What Fueled The Previous Growth In The Helpdesk Automation Market?
The helpdesk automation market has seen considerable growth due to a variety of factors.
• In recent times, the size of the helpdesk automation market has seen tremendous growth. It's projected to expand from $6.14 billion in 2024, surging to $8.14 billion in 2025, which translates to a compound annual growth rate (CAGR) of 32.6%.
Factors like increasing need for effective customer support services, wider implementation of cloud-based technologies, growing use of automation technologies such as chatbots and virtual assistants, the requirement for better customer data handling and evaluation, and emphasis on boosting employee productivity through automation have all contributed to the growth experienced in the historic period.
How Does the Forecast Look for the Helpdesk Automation Market?
The helpdesk automation market is expected to maintain its strong growth trajectory in upcoming years.
• The market size for helpdesk automation is projected to witness a significant surge in the upcoming years, hitting a noteworthy $24.93 billion in 2029 with a Compound Annual Growth Rate (CAGR) of 32.3%.
This expansion during the forecast period is largely due to increase in requirement for industrial automation in manufacturing sectors, a surge in digital process automation across different sectors, the regular adoption of contemporary technologies in businesses, emphasis on refining ticket management and decreasing human errors, as well as the need for faster resolution times access. Key trends in the forecast period encompass the rising adoption of AI and machine learning technologies for personalized client support, amplified attention on improving customer data management and analysis, and the escalating demand for efficient and effective customer support services.
What Are The Leading Drivers Of Growth In The Helpdesk Automation Market?
The escalating reliance on workflow automation is predicted to boost the expansion of the helpdesk automation market in the future. Workflow automation is the application of technology to mechanize mundane, recurrent tasks and streamline business operations. The upswing in workflow automation arises from the demand to augment efficiency, curb expenses, amplify productivity, and guarantee regulatory compliance. Helpdesk automation aids in enhancing workflow automation through the integration of ticketing systems, automation of ticket distribution, provision of self-service options, deployment of chatbots, and delivery of data analysis for process improvement. For instance, a study carried out by the Department for Digital, Culture, Media & Sport (DCMS) in January 2022 projected a significant upsurge in the adoption of AI technology, rising from 15.1% in 2020 to 22.7% in 2025. This escalation equates to an additional 267,000 businesses incorporating AI into their operations. Moreover, it's projected that roughly 34.8% of businesses, approximately 1.3 million firms, will have integrated AI by 2050. Hence, the accelerating trend of workflow automation is propelling the growth of the helpdesk automation market.
How Are The Segments Defined Within The Global Helpdesk Automation Market?
The helpdesk automation market covered in this report is segmented –
1) By Type: Web Help Desk, On-Premise Help Desk, Enterprise Help Desk, Open Source Help Desk
2) By Solution: Ticket Sortation, Ticket Scheduling, Alert Management
3) By Organization Size: Large Enterprises, Small And Medium Enterprises
4) By Vertical: Information Technology and Telecom, Banking Financial Services And Insurance (BFSI), Government, Education, Healthcare, Manufacturing, Automotive, Retail, Other Verticals
Subsegments:
1) By Web Help Desk: Cloud-Based Help Desk, SaaS-Based Help Desk
2) By On-Premise Help Desk: On-Premise Software Solutions, On-Premise Hardware Solutions
3) By Enterprise Help Desk: IT Help Desk Solutions, HR Help Desk Solutions, Customer Support Help Desk Solutions, Multi-Department Help Desk Solutions
4) By Open Source Help Desk: Open Source Software (Self-Hosted), Open Source SaaS Solutions
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What Trends Are Shaping The Helpdesk Automation Market?
Leading firms in the helpdesk automation market are leveraging advanced technologies like AI to enhance their market profitability. The concept of artificial intelligence intimates the imitation of human intelligence processes by machines, thus enabling them to perform functions such as discerning, reasoning, and decision-making. For example, in August 2023, Kognitos - a US-based software entity, introduced a generative AI automation platform. This platform authorizes business users to carry out a wide range of tasks related to the planning, verification, execution, and upkeep of business process automation using natural language. It boasts key elements such as "Self Service for All," which capacitates users to construct automation without any pre-training, and "Human Language Interpreter 2.0," which decodes business processes expressed in human language to code, and seamlessly integrates with efficiencies tools, ERP, CRM, and databases.
Who Are the Key Players In The Helpdesk Automation Market?
Major companies operating in the helpdesk automation market are:
• NTRglobal S.L.
• Broadcom Inc.
• Salesforce Inc.
• ServiceNow Inc.
• Atlassian Pty Ltd.
• BMC Software Inc.
• Zendesk Inc.
• SolarWinds Worldwide LLC
• TeamViewer AG
• Ivanti Inc.
• Freshworks Inc.
• ConnectWise LLC
• Kaseya Limited
• Sunrise Software Limited
• Spiceworks LLC
• Resolve Systems LLC
• IFS Capital Limited
• Kayako Ltd.
• SunView Software Inc.
• NetIQ Corporation
• Groove Networks LLC
• Vision Helpdesk
• HappyFox Inc.
• Tenfold
• Deskero Srl
What Is The Most Dominant Region In The Helpdesk Automation Market?
North America was the largest region in the helpdesk automation market in 2024. The regions covered in the helpdesk automation market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, Africa.
