Helpdesk Automation Market

Market Overview:

The global helpdesk automation market size reached US$ 6.3 Billion in 2022. Looking forward, IMARC Group expects the market to reach US$ 33.7 Billion by 2028, exhibiting a growth rate (CAGR) of 32.1% during 2023-2028. Increasing demand for efficient and streamlined customer support services, rising volume of customer inquiries across multiple channels, and the growing need for cost reduction and operational efficiency are some of the key factors driving the market.

Helpdesk automation refers to the implementation of technology-driven solutions to streamline and optimize support processes. It utilizes various components, such as ticketing systems, chatbots, and knowledge bases, to provide efficient and timely assistance to customers. By automating repetitive tasks and integrating self-service options, it significantly reduces response times and enhances overall customer experience. The advantages of helpdesk automation include increased productivity, improved ticket management, and reduced human error. When compared to traditional manual processes, helpdesk automation offers faster resolution times, 24/7 availability, and the ability to handle multiple interactions simultaneously. As a result, it finds applications across industries, including IT support, customer service, and e-commerce, where it can handle large volumes of inquiries and provide consistent and accurate responses. Currently, there are different types of helpdesk automation, including basic ticketing systems and advanced AI-powered chatbots.

Helpdesk Automation Market Trends:

The global helpdesk automation market is witnessing substantial growth, primarily boosted by the increasing demand for efficient and streamlined customer support services. In line with this, leading market players are integrating advanced technologies, such as machine learning (ML) and artificial intelligence (AI), to provide interactive conversational platforms that can directly address customers’ requirements, assist in conducting predictive analytics, and improve workflow. This, in turn, is accelerating the market growth. Moreover, the rising volume of customer inquiries across multiple channels has surged the need for automated ticketing, routing, and self-service capabilities, which is creating a positive outlook for the market. Furthermore, the growing need for cost reduction and operational efficiency has compelled companies to invest in automation solutions that optimize resource allocation and improve response times, which is fueling the market growth. Additionally, the proliferation of cloud-based helpdesk automation platforms, due to their various advantages, such as scalability, flexibility, and ease of deployment, is contributing to the market growth. Besides this, the integration of automation with other business systems, the need for personalized customer experiences, and the rising awareness about the benefits of automation among organizations are propelling the market growth. Other factors, such as the expansion of e-commerce and online services, the growing complexity of IT infrastructure, and the increasing focus on customer satisfaction and loyalty, are positively contributing to the market growth.

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 2023-2028. Our report has categorized the market based on product type, deployment, organization type and vertical.

Product Type Insights:

• Incident Management Systems
• Knowledge-Based Systems
• Self-service Reset Password
• Others
   

The report has provided a detailed breakup and analysis of the global helpdesk automation market based on the product type. This includes incident management systems, knowledge-based systems, self-service reset password, and others. According to the report, incident management systems accounted for the largest market share.

Deployment Insights:

• Cloud Hosted
• On-premise
   

The report has provided a detailed breakup and analysis of the global helpdesk automation market based on deployment. This includes cloud hosted and on-premise. According to the report, cloud hosted accounted for the largest market share.

Organizational Type Insights:

• Large Enterprises
• Small and Medium Enterprises
   

The report has provided a detailed breakup and analysis of the global helpdesk automation market based on the organizational type. This includes large, and small and medium enterprises. According to the report, large enterprises accounted for the largest market share.

Vertical Insights:

• IT and Telecom
• BFSI
• Government
• Education
• Healthcare
• Manufacturing
• Automotive
• Retail
• Others
   

The report has provided a detailed breakup and analysis of the global helpdesk automation market based on the vertical. This includes IT and telecom, BFSI, government, education, healthcare, manufacturing, automotive, retail, and others. According to the report, IT and telecom accounted for the largest market share.

Regional Insights:

• 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
   

The report has also provided a comprehensive analysis of all the major regional markets, which include North America (the United States and Canada); Europe (Germany, France, the United Kingdom, Italy, Spain, Russia, and others); Asia Pacific (China, Japan, India, South Korea, Australia, Indonesia, and others); Latin America (Brazil, Mexico, and others); and the Middle East and Africa. As per the report, North America was the largest market for helpdesk automation. Some of the factors driving the North America helpdesk automation market included the increasing importance of data analytics and reporting for performance monitoring, the rising trend of virtual assistants and chatbots to handle customer queries, and the growing emphasis on proactive support and predictive analytics.

Competitive Landscape:

The report has also provided a comprehensive analysis of the competitive landscape in the global helpdesk automation market. Also, detailed profiles of all major companies have been provided. Some of the companies covered include 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, Vision Helpdesk, etc. Kindly note that this only represents a partial list of companies, and the complete list has been provided in the report.

Report Coverage:

Key Benefits for Stakeholders:

• IMARC’s report offers a comprehensive quantitative analysis of various market segments, historical and current market trends, market forecasts, and dynamics of the helpdesk automation market from 2017-2028.
• The research study provides the latest information on the market drivers, challenges, and opportunities in the global helpdesk automation market.
• The study maps the leading, as well as the fastest-growing, regional markets. It further enables stakeholders to identify the key country-level markets within each region.
• Porter's five forces analysis assist stakeholders in assessing the impact of new entrants, competitive rivalry, supplier power, buyer power, and the threat of substitution. It helps stakeholders to analyze the level of competition within the helpdesk automation industry and its attractiveness.
• Competitive landscape allows stakeholders to understand their competitive environment and provides an insight into the current positions of key players in the market.