Global Help Desk Software Market Overview:
Modern IT help desks and service desks must respond quickly and accurately to a seemingly constant stream of end-user and business-process-affecting IT issues. Keeping track of all outstanding issues and referencing those that have previously been resolved is an important aspect of achieving that speed and accuracy. Help desk effectiveness and efficiency are significantly reliant on employing fit-for-purpose help desk software to support help desk personnel and their IT service management (ITSM) processes, due to the complexity of modern organisations and the requirement for continual cost savings. It is help desk software that supports incident management and request management through workflow and automation, as well as other efficiency and customer-experience-enhancing features such as self-service portals, knowledge bases, remote control, and email integration. Help desk software enables help desk agents to handle a wide range of end-user contacts, including incidents, requests for service or information, and complaints. This means that multiple calls about the same problem or requirement are recorded as tickets, linked together, and assigned to the same person or team working on it.
- Emergence of Consumer-Centric Practices in the Business-To-Consumer (B2C)
- Increasing Demand for Help Desk Software due to growing Number of Tickets
- Huge Investment in Installing and Maintaining the Software
- Risk of Managing Shadow IT
- Rising Opportunities in Emerging Economies
- Rising Data Security Concerns
- Complex Set of Standards and Regulations by Government
The demand for Help Desk Software is increasing. Businesses in this sector face global competition from market leaders who control a large share of the market. Companies are differentiating their products from competition by employing environmentally friendly materials and manufacturing techniques. The Leading Players are engaging in strategic global expansion to maintain their Market Position. Players are expected to focus on the creation of new compounds, which would likely drive the worldwide market forward over the forecast period.
Some of the key players profiled in the report are Salesforce (United States), IBM (United States), Atlassian (Australia), TOPdesk (Netherlands), Freshworks (United States), Zoho Corporation (India), Spiceworks (United States), Kayako (United Kingdom), SolarWinds (United States) and SysAid (Israel). Additionally, following companies can also be profiled that are part of our coverage like Bitrix24 (United States), Issuetrak (United States) and Zendesk (United States). Analyst at AMA Research see United States Players to retain maximum share of Global Help Desk Software market by 2026. Considering Market by End Use Verticals, the sub-segment i.e. Government will boost the Help Desk Software market. Considering Market by Type, the sub-segment i.e. Cloud – Based will boost the Help Desk Software market. Considering Market by Features, the sub-segment i.e. Automated Ticketing System and Ticket Routing will boost the Help Desk Software market. Considering Market by Enterprise Size, the sub-segment i.e. Large Enterprise will boost the Help Desk Software market.
In February 2019 Freshworks had announced the launch of Omniroute. Freshworks' Omniroute automatically distributes client enquiries from various channels to agents who can provide immediate assistance. Omniroute also allows for a more seamless transition from bot to human interaction.
What Can be Explored with the Help Desk Software Market Study
Gain Market Understanding
Identify Growth Opportunities
Analyze and Measure the Global Help Desk Software Market by Identifying Investment across various Industry Verticals
Understand the Trends that will drive Future Changes in Help Desk Software
Understand the Competitive Scenario
- Track Right Markets
- Identify the Right Verticals
The top-down and bottom-up approaches are used to estimate and validate the size of the Global Help Desk Software market.
In order to reach an exhaustive list of functional and relevant players various industry classification standards are closely followed such as NAICS, ICB, SIC to penetrate deep in important geographies by players and a thorough validation test is conducted to reach most relevant players for survey in Help Desk Software market.
In order to make priority list sorting is done based on revenue generated based on latest reporting with the help of paid databases such as Factiva, Bloomberg etc.
Finally the questionnaire is set and specifically designed to address all the necessities for primary data collection after getting prior appointment by targeting key target audience that includes Venture and Capitalist, New entrants/investors, Analysts and Strategic Business Partners, Government and End-use industries.
This helps us to gather the data related to players revenue, operating cycle and expense, profit along with product or service growth etc.
Almost 70-80% of data is collected through primary medium and further validation is done through various secondary sources that includes Regulators, World Bank, Association, Company Website, SEC filings, OTC BB, USPTO, EPO, Annual reports, press releases etc.