Helpdesk Automation Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2021-2026

Helpdesk Automation Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2021-2026

  • June 2021 •
  • 143 pages •
  • Report ID: 5889823 •
  • Format: PDF
The global helpdesk automation market exhibited strong growth during 2015-2020.

Looking forward, the analyst expects the market to grow at a CAGR of 23.6% during 2021-2026. Keeping in mind the uncertainties of COVID-19, we are continuously tracking and evaluating the direct as well as the indirect influence of the pandemic on different end use industries. These insights are included in the report as a major market contributor.

Helpdesk automation refers to automated customer support and ticket management solution that is used for resolving issues and queries of customers and internal staff. It is a crucial component of customer engagement centers (CECs) as it minimizes repetitive tasks and interactions for service agents, enables smart ticket assignment, automates follow-ups and streamlines organizational workflow. It replaces the level one (executive) support and low-value processes to minimize support costs and provide transparency, enhanced productivity and improved consumer experience.

Rapid industrialization, along with the growing demand for business process optimization across the globe, is one of the key factors driving the market growth. Helpdesk automation aids in automatically tracking the tickets generated, staff assignment, performance and customer feedback through notifications and dedicated dashboards. Furthermore, increasing utilization of artificial intelligence (AI) and machine learning (ML) across various industries is also providing a boost to the market growth. AI provides interactive conversational platforms, such as chatbots and virtual support agents that can directly address the customers’ requirements. On the other hand, ML can assist in conducting predictive analytics for demand planning, incident management and workflow improvement. Significant growth in the information technology (IT) and e-commerce industries is also creating a positive outlook for the market. Helpdesk automation software can solve consumer’s queries regarding the products, shipping fees and return policies and assist them in completing the purchase on online portals. Other factors, including rapid urbanization, increasing integration with the Internet of Things (IoT) and cloud-based technologies and extensive research and development (R&D) activities, are projected to drive the market further.

Breakup by Product Type:
Incident Management Systems
Knowledge Based Systems
Self-service Reset Password

Breakup by Deployment:
Cloud Hosted

Breakup by Organization Type:
Large Enterprises
Small and Medium Enterprises

Breakup by Vertical:
IT and Telecom

Breakup by Region:
North America
United States
Asia Pacific
South Korea
United Kingdom
Latin America
Middle East and Africa

Competitive Landscape:
The competitive landscape of the industry has also been examined with some of the key players being Atlassian, Axios Systems, BMC Software, CA Technologies, Frontrange Solutions, Happyfox, Resolve Systems, ServiceNow, Sunrise Software, SunView Software, Vision Helpdesk, etc. Key Questions Answered in This Report:

How has the global helpdesk automation market performed so far and how will it perform in the coming years?
What are the key regional markets?
What has been the impact of COVID-19 on the global helpdesk automation market?
What is the breakup of the market based on the product type?
What is the breakup of the market based on the deployment?
What is the breakup of the market based on the organization type?
What is the breakup of the market based on the vertical?
What are the various stages in the value chain of the industry?
What are the key driving factors and challenges in the industry?
What is the structure of the global helpdesk automation market and who are the key players?
What is the degree of competition in the industry?