Ticketless Future with AI: Shamik Sharma on Revolutionising Work

In this Economic Times exclusive, Shamik Sharma, Head of ITSM Product at Atlassian, explains how AI is moving beyond assistance to quietly running core service workflows.Sharma shares how AI agents are already resolving over 50% of service requests without human intervention, marking a shift from reactive support to proactive resolution. He discusses why security must evolve from a checkpoint into an always-on, invisible layer that enables work rather than slows it down.The conversation also explores what leaders need to rethink next: rebuilding legacy processes for an AI-first world, coordinating multiple AI agents, and defining boundaries for organisational knowledge as adoption scales. With IT, HR, and marketing moving fastest, Sharma offers a clear view into how forward-looking teams are designing the next era of work.Watch the full conversation to understand how AI is shaping secure, seamless, and scalable work experiences.