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.
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:
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
- Asia Pacific
- China
- Japan
- India
- South Korea
- Australia
- Indonesia
- Others
- Europe
- Germany
- France
- United Kingdom
- Italy
- Spain
- Russia
- Others
- Latin America
- 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