• Phone: +1-631-791-1145
  • Email: sales@imarcgroup.com

*As the coronavirus disease (COVID-19) crisis takes over the world, we are continuously tracking the changes in the markets, as well as the purchase behaviours of the consumers globally and our estimates about the latest market trends and forecasts are being done after considering the impact of this pandemic.

Helpdesk Automation Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2020-2025

The global helpdesk automation market is currently witnessing robust growth. 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.

Global Helpdesk Automation Market

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. Looking forward, IMARC Group expects the market to register a CAGR of around 20% during 2020-2025.


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.


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 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    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 End-Use
    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
    12.1    Overview
    12.2    Inbound Logistics
    12.3    Operations
    12.4    Outbound Logistics
    12.5    Marketing and Sales
    12.6    Service
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$), 2014-2019
Figure 3: Global: Helpdesk Automation Market: Breakup by Product Type (in %), 2019
Figure 4: Global: Helpdesk Automation Market: Breakup by Deployment (in %), 2019
Figure 5: Global: Helpdesk Automation Market: Breakup by Organization Type (in %), 2019
Figure 6: Global: Helpdesk Automation Market: Breakup by Vertical (in %), 2019
Figure 7: Global: Helpdesk Automation Market: Breakup by Region (in %), 2019
Figure 8: Global: Helpdesk Automation Market Forecast: Sales Value (in Billion US$), 2020-2025
Figure 9: Global: Helpdesk Automation (Incident Management Systems) Market: Sales Value (in Million US$), 2014 & 2019
Figure 10: Global: Helpdesk Automation (Incident Management Systems) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 11: Global: Helpdesk Automation (Knowledge-Based Systems) Market: Sales Value (in Million US$), 2014 & 2019
Figure 12: Global: Helpdesk Automation (Knowledge-Based Systems) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 13: Global: Helpdesk Automation (Self-service Reset Password) Market: Sales Value (in Million US$), 2014 & 2019
Figure 14: Global: Helpdesk Automation (Self-service Reset Password) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 15: Global: Helpdesk Automation (Other Product Types) Market: Sales Value (in Million US$), 2014 & 2019
Figure 16: Global: Helpdesk Automation (Other Product Types) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 17: Global: Helpdesk Automation (Cloud Hosted) Market: Sales Value (in Million US$), 2014 & 2019
Figure 18: Global: Helpdesk Automation (Cloud Hosted) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 19: Global: Helpdesk Automation (On-premise) Market: Sales Value (in Million US$), 2014 & 2019
Figure 20: Global: Helpdesk Automation (On-premise) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 21: Global: Helpdesk Automation (Large Enterprises) Market: Sales Value (in Million US$), 2014 & 2019
Figure 22: Global: Helpdesk Automation (Large Enterprises) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 23: Global: Helpdesk Automation (Small and Medium Enterprises) Market: Sales Value (in Million US$), 2014 & 2019
Figure 24: Global: Helpdesk Automation (Small and Medium Enterprises) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 25: Global: Helpdesk Automation (IT and Telecom) Market: Sales Value (in Million US$), 2014 & 2019
Figure 26: Global: Helpdesk Automation (IT and Telecom) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 27: Global: Helpdesk Automation (BFSI) Market: Sales Value (in Million US$), 2014 & 2019
Figure 28: Global: Helpdesk Automation (BFSI) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 29: Global: Helpdesk Automation (Government) Market: Sales Value (in Million US$), 2014 & 2019
Figure 30: Global: Helpdesk Automation (Government) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 31: Global: Helpdesk Automation (Education) Market: Sales Value (in Million US$), 2014 & 2019
Figure 32: Global: Helpdesk Automation (Education) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 33: Global: Helpdesk Automation (Healthcare) Market: Sales Value (in Million US$), 2014 & 2019
Figure 34: Global: Helpdesk Automation (Healthcare) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 35: Global: Helpdesk Automation (Manufacturing) Market: Sales Value (in Million US$), 2014 & 2019
Figure 36: Global: Helpdesk Automation (Manufacturing) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 37: Global: Helpdesk Automation (Automotive) Market: Sales Value (in Million US$), 2014 & 2019
Figure 38: Global: Helpdesk Automation (Automotive) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 39: Global: Helpdesk Automation (Retail) Market: Sales Value (in Million US$), 2014 & 2019
Figure 40: Global: Helpdesk Automation (Retail) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 41: Global: Helpdesk Automation (Others) Market: Sales Value (in Million US$), 2014 & 2019
Figure 42: Global: Helpdesk Automation (Others) Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 43: North America: Helpdesk Automation Market: Sales Value (in Million US$), 2014 & 2019
Figure 44: North America: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 45: United States: Helpdesk Automation Market: Sales Value (in Million US$), 2014 & 2019
Figure 46: United States: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 47: Canada: Helpdesk Automation Market: Sales Value (in Million US$), 2014 & 2019
Figure 48: Canada: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 49: Asia Pacific: Helpdesk Automation Market: Sales Value (in Million US$), 2014 & 2019
Figure 50: Asia Pacific: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 51: China: Helpdesk Automation Market: Sales Value (in Million US$), 2014 & 2019
Figure 52: China: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 53: Japan: Helpdesk Automation Market: Sales Value (in Million US$), 2014 & 2019
Figure 54: Japan: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 55: India: Helpdesk Automation Market: Sales Value (in Million US$), 2014 & 2019
Figure 56: India: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 57: South Korea: Helpdesk Automation Market: Sales Value (in Million US$), 2014 & 2019
Figure 58: South Korea: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 59: Australia: Helpdesk Automation Market: Sales Value (in Million US$), 2014 & 2019
Figure 60: Australia: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 61: Indonesia: Helpdesk Automation Market: Sales Value (in Million US$), 2014 & 2019
Figure 62: Indonesia: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 63: Others: Helpdesk Automation Market: Sales Value (in Million US$), 2014 & 2019
Figure 64: Others: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 65: Europe: Helpdesk Automation Market: Sales Value (in Million US$), 2014 & 2019
Figure 6662: Europe: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 67: Germany: Helpdesk Automation Market: Sales Value (in Million US$), 2014 & 2019
Figure 68: Germany: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 69: France: Helpdesk Automation Market: Sales Value (in Million US$), 2014 & 2019
Figure 70: France: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 71: United Kingdom: Helpdesk Automation Market: Sales Value (in Million US$), 2014 & 2019
Figure 72: United Kingdom: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 73: Italy: Helpdesk Automation Market: Sales Value (in Million US$), 2014 & 2019
Figure 74: Italy: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 75: Spain: Helpdesk Automation Market: Sales Value (in Million US$), 2014 & 2019
Figure 76: Spain: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 77: Russia: Helpdesk Automation Market: Sales Value (in Million US$), 2014 & 2019
Figure 78: Russia: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 79: Others: Helpdesk Automation Market: Sales Value (in Million US$), 2014 & 2019
Figure 80: Others: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 81: Latin America: Helpdesk Automation Market: Sales Value (in Million US$), 2014 & 2019
Figure 82: Latin America: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 83: Brazil: Helpdesk Automation Market: Sales Value (in Million US$), 2014 & 2019
Figure 84: Brazil: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 85: Mexico: Helpdesk Automation Market: Sales Value (in Million US$), 2014 & 2019
Figure 86: Mexico: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 87: Others: Helpdesk Automation Market: Sales Value (in Million US$), 2014 & 2019
Figure 88: Others: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2020-2025
Figure 89: Middle East and Africa: Helpdesk Automation Market: Sales Value (in Million US$), 2014 & 2019
Figure 90: Middle East and Africa: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2020-2025
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, 2019 and 2025
Table 2: Global: Helpdesk Automation Market Forecast: Breakup by Product Type (in Million US$), 2020-2025
Table 3: Global: Helpdesk Automation Market Forecast: Breakup by Deployment (in Million US$), 2020-2025
Table 4: Global: Helpdesk Automation Market Forecast: Breakup by Organization Type (in Million US$), 2020-2025
Table 5: Global: Helpdesk Automation Market Forecast: Breakup by Vertical (in Million US$), 2020-2025
Table 6: Global: Helpdesk Automation Market Forecast: Breakup by Region (in Million US$), 2020-2025
Table 7: Global: Helpdesk Automation Market: Competitive Structure
Table 8: Global: Helpdesk Automation Market: Key Players        

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