ConSol CM: Workflow Management and Ticketing Software
ConSol CM helps IT support and customer service teams manage inquiries through a centralized ticketing system. It is designed for organizations requiring GDPR-compliant data storage in Germany and supports AI-assisted request analysis.
At a glance
- Category
- Operations
- Best for
- IT support teams, Customer service departments, Public administration organizations, Healthcare and welfare organizations
- Pricing
- Cloud pricing starts at €59/month per named user or €89/month per concurrent user, both requiring a €149 monthly base fee. On-premise one-time purchase options are also available.
- Key use cases
- IT Service Management, Customer Complaint Processing, Internal Service Desk, AI-Powered Request Analysis
- Integrations
- Excel import, Excel export, CSV import, CSV export, REST API
- Official website
- cm.consol.com/
ConSol CM is a workflow management tool designed to centralize inquiries from multiple channels into a system of tickets. It offers specialized modules, including a standard ticketing tool, an ITIL-based helpdesk for incident and asset management, and a complaint management system that supports 8D report generation.
The software is designed for teams in customer service, IT support, and public administration. It handles internal requests and ITIL processes, providing an audit-proof case history for all procedures.
The AI Assist module connects to LLMs such as ChatGPT or Microsoft Azure GPT to help with email summarization and reply suggestions. To support GDPR compliance, the tool includes a Privacy Purger to anonymize personal data before it is sent to the AI model.
Buyers should confirm their licensing needs, as the tool offers named user and concurrent user models. They may also want to determine if standard modules fit their requirements or if custom workflow development is needed.
Key Features
A module to convert inquiries from multiple channels into tickets.
An ITIL-based system supporting incident, problem, change, and asset management.
A module for processing returns and complaints with 8D report generation.
Provides email summarization, automated FAQ generation, and reply suggestions using external or internal LLMs.
Anonymizes or removes personal data before sending information to AI models.
Allows administrators to assign permissions and roles through a Web Admin Suite.
Use Cases
Managing hardware and software assets and resolving IT incidents using ITIL standards.
Handling product returns and complaints with standardized documentation and 8D reporting.
Organizing internal staff requests for procurement, applications, and approvals.
Using AI to categorize incoming tickets, detect sentiment, and summarize emails.
Best For
Integrations
Pricing
Cloud pricing starts at €59/month per named user or €89/month per concurrent user, both requiring a €149 monthly base fee. On-premise one-time purchase options are also available.
FAQ
The Named User model provides a dedicated license for each user. The Concurrent User model counts users logged in at the same time, which may be more cost-effective for teams working in shifts.
The cloud version is hosted on AWS servers in Frankfurt, Germany.
Yes, a 14-day free trial is available.
Yes, the software is available as both a cloud-based solution and an on-premise deployment.
Source category: Operations
Source subcategory: Help Desk
