Rezolve.ai vs Console (Acquired by Palo Alto Networks): What Changed in 2026 and What to Use Instead
IT teams can no longer buy Console as a standalone employee service desk, so this guide explains what the product did, how Rezolve.ai covers the same work, and what current users should do next
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Key takeaways
- Palo Alto Networks acquired Console on September 1, 2026 and said Console's technology will deepen agentic capabilities in Cortex for investigating signals, prioritizing work and taking action.
- Console's IT service desk use case is now a component of a security platform rather than a product line. Trade coverage notes that before the acquisition its technology was primarily applied to IT operations, automating repetitive work such as resolving support requests.
- Palo Alto Networks has not identified a Cortex package, an integration timetable or a general availability date for Console-derived capabilities, and cautions that unreleased features may be delayed or never delivered.
- Teams that wanted what Console did now need a different product. Rezolve.ai covers the same Tier 1 automation, extends it to HR and Finance, adds a technician workspace and voice, and includes an optional ITSM system of record. It was recognized in the 2026 Gartner Magic Quadrant for AI Applications in ITSM and ranked highest in two use cases in the companion Critical Capabilities.
Console was a Slack-first AI help desk that resolved Tier 1 IT requests on top of an existing ticketing system. Palo Alto Networks acquired it on September 1, 2026, and its technology is being folded into Cortex, the company's security operations platform. IT teams can no longer buy Console as a standalone employee service desk, so this guide explains what the product did, how Rezolve.ai covers the same work, and what current users should do next.
What happened to Console
Console built an AI help desk around Slack. Employees messaged the assistant, which drew on the company's knowledge base, application matrix and IT policies to answer questions and take action, then handed anything it could not resolve to a human agent in the existing help desk. Its agents worked across identity services, devices and applications to provision accounts, change access permissions and manage offboarding, with integrations including Okta, Microsoft 365, Slack and GitHub.
That capability is now heading into Cortex, where it joins Cortex AgentiX, the next generation of the XSOAR orchestration platform, which already carries more than 1,000 prebuilt integrations and MCP support. Coverage of the deal points out that Palo Alto Networks has not yet detailed how Console's technology will differ from or combine with those existing capabilities, and that financial terms and timelines were not disclosed.
The practical consequence for IT leaders. A product sold to IT service desks is becoming a capability inside a security operations platform bought by security teams, on a timeline the vendor has not published. If Console was on your shortlist, it is no longer an option in the form you were evaluating. If you already run it, your renewal conversation now involves a different company, a different buying center and an unannounced roadmap.
What Console did, and how Rezolve.ai covers it?
This comparison is written for reference, so teams that shortlisted Console can see which capabilities carry over.
Rezolve.ai vs Console (acquired by Palo Alto Networks)
| Job to be done | Console | Rezolve.ai |
|---|---|---|
| Answer employee questions in chat | AI agents in Slack, with Microsoft Teams support | Rezolve.ai Agentic Sidekick in MS Teams, Slack, email, web, mobile and voice |
| Resolve Tier 1 IT requests | App access, password and MFA resets, group management, troubleshooting | The same categories through approval-gated actions with audit trails |
| Onboarding and offboarding | Automated joiner and leaver tasks across identity and apps | Onboarding journeys across IT, HR and Finance systems |
| Build automations | Playbooks and custom API connections | Agent Studio in plain English, 50-agent marketplace, governed MCP tools |
| Ticketing | None; escalated into your existing help desk | Optional AI-native ITSM, or runs over ServiceNow, Freshservice or Jira |
| Technician support | Handled in your existing tool | Agent Assist: triage, summaries, similar-ticket search, drafted replies |
| Phone requests | Not a stated capability | VoiceIQ resolves on the phone channel |
| HR and Finance requests | Out of scope | Supported on the same platform |
| Find what to automate next | Not a stated capability | DeskIQ clusters ticket history into ranked automation opportunities |
On automation rates. Console described automating 40% to 70% of Tier 1 IT work with deflection above 55% across customers. Rezolve.ai reports 60% to 80% autonomous resolution for common ticket types and roughly 70% of requests resolved before they become tickets, across a wider set of departments.
On user sentiment. Console earned 4.9/5 on G2, with reviewers praising its Slack-native experience, custom API connections and responsive team, alongside occasional routing issues with ticket ownership. Rezolve.ai holds 4.8/5 on G2, scoring 9.5 for ease of use, 9.2 for ease of setup and 9.7 for quality of support.
Console built a genuinely well-liked product; the question now is where that product lives. Right now, it is nowhere and post-acquisition announcements indicate that the product will no longer serve the ITSM customer base.
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Where the two differed in design?
Scope
Console concentrated on Tier 1 IT and deliberately stopped there, which kept deployments fast. Rezolve.ai covers IT, HR and Finance on one platform, including an ethics assistant serving roughly 100,000 employees at JLL.
Ticketing
Console never aimed to replace your help desk, so its value depended on the ITSM you already licensed. Rezolve.ai can run over ServiceNow, Freshservice or Jira or serve as the system of record, which gives teams a consolidation path rather than another layer.
Channels
Console was Slack-first, a real strength for Slack-centric companies. Rezolve.ai enables multimodal AI support and covers Microsoft Teams, Slack, email, web and mobile, and adds VoiceIQ for staff who call rather than type, which matters in retail, healthcare and field operations.
Governance and security
Console published SOC 2 compliance and enforced company policy when granting access. Rezolve.ai holds SOC 2 Type II, ISO 27001, GDPR and HIPAA-ready status, gates autonomous actions behind approvals with full audit trails, and has publicly committed that customer data is never used to train its models.
Product direction
This is the difference that outlasts every feature comparison. Console's technology is being absorbed into a security operations platform. Rezolve.ai's roadmap is employee service management, with releases such as Agentic Studio, its agent marketplace and its ITSM modules aimed at service desks.
What to do now?
| Your situation | What we would do |
|---|---|
| You had Console on a shortlist | Re-run the evaluation with products still sold for employee support, and use your Console requirements as the scoring criteria |
| You are a current Console user | Ask in writing about support commitments, renewal terms, data export and the timeline for Console-derived capabilities in Cortex |
| You are a Palo Alto Networks customer consolidating on Cortex | Track the Cortex roadmap, and treat security operations automation and employee IT support as separate buying decisions |
| You need Tier 1 automation now | Pilot an employee service desk that ships today, measuring deflection against your own ticket history |
| You want to keep your current ITSM | Layer AI over it rather than replacing the system of record |
| You need HR and Finance support too | Choose a platform that covers all three departments rather than IT alone |
If you are exporting from Console, capture your knowledge base content, the application and access policy matrix that fed the assistant, your Playbook logic and any custom API connections. Those four assets are what make a replacement productive quickly, and they are easier to gather while your deployment is still live.
Next step for you
For IT leaders, though, the practical question is no longer which product to choose. Console's capabilities are moving into a security platform with no published package or date, so teams that wanted a Slack-native AI help desk need somewhere else to go. Rezolve.ai covers the same Tier 1 work, adds HR and Finance, supports MS Teams, email and voice alongside Slack, gives technicians a workspace, and includes an ITSM system of record when you want one.
Moreover, Rezolve.ai is recognized in the 2026 Gartner® Magic Quadrant™ for AI Applications in IT Service Management, and ranked #1 in the AI for IT Agents Use Case in the 2026 Gartner® Critical Capabilities for AI Applications in IT Service Management.
Next step for you? Know your ROI and upgraded ITSM capabilities with Rezolve.ai - Book a demo
Last updated on October 15, 2026
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Frequently asked questions
Can you still buy Console as a standalone product?
No. Following the September 1, 2026 acquisition, Console's technology is being folded into Cortex rather than sold as a standalone IT service desk. Palo Alto Networks has not published a Cortex package or availability date for those capabilities.
What happens to existing Console customers?
Palo Alto Networks has not published transition terms. Ask directly about support commitments, renewal options, data export and timelines before your next renewal date.
What is the closest replacement for Console?
For Slack-native Tier 1 IT automation, Rezolve.ai covers the same request categories and adds HR and Finance, a technician workspace, voice and an optional ITSM. Our Console alternatives guide compares the wider market.
Did Console replace ServiceNow or Jira Service Management?
No. It was built to work alongside an existing help desk and escalate unresolved requests into it. Rezolve.ai can run on top of your ITSM or replace it.
Will Console's technology still handle IT requests inside Cortex?
Palo Alto Networks describes Cortex use cases around investigating signals, prioritizing work and remediation for security teams. It has not detailed how Console's technology will combine with existing Cortex automation, so treat IT service desk coverage as unconfirmed.
How quickly can a replacement be in place?
Rezolve.ai states a single-department go-live in as little as six weeks, with implementation, migration and training included in the quoted figure.
