Console has been incredibly effective as a Slack-first IT helpdesk.The biggest win for us is the ability to add custom API connections, which lets us extend the bot far beyond out-of-the-box workflows. On top of that, the Console team is genuinely excellent to work with. Their support is responsive, thoughtful, and feels more like a partner than a vendor. They ship improvements frequently, and it’s clear they actually listen. We’ve made product recommendations and seen them turn into real features surprisingly fast, which is rare in this space. Review collected by and hosted on G2.com.

The main limitation today is that the bot doesn’t really learn over time from prior interactions or Slack history. Everything needs to be manually tuned and maintained. Other AI helpdesk tools are offer more active or adaptive learning. While responses are usually strong, the bot can occasionally get confused in more complex environments with overlapping tools, permissions, or edge-case workflows, which requires human cleanup. It’s very powerful, but it still demands careful configuration to stay sharp. Review collected by and hosted on G2.com.

Console is next Gen! From seamless setup to amazing support. Console has changed the way we see IT and how we work! Review collected by and hosted on G2.com.

Nothing! Console has been amazing thus far and will only continue to get better. Review collected by and hosted on G2.com.

I love the product and our FDE. I especially like their AI Native ITSM—it’s helped us identify gaps we can automate and improve our overall workflow. Review collected by and hosted on G2.com.

Nothing to complain about—I love the product. Whenever I’ve had concerns, I’ve brought them up, and they immediately fix it. Review collected by and hosted on G2.com.

Almost immediate return on investment. The rollout was fast and since it's natural language, getting Playbooks up and running is fast. There is still some effort at prompt engineering to make them perfect, but a powerful v1 solution is quick to set up. Review collected by and hosted on G2.com.

Not all interactions end up in our ITSM tool, so we have to reconcile two sources of metrics to track trends and KPIs. Review collected by and hosted on G2.com.

Clever in recognizing wording and phrases and adjustments in them. Lean and easy to implement playbooks to automate your workflow even more, leaving you with more time. Review collected by and hosted on G2.com.

While the templates are already covering 95% of the use cases, it never harms to have a greater library of templates. 10/10. Review collected by and hosted on G2.com.

The agentic capabilities of provisioning access request without human intervention Review collected by and hosted on G2.com.

not being able to bulk edit policies across multiple apps Review collected by and hosted on G2.com.

They don't require you to replace your existing tech stack in order to derive value from the product. Instead, they work with your existing tech stack allowing you to see results almost immediately. Review collected by and hosted on G2.com.

Their entire team is in the Pacific time zone and I'm in the Eastern time zone. Review collected by and hosted on G2.com.

Console drives a high deflection rate for general requests almost immediately. It makes application provisioning straightforward, is easy to set up and use, and integrates well with our knowledge base. Overall, it simplifies access management without adding operational overhead. Review collected by and hosted on G2.com.

Occasionally, users submit the wrong access policy request type. It’s unclear whether this is a Console limitation or a user training issue, but it can introduce minor friction in the request flow. Review collected by and hosted on G2.com.

Very easy to implement with incredible deflection percentages. Review collected by and hosted on G2.com.

The new, more robust analytics features were my biggest complaint, but the recent update is great! Review collected by and hosted on G2.com.

Being able to automate certain tickets/tasks from an IT perspective. Review collected by and hosted on G2.com.

Still a work in progress -- not a negative, just growing. Review collected by and hosted on G2.com.