[250 Pages Report] The global Help Desk Software Market was valued at around US$ 9.9 Billion in 2021. With a projected CAGR of 9.4% for the next ten years, the market is likely to reach a valuation of nearly US$ 26.8 Billion by the end of 2032.
| Attributes | Details |
|---|---|
| Help Desk Software Market Size (2021) | US$ 9.9 Billion |
| Help Desk Software Market Size (2022) | US$ 10.9 Billion |
| Projected Market Value (2032) | US$ 26.8 Billion |
| Global Market Growth Rate (2022 to 2032) | 9.4% CAGR |
| Share of Top 5 Countries | 56.7% |
Future Market Insights’ analysis reveals that most of the market revenue is grossed from cloud based help desk software, which has a predicted CAGR of 9.2% by 2032. Help Desk software provides centralized information and support management for internal and external queries, as well as the possibility for improvements in the support systems due to the availability of data that can help track, monitor and improve their efficiency.
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The global market for Help Desk software expanded at a CAGR of 10.7% over the last seven years (2015-2021). The global market is predicted to surge ahead at a CAGR of 9.4% and record sales worth US$26.8 Bn by the end of 2032.
A survey reveals that 68% of consumers prefer brands with efficient customer service while over 75% want immediate, single-interaction resolutions. In this kind of environment, several businesses are choosing to switch to automated helpdesks and helpdesk software in order to gain from it’s many benefits, such as the possibility for multichannel communication to the consumer, the ease of collaborative efforts between different kinds of support teams for single issues, and the improved response time and satisfactory service to consumers.
This is vital as the revenue impacts of consumer satisfaction are apparent. In a study concerning satisfaction of consumers and the relations with revenue, it was found that a “totally satisfied” consumer contributed 17X more revenue to a business than a “somewhat dissatisfied” consumer. Researchers find that client satisfaction can lead to nearly $1 billion revenue increases in certain industries.
This has caused a boom in the market as more and more companies attempt to harness these benefits.
Internally, businesses are also concerned about their employees and support teams. In a survey conducted amongst support teams, it was found that 65% of IT helpdesk teams reported feelings of burnout. In another survey, 66% of helpdesk teams said that faster availability of diagnostic data would improve resolution efficiency greatly.
Companies prefer automated helpdesk software solutions as they can improve internal efficiency and reduce the burden on support teams, leading to an increase in market demand.
Principal Consultant
“new technologies to help reduce costs and boost efficiency are gaining popularity”
Currently, Help Desk Software is beneficial far beyond just fixing IT problems. The host of capabilities that come with these systems enables greater productivity by ensuring quicker solutions, promotes workflow animation (which helps in the process of supporting a larger ecosystem with greater diversity).
The greatest benefit to an enterprise, however is the fact that Automated Help Desk Software reduces the cost of operations. Manually handling a single consumer ticket can cost around 22$, while almost 22% of requesting can become practically zero cost after automation.
The global market size of the Help Desk industry has over 279,000 companies, with over 75 companies producing Help Desk technologies. Machine Learning and Cloud technologies are growing globally, which is also expected to affect Help Desk Software via new technologies, such as cloud-based helpdesks and AI virtual Reality assistants, which will greatly improve efficiency of systems.
One of the key drivers of predicted growth is the increased use of personal use devices in the workplace. The trend of BYOD or bring your devices, is expected to continue. This increase in BYOD is expected to greatly increase the volume of tickets.
A survey, asked participants the reasons behind the recent increase of over 57% in trouble ticket volumes, finding that 26% of claimed the use of own devices as a reason, while 23% placed the blame on support of mobiles. Several of the support tickets raised as a result are for routine processes such as queries on network setup, password issues, etc.
As the demand for help on these routine processes increases, firms will try to reduce level one support and replace it with this helpdesk software. The effects of the global boom in the IT sector and the resultant increase in the demand for automated help desks also cannot be understated.
Furthermore, there have been significant amounts of government investment in this area in order to automate tedious processes such as procurement of cards, responding to queries has also boosted the market greatly.
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The interconnections between the desktop management market and helpdesk services market are also eminent. There has been a major increase in the need for individual computer systems in the workforce.
Emerging challenges such as loss of productivity, data breaches and the resultant queries have compelled companies to offer helpdesk services which ensure support that is integrated with these desktop management systems.
Once desktop management is merged with helpdesk products, customers can directly record requests through their computers, as well as send complaints without having to access any additional software. Further, this enables automated ticket transmission and the customizable subject lines enable administrators to automate queries based on subject lines.
“Large enterprises continue to be the top industry, however consumer focused small and medium industries will also benefit from the adoption of Help Desk Software”
Large enterprises represent the major chunk of consumers, and this is expected to continue. They have a larger number of tickets requiring basic processing technology. Further, these tickets can easily be automated and these companies have sufficient access to the infrastructure and resources necessary to go through this process of automation. Their CAGR for 2015-2021 has been 9.0% and the predicted CAGR is growing at 8.1%.
However, small and medium enterprises also largely benefit from Help desk software. For companies which require consistent and frequent consumer support, Help desk software enhances customer support team efficiency and overall customer experience.
Efficient software ensures faster response times, increase possibilities collaboration between various teams for resolution of queries and enhance the tracking and collection of support tickets. SMEs also benefit from the scalability of Help Desk software, as it can be enhanced and built upon as the company grows.
“The US to remain a key component of global Consumption”
The US accounted for over 30% of the global Help Desk Software Market in 2021. North America and the US are leading IT hubs and have large amounts of consumer expenditure. The US is also home to the most amount of major companies, which have both large volumes of consumers, as well as large numbers of employees who require internal IT helpdesk support software.
These companies can both afford to and will prefer to switch to automated forms of technologies when compared to countries with a large presence of smaller companies.The US has a US$ 687.8 Mn absolute dollar opportunity between 2022 and 2032.
North America remains the leader with 41.5% help desk software market share in 2021 and a predicted market size of US$11.1 Bn by 2032. Flourishing IT sectors, as well as significant growth in government demand and investment in help-desk software have lead to Europe and Asia-Pacific emerging as the next leading regions for demand, with 25% and 23.2% Market share in 2021, respectively.
On-Premise Help Desk Software comes with significantly larger installation and setup costs, however it includes several benefits, such as complete control over the security and processes, increased security due to the fact that the company has sole access, and the possibility of immediate access to the required software.
Currently, Cloud-Based Help desk is emerging as the leading type of Help Desk software, with a CAGR of 10% in 2015 to 2021 and a predicted CAGR of 9.2% till the end of 2032. Cloud based are preferred as they are cheaper, have high scalability and are much more accessible. In the current work environment.
Cloud-based Help Desk software can be accessed via an application hosted on the provider’s server. This form proves to be more cost effective, especially for smaller enterprises, as there is lower hardware and IT service fees.
However, this form also has its drawbacks, such as the security issues associated with multiple users being on the same service, possibility of hackers that can breach the provider’s security, and having to rely on the provider in the event of crashes.
Cloud- Based helpdesks can also provide faster ROI, since the setup and utilisation is faster and more efficient. In recent times, there have been major efforts into increasing the security of cloud-based Help Desk software, further increasing its popularity.
At present, Help Desk providers are focused on increasing their presence and reach. They are focusing on developments that will ensure further streamlining of customer experience processes and an increase in market share and traction. The key companies operating include Hiver, Column Technologies, Freshworks, Sparkcentral, Watermelon, Smart Tribune, Salesforce and Zendesk.
Some of the recent development in Help Desk Software are as follows:
Similarly, the team at Future Market Insights has tracked recent developments related to companies manufacturing Help Desk Software, which is available in the full report.
| Attributes | Details |
|---|---|
| Forecast Period | 2022 to 2032 |
| Historical Data Available for | 2015 to 2021 |
| Market Analysis | US$ Million for Value |
| Key Countries Covered | USA, UK, China, Japan, South Korea |
| Key Market Segments Covered | Type, Industry, Region |
| Key Companies Profiled |
|
| Report Coverage | Market Forecast, Competition Intelligence, DROT Analysis, Market Dynamics and Challenges, and Strategic Growth Initiatives |
| Customization & Pricing | Available upon Request |
The global Help Desk Software market was valued at US$ 9.9 Bn in 2021.
The Help Desk Software industry is set to witness a growth rate of 9.4% over the forecast period and be valued at US$ 26.8 Bn by 2032.
The Help Desk Software Market expanded at 10.7% from 2015 through 2021.
Column Technologies, Sparkcentral, Watermelon, Smart Tribune, Zendesk are some of the key players.
Cloud-based Help desk software is driving Market demand.
US, UK, China, Japan, South Korea are expected to be the key drivers of sales.
The market in the US accounts for over 30% of the global market.
1. Executive Summary
1.1. Global Market Outlook
1.2. Summary of Statistics
1.3. Key Market Characteristics & Attributes
1.4. FMI Analysis and Recommendations
2. Market Overview
2.1. Market Coverage / Taxonomy
2.2. Market Definition / Scope / Limitations
3. Market Risks and Trends Assessment
3.1. Risk Assessment
3.1.1. COVID-19 Crisis and Impact on Help Desk Software Demand
3.1.2. COVID-19 Impact Benchmark with Previous Crisis
3.1.3. Impact on Market Value (US$ Mn)
3.1.4. Assessment by Key Countries
3.1.5. Assessment by Key Market Segments
3.1.6. Action Points and Recommendation for Suppliers
3.2. Key Trends Impacting the Market
3.3. Formulation and Product Development Trends
4. Market Background and Foundation Data Points
4.1. Global Protective Coatings Market (US$ Mn)
4.2. Help Desk Software Market Opportunity Assessment (US$ Mn)
4.2.1. Total Available Market
4.2.2. Serviceable Addressable Market
4.2.3. Serviceable Obtainable Market
4.3. Market Scenario Forecast
4.3.1. Demand in optimistic Scenario
4.3.2. Demand in Likely Scenario
4.3.3. Demand in Conservative Scenario
4.4. Investment Feasibility Analysis
4.4.1. Investment in Established Markets
4.4.1.1. In Short Term
4.4.1.2. In Long Term
4.4.2. Investment in Emerging Markets
4.4.2.1. In Short Term
4.4.2.2. In Long Term
4.5. Forecast Factors - Relevance & Impact
4.5.1. Top Companies Historical Growth
4.5.2. Global Protective Coatings Market Growth
4.5.3. Help Desk Software Adoption Rate, By Country
4.6. Market Dynamics
4.6.1. Market Driving Factors and Impact Assessment
4.6.2. Prominent Market Challenges and Impact Assessment
4.6.3. Help Desk Software Market Opportunities
4.6.4. Prominent Trends in the Global Market & Their Impact Assessment
5. Key Success Factors
5.1. Manufacturers’ Focus on Low Penetration High Growth Markets
5.2. Banking on with Segments High Incremental Opportunity
5.3. Peer Benchmarking
6. Global Help Desk Software Market Demand Analysis 2015-2021 and Forecast, 2022-2032
6.1. Historical Market Analysis, 2015-2021
6.2. Current and Future Market Projections, 2022-2032
6.3. Y-o-Y Growth Trend Analysis
7. Global Help Desk Software Market Value Analysis 2015-2021 and Forecast, 2022-2032
7.1. Historical Market Value (US$ Mn) Analysis, 2015-2021
7.2. Current and Future Market Value (US$ Mn) Projections, 2022-2032
7.2.1. Y-o-Y Growth Trend Analysis
7.2.2. Absolute $ Opportunity Analysis
8. Global Help Desk Software Market Analysis 2015-2021 and Forecast 2022-2032, By Type
8.1. Introduction / Key Findings
8.2. Historical Market Size (US$ Mn) Analysis By Type, 2015-2021
8.3. Current and Future Market Size (US$ Mn) Analysis and Forecast By Type, 2022-2032
8.3.1. Cloud-Based Helpdesk Software
8.3.2. Web-Based Helpdesk Software
8.4. Market Attractiveness Analysis By Type
9. Global Help Desk Software Market Analysis 2015-2021 and Forecast 2022-2032, By Application
9.1. Introduction / Key Findings
9.2. Historical Market Size (US$ Mn) Analysis By Application, 2015-2021
9.3. Current and Future Market Size (US$ Mn) Analysis and Forecast By Application, 2022-2032
9.3.1. Large Enterprises
9.3.2. Small & Medium Size Enterprises
9.4. Market Attractiveness Analysis By Application
10. Global Help Desk Software Market Analysis 2015-2021 and Forecast 2022-2032, By Region
10.1. Introduction
10.2. Historical Market Size (US$ Mn) Analysis By Region, 2015-2021
10.3. Current Market Size (US$ Mn) & Analysis and Forecast By Region, 2022-2032
10.3.1. North America
10.3.2. Latin America
10.3.3. Europe
10.3.4. Asia Pacific
10.3.5. Middle East and Africa (MEA)
10.4. Market Attractiveness Analysis By Region
11. North America Help Desk Software Market Analysis 2015-2021 and Forecast 2022-2032
11.1. Introduction
11.2. Pricing Analysis
11.3. Historical Market Value (US$ Mn) Trend Analysis By Market Taxonomy, 2015-2021
11.4. Market Value (US$ Mn) & Forecast By Market Taxonomy, 2022-2032
11.4.1. By Country
11.4.1.1. U.S.
11.4.1.2. Canada
11.4.1.3. Rest of North America
11.4.2. By Type
11.4.3. By Application
11.5. Market Attractiveness Analysis
11.5.1. By Country
11.5.2. By Type
11.5.3. By Application
12. Latin America Help Desk Software Market Analysis 2015-2021 and Forecast 2022-2032
12.1. Introduction
12.2. Pricing Analysis
12.3. Historical Market Value (US$ Mn) Trend Analysis By Market Taxonomy, 2015-2021
12.4. Market Value (US$ Mn) & Forecast By Market Taxonomy, 2022-2032
12.4.1. By Country
12.4.1.1. Brazil
12.4.1.2. Mexico
12.4.1.3. Rest of Latin America
12.4.2. By Type
12.4.3. By Application
12.5. Market Attractiveness Analysis
12.5.1. By Country
12.5.2. By Type
12.5.3. By Application
13. Europe Help Desk Software Market Analysis 2015-2021 and Forecast 2022-2032
13.1. Introduction
13.2. Pricing Analysis
13.3. Historical Market Value (US$ Mn) Trend Analysis By Market Taxonomy, 2015-2021
13.4. Market Value (US$ Mn) & Forecast By Market Taxonomy, 2022-2032
13.4.1. By Country
13.4.1.1. Germany
13.4.1.2. France
13.4.1.3. U.K.
13.4.1.4. Italy
13.4.1.5. Benelux
13.4.1.6. Nordic Countries
13.4.1.7. Rest of Europe
13.4.2. By Type
13.4.3. By Application
13.5. Market Attractiveness Analysis
13.5.1. By Country
13.5.2. By Type
13.5.3. By Application
14. Asia Pacific Help Desk Software Market Analysis 2015-2021 and Forecast 2022-2032
14.1. Introduction
14.2. Pricing Analysis
14.3. Historical Market Value (US$ Mn) Trend Analysis By Market Taxonomy, 2015-2021
14.4. Market Value (US$ Mn) & Forecast By Market Taxonomy, 2022-2032
14.4.1. By Country
14.4.1.1. China
14.4.1.2. Japan
14.4.1.3. South Korea
14.4.1.4. Rest of Asia Pacific
14.4.2. By Type
14.4.3. By Application
14.5. Market Attractiveness Analysis
14.5.1. By Country
14.5.2. By Type
14.5.3. By Application
15. Middle East and Africa Help Desk Software Market Analysis 2015-2021 and Forecast 2022-2032
15.1. Introduction
15.2. Pricing Analysis
15.3. Historical Market Value (US$ Mn) Trend Analysis By Market Taxonomy, 2015-2021
15.4. Market Value (US$ Mn) & Forecast By Market Taxonomy, 2022-2032
15.4.1. By Country
15.4.1.1. GCC Countries
15.4.1.2. South Africa
15.4.1.3. Turkey
15.4.1.4. Rest of Middle East and Africa
15.4.2. By Type
15.4.3. By Application
15.5. Market Attractiveness Analysis
15.5.1. By Country
15.5.2. By Type
15.5.3. By Application
16. Key Countries Help Desk Software Market Analysis 2015-2021 and Forecast 2022-2032
16.1. Introduction
16.1.1. Market Value Proportion Analysis, By Key Countries
16.1.2. Global Vs. Country Growth Comparison
16.2. US Help Desk Software Market Analysis
16.2.1. Value Proportion Analysis by Market Taxonomy
16.2.2. Value & Analysis and Forecast by Market Taxonomy, 2015-2032
16.2.2.1. By Type
16.2.2.2. By Application
16.3. Canada Help Desk Software Market Analysis
16.3.1. Value Proportion Analysis by Market Taxonomy
16.3.2. Value & Analysis and Forecast by Market Taxonomy, 2015-2032
16.3.2.1. By Type
16.3.2.2. By Application
16.4. Mexico Help Desk Software Market Analysis
16.4.1. Value Proportion Analysis by Market Taxonomy
16.4.2. Value & Analysis and Forecast by Market Taxonomy, 2015-2032
16.4.2.1. By Type
16.4.2.2. By Application
16.5. Brazil Help Desk Software Market Analysis
16.5.1. Value Proportion Analysis by Market Taxonomy
16.5.2. Value & Analysis and Forecast by Market Taxonomy, 2015-2032
16.5.2.1. By Type
16.5.2.2. By Application
16.6. Germany Help Desk Software Market Analysis
16.6.1. Value Proportion Analysis by Market Taxonomy
16.6.2. Value & Analysis and Forecast by Market Taxonomy, 2015-2032
16.6.2.1. By Type
16.6.2.2. By Application
16.7. France Help Desk Software Market Analysis
16.7.1. Value Proportion Analysis by Market Taxonomy
16.7.2. Value & Analysis and Forecast by Market Taxonomy, 2015-2032
16.7.2.1. By Type
16.7.2.2. By Application
16.8. Italy Help Desk Software Market Analysis
16.8.1. Value Proportion Analysis by Market Taxonomy
16.8.2. Value & Analysis and Forecast by Market Taxonomy, 2015-2032
16.8.2.1. By Type
16.8.2.2. By Application
16.9. BENELUX Help Desk Software Market Analysis
16.9.1. Value Proportion Analysis by Market Taxonomy
16.9.2. Value & Analysis and Forecast by Market Taxonomy, 2015-2032
16.9.2.1. By Type
16.9.2.2. By Application
16.10. UK Help Desk Software Market Analysis
16.10.1. Value Proportion Analysis by Market Taxonomy
16.10.2. Value & Analysis and Forecast by Market Taxonomy, 2015-2032
16.10.2.1. By Type
16.10.2.2. By Application
16.11. Nordic Countries Help Desk Software Market Analysis
16.11.1. Value Proportion Analysis by Market Taxonomy
16.11.2. Value & Analysis and Forecast by Market Taxonomy, 2015-2032
16.11.2.1. By Type
16.11.2.2. By Application
16.12. China Help Desk Software Market Analysis
16.12.1. Value Proportion Analysis by Market Taxonomy
16.12.2. Value & Analysis and Forecast by Market Taxonomy, 2015-2032
16.12.2.1. By Type
16.12.2.2. By Application
16.13. Japan Help Desk Software Market Analysis
16.13.1. Value Proportion Analysis by Market Taxonomy
16.13.2. Value & Analysis and Forecast by Market Taxonomy, 2015-2032
16.13.2.1. By Type
16.13.2.2. By Application
16.14. South Korea Help Desk Software Market Analysis
16.14.1. Value Proportion Analysis by Market Taxonomy
16.14.2. Value & Analysis and Forecast by Market Taxonomy, 2015-2032
16.14.2.1. By Type
16.14.2.2. By Application
16.15. GCC Countries Help Desk Software Market Analysis
16.15.1. Value Proportion Analysis by Market Taxonomy
16.15.2. Value & Analysis and Forecast by Market Taxonomy, 2015-2032
16.15.2.1. By Type
16.15.2.2. By Application
16.16. South Africa Help Desk Software Market Analysis
16.16.1. Value Proportion Analysis by Market Taxonomy
16.16.2. Value & Analysis and Forecast by Market Taxonomy, 2015-2032
16.16.2.1. By Type
16.16.2.2. By Application
16.17. Turkey Help Desk Software Market Analysis
16.17.1. Value Proportion Analysis by Market Taxonomy
16.17.2. Value & Analysis and Forecast by Market Taxonomy, 2015-2032
16.17.2.1. By Type
16.17.2.2. By Application
16.17.3. Competition Landscape and Player Concentration in the Country
17. Market Structure Analysis
17.1. Market Analysis by Tier of Companies
17.2. Market Concentration
17.3. Market Share Analysis of Top Players
17.4. Market Presence Analysis
17.4.1. By Regional footprint of Players
17.4.2. Product footprint by Players
18. Competition Analysis
18.1. Competition Dashboard
18.2. Competition Benchmarking
18.3. Competition Deep Dive
18.3.1. Column Technologies
18.3.1.1. Overview
18.3.1.2. Product Portfolio
18.3.1.3. Sales Footprint
18.3.1.4. Strategy Overview
18.3.2. Sparkcentral
18.3.2.1. Overview
18.3.2.2. Product Portfolio
18.3.2.3. Sales Footprint
18.3.2.4. Strategy Overview
18.3.3. Watermelon
18.3.3.1. Overview
18.3.3.2. Product Portfolio
18.3.3.3. Sales Footprint
18.3.3.4. Strategy Overview
18.3.4. Smart Tribune
18.3.4.1. Overview
18.3.4.2. Product Portfolio
18.3.4.3. Sales Footprint
18.3.4.4. Strategy Overview
18.3.5. Zendesk
18.3.5.1. Overview
18.3.5.2. Product Portfolio
18.3.5.3. Sales Footprint
18.3.5.4. Strategy Overview
18.3.6. Zoho Desk
18.3.6.1. Overview
18.3.6.2. Product Portfolio
18.3.6.3. Sales Footprint
18.3.6.4. Strategy Overview
18.3.7. Groove
18.3.7.1. Overview
18.3.7.2. Product Portfolio
18.3.7.3. Sales Footprint
18.3.7.4. Strategy Overview
18.3.8. Clickatell Touch
18.3.8.1. Overview
18.3.8.2. Product Portfolio
18.3.8.3. Sales Footprint
18.3.8.4. Strategy Overview
19. Assumptions and Acronyms Used
20. Research Methodology
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Help Desk Software Market
