According to our latest study on "Help Desk and Ticketing Software Market Size and Forecasts (2021 - 2031), Global and Regional Share, Trends, and Growth Opportunity Analysis - by component, Industry Vertical, Deployment, Organization Size," the help desk and ticketing software market size 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 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.
The US is a pioneer in adopting technically advanced solutions such as help desk and ticketing software. The country is home to the majority of market players such as Genesys, Zendesk, and SolarWinds Worldwide LLC. In addition, the majority of the players provide an omnichannel system. According to Zendesk's Customer Experience Trends Report 2020, approximately 82% of customers had ceased business with a company because of poor customer experience. Thus, companies from approximately all verticals increasingly adopt help desk and ticketing software for efficient customer service. The IT and non-IT companies and other customer-centric companies, as well as the manufacturing sector, are widely adopting the help desk and ticketing software to simplify customer support services.
The rapidly growing startups and expansion of international enterprises and SMEs in the UK are expected to offer several opportunities to the help desk and ticketing software providers in the coming years. The UK adopted a forward-thinking approach to adopting digital technologies in several industries, which has fostered the help desk and ticketing software market growth in the UK. The country is anticipated to be one of the key marketplaces for help desk and ticketing software owing to its numerous applications. According to the UK government, in December 2022, the UK tech industry reached a market value of US$ 1.0 trillion, recording a higher value than Germany and France.
Key Findings of Help Desk and Ticketing Software Market Study:
The global help desk and ticketing software market is segmented on the basis of component, deployment, enterprise size, and industry vertical. Based on component, the market is segmented into software and services. On the basis of deployment, the market is segment ed into cloud and on-premises. Based on industry vertical, the market is segmented into retail, government, manufacturing, healthcare, IT and telecom, and others. By geography, the help desk and ticketing software market is segmented into North America, Asia Pacific, Europe, the Middle East & Africa, and South & Central America.
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 in the help desk and ticketing software market share in 2023. Help desk and ticketing software assist telecom companies in managing their customer and vendor communications and facilitate collaborations across telecom companies. Irrespective of the platform on which a customer raises an issue, via e-mail or live chat, enterprises can capture all requests in a centralized manner. Help desk features such as internal collaboration, reports, self-service, and chatbots help businesses improve subscriber retention and exceed customer expectations. In August 2022, GoTo, the all-in-one business communications and IT support platform, announced the launch of IT helpdesk functionality within its GoTo Connect unified communications-as-a-service (UCaaS) offering. GoTo's expertise in IT support and management allows end users to submit a ticket from the GoTo app, enabling a consolidated view designed to help IT administrators accelerate query resolution.
Based on organization size, the market is divided into small and medium enterprises (SMEs) and large enterprises. The large enterprises segment held the largest help desk and ticketing software market share in 2023. In large companies, employees need a one-stop solution to solve issues inside and outside the IT sector. Help desk software can help HR departments implement service catalogs and employee self-service portals, which standardizes operations across different departments and makes it easier for everyone within the company to find what they need and act accordingly. Adopting help desk software as per the needs of an enterprise makes it easier to troubleshoot quickly within the corporate network without outside assistance. Large enterprises may leverage a ticketing system to receive and manage tickets raised for different departments, such as HR, legal, payroll, and administration.
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 Inc are among the key players profiled in the help desk and ticketing software market report. Several other major players were studied and analyzed during the help desk and ticketing software market analysis to get a holistic view of the market and its ecosystem. The help desk and ticketing software market also provides detailed market insights, which help the key players strategize their growth. The report includes growth prospects owing to the current help desk and ticketing software market trends and their foreseeable impact during the forecast period.
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