About Consol CM/Helpdesk
Consol CM/Helpdesk is a service software from Consol that provides IT solutions throughout the software lifecycle. It offers custom IT-solutions, IT consulting & design, build & operate, and innovate & enable so organizations can effectively manage their IT needs. The platform supports a full range of services, ensuring that clients receive comprehensive assistance from initial consulting to ongoing support. Consol’s expertise allows teams to collaborate efficiently on tailored software projects, promoting sustainable IT practices. Key capabilities: custom IT solutions IT consulting & design build & operate innovate & enable Best for: organizations that need comprehensive IT management and support services.
ConSol CM is a mature workflow and service management platform developed by ConSol Software GmbH, blending ticketing, IT helpdesk, complaint handling, and workflow automation in a single flexible system. It’s designed to help teams standardize and automate processes like incident resolution, change management, and asset tracking while offering transparency through dashboards and SLA controls. The platform supports both cloud deployment (with GDPR-compliant hosting in Germany) and on-premise installations, making it versatile for various organizational needs. A standout aspect of ConSol CM is its low-code workflow editor, which allows businesses to tailor workflows without heavy coding, alongside AI-assisted features that summarize emails and suggest replies to improve service efficiency. Self-service portals and integrated BI reporting further enhance operational insights and user satisfaction. However, ConSol CM doesn’t prominently highlight an in-product marketplace or a dedicated mobile application, and some advanced customizations may require platform expertise. Pricing is modular with named and concurrent user models, suitable for mid-sized to large organizations but potentially complex for very small teams.
Pros & Cons
- +Supports incident, problem, change management efficiently improving overall IT workflow operations.
- +Provides AI-assisted responses to tickets for faster and more accurate resolution of user issues.
- +Low-code workflow engine allows teams to adapt processes without advanced programming skills.
- +Integrated BI dashboards help teams monitor metrics and quickly identify process bottlenecks.
- +Self-service portal reduces employee dependency on IT, improving response and satisfaction rates.
- −Advanced workflow customization may require technical expertise to implement correctly.
- −System setup may take time to align with specific business processes fully.
- −Scaling for very large enterprises may require additional consulting and configuration.
- −AI assistance may require data training and setup for optimal performance.
Features
Key features
- ITIL-Compliant Incident Management
- Supports structured handling of incidents, problems, changes, and service requests.
- Automated Ticketing System
- Generates tickets automatically from emails, forms, and service requests for efficiency.
- Self-Service Portal
- Allows users to submit requests, track progress, and access knowledge base independently.
- Workflow Automation
- Enables low-code configuration of processes to streamline routine IT and support tasks.
- Business Intelligence Dashboards
- Provides clear reporting and visualization of tickets, assets, and performance metrics.
- AI Assistance
- Offers AI-based support for summarizing requests, suggesting ticket responses, and improving resolution speed.
- Asset and CMDB Management
- Tracks hardware, software, and IT infrastructure with integrated database management.
Additional features
- Ticket Routing and Escalation
- Automatically directs tickets to the right team or expert group based on rules.
- SLA Monitoring and Compliance
- Calculates and monitors service level agreements for timely resolution.
- Knowledge Base Management
- Central repository for documentation and recurring issue solutions for employees.
- Customizable Workflows
- Adjusts standard processes to fit organizational needs using a low-code interface.
- API and Open Interface Support
- Connects to other systems and third-party tools seamlessly via APIs.
- Email Integration
- Handles incoming and outgoing emails directly within the ticketing system.
- Change and Project Management
- Manages IT changes, service requests, and small or complex projects.
- Collaboration Tools
- Allows teams to allocate tasks, set deadlines, and monitor progress transparently.
- Reporting and Analytics
- Generates self-service dashboards and reports for operational insights.
- GDPR-Compliant Data Handling
- Ensures all data processing meets European privacy regulations.
Pricing
Countries & Languages
Available in
Interface languages
Billing currencies
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About Consol CM/Helpdesk
Consol CM/Helpdesk is a service software from Consol that provides IT solutions throughout the software lifecycle. It offers custom IT-solutions, IT consulting & design, build & operate, and innovate & enable so organizations can effectively manage their IT needs. The platform supports a full range of services, ensuring that clients receive comprehensive assistance from initial consulting to ongoing support. Consol’s expertise allows teams to collaborate efficiently on tailored software projects, promoting sustainable IT practices. Key capabilities: custom IT solutions IT consulting & design build & operate innovate & enable Best for: organizations that need comprehensive IT management and support services.
Consol CM/Helpdesk Details
Consol CM/Helpdesk's In-App Market Place
Does Consol CM/Helpdesk have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Accepted Payment Currencies
EUR (€)
Pros & Cons
- Supports incident, problem, change management efficiently improving overall IT workflow operations.
- Provides AI-assisted responses to tickets for faster and more accurate resolution of user issues.
- Low-code workflow engine allows teams to adapt processes without advanced programming skills.
- Integrated BI dashboards help teams monitor metrics and quickly identify process bottlenecks.
- Self-service portal reduces employee dependency on IT, improving response and satisfaction rates.
- Advanced workflow customization may require technical expertise to implement correctly.
- System setup may take time to align with specific business processes fully.
- Scaling for very large enterprises may require additional consulting and configuration.
- AI assistance may require data training and setup for optimal performance.
Consol CM/Helpdesk's Support Options
Email Address
support@consol.comContact
1-800-123-4567Documentation
https://docs.consol.comCommunity Forums
https://community.consol.comConsol CM/Helpdesk's Alternatives
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