AI TOOL PROFILE
ConSol CM: Workflow Management and Ticketing Software
- Operations
- Help Desk
- 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.
At a glance
- Best for
- IT support teams, Customer service departments, Public administration organizations, Healthcare and welfare organizations
- 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
- Visit consol cm ai assist official website
How AI is used
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
CM/Ticketing
A module to convert inquiries from multiple channels into tickets.
CM/Helpdesk
An ITIL-based system supporting incident, problem, change, and asset management.
CM/Complaint
A module for processing returns and complaints with 8D report generation.
AI Assist
Provides email summarization, automated FAQ generation, and reply suggestions using external or internal LLMs.
Privacy Purger
Anonymizes or removes personal data before sending information to AI models.
Role-Based Access Control
Allows administrators to assign permissions and roles through a Web Admin Suite.
Use Cases
IT Service Management
Managing hardware and software assets and resolving IT incidents using ITIL standards.
Customer Complaint Processing
Handling product returns and complaints with standardized documentation and 8D reporting.
Internal Service Desk
Organizing internal staff requests for procurement, applications, and approvals.
AI-Powered Request Analysis
Using AI to categorize incoming tickets, detect sentiment, and summarize emails.
Integrations
- Excel import
- Excel export
- CSV import
- CSV export
- REST API
- Webhooks
- baramundi Management Suite
FAQ
What is the difference between the Named and Concurrent user models?
- 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.
Where is ConSol CM hosted?
- The cloud version is hosted on AWS servers in Frankfurt, Germany.
Does ConSol CM offer a free trial?
- Yes, a 14-day free trial is available.
Can ConSol CM be installed on company servers?
- Yes, the software is available as both a cloud-based solution and an on-premise deployment.
Source category: Operations
Source subcategory: Help Desk
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