Helpdesk Automation Global Market Report 2024

The helpdesk automation market size has grown exponentially in recent years. It will grow from $4.65 billion in 2023 to $6.14 billion in 2024 at a compound annual growth rate (CAGR) of 31.9%. The expansion observed in the historical period can be credited to a surge in demand for effective customer support services, the widespread uptake of cloud-based technologies, increased utilization of automation tools such as chatbots and virtual assistants, a growing need for enhanced management and analysis of customer data, and a concerted effort to boost employee productivity through automation initiatives.

The helpdesk automation market size is expected to see exponential growth in the next few years. It will grow to $18.85 billion in 2028 at a compound annual growth rate (CAGR) of 32.4%. The projected growth in the upcoming period can be ascribed to increased demand for industrial automation within manufacturing sectors, a rise in digital process automation across diverse industries, and the mainstream adoption of modern technologies as standard practice in business operations. Additionally, there's a notable emphasis on enhancing ticket management processes and minimizing human error, driven by the imperative for quicker resolution times and improved accessibility. Major trends anticipated in the forecast period encompass the escalating adoption of AI and machine learning technologies for personalized customer support, heightened focus on optimizing customer data management and analysis, and a growing demand for efficient and effective customer support services.

The surge in workflow automation is poised to drive the expansion of the helpdesk automation sector in the foreseeable future. Workflow automation involves leveraging technology to streamline business processes by automating repetitive tasks, thereby enhancing efficiency, reducing costs, boosting productivity, and ensuring compliance. Helpdesk automation complements this trend by integrating ticketing systems, automating ticket routing, offering self-service options, deploying chatbots, and employing data analysis for process optimization. For instance, in January 2022, according to a study conducted by the Department for Digital, Culture, Media & Sport (DCMS) there is a projected substantial rise in AI technology adoption from 15.1% in 2020 to 22.7% in 2025, with an added 267,000 businesses integrating AI into their processes. Additionally, it's anticipated that around 34.8% of businesses will have embraced AI by 2050, totaling approximately 1.3 million companies utilizing this technology. Therefore, increasing workflow automation is driving the growth of the helpdesk automation market.

Prominent players in the helpdesk automation domain are leveraging advanced technologies, particularly artificial intelligence (AI), to bolster their market competitiveness. AI encompasses the simulation of human intelligence processes by machines, enabling tasks such as learning, reasoning, and decision-making. For instance, in August 2023, Kognitos introduced a generative AI automation platform designed to facilitate various business tasks using natural language. Notable features include Self Service for All, allowing users to create automation effortlessly, and Human Language Interpreter 2.0, which interprets human language business processes as code and integrates seamlessly with productivity tools and databases.

In August 2021, Zendesk, a leading US-based software as a service (SaaS) provider, acquired Cleverly.ai, a Portugal-based AI-powered customer service platform, for an undisclosed sum. This strategic move is aimed at bolstering Zendesk's AI capabilities and expanding its offerings in advanced analytics and automation solutions for customer support. Cleverly.ai's features include agent support, automated processes, and knowledge organization functionalities, reinforcing Zendesk's position in the competitive 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.

North America was the largest region in the helpdesk automation market in 2023. The regions covered in the helpdesk automation market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, Africa.

The countries covered in the helpdesk automation market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, USA, Canada, Italy, Spain.

Helpdesk automation involves deploying software solutions and technologies to automate repetitive tasks, streamline support ticket management, and boost the efficiency of customer service operations within a helpdesk or support center. Its objective is to enhance response times, diminish manual workloads, and elevate overall customer satisfaction.

Various types of helpdesk automation include web helpdesks, on-premise helpdesks, enterprise helpdesks, and open-source helpdesks. Web help desks, for instance, are web-based ticketing and IT asset management software designed to optimize IT operations and simplify help desk management. These solutions encompass features such as ticket sorting, scheduling, and alert management tailored for diverse sectors such as information technology, telecommunications, banking, financial services, insurance (BFSI), government, education, healthcare, manufacturing, automotive, retail, and other industries.

The helpdesk automation market research report is one of a series of new reports that provides helpdesk automation market statistics, including helpdesk automation industry global market size, regional shares, competitors with a helpdesk automation market share, detailed helpdesk automation market segments, market trends and opportunities, and any further data you may need to thrive in the helpdesk automation industry. This helpdesk automation market research report delivers a complete perspective on everything you need, with an in-depth analysis of the current and future scenarios of the industry.

The helpdesk automation market consists of revenues earned by entities by providing services such as ticketing systems, self-service portals, chatbots, knowledge base management, workflow automation, analytics, integration, and mobile support. The market value includes the value of related goods sold by the service provider or included within the service offering. The helpdesk automation market also includes sales of computers, servers, networking equipment, telephony systems, mobile devices, printers and scanners. Values in this market are ‘factory gate’ values, that is the value of goods sold by the manufacturers or creators of the goods, whether to other entities (including downstream manufacturers, wholesalers, distributors and retailers) or directly to end customers. The value of goods in this market includes related services sold by the creators of the goods.

The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified).

The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products.


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