Help Desk and Ticketing Software Market is expected to reach US$ 7.51 Billion by 2031

Emphasis on Remote Work Integration to Fuel Help Desk and Ticketing Software Market Growth During Forecast Period 

According to our latest study, “Help Desk and Ticketing Software Market Size and Forecast (2021–2031), Global and Regional Share, Trend, and Growth Opportunity Analysis – by Component, Technology, End User, and Geography," the market was valued at US$ 3.64 billion in 2023 and is expected to reach US$ 7.51 billion by 2031; it is estimated to record a CAGR of 9.5% from 2023 to 2031. The report includes growth prospects owing to the current help desk and ticketing software market trends and their foreseeable impact during the forecast period.

After getting huge traction during the COVID-19 pandemic, remote work culture has become a choice of operation in many businesses. Employers had to go digital to run their operations amid the health crisis in 2020 and 2021. The increased productivity of employees working from home compelled businesses to continue with the remote work format even after the subsidence of the pandemic. Several studies and surveys have stated that the productivity of remote-based employees has been much higher than that of those working from an office. Nonetheless, employees prefer the work-from-home model. According to Buffer’s State Of Remote Work 2021 based on a survey, over 97% of the respondents admitted that they would like to work remotely at least some of the time for the rest of their careers, and 97% recommend remote work to others. The responses were carried out with the help of over 2,300 remote workers.

Help desk and ticketing software Market Analysis — by Geography

Source: The Insight Partners Analysis

IT service management needs are rising to handle the queries and requests raised as a part of remote working. As remote work becomes more prevalent, the need for help desk and ticketing systems is growing to effectively support team members scattered across various locations. These solutions help technicians or operators to collaborate and operate with greater efficiency, further allowing them to quickly resolve user requests. According to Zendesk, average ticket volume rose by 16% in 2021 since the onset of the pandemic. Further, 1,400 respondents in the Hubspot 2021 State of Service survey stated that the use of help desk software surged by 11 points in 2021 compared to 2020.

Companies in the help desk and ticketing market are launching solutions to cater to the demand of businesses working in remote working formats. In February 2021, HappyFox, Inc., a top-rated help desk platform maker, announced the release of HappyFox Assist AI solution. This new product empowers IT and HR teams to leverage AI to auto-resolve repetitive question. Assist AI from HappyFox is the most comprehensive AI-powered conversational support product in the market. Assist AI seamlessly integrates with Slack, and it is compatible with knowledge base tools such as Confluence and ticketing systems such as Zendesk and HappyFox Help Desk, making it perfect for primary communications in companies operating with work-from-home or hybrid models.  

Zendesk Inc, Genesys, Zoho Corp Pvt Ltd, Freshworks Inc, TEXT S.A., SolarWinds Worldwiden LLC, Atlassian Corp, ServiceNow Inc, SysAid, Exotel Techcom Pvt Ltd, clickdesk.com; ProProfs; InvGate; Desku Inc; Hiver; Intercom; Atera Networks Ltd.; JPK Software Solutions Pvt. Ltd.; OTRS AG; Rother OSS GmbH; and Help Scout PBC and Salesforce Inc are among the key players profiled in the help desk and ticketing software market report. Several other major players were also studied and analyzed during the market study to get a holistic view of the market and its ecosystem.

The report includes the help desk and ticketing software market forecast by component, deployment, enterprise size, industry vertical, and geography from 2021 to 2031. On the basis of deployment, the market is segmented into cloud and on-premises. The cloud-based segment held the major help desk and ticketing software market share in 2023. Cloud-based help desk and ticketing management provides better scalability and agility than on-premise management. A cloud-based customer support platform centralizes and manages customer inquiries through support tickets. It simplifies case resolution, offers automation, and provides multichannel support. Further, cloud computing offers an affordable option compared to onsite storage solutions for a company of any size.

The geographic scope of the help desk and ticketing software market report focuses on North America (US, Canada, and Mexico), Europe (Spain, UK, Germany, France, Italy, and Rest of Europe), Asia Pacific (South Korea, China, India, Japan, Australia, and Rest of Asia Pacific), Middle East & Africa (South Africa, Saudi Arabia, UAE, and Rest of Middle East & Africa), and South & Central America (Brazil, Argentina, and Rest of South & Central America). North America dominated the market in 2023, followed by Europe and APAC, respectively.

The help desk and ticketing software market in Asia Pacific is segmented into Australia, India, China, Japan, South Korea, and the Rest of Asia Pacific. North America held major help desk and ticketing software market share in 2023. The market in this region is growing due to the increasing number of retailers, surging adoption of digital transformation, and rising importance of customer experience. For example, in May 2024, LVMH Group (a leading luxury goods group) and Alibaba Group (an e-commerce and technology powerhouse) expanded their strategic partnership to enhance the former's omnichannel presence in China. The expansion aims to extend the boundary of luxury experience in the country by maximizing Alibaba's cloud technologies through AI-powered solutions in retail and online with the e-commerce portal Tmall. The agreement underlines both companies' commitment to pioneering retail innovation and offering tech-driven luxury experiences. The implementation of this digital strategy has enabled LVMH Group to develop novel applications and services. The flourishing omnichannel businesses and the implementation of digital strategies create business opportunities for the help desk and ticketing software market growth in Asia Pacific countries.

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