ITSM chatbots can help you reduce tier-1 tickets, free up agents to focus on higher-value work, and serve more employees without adding headcount. 

Some of the more common ITSM chatbot use cases include: 

• Solving knowledge-based questions. For example, if an employee asks, “How do I connect to the printer?”, the AI agent can automatically provide the answer. The best ITSM chatbots don’t just pull from KB articles; they also reference past ticket resolutions, which means they continuously learn and require less KB creation and upkeep. They can also perform initial triage and guide employees through multi-step troubleshooting, closely mimicking the experience of chatting with a human agent.

• Automating common IT actions, such as password resets and software access requests (including role-based access and time-based controls). For instance, if someone asks, “Can I get access to Stripe for 7 days?”, the ITSM chatbot should understand the request, gather reasoning, check existing permissions, and automatically manage provisioning and deprovisioning. The best platforms also keep detailed audit trails for every request.

In this article, we’ll discuss the best ITSM chatbots that can help with the above use cases (and others), starting with our own, Risotto.

‍Best ITSM Chatbots

1. Risotto
2. Aisera
3. Moveworks
4. SysAid 
5. Freshservice
6. HappyFox 
7. Jira Service Management
8. Leena AI

1. Risotto

Risotto originated from our co-founder Alex’s experiences leading IT engineering at Gusto and Dropbox. As we share in our origin story, Alex found several limitations when trying out early AI solutions for automating tier-1 requests:

🚫 Low-quality answers (just linking KB articles)
🚫 Limited automation for software access requests
🚫 Poor Slack integration, leading to low adoption
🚫 Weak bi-directional sync with Jira, Freshservice, and Zendesk
🚫 Complex configuration and long deployment times
🚫 Lack of auto-learning from past tickets and Slack updates
🚫 Limited multi-department capabilities 

Risotto was built by IT for IT to address these problems, focused specifically on reducing tier-1 tickets through Slack. And it works: Risotto has a proven track record of automating 20-60% of IT support tickets:

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

In this section, we’ll take an in-depth look at:

• Risotto’s key benefits and capabilities, supported by customer quotes
• 4 examples demonstrating Risotto's knowledge-based answer handling capabilities
• How Risotto automates software access requests

Risotto’s Key Benefits and Capabilities (Supported by Customer Quotes)

❇️ Intelligent, Context-Aware Answers to Knowledge-Based Questions

One of the most important capabilities of an ITSM chatbot is answering knowledge-based questions in a way that feels both natural and genuinely useful. Risotto was designed to excel at this. 

As you can see in the example above, when an employee asks how to connect to the guest Wi-Fi, Risotto engages in a conversational flow. The chatbot asks clarifying questions like, “Which office are you in?” and “Is this a personal device or a company device?” before guiding the employee to the right solution.

Risotto achieves this by:

• Understanding the real intent behind employee questions using advanced natural language processing
• Performing intelligent triage and multi-step troubleshooting that adapts as the conversation unfolds
• Handling multi-modal inputs, such as interpreting screenshots with no supporting text 
• Drawing on multiple knowledge sources, including past Slack conversations and ticket resolutions, to deliver current, relevant answers instead of relying solely on static KB articles
• Striking the right balance in response length: thorough enough to resolve the issue, without overwhelming employees with unnecessary information

As several of our customers have noted:

“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.”

“Risotto started answering complex product questions even I didn’t know off the top of my head ... It was pulling insights from our own past Slack conversations, surfacing knowledge that would have otherwise been buried.”
‍
– Phillip Rickett, VP of IT at Fundrise

“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

❇️ Risotto Automatically Learns from Past Ticket Resolutions & Updates

Risotto typically automates 20% - 60% of IT support tickets, and when it can’t resolve an issue with confidence (due to missing information in the KB), it automatically escalates to a human agent in Slack with complete context of previous resolution attempts. 

As IT agents step in and respond, Risotto automatically learns in the background. With permission, it also captures knowledge from designated Slack channels. This means your knowledge base continually updates itself, so IT teams spend less time writing or maintaining articles.

This “living playbook” ensures your team never answers the same question twice.

As several customers have noted:

“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

❇️ Automate Software Access Workflows in Slack

Risotto handles time-based, approval-based, and self-service access workflows directly in Slack.

The setup process is easy: import applications through our Okta wizard, then configure any type of access rule. You can set RBAC policies with intuitive Boolean logic, build sequential or broadcast approval workflows, and more.

Every request flows through a conversational format in Slack, where Risotto gathers justification, manages approvals, and keeps detailed logs for compliance and security audits.

As several customers have noted:

“When a team member asks, ‘How do I get access to Hightouch?’ they’re not looking for a link or a document; they need immediate, actionable assistance…  Risotto intelligently understands the intent behind the request. It confirms existing permissions, coordinates necessary approvals proactively, and automatically provisions access upon approval. This automation significantly speeds up provisioning and improves user satisfaction.”

– Phillip Rickett, VP of IT at Fundrise

"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 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 

"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 

"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

❇️ Works Entirely in Slack to Meet Employees Where They Already Are

With Risotto, employees never have to leave Slack to request software access or get answers to knowledge-based questions.

For large enterprise teams with thousands of employees, this is a critical advantage. Forcing people into separate portals leads to low adoption, wasted time learning new systems, and unnecessary friction. By keeping everything in Slack, Risotto eliminates those barriers and makes support as simple as starting a conversation.

As several customers have noted:

“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

"Other IGA solutions felt clunky to setup and maintain. There was a lot of overhead to maintain them and they weren't embedded in the help desk, so you're solving one problem but creating another.”

– Toby Stewart, IT Engineering at Ironclad

“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 

“We’re now able to keep requests centralized and work on all of those things in one view, which is really nice. It works so reliably so we don’t have to worry about missing a message.”

– Charlie Verrey, IT Manager at Retool 

“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

❇️ Ready to Deploy Out of the Box in Hours

With Risotto, you can be up and running in just a few hours. There’s no heavy configuration, no consultants, and no long onboarding process slowing you down.

In contrast, most other ITSM chatbot platforms take weeks or even months to implement, and even then, their automation rates are far more limited. That’s because they’re general-purpose AI agent builders trying to cover every use case. 

In contrast, Risotto was designed with one single purpose: automating tier-1 IT tickets in Slack. That focus is why it consistently delivers higher automation rates.

As several of our customers noted:

“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

“The speed and simplicity of Risotto’s setup was a great sign that we had made a good decision.”

– Phillip Rickett, VP of IT at Fundrise

"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

❇️ Bi-directional Sync With Your Existing Ticketing System (Jira, Freshservice, or Zendesk)

Risotto integrates seamlessly with IT ticketing systems like Jira, Zendesk, and Freshservice. Instead of replacing them, it acts as an orchestration layer, adding conversational AI that automates ticket resolution.

Every interaction in Slack is synced bi-directionally with your ticketing platform, eliminating duplicate work for IT teams. Risotto automatically handles: 

• Ticket creation
• Titling
• Categorizing
• Tagging
• Routing 
• Triage 

And more.

As Tom Grinberg, IT Manager at Trust & Will, noted in our case study: 

“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.”

❇️ Multi-Departmental Capabilities that Work Seamlessly Out Of The Box 

Risotto was originally built by IT for IT teams, and they remain the strongest champions of the platform. But once other departments see how well it works, adoption spreads quickly. Teams like HR, Sales, and Legal face the same repetitive requests that are ideal for AI automation, and they turn to Risotto to free up their workload and boost response times.

Multi-department expansion is seamless with Risotto:

• No added cost: All departments are included under your existing pricing.
• Built-in ticketing system: Perfect for non-IT teams that don’t need the complexity of enterprise ITSM tools.
• Department-specific configuration: Each team can set up its own knowledge bases and workflows through an intuitive interface.
• Privacy and separation: Every department’s data stays siloed. For example, HR can’t access IT tickets, and vice versa. 

4 Examples Demonstrating Risotto's Conversational ITSM Chatbot Capabilities

To further demonstrate how our ITSM Chatbot effectively handles knowledge-based questions in Slack, let’s take a look at four examples. 

Example #1: Intelligent, Multi-Step Triage 

In this example, an employee asks, “I’m in a conference room and the camera isn’t working, can you help?”. 

Risotto performs intelligent tier-1 triage and asks a contextually relevant question: “What conference room are you in?”. 

The employee responds that it's conference room B, and Risotto provides instructions specific to that room.

Once the employee replies “That worked!”, Risotto automatically marks the ticket as closed. IT agents can also manually mark incoming tickets as closed using the ✅ emoji.

If Risotto can’t fully resolve an issue, it intelligently escalates the request to the right IT agent in Slack.

Escalation is context-aware:

• Issues are routed directly to the relevant channel.
• Requests are assigned to the most qualified agent, based on past ticket history.
• The agent receives full context, including the employee’s original question, conversation history, and Risotto’s troubleshooting steps.

IT agents can also optionally convert their Slack response into a knowledge base article with a single ✍️ emoji. Those articles are stored in the Risotto dashboard. 

Meanwhile, Risotto manages the entire ticket lifecycle in the background and syncs bi-directionally with Jira, Zendesk, or Freshservice.

Example #2: Risotto Interprets Context Changes, Adjusts Accordingly & Performs Multi-Step Troubleshooting

In this scenario, an employee asks, “How can I get an employee badge?” 

Risotto initially explains the process for new hires, but the employee then clarifies: “I actually just need a temporary one, I left mine at home.” 

Traditional ITSM chatbots usually fail in moments like this, repeating the same generic instructions or linking to an unhelpful KB article. 

In contrast, Risotto adapts in real time. It recognizes that the employee isn’t asking about a new badge at all, but about temporary access. Risotto updates its response accordingly: “If you forget your employee badge, visit the reception desk to obtain a temporary badge.”

Risotto’s ability to understand context changes and adjust its guidance mimics the experience of chatting with a human IT agent.

Example #3: Risotto Analyzes Screenshots & Delivers Precise, Context-Aware Solutions

In this scenario, the employee sends Risotto a screenshot demonstrating that their adminapp isn’t loading properly. Most ITSM chatbots would immediately escalate this ticket to a human agent for manual resolution because they are unable to interpret images. 

But as a multi-modal AI agent, Risotto is able to analyze the screenshot, identify the correct application, and accurately interpret the error: the employee’s status is set to “away” by mistake. 

Example #4: Utilizing Multiple Sources (Auto-Learning From Past Slack Updates)

In this example above, taken from the Superhuman case study, you can see that Risotto bases its answers on multiple sources of information — not just your KB, but also past Slack updates. 

You’ll also notice that you can customize Risotto’s avatar to match your company’s branding, which feels more personal and creates a better user experience.

Diving Deeper: How Risotto Automates Software Access Requests 

Risotto streamlines access request workflows from initial request to provisioning and deprovisioning, all without employees ever leaving Slack.

Setting up software access automation is quick and easy. Risotto integrates directly with your identity provider, such as Okta. Using the import wizard, you can pull in your existing applications and permissions with just a few clicks.

Once the import is complete, you can easily configure rules for each application via a central dashboard: 

For example, you could configure:

• RBAC rules via intuitive boolean logic
• Approval workflows 

And more.

From there, Risotto automatically manages access end-to-end, while maintaining detailed audit logs for compliance.

Up next, we’ll share 3 examples of how Risotto handles time-based, approval-based, and self-service access scenarios. 

Time-Based Access

In the example above, an employee asks, “Hey IT, can you give my new team member @Michael Baker access to Stripe?”. 

Risotto asks what level of access is needed and for how long, then grants the necessary access — view only for 90 days.

Just like that, a process that once drained IT resources is fully automated in minutes, allowing agents to focus on higher-value work. It’s all embedded in the help desk, and with Risotto, setup only takes a few hours, compared to the weeks or months it takes to build custom workflows that often leave gaps and require ongoing maintenance.

As per the above, Risotto can also automatically reach out to employees when access is set to expire, asking if they want to extend it.

As Collin Clifford, Legal & Compliance Manager at Superhuman, put it: “For sensitive tools and resources, Risotto’s automated time-based access has been a game-changer.”

Approval-Based Access

In this example, the employee requests access to Appetize. Risotto asks what level of access the employee needs and why they need it, ensuring compliance. It then submits the request to a manager for approval directly within Slack, including the employee’s reasoning. Once approved, Risotto automatically provisions access and updates the employee.

As Vergil Smith, IT Manager at Vidyard, noted:

“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.” 

Self-Service Access

Based on your pre-designed rules, Risotto can instantly provide “Read-Only” access to low-risk applications without requiring a manager’s approval.

In the example above, an employee submits a request: “Kai Turner and I need Figma access”. 

Risotto asks for reasoning, and once it receives an answer (“we need to view the roadmap”), it automatically grants “Read-only” access, responding with a friendly and conversational, “Just got that approved, and gave you both access to Figma. Roadmap’s all yours. Happy designing!”

Ready to Automate Your Tier-1 Tickets in Slack via Our AI ITSM Chatbot?

Risotto automates 20-60% of IT tickets straight out of the box, with no heavy setup required. Deployment takes just hours instead of the weeks or months other platforms require.

To learn more, we invite you to schedule a demo call.

2. Aisera

Aisera is a broad AI agent platform that spans IT, HR, Finance, Customer Support, and other functions. While it can be configured to handle IT ticket automation, setup and ongoing maintenance can be time-consuming. 

Some of Aisera’s key products and capabilities include:

• AI Agents 
• AI Agent Orchestration 
• Agentic Conversations 
• Autobrief 
• GenIQ 
• Hyperflows 
• AI-Powered Workflow Builder 
• Knowledge Serving 
• GenAI Summarization 
• Sentiment Analysis
• Enterprise LLMs 
• Security & Compliance

Aisera also offers a library of 3,000+ AI automation workflows. The platform integrates with over 500 applications, including ITSM tools, CRM, and customer data sources.

They serve industries such as Financial Services & Banking, Non-profit & Charity, Telecom & Utilities, Pharma & Biotech, Manufacturing, Education, Logistics, Hi-Tech, and many others.

Note: Read about how Risotto compares in our article on the top Aisera alternatives.

3. Moveworks

Moveworks is an agentic AI platform. While it can be configured to automate tier-1 tickets, this requires extensive manual setup and configuration.

Some of Moveworks’ key capabilities include: 

• Advanced AI Assistant 
• Service Management 
• Enterprise Search 
• Brief Me: AI Summaries 
• Employee Onboarding 
• Quick GPT 
• Calendar Management

They offer solutions for IT, HR, Finance, Marketing, Sales, Engineering, Federal Government, Local Government, and more.

Moveworks integrates with a number of applications, including Confluence Cloud, DocuSign, Google Drive, Microsoft Teams, Okta, Jira, Salesforce, ServiceNow, Zendesk, and others. Overall, it’s a great platform for streamlining service requests and improving IT service delivery. 

Note: Read about how Risotto compares to Moveworks in our article on the top Moveworks alternatives.

4. SysAid 

SysAid is an AI-powered ITSM platform. While it can be configured to work as an ITSM chatbot, unlike Risotto, it wasn’t built from the ground up for this singular purpose.

Some of SysAid’s key capabilities include: 

• Incident Management
• Request Management
• Change Management
• Problem Management
• Knowledge Management
• Service Level Management
• Service Catalog Management
• Reporting & Analytics
• IT Service Desk 
• Workflow Designer
• Automations
• IT Asset Management
• CMDB
• Software License Management

Overall, it’s a great tool for both IT agents and end-users, helping improve employee experience.

5. Freshservice 

Freshservice is an AI-powered ITSM platform offering a chatbot called Freddy AI for conversational IT ticket resolution. However, many customers find that its AI resolution capabilities are lacking.

Freshservice offers features across several key areas, including:

• IT Service Management
• IT Asset Management
• IT Operations Management
• Enterprise Service Management

Note: Learn how Risotto compares to Freshservice in our article on the top Freshservice alternatives.

6. HappyFox 

HappyFox is an IT help desk management software that comes with an artificial intelligence chatbot integration.

Key features include:

• Omnichannel Requests
• Ticket Categories
• Private Notes for Collaboration
• Ticket Templates
• Ticket Actions
• Canned Responses
• Task Management
• Internal & External Online Knowledge Base
• Integration with Popular SaaS Applications
• Automation Suite
• Modular, Real-Time Reports
• Enterprise-Grade Security with Advanced Functionality

And more.

7. Jira Service Management 

Jira Service Management supports a wide range of IT use cases.

Some of Jira Service Management’s key capabilities include:

• Request management 
• Incident management
• Problem management 
• Change management 
• Asset management 
• Configuration management
• Knowledge management

Read more about how Risotto compares to Jira Service Management in our article on the top Jira Service Management alternatives. You can also read our Hazel Health case study to discover how they increased deflection rates from 3–5% to 20% after switching from Jira Assist and Atlassian Virtual Agent to Risotto.

8. Leena AI 

Leena AI is an agentic AI platform for various departments, including IT, HR, Procurement, Finance, Sales, and more. While it can be configured to automate tier-1 tickets and minimize routine tasks, unlike Risotto, it’s not its singular focus. 

Some of their core capabilities include: 

• Agentic AI Use Case Library (1,000+ pre-built templates) 
• AI-Driven IT Support Automation 
• Helpdesk Insights
• Employee Onboarding
• Enterprise Search
• IT Knowledge Management

Ready to Reduce 20-60% of Tier-1 Tickets with our AI ITSM Chatbot?

Risotto’s ITSM AI chatbot is purpose-built to automate tier-1 tickets and help reduce repetitive tasks.

Ready to see it in action? Schedule a demo today and discover how Risotto can transform your IT support.