Market Overview:
The global help desk systems market is expected to grow at a CAGR of 10.8% during the forecast period from 2018 to 2030. The growth in this market can be attributed to the increasing demand for help desk systems from small and medium-sized businesses (SMBs) and large enterprises. Additionally, the growing adoption of cloud-based help desk systems is also contributing to the growth of this market. However, lack of awareness about the benefits offered by these systems is restraining the growth of this market.
Product Definition:
A Help Desk System is a software system that enables companies to manage and track customer support requests. The importance of Help Desk Systems is that they enable companies to manage and track customer support requests, which can help improve customer satisfaction levels.
Cloud based:
Cloud based is a term used to define software or services that provide shared pooling of resources, allowing the user to access data from any location and using any device. It also helps in improving cost efficiency by sharing the load among multiple sites. The major benefit of cloud based solutions is that they are easy to deploy; once installed, these solutions can be accessed through various devices such as laptops, smartphones and desktop computers without requiring an additional IT staff for support or maintenance.
On Premise:
On premise is a term used for computer systems or software installed and used on the same machine where the service is being performed. It can also be referred to as on-box or in-house. On premise solutions are standalone, dedicated, and self-contained; they have their own operating system with preloaded applications and data.
Application Insights:
The Small and Medium-sized Businesses (SMBs) segment held the largest share of over 70% in 2017. The segment is expected to lose some share to Large Enterprises (LEs) by 2030 but will remain dominant throughout the forecast period. SMBs are increasingly adopting help desk solutions as they offer various functional capabilities, such as customer support ticketing, online chat functionality, knowledge base article generation and more. These solutions also provide a single point of access to manage all support issues from initial contact through resolution.
The large enterprises application segment is anticipated to witness significant growth at a CAGR exceeding 12% from 2018 to 2030 owing to factors such as growing adoption of these systems by global enterprises for improved customer experience while accessing technical support services.
Furthermore, these systems enable organizations with flexible ticket management options that can be customized according with enterprise requirements.
Regional Analysis:
North America dominated the global help desk systems market in 2017. North America is home to several SMBs and large enterprises that are increasingly adopting help desk software to improve their customer support services. The U.S., in particular, has a high penetration of IT infrastructure and service management solutions, which has fueled the growth of the regional market over the past few years.
Asia Pacific is anticipated to emerge as one of the fastest-growing regions during 2018 - 2030 due to growing awareness regarding customer satisfaction among enterprises operating in this region coupled with increased outsourcing activities within Asia Pacific itself.
Growth Factors:
- Increased demand for help desk systems due to the proliferation of technology and the growing complexity of IT infrastructure.
- The need for organizations to improve their customer service in order to differentiate themselves from their competitors and improve their bottom line.
- The increasing trend of outsourcing and offshoring which is driving the demand for help desk systems as these solutions can be used to manage remote support operations more effectively.
- Growing awareness among businesses about the benefits of using help desk systems, which is helping to fuel market growth.
Scope Of The Report
Report Attributes
Report Details
Report Title
Help Desk Systems Market Research Report
By Type
Cloud based, On Premise
By Application
SMBs, Large Enterprises
By Companies
Freshdesk, Zendesk, Freshservice, LiveAgent, Samanage, Front, AzureDesk, ManageEngine ServiceDesk, Techinline FixMe.IT, Nectar Desk, TeamSupport, Vision Helpdesk, JIRA Service Desk, xSellco, LiveChat, MSP Anywhere, Dixa, NABD, DiamanteDesk, ZupportDesk
Regions Covered
North America, Europe, APAC, Latin America, MEA
Base Year
2021
Historical Year
2019 to 2020 (Data from 2010 can be provided as per availability)
Forecast Year
2030
Number of Pages
190
Number of Tables & Figures
133
Customization Available
Yes, the report can be customized as per your need.
Global Help Desk Systems Market Report Segments:
The global Help Desk Systems market is segmented on the basis of:
Types
Cloud based, On Premise
The product segment provides information about the market share of each product and the respective CAGR during the forecast period. It lays out information about the product pricing parameters, trends, and profits that provides in-depth insights of the market. Furthermore, it discusses latest product developments & innovation in the market.
Applications
SMBs, Large Enterprises
The application segment fragments various applications of the product and provides information on the market share and growth rate of each application segment. It discusses the potential future applications of the products and driving and restraining factors of each application segment.
Some of the companies that are profiled in this report are:
- Freshdesk
- Zendesk
- Freshservice
- LiveAgent
- Samanage
- Front
- AzureDesk
- ManageEngine ServiceDesk
- Techinline FixMe.IT
- Nectar Desk
- TeamSupport
- Vision Helpdesk
- JIRA Service Desk
- xSellco
- LiveChat
- MSP Anywhere
- Dixa
- NABD
- DiamanteDesk
- ZupportDesk
Highlights of The Help Desk Systems Market Report:
- The market structure and projections for the coming years.
- Drivers, restraints, opportunities, and current trends of market.
- Historical data and forecast.
- Estimations for the forecast period 2030.
- Developments and trends in the market.
- By Type:
- Cloud based
- On Premise
- By Application:
- SMBs
- Large Enterprises
- Market scenario by region, sub-region, and country.
- Market share of the market players, company profiles, product specifications, SWOT analysis, and competitive landscape.
- Analysis regarding upstream raw materials, downstream demand, and current market dynamics.
- Government Policies, Macro & Micro economic factors are also included in the report.
We have studied the Help Desk Systems Market in 360 degrees via. both primary & secondary research methodologies. This helped us in building an understanding of the current market dynamics, supply-demand gap, pricing trends, product preferences, consumer patterns & so on. The findings were further validated through primary research with industry experts & opinion leaders across countries. The data is further compiled & validated through various market estimation & data validation methodologies. Further, we also have our in-house data forecasting model to predict market growth up to 2030.
Regional Analysis
- North America
- Europe
- Asia Pacific
- Middle East & Africa
- Latin America
Note: A country of choice can be added in the report at no extra cost. If more than one country needs to be added, the research quote will vary accordingly.
The geographical analysis part of the report provides information about the product sales in terms of volume and revenue in regions. It lays out potential opportunities for the new entrants, emerging players, and major players in the region. The regional analysis is done after considering the socio-economic factors and government regulations of the countries in the regions.
How you may use our products:
- Correctly Positioning New Products
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8 Reasons to Buy This Report
- Includes a Chapter on the Impact of COVID-19 Pandemic On the Market
- Report Prepared After Conducting Interviews with Industry Experts & Top Designates of the Companies in the Market
- Implemented Robust Methodology to Prepare the Report
- Includes Graphs, Statistics, Flowcharts, and Infographics to Save Time
- Industry Growth Insights Provides 24/5 Assistance Regarding the Doubts in the Report
- Provides Information About the Top-winning Strategies Implemented by Industry Players.
- In-depth Insights On the Market Drivers, Restraints, Opportunities, and Threats
- Customization of the Report Available
Frequently Asked Questions?
Help Desk Systems are computer systems that provide support for users of the system. The help desk system can be used to manage requests from users, track and respond to user issues, and provide other support services.
Some of the major players in the help desk systems market are Freshdesk, Zendesk, Freshservice, LiveAgent, Samanage, Front, AzureDesk, ManageEngine ServiceDesk, Techinline FixMe.IT, Nectar Desk, TeamSupport, Vision Helpdesk, JIRA Service Desk, xSellco, LiveChat, MSP Anywhere, Dixa, NABD, DiamanteDesk, ZupportDesk.
The help desk systems market is expected to grow at a compound annual growth rate of 10.8%.
Chapter 1 Executive Summary
Chapter 2 Assumptions and Acronyms Used
Chapter 3 Research Methodology
Chapter 4 Help Desk Systems Market Overview
4.1 Introduction
4.1.1 Market Taxonomy
4.1.2 Market Definition
4.1.3 Macro-Economic Factors Impacting the Market Growth
4.2 Help Desk Systems Market Dynamics
4.2.1 Market Drivers
4.2.2 Market Restraints
4.2.3 Market Opportunity
4.3 Help Desk Systems Market - Supply Chain Analysis
4.3.1 List of Key Suppliers
4.3.2 List of Key Distributors
4.3.3 List of Key Consumers
4.4 Key Forces Shaping the Help Desk Systems Market
4.4.1 Bargaining Power of Suppliers
4.4.2 Bargaining Power of Buyers
4.4.3 Threat of Substitution
4.4.4 Threat of New Entrants
4.4.5 Competitive Rivalry
4.5 Global Help Desk Systems Market Size & Forecast, 2020-2028
4.5.1 Help Desk Systems Market Size and Y-o-Y Growth
4.5.2 Help Desk Systems Market Absolute $ Opportunity
Chapter 5 Global Market Analysis and Forecast by Type
5.1 Introduction
5.1.1 Key Market Trends & Growth Opportunities by Type
5.1.2 Basis Point Share (BPS) Analysis by Type
5.1.3 Absolute $ Opportunity Assessment by Type
5.2 Market Size Forecast by Type
5.2.1 Cloud based
5.2.2 On Premise
5.3 Market Attractiveness Analysis by Type
Chapter 6 Global Market Analysis and Forecast by Applications
6.1 Introduction
6.1.1 Key Market Trends & Growth Opportunities by Applications
6.1.2 Basis Point Share (BPS) Analysis by Applications
6.1.3 Absolute $ Opportunity Assessment by Applications
6.2 Market Size Forecast by Applications
6.2.1 SMBs
6.2.2 Large Enterprises
6.3 Market Attractiveness Analysis by Applications
Chapter 7 Global Help Desk Systems Market Analysis and Forecast by Region
7.1 Introduction
7.1.1 Key Market Trends & Growth Opportunities by Region
7.1.2 Basis Point Share (BPS) Analysis by Region
7.1.3 Absolute $ Opportunity Assessment by Region
7.2 Help Desk Systems Market Size Forecast by Region
7.2.1 North America
7.2.2 Europe
7.2.3 Asia Pacific
7.2.4 Latin America
7.2.5 Middle East & Africa (MEA)
7.3 Market Attractiveness Analysis by Region
Chapter 8 Coronavirus Disease (COVID-19) Impact
8.1 Introduction
8.2 Current & Future Impact Analysis
8.3 Economic Impact Analysis
8.4 Government Policies
8.5 Investment Scenario
Chapter 9 North America Analysis and Forecast
9.1 Introduction
9.2 North America Market Size Forecast by Country
9.2.1 U.S.
9.2.2 Canada
9.3 Basis Point Share (BPS) Analysis by Country
9.4 Absolute $ Opportunity Assessment by Country
9.5 Market Attractiveness Analysis by Country
9.6 North America Market Size Forecast by Type
9.6.1 Cloud based
9.6.2 On Premise
9.7 Basis Point Share (BPS) Analysis by Type
9.8 Absolute $ Opportunity Assessment by Type
9.9 Market Attractiveness Analysis by Type
9.10 North America Market Size Forecast by Applications
9.10.1 SMBs
9.10.2 Large Enterprises
9.11 Basis Point Share (BPS) Analysis by Applications
9.12 Absolute $ Opportunity Assessment by Applications
9.13 Market Attractiveness Analysis by Applications
Chapter 10 Europe Analysis and Forecast
10.1 Introduction
10.2 Europe Market Size Forecast by Country
10.2.1 Germany
10.2.2 France
10.2.3 Italy
10.2.4 U.K.
10.2.5 Spain
10.2.6 Russia
10.2.7 Rest of Europe
10.3 Basis Point Share (BPS) Analysis by Country
10.4 Absolute $ Opportunity Assessment by Country
10.5 Market Attractiveness Analysis by Country
10.6 Europe Market Size Forecast by Type
10.6.1 Cloud based
10.6.2 On Premise
10.7 Basis Point Share (BPS) Analysis by Type
10.8 Absolute $ Opportunity Assessment by Type
10.9 Market Attractiveness Analysis by Type
10.10 Europe Market Size Forecast by Applications
10.10.1 SMBs
10.10.2 Large Enterprises
10.11 Basis Point Share (BPS) Analysis by Applications
10.12 Absolute $ Opportunity Assessment by Applications
10.13 Market Attractiveness Analysis by Applications
Chapter 11 Asia Pacific Analysis and Forecast
11.1 Introduction
11.2 Asia Pacific Market Size Forecast by Country
11.2.1 China
11.2.2 Japan
11.2.3 South Korea
11.2.4 India
11.2.5 Australia
11.2.6 South East Asia (SEA)
11.2.7 Rest of Asia Pacific (APAC)
11.3 Basis Point Share (BPS) Analysis by Country
11.4 Absolute $ Opportunity Assessment by Country
11.5 Market Attractiveness Analysis by Country
11.6 Asia Pacific Market Size Forecast by Type
11.6.1 Cloud based
11.6.2 On Premise
11.7 Basis Point Share (BPS) Analysis by Type
11.8 Absolute $ Opportunity Assessment by Type
11.9 Market Attractiveness Analysis by Type
11.10 Asia Pacific Market Size Forecast by Applications
11.10.1 SMBs
11.10.2 Large Enterprises
11.11 Basis Point Share (BPS) Analysis by Applications
11.12 Absolute $ Opportunity Assessment by Applications
11.13 Market Attractiveness Analysis by Applications
Chapter 12 Latin America Analysis and Forecast
12.1 Introduction
12.2 Latin America Market Size Forecast by Country
12.2.1 Brazil
12.2.2 Mexico
12.2.3 Rest of Latin America (LATAM)
12.3 Basis Point Share (BPS) Analysis by Country
12.4 Absolute $ Opportunity Assessment by Country
12.5 Market Attractiveness Analysis by Country
12.6 Latin America Market Size Forecast by Type
12.6.1 Cloud based
12.6.2 On Premise
12.7 Basis Point Share (BPS) Analysis by Type
12.8 Absolute $ Opportunity Assessment by Type
12.9 Market Attractiveness Analysis by Type
12.10 Latin America Market Size Forecast by Applications
12.10.1 SMBs
12.10.2 Large Enterprises
12.11 Basis Point Share (BPS) Analysis by Applications
12.12 Absolute $ Opportunity Assessment by Applications
12.13 Market Attractiveness Analysis by Applications
Chapter 13 Middle East & Africa (MEA) Analysis and Forecast
13.1 Introduction
13.2 Middle East & Africa (MEA) Market Size Forecast by Country
13.2.1 Saudi Arabia
13.2.2 South Africa
13.2.3 UAE
13.2.4 Rest of Middle East & Africa (MEA)
13.3 Basis Point Share (BPS) Analysis by Country
13.4 Absolute $ Opportunity Assessment by Country
13.5 Market Attractiveness Analysis by Country
13.6 Middle East & Africa (MEA) Market Size Forecast by Type
13.6.1 Cloud based
13.6.2 On Premise
13.7 Basis Point Share (BPS) Analysis by Type
13.8 Absolute $ Opportunity Assessment by Type
13.9 Market Attractiveness Analysis by Type
13.10 Middle East & Africa (MEA) Market Size Forecast by Applications
13.10.1 SMBs
13.10.2 Large Enterprises
13.11 Basis Point Share (BPS) Analysis by Applications
13.12 Absolute $ Opportunity Assessment by Applications
13.13 Market Attractiveness Analysis by Applications
Chapter 14 Competition Landscape
14.1 Help Desk Systems Market: Competitive Dashboard
14.2 Global Help Desk Systems Market: Market Share Analysis, 2019
14.3 Company Profiles (Details – Overview, Financials, Developments, Strategy)
14.3.1 Freshdesk
14.3.2 Zendesk
14.3.3 Freshservice
14.3.4 LiveAgent
14.3.5 Samanage
14.3.6 Front
14.3.7 AzureDesk
14.3.8 ManageEngine ServiceDesk
14.3.9 Techinline FixMe.IT
14.3.10 Nectar Desk
14.3.11 TeamSupport
14.3.12 Vision Helpdesk
14.3.13 JIRA Service Desk
14.3.14 xSellco
14.3.15 LiveChat
14.3.16 MSP Anywhere
14.3.17 Dixa
14.3.18 NABD
14.3.19 DiamanteDesk
14.3.20 ZupportDesk
