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Kaseya has released what it describes as an agentic IT management platform, combining IT operations, cybersecurity and backup functions into a single AI-driven system designed to take action autonomously rather than simply surfacing recommendations.
The platform is powered by Kaseya Intelligence, the company’s AI engine built on data from more than 1 billion help desk tickets, 3 exabytes of backup data and 17 million managed endpoints.
The company argues the core difference between its approach and those of competitors is the inclusion of an execution layer. Where other vendors have added AI capabilities that generate insights for a human to act on, Kaseya’s platform is designed to close the loop – triaging tickets, containing threats and verifying backups without manual intervention.
Rania Succar, Chief Executive Officer of Kaseya, framed the launch as a response to what she sees as a fragmented approach to AI across the IT management industry.
“The industry doesn’t need another AI feature bolted onto a disconnected tool,” Succar remarked. “What MSPs and IT teams need is a platform that runs their operations – one that sees across every system, understands context and acts autonomously. That’s what we’ve built.”
Ticket Triage Goes Live
Among the first capabilities to ship is Ticket Triage, an AI-powered function that automatically categorises and routes support tickets. Kaseya is positioning this as the first in a series of what it calls Digital Specialists – autonomous agents designed to handle high-volume IT tasks.
Ticket Triage is now generally available for Autotask Ultimate customers. The company plans to release further Digital Specialists covering IT operations, cybersecurity and cyber resilience.
Koos Ligtenberg, Business Unit Director at Advisor ICT, pointed to categorisation errors as a persistent pain point.
“20 to 30 per cent of our tickets aren’t categorised correctly today,” Ligtenberg explained. “That creates all kinds of downstream issues – including billing inaccuracies. From what we’re seeing in early testing, we believe the Ticket Triage Digital Specialist will eliminate up to 80 per cent of those errors.”
Unified Backup Portal
Kaseya has also consolidated its backup capabilities into a single portal, bringing together on-premises, SaaS, endpoint and cloud backup. The aim is to reduce the tool sprawl that forces technicians to manage recovery and compliance across multiple disconnected vendors.
The Unified Cyber Resilience Portal includes AI-driven screenshot verification, compliance coverage including FIPS capabilities and FedRAMP readiness, and connected workflows with intelligent prioritisation.
Coverage is expanding across cloud and virtualisation workloads. Azure Files support is now generally available, extending Azure VM protection to file shares and unstructured data. Agentless Hyper-V backup is expected to follow in June 2026, allowing virtual machines to be protected without deploying individual agents.
SIEM For MSPs And Lean IT Teams
The third major component of the release is Kaseya SIEM, now generally available. The product is aimed at MSPs and internal IT teams that need security operations capabilities but lack the staffing for a dedicated security operations centre.
Kaseya SIEM unifies telemetry across endpoint, network, cloud, identity and email, correlating signals from more than 60 data sources. It includes automated response capabilities, tunable detection rules and 400-day log retention for compliance purposes.
For organisations that prefer not to run security operations in-house, Kaseya offers a managed option backed by a team of security analysts supported by Kaseya Intelligence.
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Platform Ambitions
The launches reflect a broader strategic push by Kaseya to move from a collection of individual tools to an integrated platform. The company has delivered more than 100 new features and enhancements in the past 90 days, according to its own count.
Kaseya Intelligence is embedded across the platform and will continue to underpin new capabilities across IT operations, cybersecurity and cyber resilience.
The company claims more than 40,000 organisations worldwide as customers. It is targeting MSPs and internal IT teams that are managing growing workloads with constrained resources and looking to reduce the number of disconnected tools in their environments.
Last Updated on April 29, 2026 by Nick Ross
