Help Desk and Ticketing Software Market Strategies, Top Players, Growth Opportunities, Analysis and Forecast by 2031

The help desk and ticketing software market size is expected to reach US$ 7.51 billion by 2031 from US$ 3.64 billion in 2023. The market is estimated to record a CAGR of 9.5% from 2023 to 2031. The emergence of self-service portals is likely to remain a key market trend in the coming years.

Help Desk and Ticketing Software Market Analysis

A rise in digitalization in the customer service industry has been propelling the demand for help desk and ticketing software. These software solutions help automate repetitive and administrative tasks, including client support operations. The flourishing trend of business automation with the help of digital solutions is fueling the use of this software. As per the press release of GoTo in August 2022, the company launched an IT helpdesk functionality within its GoTo Connect unified-communications-as-a-service (UCaaS) offering. By utilizing GoTo's expertise in IT support and management, users can now submit a ticket from the GoTo app, enabling a consolidated view designed to help shorten the query resolution time for IT administrators.

Help Desk and Ticketing Software Market Overview

The paradigm of the customer service sector has changed drastically since the onset of the COVID-19 pandemic. Help desk ticketing systems, which are critical to the customer experience, have transformed with time. Help desk ticketing helps address client support issues, thereby automating repetitive and time-consuming administrative processes. The primary goal of help desk and ticketing systems is to produce online tickets for queries and obtain the necessary solutions to solve those queries. This management system also provides an online platform for viewing raised queries and checking their status. Help desk and ticketing software solutions are widely used by businesses to organize, manage, and respond to service-related requests generated by customers via e-mails, phone, social media, and other channels. Help desk and ticketing software streamline support processes and provide analytics regarding customer engagement across all communication channels. These software solutions may also have additional features such as customer self-service and social customer service integrations or live chat software modules.

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Help Desk and Ticketing Software Market: Strategic Insights

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Help Desk and Ticketing Software Market Drivers and Opportunities

Benefits of Omnichannel Software Bolster Market

Businesses taking customer accessibility and feasibility into account are more likely to attract new customers, alongside retaining their present customer base. Moreover, the implementation of an efficient customer service helps them improve relationships with their clients. An omnichannel customer support service—managed via chat, e-mail, phone, social media, and other channels—is one of the effective ways of addressing an extensive number of customers. With the rise in digitalization, customers can now contact businesses through various platforms. An omnichannel help desk and ticketing software solution integrates various channels into a unified platform, allowing customers to contact support teams via these channels.

Customer support teams receive queries at a single interface, where they streamline their responses. The platforms ensure a smooth transition between different channels, and record the context and history of each query and response. Quicker and more personalized responses given by these software solutions further facilitate customer satisfaction and experiences. Such benefits bolster the use of omnichannel help desk and ticketing software. Therefore, various businesses across several industry verticals, such as retail, e-commerce, manufacturing, and government, are adopting this software to deliver consistent and high-quality services. Freshworks Inc., Ameyo, and HappyFox Inc. are the crucial omnichannel help desk and ticketing software providers operating in the market.

Advancements in Help Desk and Ticketing Software to Create Notable Opportunities in Market

Software companies are continuously engaging in integrating advanced technologies, features, and updates in their products to cater to their customers. In addition, they are focused on integrating help desk and ticketing software with other tools to streamline business processes and improve data sharing across different departments. In December 2022, Vision Helpdesk released Vision Helpdesk V5.6.8 Stable Version. This version has several new features along with bugs fixed from previous versions. The features added were WhatsApp integration, a live chat survey module, and a visitor invite feature for live chat, among others. Advanced technologies such as artificial intelligence (AI) and machine learning (ML) also help revolutionize the help desk and ticketing software. The integration of such technologies enables software solutions to predict customer needs, automate responses, and provide personalized customer interactions. AI can analyze and detect hidden patterns along with insights that can help improve customer service. With ML, past data can be used to provide more accurate solutions to customer queries. Thus, the integration of advanced technologies such as AI and ML, and multiple other connectivity features creates lucrative opportunities for help desk and ticketing software market players.

Help Desk and Ticketing Software Market Report Segmentation Analysis

Key segments that contributed to the derivation of the help desk and ticketing software market analysis are component, industry vertical, deployment, and organization size.

• Based on component, the market is divided into software and services. The software segment held a larger share of the help desk and ticketing software market in 2023.
• Based on industry vertical, the market is divided into retail, government, manufacturing, healthcare, hospitality, IT and telecom, and others. The IT and telecom segment held the largest share of the help desk and ticketing software market in 2023.
• Based on deployment, the market is divided into cloud-based and on-premises. The cloud-based segment held a larger share of the help desk and ticketing software market in 2023.
• Based on organization size, the market is divided into small and medium enterprises (SMEs) and large enterprises. The large enterprises segment accounted for a larger share of the help desk and ticketing software market in 2023.

Help Desk and Ticketing Software Market Share Analysis by Geography

• The help desk and ticketing software market is segmented into five major regions—North America, Europe, Asia Pacific (APAC), the Middle East & Africa (MEA), and South & Central America. North America dominated the market in 2023, followed by Europe and APAC, respectively.
• North America is a pioneer in adopting technically advanced solutions. The region is a hub for IT & telecom, healthcare, finance, and e-commerce sectors; all of these sectors heavily rely on efficient customer and internal support. Gaining insights into customer experience is crucial for companies in these sectors. Helpdesk software solutions enable them to resolve customer grievances faster and more efficiently by simply automating the complaint resolution process. Genesys, Zendesk, and SolarWinds Worldwide LLC., among others, are various help desk and ticketing software providers operating in North America.

Help Desk and Ticketing Software Market Regional Insights

The regional trends and factors influencing the Help Desk and Ticketing Software Market throughout the forecast period have been thoroughly explained by the analysts at Insight Partners. This section also discusses Help Desk and Ticketing Software Market segments and geography across North America, Europe, Asia Pacific, Middle East and Africa, and South and Central America.

Help Desk and Ticketing Software Market Report Scope

Help Desk and Ticketing Software Market Players Density: Understanding Its Impact on Business Dynamics

The Help Desk and Ticketing Software Market market is growing rapidly, driven by increasing end-user demand due to factors such as evolving consumer preferences, technological advancements, and greater awareness of the product's benefits. As demand rises, businesses are expanding their offerings, innovating to meet consumer needs, and capitalizing on emerging trends, which further fuels market growth.

Market players density refers to the distribution of firms or companies operating within a particular market or industry. It indicates how many competitors (market players) are present in a given market space relative to its size or total market value.

Major Companies operating in the Help Desk and Ticketing Software Market are:

1. Zendesk Inc
2. Genesys
3. Zoho Corp Pvt Ltd
4. Freshworks Inc
5. TEXT S.A.
6. SolarWinds Worldwiden LLC

Disclaimer: The companies listed above are not ranked in any particular order.

Help Desk and Ticketing Software Market News and Recent Developments

The help desk and ticketing software market is evaluated by gathering qualitative and quantitative data post primary and secondary research, which includes important corporate publications, association data, and databases. A few of the developments in the help desk and ticketing software market are listed below:

• Zendesk launched Zendesk AI-powered autonomous AI agents, workflow automation, agent copilot, and workforce management (WFM) and quality assurance (QA) capabilities. Zendesk AI is meant to add value by automating tasks and routing tickets, allowing enterprises to respond to customers faster and enabling associates to focus on high-value activities such as proactive sales motions.

(Source: Zendesk, Press Release, April 2024)

• SysAid, a leading provider of IT and enterprise service management solutions, announced its partnership with BDO South Africa, a part of BDO Global’s international network of public accounting, tax, and advisory firms providing professional services in 166 countries with over 1,776 offices worldwide. The partnership between SysAid and BDO in South Africa represents a powerful synergy that promises unparalleled value for organizations looking to increase their productivity. SysAid and BDO SA aim to deliver cutting-edge AI for ITSM (i.e., IT service management) to companies and industries of all sizes in South Africa.

(Source: SysAid, Press Release, March 2024)

Help Desk and Ticketing Software Market Report Coverage and Deliverables

The "Help Desk and Ticketing Software Market Size and Forecast (2021–2031)" provides a detailed analysis of the market covering the areas mentioned below:

• Help desk and ticketing software market size and forecast at global, regional, and country levels for all the key market segments covered under the scope
• Help desk and ticketing software market trends as well as market dynamics such as drivers, restraints, and key opportunities
• Detailed PEST/Porter’s Five Forces and SWOT analysis
• Help desk and ticketing software market analysis covering key market trends, global and regional framework, major players, regulations, and recent market developments
• Industry landscape and competition analysis covering market concentration, heat map analysis, prominent players, and recent developments for the help desk and ticketing software market
• Detailed company profiles