Aisera is a popular agentic AI solution for IT tier-1 ticket resolution, but it's notoriously difficult to set up and maintain.
As several reviewers noted:
“Reviewing requests and editing intents is not maintainable for us unless we have a dedicated team to review requests each week. The initial pitch involved intelligent AI that would analyze our tickets, our knowledge base, and our service catalog and could help recommend solutions to us within our ticketing system. However, those and other features either didn't come to fruition, took more than a year, or would take a lot of work on our end to get up and running.”
“It is also a lot to maintain and build out, and we realized quickly we would need a dedicated person to work with Aisera and build it out with them.”
“There is a lot of work required on the front-end to build the intents and flows. Continuous maintenance is required.”
Since Aisera is fundamentally an AI agent builder, extensive manual configuration is expected.
In this article, we’ll start by discussing Risotto, our AI IT help desk platform that works out-of-the-box and was purpose-built for enterprise IT teams looking to automate tier-1 support in Slack. Then, we’ll share other Aisera alternatives for various use cases, from AI-powered IT to customer service and more.
Best Aisera Competitors & Alternatives
1. Risotto
Purpose-Built for IT by IT and Laser-Focused on AI Tier-1 Ticket Resolution
Risotto was founded based on our co-founder Alex’s firsthand experience leading IT engineering at Gusto and Dropbox. In our origin story, Alex shares how, during his time at Gusto, he tried several early AI solutions to automate tier-1 requests, but existing tools had significant limitations:
🚫 Limited software access automation
🚫 Poor knowledge-based answer handling
🚫 Weak Slack workflows & poor Jira integration
🚫 Minimal out-of-the-box functionality
🚫 Complex configuration and maintenance
Risotto was built exclusively for IT teams and laser-focused on reducing tier-1 IT tickets through a seamless Slack-based workflow.
The difference is profound: where Aisera and other multi-purpose tools need extensive customization to automate tier-1 tickets, Risotto works out-of-the-box and can be deployed in hours — not weeks or months.
Beyond faster deployment, Risotto also delivers superior AI capabilities, including:
Sophisticated software access automation (e.g., time-based, approval-based, and self-service access), seamless Okta integration, complex approval workflows, sophisticated RBAC rules, and more.
Higher-quality responses to knowledge-based questions through intelligent triage, multi-step troubleshooting, multi-modal capabilities, and automatic learning from past Slack chats (reducing reliance on knowledge base creation and maintenance).
Risotto provides natural, conversational answers in Slack, driving adoption by meeting employees where they already work. When needed, it seamlessly escalates issues to IT agents — with full context — right in Slack.
It also integrates with Jira, Freshservice, or Zendesk via a bi-directional sync, automating tasks like ticket titling, categorizing, tagging, routing, and more.
None of these capabilities need to be built or configured from scratch — they come built-in because IT tier-1 ticket automation is Risotto's sole focus.
This focus drives measurable results, with IT teams using Risotto consistently achieving 20–60%+ automation rates:
Fundrise: Automated nearly 60% of IT support tickets.
Hazel Health: Increased deflection from 3–5% to over 20%.
Superhuman: Automated nearly 20% of IT support tickets.
Trust & Will: Automated nearly 35% of IT support tickets.
Retool: Cut average SLA resolution time from 2 days to under 1 day.
Vidyard: Automatically resolves or triages 56% of IT support requests.
Up next, we’ll cover:
Customer quotes highlighting Risotto’s key advantages over Aisera and other multi-purpose solutions.
A deep dive into Risotto’s software access automation capabilities.
A close look at our AI agent’s knowledge-based answer handling, featuring 4 examples to demonstrate answer quality.
Customer Quotes Highlighting Risotto’s Key Advantages
❇️ Risotto offers pre-built workflows that can be deployed in hours, along with a thorough onboarding experience, which results in a faster time-to-value:
“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
“Working with the Risotto team was awesome from day one. They all have IT backgrounds and really cared about making us successful.”
– Tom Grinberg, IT Manager at Trust & Will
❇️ Risotto intelligently automates software access & it’s simple to set up and maintain
“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
“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
"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
❇️ Risotto uses cutting-edge LLM reasoning to intelligently solve knowledge-based questions (and can perform triage and multi-step troubleshooting via a conversational format)
“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
“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 and captures knowledge from your team’s daily Slack interactions (improving response accuracy and reducing knowledge base creation and maintenance)
“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… 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.”
– Peter Hadjisavas, Head of IT at Hazel Health
❇️ Risotto was designed from the ground up to work within Slack, and everything works seamlessly out-of-the-box (no complex configuration required)
“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
❇️ Risotto seamlessly integrates with Jira and other ticketing systems
“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
❇️ Risotto can expand beyond IT to other departments (and intelligently routes tickets to the appropriate team based on the subject matter)
"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
Deep Dive Into Risotto’s Software Access Automaton Capabilities
Setting up software access automation with Risotto is a breeze.
We offer an Okta import wizard where you can import your existing applications and permissions in just a few clicks:
With our intuitive, self-serve dashboard, you can easily configure RBAC rules and complex approval workflows, including sequential approvals, broadcast approvals, “all-of” logic, and “any-of” logic, and more.
Behind Risotto’s ease of setup and simplicity lies powerful functionality that enterprise IT teams appreciate.
Once you’ve configured your rules and applications, Risotto automatically handles provisioning and de-provisioning, including JIT (just-in-time) access, all while ensuring compliance and maintaining detailed audit logs.
Time-Based Access
In the time-based access example above, taken from the Superhuman case study:
An employee asks: “Can I have access to ChatGPT?”
Risotto replies: “I can take care of that for you! How long do you need access for?”
The employee replies: “30 days should be enough for this project.”
Risotto replies: “I granted you access to ChatGPT for 30 days, you can also ask me for more time if you need it later.”
Just like that, you’ve automated a historically time-consuming process and freed up IT agents to focus on higher value work.
This can be configured in Risotto in just a few hours — unlike building a workflow from scratch, which can take weeks or months and still leave gaps and maintenance issues.
Risotto comes with pre-built workflows that do the heavy lifting for you.
As Collin Clifford, Legal & Compliance Manager at Superhuman, stated: “For sensitive tools and resources Risotto’s automated time-based access has been a game-changer.”
Beyond time-based access, Risotto also covers approval-based and self-service access:
Approval-Based Access
In the above example:
An employee asks: “Can I get a seat for Amplitude?”
Risotto replies: “I need a reason for why you need access to Amplitude before I can proceed. Please provide a brief explanation.”
Employee replies: “I need to create reports for Sales”
Risotto replies: “Access to Amplitude requires approval. I’ve submitted your request with your reason (“Create reports for sales”) and will grant access once it’s approved.
On the backend: A manager receives an approval request (directly within Slack) with the employee’s reasoning provided. If approved, Risotto automatically provisions access.
Employee receives message: “The request to grant you access to Amplitude was approved.”
Risotto always asks for reasoning, ensuring adherence to compliance.
As Vergil Smith, IT Manager at Vidyard, stated:
“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.”
“Sending a compliance report from Risotto with all of the tickets tagged correctly — that's so much easier, it's definitely made audits a far less stressful experience."
Self-Serve Access
Depending on your pre-configured settings, Risotto may instantly grant “Read-Only” access for low-risk applications, without requiring a manager’s approval.
In the above example, taken from the Trust & Will case study:
An employee asks: “Can I get access to Figma?”
Risotto replies: “Sure I can handle that for you. Can you tell me why you need access so I can record it in the ticket?”
The employee replies: “Thanks! I need to see the latest sketches to finalize a project”
Risotto replies: “I granted access to Figma for you. You can now view the UI sketches to finish your project”
Deep Dive Into Risotto's Knowledge-Based Answer Handling
Up next, we’ll share 4 examples that demonstrate Risotto’s answer quality for knowledge-based questions.
Example #1: Intelligent Triage and Resolution & Escalation Scenarios
An employee asks a question: "Hey I'm in the conference room and the camera isn’t working, can you help?"
Risotto conducts triage & asks a pertinent clarifying question: “Of course! Can you please tell me which conference room you are in?”
This step is crucial because conference room configurations vary — and so do Risotto’s answers.
The employee responds: "Conference room B”
Risotto delivers an answer tailored to Conference Room B’s configuration:
“Here are some steps you can try to fix the camera in Conference Room B:
Make sure the camera USB is plugged into the port labeled 'AV1'...
Try unplugging the camera’s USB cable and plugging it back into the correct port.
Restart the Zoom meet session and check if the camera works after rejoining.
If it still doesn’t work, unplug the camera's power cable and plug it back in, and then try again [1] [2]”
Notice these key elements in Risotto’s answer:
Easy-to-read formatting: Risotto breaks down info into digestible chunks with clean formatting, avoiding overwhelming employees with dense paragraphs or generic knowledge base links like other tools. This required extensive development and is a core advantage of our conversational AI platform.
Transparent sourcing: Each answer includes numbered reference links in brackets — like [1] [2] — which direct employees to sources like knowledge base articles or Slack threads.
In the example above, Risotto fully resolves the ticket:
The employee replies, “Unplugging it and plugging it back in worked!”
Risotto automatically closes the ticket (IT agents can also close it manually using the ✅ emoji).
You can also turn a resolution into a KB article via the ✍️ emoji, as shown below.
In cases where Risotto has reached its limit, it automatically escalates the issue in Slack to the relevant department and agent.
In this case, it directs the issue to the correct Slack channel (e.g., AV for camera issues) and the appropriate person (e.g., Amanda, based on past tickets she has resolved).
Amanda has full context and can see the employee’s chat history and resolution attempts with Risotto. Since this issue requires in-person attention, she responds, “Hey Andrew, I’ll be right there!” The conversation can also continue seamlessly within the Slack thread.
Every Slack interaction syncs bi-directionally with Jira, Freshservice, or Zendesk — including ticket creation, titling, categorizing, tagging, routing to the relevant department, and more.
Example #2: Curveball Scenario & Multi-Step Troubleshooting
This example demonstrates Risotto's ability to handle multi-step troubleshooting in a conversation, similar to an experienced IT human agent:
The employee asks a question: "How can I get an employee badge?"
Risotto initially replies: “To obtain an employee badge, follow these steps…”
The employee provides additional context: "I just need a temporary one, I left mine at home."
Risotto intelligently adapts and replies: “If you forget your employee badge, visit the reception desk to obtain a temporary badge”.
Example #3: Multi-Modal Capabilities
In the example above, taken from the Trust & Will case study, an employee is having trouble logging into their account and attaches a screenshot with an error message.
Risotto scans the image, identifies the issue, and provides a resolution:
“That error message is because we no longer allow username/password logins. Can you try it through a Single Sign-On (SSO) in your Okta dashboard?”
The employee replies, “Cool! That worked!” and the ticket automatically resolves — no human intervention needed.
Imagine this scenario at scale: 100 employees messaging you with the same screenshot, and you’re stuck pasting the same response repeatedly. It’s tedious and time-consuming. Risotto automates this entire process, so you can support more employees without increasing IT headcount.
Example #4: Utilizing Multiple Sources (Auto-Learning From Past Slack Updates)
In the example above from the Superhuman case study, Jessica submits a ticket: “Hey when’s our next audit for SOC 2?”
Risotto replies: “The next SOC 2 audit will start in July and the observation period should last three months [1] [2]”
Notably, Risotto didn’t just rely on static KB sources (which might be outdated) — it also pulled up-to-date information from a recent Slack update.
This ensures more accurate responses and reduces time spent on knowledge base creation and maintenance. Risotto’s motto, “Never answer the same question more than once,” highlights the power of its auto-learning capabilities.
Interested In Learning More About Risotto?
Risotto delivers 20–60%+ automation rates right out-of-the-box, without extensive manual configuration. It can be deployed in hours, rather than weeks or months.
To learn more, we invite you to:
2. Moveworks
Moveworks is an agentic AI solution that requires complex manual configuration to automate tier-1 tickets.
Some of Moveworks’ key capabilities and use cases include:
AI Assistant
Service Management
Enterprise Search
Brief Me: AI Summarizer
Quick GPT
Calendar Management
You can browse their solutions by department, including IT, HR, Finance, Marketing, Sales, Engineering, Federal Government, Local Government, and more.
They integrate with a wide variety of CRMs (e.g., Salesforce), ticketing platforms (e.g., Jira), and more.
We cover what differentiates Risotto across 7 key areas in our article on the best Moveworks alternatives.
3. Jira Service Management
Jira Service Management is widely-known for their ticketing functionality and excels at a wide range of core IT use cases. With that said, automating tier-1 tickets with JSM requires complex manual configuration.
Some of Jira Service Management’s core ITSM use cases include:
Request management
Incident management
Problem management
Change management
Asset management
Configuration management
Knowledge management
Beyond IT support and operations, they also offer solutions for business teams, customer service, human resources, and more.
We cover what differentiates Risotto in our article on the best Jira Service Management alternatives.
We’ve also published a Hazel Health case study showing how we boosted deflection rates from 3–5% to over 20% by switching from JSM to Risotto. For Trust & Will, Risotto became the orchestration layer for Jira Service Management, delivering instant automation through AI.
4. Leena AI
Leena AI is another agentic AI builder that requires manual configuration. In contrast, Risotto works out-of-the-box.
Their core products include:
Knowledge Management: Unify knowledge with Agentic RAG.
Autonomous Agent: Handle complex, multi-app tasks using generative AI.
Some of Leena AI’s core use cases include:
Agentic AI Use Case Library (1,000+ pre-built templates)
IT Support Automation (solve repetitive tier-1 tickets)
Helpdesk Insights
Employee Onboarding
Enterprise Search
IT Knowledge Management
You can browse Leena AI's solutions by department, including IT, HR, Procurement, Finance, and Sales.
5. Freshservice
Freshservice is known for its robust ticketing functionality, excelling in various core IT use cases. Their Freddy AI automates tier-1 ticket resolution within Slack or Microsoft Teams.
But Freddy AI is just one aspect of the Freshservice platform, not their primary focus. In contrast, Risotto was purpose-built for AI IT ticket resolution. This singular focus lets us deliver deeper functionality and superior AI capabilities.
Beyond Freddy AI, Freshservice’s other use cases and capabilities include:
IT Service Management
IT Asset Management
IT Operations Management
Enterprise Service Management
6. Unthread
Unthread automates support via agentic AI and their core capabilities include:
Slack Channel Support: Track conversations in shared channels with customers.
Shared Email Inbox: Receive and send emails in one central place & sync with Slack.
AI-Generated Support: Automate support responses and insights using AI.
In-App Live Chat: Chat with customers in real-time from a specific Slack channel.
You can browse their solutions by department, including IT, HR, employee support, customer success, and customer support.
7. Zendesk
Zendesk is most commonly used by customer support teams. Oftentimes, IT teams will also use the same platform rather than purchasing a separate ticketing system (for pricing and efficiency reasons).
If your company has fewer than 500 employees and your customer support team is already using Zendesk, then this could be a good fit. Otherwise, large enterprises may find other ticketing and automation platforms work better for your needs.
While Zendesk offers AI-driven workflow automation, its IT tier-1 resolution capabilities are limited.
Some of their core features include:
AI agents
Conversational AI chatbot
Service desk
Copilot AI and automation
Messaging and live chat
Help center
Voice Quality assurance
Data privacy and protection
Workforce management
Social media messaging
Overall, Zendesk offers a great user experience and it’s a solid user-friendly, multi-channel SaaS product. You can browse their solutions by industry, including retail, financial services, education, government, manufacturing, software, healthcare, and telecommunications.
8. Tray
Tray is another agentic AI builder requiring manual configuration to achieve tier-1 automation.
Some of their core capabilities include:
Process automation
Data integration
API management
Agile connectivity
Integration marketplace
You can browse their solutions by use case, including IT onboarding, lead lifecycle, embedded integrations, order-to-cash, and e-commerce.
9. Kore.ai
Kore.ai is an AI agent platform that can be used to streamline tier-1 ticket resolution — although it wasn’t purpose-built for this like Risotto.
They categorize their AI offerings into three categories:
AI for Work (Employee Experience)
Intelligent Orchestrator
Enterprise Search
AI Agent Builder
Admin Controls
Pre-Built AI Agents for IT
Pre-Built AI Agents for HR
Pre-Built AI Agents for Recruiting
AI for Service (Customer Experience)
Intelligent AI Assistants
Contact Center Optimization
Agent Assistance Powered by Artificial Intelligence
Quality Assurance
Pre-Built AI Agents for Retail
Pre-Built AI Agents for Banking
Pre-Built AI Agents for Healthcare
AI for Process (Process Automation)
Process Automation
Prebuilt Process Templates
AI Analytics & Monitoring
Schedule a Demo Call and Experience Risotto in Action
Risotto delivers immediate tier-1 automation from day one with conversational AI and powerful natural language processing. Purpose-built for IT by IT, we invite you to schedule a demo call to learn more.