Increasing Adoption of Cloud-Based Solutions Fuels Help Desk and Ticketing Software Market Growth

Cloud computing provides a cost-effective way to handle, store, and process data in a centralized location without investing in expensive hardware and infrastructure. It provides SMEs and startups with a cost-effective way to avail of various software solutions and store their business system on the cloud. Cloud services can be obtained on a subscription or a pay-as-you-go basis, which helps small businesses reduce capital spending and allows them to shift their IT costs to operational expenses. Thus, many organizations prefer cloud-based solutions over on-premise solutions. Software-as-a-service-based (SaaS-based) help desk and ticketing software can be easily accessed through apps or simple interfaces. The service desk agents and managers need only internet connectivity to get access to such ticketing systems. Users’ servers and services are updated and maintained on their help desk and ticketing software vendor’s IT infrastructure. Thus, cloud-based solutions lower the cost burden on organizations and encourage them to focus on other business goals. They assist help desk teams to scale up without the added cost of handling their own software and hardware needs. Thus, the burgeoning popularity of cloud-based solutions benefits the help desk and ticketing software market growth.

Help Desk and Ticketing Software Market: Industry Overview

The help desk and ticketing software market is segmented on the basis of component, deployment, enterprise size, and industry vertical. Based on component, the market is segmented into software and services. On the basis of deployment, the market is segmented into cloud and on-premises. Based on industry vertical, the market is segmented into retail, government, manufacturing, healthcare, IT and telecom, and others. By geography, the help desk and ticketing software market is segmented into North America, Asia Pacific, Europe, the Middle East & Africa, and South & Central America.

In terms of revenue, North America dominated the help desk and ticketing software market share, followed by Europe and APAC, respectively, in 2023. China’s digital economy reached ~US$ 6.9 trillion in 2022 from ~US$ 1.53 trillion in 2012, as claimed by the authority of the Chinese Academy of Cyberspace Studies at a press conference in 2023 World Internet Conference (WIC) Wuzhen. The country also experiences a continuous surge in the number of internet users. As of June 2023, internet penetration had risen to 76.4%, recording 42.1% growth compared to the penetration in 2012. The count of Internet providers in China, which are listed on the stock market, augmented from over 50 in December 2012 to ~160 in June 2023. Thus, the internet penetration and expansion of global internet companies in the country boost the use of software solutions to automate help desk management and customer ticketing systems. These solutions allow customers to access the help desk and ticketing software via various channels, thereby providing mobile access to service agents that facilitate faster issue acknowledgment.

Help Desk and Ticketing Software Market: Competitive Landscape and Key Developments

Zendesk Inc, Genesys, Zoho Corp Pvt Ltd, Freshworks Inc, TEXT S.A., SolarWinds Worldwiden LLC, Atlassian Corp, ServiceNow Inc, SysAid, Exotel Techcom Pvt Ltd,  clickdesk.com,  ProProfs, InvGate, Desku Inc, Hiver, Intercom, Atera Networks Ltd., JPK Software Solutions Pvt. Ltd., OTRS AG, Rother OSS GmbH, and Help Scout PBC are among the leading players profiled in the help desk and ticketing software market report. Several other essential market players were analyzed for a holistic view of the market and its ecosystem. The help desk and ticketing software market report provides detailed market insights, which help the key players strategize their market growth. A few recent key developments, as per company press releases, are mentioned below:

• Zendesk announced the acquisition of Ultimate, an industry-leading service automation provider, to deliver the most complete AI offering for customer experience (CX). As unprecedented demand for AI drives the speed and frequency of customer engagement. With Ultimate, Zendesk aims to offer AI agents with enhanced intelligence to aid in both reactive and proactive problem-solving capabilities, complementing human expertise.

(Source: Zendesk, Press Release, March 2024)

• OdontoCompany, the largest dental chain in Brazil, successfully implemented Freshdesk and Freshservice to revolutionize its IT operations across various departments, resulting in streamlined service delivery and heightened customer satisfaction. Freshworks’ solutions were adopted across four critical departments within OdontoCompany: franchisee support, partnership support, legal affairs, and IT. The transformation began with the implementation of Freshdesk in the franchisee support area, yielding significant improvements in service efficiency and reduced response times. The average initial support time for franchisees decreased from 3 hours to 5 minutes, along with a 50% decrease in the time needed to resolve support tickets.

(Source: Qualcomm Inc, Press Release, April 2024)

• InvGate, a SaaS platform offering information technology service management and IT asset management products, raised US$ 35 million in a growth round to help it continue expanding globally. This was its first institutional funding round. The new investment came after consistent 60% year-over-year growth for the past 3 years.

(Source: InVate, Press Release, July 2023)