Industry
Taylor Halliday
Co-Founder
6 min
You’ve likely heard Moveworks described as a leading AI support solution, and now you’re looking for real Moveworks reviews to understand whether it’s worth the investment. It’s powerful for large enterprises with complex environments, but many mid-sized teams discover it brings more cost and complexity than they need. This guide breaks down how Moveworks works, what it costs, and the best alternatives to consider in 2025.
TLDR:
Moveworks costs $100-$200 per employee annually and typically requires multi-year contracts.
ServiceNow acquired Moveworks, creating uncertainty around future pricing and roadmap.
The Moveworks platform relies on deep enterprise integrations before it can deliver value.
Ravenna runs entirely in Slack with transparent pricing and faster deployment for mid-sized teams.
What is Moveworks and How Does it Work?
Moveworks is a cloud-based AI solution that automates employee support requests across IT, HR, finance, and facilities for large enterprises. Employees submit questions through chat interfaces in Microsoft Teams, Slack, email, or web portals, and the AI resolves issues without human intervention.
The system uses a proprietary Reasoning Engine to interpret requests like "I need access to Salesforce" or "My laptop won't connect to WiFi." It categorizes the intent and triggers the appropriate resolution workflow. Moveworks integrates with hundreds of enterprise applications including ServiceNow, Workday, and Salesforce, to execute multi-step workflows automatically.
A key differentiator is its ability to understand enterprise-specific jargon. The AI recognizes company-specific terms like internal conference room names, email distribution groups, and departmental abbreviations, which helps it interpret requests more accurately than generic chatbots.
Moveworks is built primarily for large global enterprises with complex environments. In these organizations, language barriers, multiple time zones, and heavy ticket volumes make automated chat-based support a major advantage for password resets, software access, troubleshooting, and more.
Moveworks Features
Moveworks automates the full ticket lifecycle by handling password resets, software provisioning, and common troubleshooting tasks without human input. When employees request VPN access or report login issues, the AI interprets intent, checks permissions, and completes the action across integrated systems.
Its automation extends beyond IT. HR teams use Moveworks to streamline onboarding tasks, answer payroll questions, and guide employees through benefits enrollment. Facilities teams rely on it for building access requests, desk reservations, and routing maintenance issues. This broad scope is one reason Moveworks fits best in enterprise environments with large, cross-functional support needs.
AI Infrastructure and Integration
Moveworks uses an agentic AI architecture that blends multiple LLMs with its proprietary MoveLM models. The Reasoning Engine processes requests in more than 100 languages and can execute multi-step actions across connected systems. Employees can use Moveworks through Microsoft Teams, Slack, email, or web portals, and the platform integrates with Salesforce, Workday, SAP, and hundreds of other enterprise applications.
The platform also includes real-time infrastructure monitoring that detects outages or performance issues before employees report them. When a problem is identified, Moveworks triggers automated remediation steps or alerts the appropriate support teams.
Customization and Analytics
Moveworks provides multiple ways that allow enterprises to customize how the system operates and the user experience:
Creator Studio builds conversational AI workflows for company-specific processes.
Knowledge Studio generates documentation by pulling from enterprise data sources
Employee Experience Insights provides service delivery optimization recommendations.
Real-time dashboards show assistant performance, resolution rates, and employee satisfaction. Moveworks also maintains SOC 2 and GDPR compliance through encryption, data governance controls, and configurable privacy settings. These customization and analytics capabilities are designed for organizations with mature processes and large volumes of internal data.
Moveworks Key Limitations and Gaps
Moveworks, while being a full-featured and powerful solution, has a number of key limitations and gaps that should weigh into the decision about whether to adopt their solution. These include:
Integration complexity
Cost barriers
ServiceNow acquisition
Integration Complexity
Moveworks requires deep integrations across your enterprise stack to function. The AI needs access to ServiceNow, Workday, Active Directory, and other systems before it can resolve requests autonomously. This creates a lengthy setup phase where IT teams must configure connections, map data fields, and train the system on company-specific terminology. But, initial configuration also extends beyond technical integration. You'll need to define approval workflows, customize response templates, and create guardrails for what the AI can execute without human review.
Cost Barriers
Moveworks charges between $100 and $200 per user annually, pushing total costs into six figures for mid-sized organizations. Multi-year contracts are standard, and onboarding spans several weeks to months. This pricing structure creates challenges for fast-scaling companies that need flexibility. The economics work for enterprises with thousands of employees where automation ROI justifies the investment. But smaller businesses face a different calculation where the overhead outweighs the benefits.
ServiceNow Acquisition Uncertainty
ServiceNow’s acquisition of Moveworks introduces transition risk for prospective customers. Acquisitions often lead to changes in product roadmaps, pricing structures, and support models. If you're considering Moveworks today, you're also betting on how ServiceNow will position and price the merged offering. This uncertainty is one reason many teams are exploring Moveworks alternatives with more predictable roadmaps.
Best Moveworks Alternative: Ravenna
Ravenna works directly inside your existing Slack workspace, where your team already collaborates. Employees can create tickets by adding an emoji to any message, using a slash command, or chatting with Ravenna directly. There are no separate portals, no context switching, and no training sessions required.
The AI handles request categorization and routing while learning from your Slack conversations. It automatically captures resolutions as knowledge articles and connects to your existing sources like Notion, Confluence, or Google Drive to pull answers when employees need them.
You Get A Flexible and Powerful ITSM Without Enterprise Complexity (Or Price Tag)
Ravenna integrates with tools mid-sized teams actually use, including Okta or Google Workspace for access requests, Jira or Linear for escalations, and your existing knowledge bases for self-service. The workflow builder automates approvals, onboarding, and provisioning without code or vendor dependencies.
Where Moveworks charges $100 to $200 per employee per year with multi-year commitments, Ravenna offers transparent pricing that scales with your team size. You get AI-powered deflection and automation without six-figure budgets or lengthy integration timelines.
Other Options Worth Considering
If a Slack-first approach doesn't fit your workflow, consider:
Freshservice for multi-channel support
Jira Service Management within the Atlassian ecosystem.
Aisera and Console for AI capabilities
Wrangle.io and Risotto for Slack workflows.
Serval for conversational ticketing.
The right choice depends on where your team collaborates and how much complexity you're willing to manage.
Final Thoughts On Selecting Moveworks As Your ITSM
Moveworks handles complex enterprise support scenarios, but the Moveworks pricing and integration requirements create barriers for mid-sized teams. Ravenna offers AI-powered ticketing and knowledge management inside Slack without six-figure budgets or lengthy setup. You can automate request routing, build workflows, and deflect common questions where your team already works.
FAQs
How much does Moveworks cost compared to Slack-native alternatives?
Moveworks charges $100 to $200 per employee annually with multi-year contracts, while Slack-native solutions like Ravenna offer transparent pricing that scales with team size without requiring six-figure budgets or lengthy commitments.
What's the main difference between Moveworks and Slack-first AI helpdesks?
Moveworks requires deep integrations across your enterprise stack and operates through multiple channels, while Slack-first solutions work entirely within your existing workspace where teams already collaborate, eliminating separate portals and context switching.
When should I consider a Moveworks alternative?
If you're a mid-sized team that works primarily in Slack, needs faster deployment than several weeks or months, or wants to avoid the complexity of enterprise-wide integrations, a Slack IT helpdesk software solution will deliver better ROI.
Can AI helpdesks learn from existing Slack conversations?
Yes, modern AI helpdesks automatically capture knowledge from Slack threads and convert resolved issues into searchable articles, building your knowledge base from actual team interactions without manual documentation work.
