Operations | Monitoring | ITSM | DevOps | Cloud

As a product manager at Upsun with a computer engineering background, Kateryna Dvornichenko had spent months researching competing tools in the agentic development space, running tests, comparing features, and building a picture of where the market was heading. She realized the tools were impressive, but something kept standing out. "Collaboration was not the strong point of any of them," she says. "Everyone stays on their own machine with their own setup.".

AI ticketing puts machine learning and language models to work on the IT help desk. An AI ticketing system reads tickets, sorts them, routes them, drafts replies, and resolves routine requests without a technician.

Enterprise AI agent programs overspend because leaders optimize token costs, which represent just 20-25% of variable run costs. Human oversight accounts for 70-75%. The real fix is reducing exception rates and embedding governance directly into agent execution from the start.

AI gross margin is what remains of SaaS profitability after inference, model routing, and AI infrastructure land in cost of revenue. The numbers have moved. AI products averaged 45% gross margin in 2025 and are projected near 53% in 2026, against the 70% to 85% that SaaS built its valuations on. The compression is real, measurable, and manageable for companies that can see their cost to serve.