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Press Release:

Global Helpdesk Automation Market to Grow at 20% during 2020-2025, Spurred by Rising Adoption of Artificial Intelligence

COVID-19
The pandemic continues to cause unprecedented disruption across industries worldwide.
Get detailed insights regarding the impact of COVID-19 on the market.

Helpdesk Automation Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2021-2026

Market Overview:

The global helpdesk automation market exhibited strong growth during 2015-2020. Looking forward, IMARC Group expects the market to grow at a CAGR of 23.6% during 2021-2026. 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 for growth at the global, regional and country level from 2021-2026. 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, Axios Systems, BMC Software, CA Technologies, Frontrange Solutions, Happyfox, Resolve Systems, ServiceNow, Sunrise Software, SunView Software, Vision Helpdesk, etc.

Report Coverage:

Report Features Details
Base Year of the Analysis 2020
Historical Period 2015-2020
Forecast Period 2021-2026
Units US$ Billion
Segment Coverage Product Type, Deployment, Organization Type, Vertical, Region
Region Covered  Asia Pacific, Europe, North America, Latin America, Middle East and Africa
Countries Covered United States, Canada, Germany, France, United Kingdom, Italy, Spain, Russia, China, Japan, India, South Korea, Australia, Indonesia, Brazil, Mexico
Companies Covered Atlassian, Axios Systems, BMC Software, CA Technologies, Frontrange Solutions, Happyfox, Resolve Systems, ServiceNow, Sunrise Software, SunView Software and Vision Helpdesk
Customization Scope 10% Free Customization
Report Price and Purchase Option Single User License: US$ 2299
Five User License: US$ 3399
Corporate License: US$ 4499
Post-Sale Analyst Support 10-12 Weeks
Delivery Format PDF and Excel through Email (We can also provide the editable version of the report in PPT/Word format on special request)


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
           15.3.1.1 Company Overview
           15.3.1.2 Product Portfolio 
        15.3.2    Axios Systems
           15.3.2.1 Company Overview
           15.3.2.2 Product Portfolio 
           15.3.2.3 Financials
        15.3.3    BMC Software
           15.3.3.1 Company Overview
           15.3.3.2 Product Portfolio 
           15.3.3.3 SWOT Analysis
        15.3.4    CA Technologies
           15.3.4.1 Company Overview
           15.3.4.2 Product Portfolio 
        15.3.5    Frontrange Solutions
           15.3.5.1 Company Overview
           15.3.5.2 Product Portfolio 
        15.3.6    Happyfox
           15.3.6.1 Company Overview
           15.3.6.2 Product Portfolio 
        15.3.7    Resolve Systems 
           15.3.7.1 Company Overview
           15.3.7.2 Product Portfolio 
        15.3.8    ServiceNow
           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 
           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 

List of Figures

Figure 1: Global: Helpdesk Automation Market: Major Drivers and Challenges
Figure 2: Global: Helpdesk Automation Market: Sales Value (in Billion US$), 2015-2020
Figure 3: Global: Helpdesk Automation Market: Breakup by Product Type (in %), 2020
Figure 4: Global: Helpdesk Automation Market: Breakup by Deployment (in %), 2020
Figure 5: Global: Helpdesk Automation Market: Breakup by Organization Type (in %), 2020
Figure 6: Global: Helpdesk Automation Market: Breakup by Vertical (in %), 2020
Figure 7: Global: Helpdesk Automation Market: Breakup by Region (in %), 2020
Figure 8: Global: Helpdesk Automation Market Forecast: Sales Value (in Billion US$), 2021-2026
Figure 9: Global: Helpdesk Automation (Incident Management Systems) Market: Sales Value (in Million US$), 2015 & 2020
Figure 10: Global: Helpdesk Automation (Incident Management Systems) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 11: Global: Helpdesk Automation (Knowledge-Based Systems) Market: Sales Value (in Million US$), 2015 & 2020
Figure 12: Global: Helpdesk Automation (Knowledge-Based Systems) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 13: Global: Helpdesk Automation (Self-service Reset Password) Market: Sales Value (in Million US$), 2015 & 2020
Figure 14: Global: Helpdesk Automation (Self-service Reset Password) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 15: Global: Helpdesk Automation (Other Product Types) Market: Sales Value (in Million US$), 2015 & 2020
Figure 16: Global: Helpdesk Automation (Other Product Types) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 17: Global: Helpdesk Automation (Cloud Hosted) Market: Sales Value (in Million US$), 2015 & 2020
Figure 18: Global: Helpdesk Automation (Cloud Hosted) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 19: Global: Helpdesk Automation (On-premise) Market: Sales Value (in Million US$), 2015 & 2020
Figure 20: Global: Helpdesk Automation (On-premise) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 21: Global: Helpdesk Automation (Large Enterprises) Market: Sales Value (in Million US$), 2015 & 2020
Figure 22: Global: Helpdesk Automation (Large Enterprises) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 23: Global: Helpdesk Automation (Small and Medium Enterprises) Market: Sales Value (in Million US$), 2015 & 2020
Figure 24: Global: Helpdesk Automation (Small and Medium Enterprises) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 25: Global: Helpdesk Automation (IT and Telecom) Market: Sales Value (in Million US$), 2015 & 2020
Figure 26: Global: Helpdesk Automation (IT and Telecom) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 27: Global: Helpdesk Automation (BFSI) Market: Sales Value (in Million US$), 2015 & 2020
Figure 28: Global: Helpdesk Automation (BFSI) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 29: Global: Helpdesk Automation (Government) Market: Sales Value (in Million US$), 2015 & 2020
Figure 30: Global: Helpdesk Automation (Government) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 31: Global: Helpdesk Automation (Education) Market: Sales Value (in Million US$), 2015 & 2020
Figure 32: Global: Helpdesk Automation (Education) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 33: Global: Helpdesk Automation (Healthcare) Market: Sales Value (in Million US$), 2015 & 2020
Figure 34: Global: Helpdesk Automation (Healthcare) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 35: Global: Helpdesk Automation (Manufacturing) Market: Sales Value (in Million US$), 2015 & 2020
Figure 36: Global: Helpdesk Automation (Manufacturing) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 37: Global: Helpdesk Automation (Automotive) Market: Sales Value (in Million US$), 2015 & 2020
Figure 38: Global: Helpdesk Automation (Automotive) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 39: Global: Helpdesk Automation (Retail) Market: Sales Value (in Million US$), 2015 & 2020
Figure 40: Global: Helpdesk Automation (Retail) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 41: Global: Helpdesk Automation (Others) Market: Sales Value (in Million US$), 2015 & 2020
Figure 42: Global: Helpdesk Automation (Others) Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 43: North America: Helpdesk Automation Market: Sales Value (in Million US$), 2015 & 2020
Figure 44: North America: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 45: United States: Helpdesk Automation Market: Sales Value (in Million US$), 2015 & 2020
Figure 46: United States: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 47: Canada: Helpdesk Automation Market: Sales Value (in Million US$), 2015 & 2020
Figure 48: Canada: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 49: Asia Pacific: Helpdesk Automation Market: Sales Value (in Million US$), 2015 & 2020
Figure 50: Asia Pacific: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 51: China: Helpdesk Automation Market: Sales Value (in Million US$), 2015 & 2020
Figure 52: China: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 53: Japan: Helpdesk Automation Market: Sales Value (in Million US$), 2015 & 2020
Figure 54: Japan: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 55: India: Helpdesk Automation Market: Sales Value (in Million US$), 2015 & 2020
Figure 56: India: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 57: South Korea: Helpdesk Automation Market: Sales Value (in Million US$), 2015 & 2020
Figure 58: South Korea: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 59: Australia: Helpdesk Automation Market: Sales Value (in Million US$), 2015 & 2020
Figure 60: Australia: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 61: Indonesia: Helpdesk Automation Market: Sales Value (in Million US$), 2015 & 2020
Figure 62: Indonesia: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 63: Others: Helpdesk Automation Market: Sales Value (in Million US$), 2015 & 2020
Figure 64: Others: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 65: Europe: Helpdesk Automation Market: Sales Value (in Million US$), 2015 & 2020
Figure 66: Europe: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 67: Germany: Helpdesk Automation Market: Sales Value (in Million US$), 2015 & 2020
Figure 68: Germany: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 69: France: Helpdesk Automation Market: Sales Value (in Million US$), 2015 & 2020
Figure 70: France: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 71: United Kingdom: Helpdesk Automation Market: Sales Value (in Million US$), 2015 & 2020
Figure 72: United Kingdom: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 73: Italy: Helpdesk Automation Market: Sales Value (in Million US$), 2015 & 2020
Figure 74: Italy: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 75: Spain: Helpdesk Automation Market: Sales Value (in Million US$), 2015 & 2020
Figure 76: Spain: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 77: Russia: Helpdesk Automation Market: Sales Value (in Million US$), 2015 & 2020
Figure 78: Russia: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 79: Others: Helpdesk Automation Market: Sales Value (in Million US$), 2015 & 2020
Figure 80: Others: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 81: Latin America: Helpdesk Automation Market: Sales Value (in Million US$), 2015 & 2020
Figure 82: Latin America: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 83: Brazil: Helpdesk Automation Market: Sales Value (in Million US$), 2015 & 2020
Figure 84: Brazil: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 85: Mexico: Helpdesk Automation Market: Sales Value (in Million US$), 2015 & 2020
Figure 86: Mexico: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 87: Others: Helpdesk Automation Market: Sales Value (in Million US$), 2015 & 2020
Figure 88: Others: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 89: Middle East and Africa: Helpdesk Automation Market: Sales Value (in Million US$), 2015 & 2020
Figure 90: Middle East and Africa: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2021-2026
Figure 91: Global: Helpdesk Automation Industry: SWOT Analysis
Figure 92: Global: Helpdesk Automation Industry: Value Chain Analysis
Figure 93: Global: Helpdesk Automation Industry: Porter’s Five Forces Analysis

List of Tables

Table 1: Global: Helpdesk Automation Market: Key Industry Highlights, 2020 and 2026
Table 2: Global: Helpdesk Automation Market Forecast: Breakup by Product Type (in Million US$), 2021-2026
Table 3: Global: Helpdesk Automation Market Forecast: Breakup by Deployment (in Million US$), 2021-2026
Table 4: Global: Helpdesk Automation Market Forecast: Breakup by Organization Type (in Million US$), 2021-2026
Table 5: Global: Helpdesk Automation Market Forecast: Breakup by Vertical (in Million US$), 2021-2026
Table 6: Global: Helpdesk Automation Market Forecast: Breakup by Region (in Million US$), 2021-2026
Table 7: Global: Helpdesk Automation Market: Competitive Structure
Table 8: Global: Helpdesk Automation Market: Key Players        

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