Ticketing & ITSM

Console ITSM

Work Console requests end-to-end - read, reply, resolve, and escalate through the Console Developer API from one conversation.

Dex connects to Console (console.com), the AI-native ITSM platform, through the Console Developer API. Dex picks up Console requests and works them end-to-end - posting customer-visible replies and agent-only internal notes, updating status and priority against the workspace's own status set, and reviewing the full request timeline. It can also look up users org-wide, inspect playbooks and activity events, and trigger a named Proactive Playbook when an admin asks. Available as an MSP global app: one Console org API key is shared, and each Dex org is confined to its own Console workspace.

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What Dex does with Console ITSM

Dex handles both admin workflows and employee self-service — all policy-guardrailed and audit-logged.

For admins (CoAdmin)

List, read, and work Console requests end-to-end - reply, update status, and resolve without leaving Dex
Post customer-visible replies and agent-only internal notes on a request timeline
Update request status and priority using the workspace's own configured status set
Review the full request timeline - messages, actions, status changes, approvals, and escalations
Look up users org-wide and create requests on their behalf
Inspect playbooks, configured actions, and activity events, and trigger a named Proactive Playbook on request
Deploy as an MSP global app - one Console org API key, scoped per Dex org by workspace

For employees (self-service)

Open a Console request for anything Dex can't resolve directly
Check the status of your own requests
Add a reply to one of your requests
See the details and latest updates on a request

Just ask Dex

Your team types a request in plain language. Dex investigates, plans, and executes — with the right guardrails.

Admin prompts

>List all urgent Console requests that are waiting for support
>Resolve IT-1234 - reply that the license was assigned and mark it completed
>Add an internal note to IT-1187 summarizing the troubleshooting so far
>Show me the timeline for request IT-1204
>Create a Console request on behalf of dana@acme.com - laptop battery draining fast

Employee prompts

>Open a request - my monitor isn't detected after docking
>What's the status of my VPN access request?
>Add to my request: the issue came back after a restart

Policy actions

Every action Dex can take on Console ITSM is declared, scoped, and guardrailed. Admins control which apply, who approves them, and whether they're limited to self-service.

Action	What it does	Guardrails
`console_itsm_create_request`	Create a new Console support request	self-only
`console_itsm_add_message`	Add a reply message to an existing Console request	self-only
`console_itsm_update_request_status`	Update the status of a Console request (e.g. resolve or close)	self-only
`console_itsm_list_requests`	List the user's Console requests	self-only
`console_itsm_get_request`	Get details of a Console request	self-only

How to configure Console ITSM

Onboarding takes minutes. Dex validates your credentials before saving them.

Setup steps

1
In Console, create a Developer API key with the permissions Dex needs - VIEW_REQUESTS and WRITE_REQUESTS at minimum, plus VIEW_PLAYBOOKS / TRIGGER_PLAYBOOKS and VIEW_ACTIONS if you want playbook workflows.
2
Copy the API key (format cnsl_xxxxxxxx_...) - Console shows it once at creation.
3
For MSPs: a single org-scoped Console API key can see multiple workspaces. Note the workspace id each Dex org should be confined to.
4
In Dex, enable the Console ITSM integration and paste the API key (and workspace id if scoping).
5
Dex validates the key with a live call before saving, then you configure policy actions and approval requirements.

Vendor documentation ↗

Credentials required

api_key: Console Developer API key (Bearer token, format cnsl_...) with the granted permissions Dex needs
workspace_id: Optional Console workspace id - when set, every call is force-scoped to that workspace (per-customer MSP isolation)

Requirements

•A Console workspace with the Developer API available
•An API key granted VIEW_REQUESTS and WRITE_REQUESTS (playbook permissions optional)
•For MSPs, one org API key can be deployed as a global app and scoped per Dex org by workspace

Related integrations

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