Global Help Desk & Ticketing Software Market by Type (Cloud-Based, On-Premises), By Application (Large Enterprises(1000+ Users), Medium-Sized Enterprise(499-1000 Users), Small Enterprises(1-499 Users)) and Region (North America, Latin America, Europe, Asia Pacific and Middle East & Africa), Forecast From 2022 To 2030

                                          

                                                                                       
Market Overview:

The global help desk and ticketing software 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 and ticketing software from small, medium, and large enterprises across the globe. Additionally, the growing trend of cloud-based deployment is also contributing to the growth of this market. On the basis of type, the global help desk and ticketing software market can be segmented into cloud-based and on-premises. The cloud-based segment is expected to grow at a higher CAGR than that of on-premises during the forecast period from 2018 to 2030.



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Product Definition:

A help desk is a service desk, or department, within an organization that provides support to users of information technology (IT) products and services. The help desk usually consists of a team of support staff who are trained in troubleshooting and solving IT problems.

The primary role of the help desk is to provide first-level support by answering user questions and resolving issues. They may also be responsible for providing end-user training on how to use various software applications and systems.

Ticketing software is used by organizations to manage requests for assistance from customers or employees. It enables organizations to track the status of each request, assign it to the appropriate staff member, and keep track of all communications between the customer or employee and the support staff.

Cloud-Based:

Cloud-based software is a type of software service that provides solutions to its users through the internet. It is an on-demand service and helps organizations reduce their operational costs by offering them Software as a Service (SaaS) model. Cloud services offer shared resources, mass storage, and virtualization among others which help in reducing the cost of technology infrastructure. The SaaS model offers various benefits such as reduced capital expenditure for buying computers, servers, etc.

On-Premises:

On-premises is a software solution that is installed and operated from an organization's own server. The software can be used directly without any additional hardware or cloud services. It has the advantage of being able to customize services as per the client’s business requirements which makes it more reliable than other solutions in the market.

Application Insights:

The large enterprises segment held the largest share of over 70% in 2017. The segment is expected to lose some share but remain dominant throughout the forecast period. Large enterprises have a diverse set of applications and requirements when it comes to help desk software, as they handle a huge volume of tickets and support calls daily. These companies need solutions that are efficient, easy-to-use, highly functional and provide customized reporting for different departments within an organization. The medium-sized enterprise (or SME) application segment is expected to witness significant growth over the forecast period owing to increasing demand from smaller organizations or startups that require help desk & ticketing software with basic features such as support for multiple users per device, mobile access via smartphone app or website access directly from a computer if web based ticket system is not preferred by an organization due to security concerns or preference for paperless approach in case online systems are not user friendly enough.

The small business/startup application segment was valued at USD 99.

Regional Analysis:

North America dominated the global help desk software market in 2017. North America is home to several large enterprises as well as SMEs that require customer support services. The U.S., being a developed economy, has a high penetration of IT companies offering ticketing and call center solutions to manage their business operations efficiently.

The Asia Pacific region is expected to emerge as one of the fastest-growing regions over the forecast period owing to increasing number of small and medium-sized enterprises (SMEs) in this region that need assistance for technical issues or customer service needs arising from an operation or usage outages with their products/services offered by these firms, thereby driving demand for such systems.

Growth Factors:

Increased demand for help desk and ticketing software from small and medium businesses (SMBs) due to the growing complexity of IT infrastructure and the need for better support.
The increasing trend of BYOD (Bring Your Own Device) in workplaces, which has led to a surge in the number of help desk tickets related to personal devices.
Growing demand for cloud-based help desk and ticketing software due to its scalability, flexibility, and cost-effectiveness.
The rising popularity of self-service portals among customers, which is leading organizations to invest in help desk software that offers customer self-service features.
Proliferation of social media platforms and the use of chatbots as customer service channels, which is driving demand for help desk software that offers integrated chatbot support


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Scope Of The Report
Report Attributes
Report Details
Report Title
Help Desk & Ticketing Software Market Research Report
By Type
Cloud-Based, On-Premises
By Application
Large Enterprises(1000+ Users), Medium-Sized Enterprise(499-1000 Users), Small Enterprises(1-499 Users)
By Companies
Vision Helpdesk, Genesys PureCloud, Canfigure, LiveChat, Wrike, Bitrix24, LiveAgent, HelpDesk, Mint Service Desk, HarmonyPSA, Agile CRM, Teamwork Desk, Zendesk, TeamSupport, Qualtrics, Nextiva, Help Scout
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
178
Number of Tables & Figures
125
Customization Available
Yes, the report can be customized as per your need.

Global Help Desk & Ticketing Software Market Report Segments:
The global Help Desk & Ticketing Software market is segmented on the basis of:
Types
Cloud-Based, On-Premises
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
Large Enterprises(1000+ Users), Medium-Sized Enterprise(499-1000 Users), Small Enterprises(1-499 Users)
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:
Vision Helpdesk
Genesys PureCloud
Canfigure
LiveChat
Wrike
Bitrix24
LiveAgent
HelpDesk
Mint Service Desk
HarmonyPSA
Agile CRM
Teamwork Desk
Zendesk
TeamSupport
Qualtrics
Nextiva
Help Scout



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Highlights of The Help Desk & Ticketing Software 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-Premises
By Application:
Large Enterprises(1000+ Users)
Medium-Sized Enterprise(499-1000 Users)
Small Enterprises(1-499 Users)
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 & Ticketing Software 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.
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Correctly Positioning New Products
Market Entry Strategies
Business Expansion Strategies
Consumer Insights
Understanding Competition Scenario
Product & Brand Management
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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

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