Helpdesk Automation Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2022-2027

Helpdesk Automation Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2022-2027

The global helpdesk automation market size reached US$ 4.8 Billion in 2021. Looking forward, IMARC Group expects the market to reach US$ 25.8 Billion by 2027, exhibiting a growth rate (CAGR) of 32.4% during 2022-2027. Keeping in mind the uncertainties of COVID-19, we are continuously tracking and evaluating the direct as well as the indirect influence of the pandemic on different end use industries. These insights are included in the report as a major market contributor.

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 2022-2027. 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:

Cloud Hosted
On-premise

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?


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

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