In this article, we’ll discuss:

• A brief overview of how Risotto (our product) works, and what differentiates it from Aisera and Moveworks 

• A comparison of Risotto vs. Aisera vs. Moveworks specifically for automated tier-1 ticket resolution across the following areas:
  
  • Onboarding & time-to-value
  • AI agent's ability to auto-solve knowledge-based questions 
  • Software access automation capabilities 
  • Integrations with existing workflows 
  • Multi-department capabilities
  • Ongoing management 

Brief Overview of How Risotto Works & What Differentiates It From Aisera and Moveworks 

Where Risotto Excels

Unlike generalist AI agent builder platforms, Risotto is laser-focused on a singular use case: auto-solving repetitive tier-1 tickets, including access requests, password resets, and knowledge-based questions.

We built it based on our cofounder Alex’s experience leading IT engineering at Gusto and Dropbox and dealing with the limitations of existing AI IT solutions. 

Risotto seamlessly integrates with your existing tech stack, including communication tools (e.g., Slack, Teams, email) and ticketing platforms (e.g., Jira, Freshservice, Zendesk, ServiceNow) through seamless bi-directional sync. 

Most IT teams achieve tier-1 ticket automation rates of 20-60%:

• Fundrise: Automated nearly 60% of IT support tickets
• Superhuman: Automated nearly 20% of IT support tickets
• Ironclad: Automated nearly 90% of access-related IT requests
• ThoughtSpot: Automated nearly 48% of IT support tickets
• Trust & Will: Automated nearly 35% of IT support tickets
• Jobber: Automated nearly 38% of IT support tickets 
• Hazel Health: Improved deflection rates from 3-5% to over 20%
• Shakepay: Automated nearly 40% of IT support tickets
• Retool: Reduced SLA resolution time from an average of 2 days to under 1 day
• Vidyard: Automated nearly 56% of IT support tickets

Because tier-1 ticket automation is our sole focus:

• Our AI agent typically auto-solves a greater percentage of tickets than platforms built for broader use cases.
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• Risotto works immediately out of the box and can be deployed in hours (not the weeks or months legacy platforms require).
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• Ongoing management is a breeze — manage everything yourself through an intuitive self-serve dashboard, no consultants required.
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• Risotto particularly excels at learning from past ticket resolutions, so you don’t have to answer the same question twice (and spend less time on KB creation and upkeep).  

Bottom line: If tier-1 ticket automation is your priority, Risotto is likely your best choice.
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Where Aisera and Moveworks Excel

Risotto is not a general-purpose AI agent platform. If you need to build custom workflows for multiple ITSM use cases beyond tier-1 ticket automation, platforms like Moveworks or Aisera may better suit your needs.

Next, let’s take a look at how Risotto compares with Aisera vs. Moveworks for automated ticket resolution in 6 key areas.
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Comparing Risotto vs. Aisera vs. Moveworks for Automated Ticket Resolution

With Moveworks and Aisera

‍Some customers report implementation taking weeks or months, often requiring external consultants for both setup and ongoing management.

With Risotto

❇️ Rapid deployment in hours: Risotto can be up and running in hours (not weeks or months), offering rapid time to value. 

❇️ Pre-built workflows that handle the majority of common IT scenarios out of the box, eliminating the need to build custom processes from scratch.

❇️ Seamlessly integrates with existing communication channels and ticketing systems: Risotto offers 2-way sync between Slack, MS Teams, your email provider, and your ticketing systems (e.g., Jira, Freshservice, Zendesk, ServiceNow), while also managing the entire ticket lifecycle, including ticket creation, titling, categorizing, tagging, routing, and more.
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❇️ Seamless integration with existing documentation sources (e.g., Confluence, Notion, Google Drive) through a simple, intuitive self-serve interface.
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❇️ User-friendly access automation interface, making it easy to add applications, set up approval workflows, configure role-based and time-based controls, and more.
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❇️ White-glove onboarding support from our team of former IT practitioners ensures smooth deployment.

As several of our customers have shared:

“Risotto is one of the easiest tools I’ve implemented. We were up and running in less than a week and already seeing our first autosolves... getting Risotto integrated with Jira, Slack, and Okta was so seamless and fast.”

– Jason Huey, Senior IT Systems Administrator at ThoughtSpot

“Ease of deployment was huge. We didn’t need a consultant or months of configuration. Risotto just worked.”

– Peter Hadjisavas, Head of IT at Hazel Health

“Risotto’s AI-powered support system had a massive impact straight out of the box and with very little setup. Employees now get fast, efficient answers with the same precision as one of our professionals.”

– Mike Smith, IT Operations Manager at Jobber

"Risotto had the most thorough onboarding experience I've ever been a part of. Alex was great - he met with us weekly and made it very easy to quickly get up and running."

– Collin Clifford, Legal & Compliance Manager at Superhuman

“With our old chatbot, every new application required a cumbersome onboarding process through the vendor. Now, adding an application to Risotto takes just a few minutes.”

– Phillip Rickett, VP of IT at Fundrise

Area #2: Auto-Solving Knowledge-Based Questions

With Moveworks and Aisera

‍Answer quality can be inconsistent, with AI agents having trouble conducting initial triage and struggling to perform multi-step troubleshooting. At times, they also deflect issues rather than fully auto-solving them. 

The result: Your IT team ends up answering more questions manually.

With Risotto

‍Our AI agent doesn't just deflect tickets — it fully resolves a large portion of them. Risotto excels at performing initial triage, conducting multi-step troubleshooting, integrating multiple sources of information (i.e., not just from your KB but also from past Slack conversations), and interpreting multimodal inputs (like screenshots). 

The result: Risotto auto-solves a higher percentage of requests than most competing tools. 

Risotto automatically conducts intelligent triage in natural language to gather important context from employees.

In the example above:

• An employee reports they need help because the conference room camera isn’t working.
• Risotto collects missing context by asking which conference room they’re in.
• The employee replies, “Conference room B.”
• Risotto provides step-by-step guidance tailored to Conference Room B’s configuration.
• The employee confirms the issue is successfully resolved.
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❇️ Handling curveballs and multi-step troubleshooting 

Unlike other AI chatbots that get lost when faced with unexpected information and immediately escalate to an agent, Risotto can intelligently handle curveballs with multi-step conversational troubleshooting. 

In the example above:

• Tyler Morris messages Risotto asking, “How can I get an employee badge?”
• Risotto responds with the standard employee badge process.
• Tyler clarifies, “I actually just need a temporary one, I left mine at home.”
• Risotto intelligently adapts to the new context and responds: "If you forgot your badge, visit the reception desk for a temporary one."
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❇️ Multi-modal capabilities 

With multi-modal capabilities, Risotto can interpret images, understand the full context of an issue, and provide a solution — all without IT needing to step in.

In the example above, taken from the Trust & Will case study:

• An employee uploads a screenshot showing a login issue with their account.
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• Risotto interprets the screenshot and explains the issue in plain language: “That error message is because we no longer allow username/password logins. Can you try it through Single Sign-On (SSO) in your Okta dashboard?”
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• The employee confirms successful resolution: “Cool! That worked!”‍
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❇️ Utilizing multiple sources of information

Risotto automatically learns from multiple sources, including past resolved tickets, your knowledge base, and approved Slack channels. This way, you won’t waste time answering the same questions twice.

In the example above from the Superhuman case study:

• ‍An employee asks a compliance-related question in plain language: “Hey when’s our next audit for SOC 2?”
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• Risotto combines multiple knowledge sources (Notion and past Slack conversations) to provide the most accurate, up-to-date answer:  “The next SOC 2 audit will start in July and the observation period should last three months.” 
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• The employee confirms the answer meets their needs: “Great! Thanks!”

When tickets are resolved, agents can easily turn the resolution into a knowledge base article with a simple ✍️ emoji, as seen below: 

❇️ Escalates tickets with full context 

When Risotto is unable to auto-solve a ticket, it seamlessly escalates the question to the appropriate agent, including the full conversation history for context.

In the example above:

• ‍An employee reports that suggested troubleshooting steps haven’t resolved his conference room camera issue: “I tried that and it's still not working - what next?”
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• Risotto intelligently escalates the ticket to the right person in the right department, automatically tagging “@Amanda Hill (AV Support)” based on her past ticket resolution history. 
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• Risotto lists all previous troubleshooting steps, so Amanda can pick up right where the conversation left off — no need to repeat questions.
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• ‍With the full context in hand, Amanda realizes this needs an in-person fix. She responds: "Hey Andrew, I'll be right there!"

As several of our customers have shared:

“Our previous tool summarized whatever it pulled from wiki articles, it didn’t supplement responses with broader LLM knowledge or reasoning. This approach fell short because it lacked the capability to fully understand user intent or supplement answers with external knowledge… Risotto, however, synthesizes information from multiple inputs to provide context-aware, accurate, and actionable responses.”

– Phillip Rickett, VP of IT at Fundrise

“Risotto was able to combine knowledge from different sources and give me an instant answer to a complex question, which was awesome to watch."

– Jason Huey, Senior IT Systems Administrator at ThoughtSpot

“It was amazing to see Risotto solve questions for me when I was out of the office, and our employees loved getting answers instantly.”
– Collin Clifford, Legal & Compliance Manager at Superhuman 

“The killer feature for us was that it could effortlessly learn and capture knowledge that our team creates every day in Slack… with Risotto, instead of constantly writing new documentation, our team can simply answer questions, and Risotto learns as we go.”

– Phillip Rickett, VP of IT at Fundrise

“The more we use Risotto, the smarter it gets, that’s what makes it different from every other tool we’ve tried.”

– Peter Hadjisavas, Head of IT at Hazel Health

Area #3: Software Access Automation Capabilities 

With Moveworks and Aisera

‍Approval workflows aren't as intuitive to set up, some configuration changes require contacting customer support (rather than handling them yourself), and they don’t integrate as seamlessly with Slack. They also struggle to streamline time-based access requests. 

With Risotto

❇️ Time-based, approval-based, and self-service access is supported

Risotto handles three common scenarios via seamless Slack-based workflows: 

• Approval-based access: When an employee requests Amplitude access, for example, Risotto checks the access policy, routes the request to the appropriate approver in Slack with the employee's justification, and provisions access automatically upon approval.
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• Time-based access: Grants temporary access with automatic expiration and sends Slack reminders before access ends (e.g., "Your Asana access expires in 7 days. Would you like to extend it?")
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• Self-service access: For low-risk applications (e.g., Lucidchart), depending on your pre-configured rules, Risotto may grant access immediately without requiring approval.

Let’s take a look at 3 examples of how Risotto streamlines time-based, approval-based, and self-service access requests:

Approval-Based Access 

In the example above:

• An employee requests access in plain language: “Hey! Can I get access to Appetize?”
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• Risotto gathers required details by asking a role-specific follow-up question: “What level do you need - Admin, Developer, or Appetize User?”
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• The employee specifies the access level: “Developer access, please.”
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• Risotto requests additional context needed for compliance and auditing: “Just need a quick reason for the request so I can log it in the ticket.”
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• The employee provides justification: “To test and post iOS builds.”
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• Upon a manager’s approval, Risotto automatically grants access and provides the employee with pertinent instructions: “You're in! Developer access granted. Check your email for the invite.”
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• The employee confirms successful access: “Got it, I'm in - thanks!”

Time-Based Access

In the example above, taken from the Superhuman case study:

• An employee requests software access in plain language: “Can I have access to ChatGPT?”
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• Risotto collects the required detail by asking a follow-up question: “How long do you need access for?”
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• The employee specifies the duration: “30 Days should be enough for this project.”
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• Risotto provisions access automatically and confirms completion: “I granted you access to ChatGPT for 30 days, you can also ask me for more time if you need it later.”

Self-Service Access 

In the example above:

• An employee requests design access in plain language: “Kai Turner and I need Figma access.”
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• Risotto asks for justification: “Can you tell me why you need access?”
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• One employee provides justification: “We need to view the roadmap.”
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• A second employee confirms the same need: “Same here!”
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• Risotto secures approval and provisions access, confirming completion for both employees: “Just got that approved, and gave you both access to Figma. Roadmap’s all yours. Happy designing! 🚀”

❇️ Add applications in minutes 

You can quickly and easily add applications using the Okta Import Wizard, which pulls in your existing applications and permissions:

❇️ Configure rules through an intuitive, self-service dashboard

Risotto lets you easily configure RBAC rules and flexible, multi-step approval workflows for each application, including sequential approvals, broadcast approvals, “all-of” logic, “any-of” logic, and more. 

This is all done through our self-service dashboard — no need to wait for customer success to implement changes (a common frustration with some competitors).

As several of our customers have shared:

"Automated software access saves us so much time. Within minutes people get the access they need with everything tracked, approved, and no additional overhead needed… For sensitive tools and resources Risotto's automated time-based access has been a game-changer."

– Collin Clifford, Legal & Compliance Manager at Superhuman

"The problem we faced is other AI support bots were not confident in themselves. If you asked, 'Can I have access to Salesforce?' it would respond, 'Do you want access to Salesforce?' Or worse, it wouldn't find the app at all."

– Toby Stewart, IT Engineering Manager at Ironclad 

“The software access automations were a huge win for us. They were super easy to set up and we now have more than 30 applications with automated provisioning running 24/7.”

– Tom Grinberg, IT Manager at Trust & Will 

"Our control for SOC 2 is that access to privileged systems is approved by a manager… Risotto is able to automate the approval process and ticket tracking portion which is exactly what we needed.”

– Vergil Smith, IT Manager at Vidyard

“Before Risotto compliance reports could take days to figure out but now I can pull everything needed in seconds.”

– Jason Huey, Senior IT Systems Administrator at ThoughtSpot

Area #4: Integrations with Existing Workflows 

With Moveworks and Aisera

‍While they offer integrations with Slack and existing ticketing systems, they often take more configuration work to set up and weren't purpose-built for automated ticket resolution from the start.

With Risotto

❇️ Quick and easy setup: Because Risotto is purpose-built for automated ticket resolution, Slack integration and ticketing system sync work out of the box. Setup takes hours, not weeks or months.

❇️ Pre-built integrations with communications channels like Slack and Microsoft Teams.

From the very beginning, we built Risotto with a core principle in mind: support should happen where employees already work.

This came directly from our experience trying existing tools that required employees to leave their workflow, as we explore in our origin story. This native integration is fundamental to everything we've built.

❇️ Seamless bi-directional sync with existing ticketing systems like Jira, Freshservice, Zendesk, and ServiceNow.

Risotto integrates seamlessly with Jira, Freshservice, Zendesk, ServiceNow, and other ticketing systems. It doesn’t replace your ticketing platform but adds a powerful AI automation layer that works alongside your existing workflow. 

Risotto automates the entire ticket lifecycle behind the scenes, including: 

• Ticket creation 
• Titling 
• Categorizing  
• Tagging 
• Routing 

As several of our customers have shared:

“Risotto became the orchestration layer for Jira Service Management and gives us instant automation with AI… We always wanted to require a reason for application access, but it was really difficult to integrate that into JSM. Risotto adds that functionality to JSM and so much more.”

– Tom Grinberg, IT Manager at Trust & Will 

“We want AI to seamlessly fit into our team’s daily operations, meeting our users where they already work… Risotto’s minimal operational overhead and integration into Slack has enabled us to achieve exactly that.”

– Phillip Rickett, VP of IT at Fundrise

“We wanted to implement more standardization and automation in our help desk, but there wasn’t an easy way in Slack without clunky custom work. Risotto helped us do that.”

– Vergil Smith, IT Manager at Vidyard 

“Risotto has been super popular internally, it’s a much improved experience for employees to get answers and problems solved immediately.”

– Tom Grinberg, IT Manager at Trust & Will 

Area #5: Multi-Department Capabilities 

With Moveworks and Aisera

‍These platforms often charge fees to expand to departments beyond IT, and require complex manual configuration to set up department-specific permissions and routing. Pricing can be prohibitive for some teams. 

With Risotto

❇️ Unlimited departments at no additional cost: A single license covers your entire organization with no additional per-department fees.

❇️ Intelligent topic-aware routing: Intelligent ticket routing to the right department automatically: HR tickets to HR, IT requests to IT, and so on.

❇️ Department-specific configurations and access controls, knowledge bases, and analytics: Each department can customize its own settings, workflows, and permissions. Knowledge bases remain separate, and analytics can be filtered by department to track auto-solve rates, top ticket drivers, and trends.

As several of our customers have shared:

"Once you add in HR our combined automation rate is even higher at 50.2%.”

– Jason Huey, Senior IT Systems Administrator at ThoughtSpot

"The multi-department capabilities are awesome. Our engineering and RevOps teams now also want to use Risotto as they also get lots of the same questions over and over again.”

– Collin Clifford, Legal & Compliance Manager at Superhuman

"Risotto started autosolving tickets immediately. Within the first few weeks, we saw departments that had never tracked ticket requests before, like our Cloud team, asking to get on the platform and streamline their support function."

– Erik Van Dijk, Senior IT Manager at Jobber

Area #6: Ongoing Management

With Moveworks and Aisera

‍Improving the AI agent’s responses can be challenging. Changes are hard to make, it’s unclear when they’ve taken effect, and many modifications require going through customer success rather than being self-configurable.
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With Risotto

❇️ Complete self-service configuration control: Your team can make all configuration changes directly without customer success involvement (though we're always available to help). Changes take effect immediately with no processing delays.

❇️ Full transparency into AI decision-making: Risotto shows the complete reasoning behind every answer: how it interpreted the question, which knowledge sources it consulted, and why it responded as it did. This transparency makes troubleshooting straightforward and enables you to improve answer quality and bot performance.

Interested in Learning More About Risotto?

Unlike general-purpose AI platforms, Risotto was built with a singular focus: auto-solving tier-1 tickets via conversational AI.

Because of that, our AI agent is intuitive and easy to set up (deploying in hours, not weeks or months), offers enterprise-grade AI capabilities, and automates a large portion of tier-1 IT tickets: 

• Fundrise: Automated nearly 60% of IT support tickets
• Superhuman: Automated nearly 20% of IT support tickets
• Ironclad: Automated nearly 90% of access-related IT requests
• ThoughtSpot: Automated nearly 48% of IT support tickets
• Trust & Will: Automated nearly 35% of IT support tickets
• Jobber: Automated nearly 38% of IT support tickets 
• Hazel Health: Improved deflection rates from 3-5% to over 20%
• Shakepay: Automated nearly 40% of IT support tickets
• Retool: Reduced SLA resolution time from an average of 2 days to under 1 day
• Vidyard: Automated nearly 56% of IT support tickets

To learn more, we invite you to: 

• Schedule a demo call
• Read our origin story