
Console is an AI-native IT Service Management (ITSM) platform designed to automate over 75% of service requests, enforce access governance, and manage assets and business data efficiently. It leverages AI agents to handle Tier 2 work, understand natural language inputs, and learn from every interaction to continuously improve automation. The platform is built for various teams beyond just IT, including HR, Legal, RevOps, Security, and Finance, to manage operational work related to tickets, access, and answers. It integrates with existing systems like Okta, Google Workspace, M365, Slack, and HRIS platforms to automate tasks such as employee onboarding/offboarding, app access requests, password resets, and hardware management. Console aims to free up IT teams for more strategic projects by significantly reducing manual workload and improving resolution times.
Pros & Cons
Pros
- Significantly reduces manual workload by automating a high percentage of requests.
- Improves efficiency across multiple departments beyond just IT.
- Provides a unified view for managing access and assets.
- Learns and adapts to an organization's specific workflows over time.
- Empowers teams to focus on strategic initiatives rather than repetitive tasks.
Cons
- Requires integration with existing systems, which may involve initial setup effort.
- The effectiveness of automation relies on the quality and completeness of connected data and knowledge bases.
- May require a cultural shift within teams to fully leverage AI-driven automation.
Ratings Across the Web
4.7(168 reviews)
Ratings aggregated from independent review platforms. Learn more
Preview
Key Features
AI Assistant for Tier 2 tasks and automation buildingIntelligent Ticketing with auto-routing and enrichmentWorkflow Automation using natural language PlaybooksAccess Governance across the organizationUnified Asset Management viewEmployee Onboarding automation (account creation, app access, device assignment)Employee Offboarding automation (account suspension, access revocation, data transfer)Self-service App Access Requests with policy-based approvals
Pricing
Paid
Console offers paid plans. Visit their website for current pricing details.
Reviews
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4.7/5
Across 168 verified user reviews on SourceForge, G2
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Console FAQ
What types of tasks does the AI Assistant handle?
The AI Assistant is designed to handle various Tier 2 tasks, including building new automations, identifying missing information, surfacing insights, and delegating requests. It can also build connectors to automate tasks for any tool with an API.
How does the platform achieve high automation rates for service requests?
The platform achieves high automation rates by using context-aware AI agents for intelligent ticketing, auto-routing, and enriching requests. It also employs workflow automation through natural language Playbooks and continuously learns from every approval and resolution to improve its automation coverage over time.
Which departments can benefit from using this ITSM solution?
The ITSM solution is built for any team that manages tickets, access, and answers. This includes IT, HR, Legal, RevOps, Security, and Finance, handling operational work like onboarding, access reviews, and vendor requests across functions.
How does the system ensure secure access governance?
The system provides a centralized view to see and manage access across the organization. It supports policy-based approvals for app access requests, including manager, app owner, or AI-decided approvals, and offers time-bound access with automatic revocation.
What is the process for integrating the platform into an organization?
Integration typically involves three phases: onboarding with a dedicated engineer, connecting to existing applications, importing Playbooks, setting up custom access policies, and linking knowledge bases. Subsequent phases involve deeper integration, creating custom Playbooks, collecting insights, and further optimizing for autonomous resolution.
How does the AI service desk handle requests that require human intervention?
When a request requires human review, the AI service desk delivers it with full context, including user, device, app, and access information, to facilitate fast decision-making. It then captures these decisions to learn and automate similar requests in the future.
Can the platform integrate with existing HRIS systems for employee lifecycle management?
Yes, the platform can integrate with HRIS systems like Workday, HiBob, Rippling, and ADP to trigger automations for employee onboarding (e.g., account creation, app provisioning) and offboarding (e.g., account suspension, access revocation) based on HRIS events.
What kind of reporting and analytics are available?
The platform provides reporting to track key performance indicators such as automation rate, response time, resolution time, SLA performance, and team workload. This helps identify what is working effectively and where bottlenecks exist.
Source: console.co