Product Code: SR1523A139_Report
The global helpdesk automation market size reached US$ 6.3 Billion in 2022. Looking forward, IMARC Group expects the market to reach US$ 33.7 Billion by 2028, exhibiting a growth rate (CAGR) of 32.1% during 2023-2028.
Helpdesk automation refers to automated customer support and ticket management solution that is used for resolving issues and queries of customers and internal staff. It is a crucial component of customer engagement centers (CECs) as it minimizes repetitive tasks and interactions for service agents, enables smart ticket assignment, automates follow-ups and streamlines organizational workflow. It replaces the level one (executive) support and low-value processes to minimize support costs and provide transparency, enhanced productivity and improved consumer experience.
Rapid industrialization, along with the growing demand for business process optimization across the globe, is one of the key factors driving the market growth. Helpdesk automation aids in automatically tracking the tickets generated, staff assignment, performance and customer feedback through notifications and dedicated dashboards. Furthermore, increasing utilization of artificial intelligence (AI) and machine learning (ML) across various industries is also providing a boost to the market growth. AI provides interactive conversational platforms, such as chatbots and virtual support agents that can directly address the customers' requirements. On the other hand, ML can assist in conducting predictive analytics for demand planning, incident management and workflow improvement. Significant growth in the information technology (IT) and e-commerce industries is also creating a positive outlook for the market. Helpdesk automation software can solve consumer's queries regarding the products, shipping fees and return policies and assist them in completing the purchase on online portals. Other factors, including rapid urbanization, increasing integration with the Internet of Things (IoT) and cloud-based technologies and extensive research and development (R&D) activities, are projected to drive the market further.
Key Market Segmentation:
- IMARC Group provides an analysis of the key trends in each sub-segment of the global helpdesk automation market report, along with forecasts at the global, regional and country level from 2023-2028. Our report has categorized the market based on product type, deployment, organization type and vertical.
Breakup by Product Type:
- Incident Management Systems
- Knowledge-Based Systems
- Self-service Reset Password
- Others
Breakup by Deployment:
Breakup by Organization Type:
- Large Enterprises
- Small and Medium Enterprises
Breakup by Vertical:
- IT and Telecom
- BFSI
- Government
- Education
- Healthcare
- Manufacturing
- Automotive
- Retail
- Others
Breakup by Region:
- North America
- United States
- Canada
- Asia Pacific
- China
- Japan
- India
- South Korea
- Australia
- Indonesia
- Others
- Europe
- Germany
- France
- United Kingdom
- Italy
- Spain
- Russia
- Others
- Latin America
- Brazil
- Mexico
- Others
- Middle East and Africa
Competitive Landscape:
- The competitive landscape of the industry has also been examined with some of the key players being Atlassian Pty Ltd., AXIOS SYSTEMS PLC, BMC Software, Inc., Broadcom, Inc., Ivanti, Inc., HappyFox Inc., Resolve Systems, LLC, ServiceNow, Inc., Sunrise Software Limited, SunView Software, and Vision Helpdesk, etc.
Key Questions Answered in This Report:
- How has the global helpdesk automation market performed so far and how will it perform in the coming years?
- What are the key regional markets?
- What has been the impact of COVID-19 on the global helpdesk automation market?
- What is the breakup of the market based on the product type?
- What is the breakup of the market based on the deployment?
- What is the breakup of the market based on the organization type?
- What is the breakup of the market based on the vertical?
- What are the various stages in the value chain of the industry?
- What are the key driving factors and challenges in the industry?
- What is the structure of the global helpdesk automation market and who are the key players?
- What is the degree of competition in the industry?
Table of Contents
1 Preface
2 Scope and Methodology
- 2.1 Objectives of the Study
- 2.2 Stakeholders
- 2.3 Data Sources
- 2.3.1 Primary Sources
- 2.3.2 Secondary Sources
- 2.4 Market Estimation
- 2.4.1 Bottom-Up Approach
- 2.4.2 Top-Down Approach
- 2.5 Forecasting Methodology
3 Executive Summary
4 Introduction
- 4.1 Overview
- 4.2 Key Industry Trends
5 Global Helpdesk Automation Market
- 5.1 Market Overview
- 5.2 Market Performance
- 5.3 Impact of COVID-19
- 5.4 Market Forecast
6 Market Breakup by Product Type
- 6.1 Incident Management Systems
- 6.1.1 Market Trends
- 6.1.2 Market Forecast
- 6.2 Knowledge-Based Systems
- 6.2.1 Market Trends
- 6.2.2 Market Forecast
- 6.3 Self-service Reset Password
- 6.3.1 Market Trends
- 6.3.2 Market Forecast
- 6.4 Others
- 6.4.1 Market Trends
- 6.4.2 Market Forecast
7 Market Breakup by Deployment
- 7.1 Cloud Hosted
- 7.1.1 Market Trends
- 7.1.2 Market Forecast
- 7.2 On-premise
- 7.2.1 Market Trends
- 7.2.2 Market Forecast
8 Market Breakup by Organization Type
- 8.1 Large Enterprises
- 8.1.1 Market Trends
- 8.1.2 Market Forecast
- 8.2 Small and Medium Enterprises
- 8.2.1 Market Trends
- 8.2.2 Market Forecast
9 Market Breakup by Vertical
- 9.1 IT and Telecom
- 9.1.1 Market Trends
- 9.1.2 Market Forecast
- 9.2 BFSI
- 9.2.1 Market Trends
- 9.2.2 Market Forecast
- 9.3 Government
- 9.3.1 Market Trends
- 9.3.2 Market Forecast
- 9.4 Education
- 9.4.1 Market Trends
- 9.4.2 Market Forecast
- 9.5 Healthcare
- 9.5.1 Market Trends
- 9.5.2 Market Forecast
- 9.6 Manufacturing
- 9.6.1 Market Trends
- 9.6.2 Market Forecast
- 9.7 Automotive
- 9.7.1 Market Trends
- 9.7.2 Market Forecast
- 9.8 Retail
- 9.8.1 Market Trends
- 9.8.2 Market Forecast
- 9.9 Others
- 9.9.1 Market Trends
- 9.9.2 Market Forecast
10 Market Breakup by Region
- 10.1 North America
- 10.1.1 United States
- 10.1.1.1 Market Trends
- 10.1.1.2 Market Forecast
- 10.1.2 Canada
- 10.1.2.1 Market Trends
- 10.1.2.2 Market Forecast
- 10.2 Asia Pacific
- 10.2.1 China
- 10.2.1.1 Market Trends
- 10.2.1.2 Market Forecast
- 10.2.2 Japan
- 10.2.2.1 Market Trends
- 10.2.2.2 Market Forecast
- 10.2.3 India
- 10.2.3.1 Market Trends
- 10.2.3.2 Market Forecast
- 10.2.4 South Korea
- 10.2.4.1 Market Trends
- 10.2.4.2 Market Forecast
- 10.2.5 Australia
- 10.2.5.1 Market Trends
- 10.2.5.2 Market Forecast
- 10.2.6 Indonesia
- 10.2.6.1 Market Trends
- 10.2.6.2 Market Forecast
- 10.2.7 Others
- 10.2.7.1 Market Trends
- 10.2.7.2 Market Forecast
- 10.3 Europe
- 10.3.1 Germany
- 10.3.1.1 Market Trends
- 10.3.1.2 Market Forecast
- 10.3.2 France
- 10.3.2.1 Market Trends
- 10.3.2.2 Market Forecast
- 10.3.3 United Kingdom
- 10.3.3.1 Market Trends
- 10.3.3.2 Market Forecast
- 10.3.4 Italy
- 10.3.4.1 Market Trends
- 10.3.4.2 Market Forecast
- 10.3.5 Spain
- 10.3.5.1 Market Trends
- 10.3.5.2 Market Forecast
- 10.3.6 Russia
- 10.3.6.1 Market Trends
- 10.3.6.2 Market Forecast
- 10.3.7 Others
- 10.3.7.1 Market Trends
- 10.3.7.2 Market Forecast
- 10.4 Latin America
- 10.4.1 Brazil
- 10.4.1.1 Market Trends
- 10.4.1.2 Market Forecast
- 10.4.2 Mexico
- 10.4.2.1 Market Trends
- 10.4.2.2 Market Forecast
- 10.4.3 Others
- 10.4.3.1 Market Trends
- 10.4.3.2 Market Forecast
- 10.5 Middle East and Africa
- 10.5.1 Market Trends
- 10.5.2 Market Breakup by Country
- 10.5.3 Market Forecast
11 SWOT Analysis
- 11.1 Overview
- 11.2 Strengths
- 11.3 Weaknesses
- 11.4 Opportunities
- 11.5 Threats
12 Value Chain Analysis
13 Porters Five Forces Analysis
- 13.1 Overview
- 13.2 Bargaining Power of Buyers
- 13.3 Bargaining Power of Suppliers
- 13.4 Degree of Competition
- 13.5 Threat of New Entrants
- 13.6 Threat of Substitutes
14 Price Indicators
15 Competitive Landscape
- 15.1 Market Structure
- 15.2 Key Players
- 15.3 Profiles of Key Players
- 15.3.1 Atlassian Pty Ltd.
- 15.3.1.1 Company Overview
- 15.3.1.2 Product Portfolio
- 15.3.2 AXIOS SYSTEMS PLC
- 15.3.2.1 Company Overview
- 15.3.2.2 Product Portfolio
- 15.3.2.3 Financials
- 15.3.3 BMC Software, Inc.
- 15.3.3.1 Company Overview
- 15.3.3.2 Product Portfolio
- 15.3.3.3 SWOT Analysis
- 15.3.4 Broadcom, Inc.
- 15.3.4.1 Company Overview
- 15.3.4.2 Product Portfolio
- 15.3.5 Ivanti, Inc.
- 15.3.5.1 Company Overview
- 15.3.5.2 Product Portfolio
- 15.3.6 HappyFox Inc.
- 15.3.6.1 Company Overview
- 15.3.6.2 Product Portfolio
- 15.3.7 Resolve Systems, LLC
- 15.3.7.1 Company Overview
- 15.3.7.2 Product Portfolio
- 15.3.8 ServiceNow, Inc.
- 15.3.8.1 Company Overview
- 15.3.8.2 Product Portfolio
- 15.3.8.3 Financials
- 15.3.8.4 SWOT Analysis
- 15.3.9 Sunrise Software Limited
- 15.3.9.1 Company Overview
- 15.3.9.2 Product Portfolio
- 15.3.10 SunView Software
- 15.3.10.1 Company Overview
- 15.3.10.2 Product Portfolio
- 15.3.11 Vision Helpdesk
- 15.3.11.1 Company Overview
- 15.3.11.2 Product Portfolio