Market Highlights
The global helpdesk automation market is anticipated to surpass a valuation of USD 11 billion,
attaining a CAGR of 33% during the review period (2017-2023), Market Research Future (MRFR)
reveals in a detailed analysis.
The global helpdesk automation market has witnessed a tectonic surge over the past few years. The
soaring demand for automated routine processes has led organizations to plan to minimize level
one support, also referred to as customer support executive. It is being replaced with helpdesk
automation. This is due to the new industry chain structure, which comprises helpdesk automation.
The adoption of personal devices in the workspace is predicted to contribute to the market growth.
Helpdesk automation provides a fast query solving process, which has further accelerated its
adoption across industry verticals like healthcare, BFSI, education, and more.
The significant shift towards machine learning and AI is the prime factor accelerating the growth of
the helpdesk automation market across the globe. Technological advancements in IT, along with the
use of cloud-based solutions, are anticipated to spur market growth. Moreover, the growth in the
tablet and smartphone market is enthralling organizations to adopt helpdesk automation to detect
immediate requirements in digital customer experience
On the contrary, small organizations have limited capabilities to adopt automation processes, which
restricts the growth of the market across the globe.
Segmentation:
The global helpdesk automation market size is segmented on the basis of solution, software type,
organization size, and end users.
By software type, the helpdesk automation market is segmented into open source help desk, web
helpdesk software, on-premise help desk software, and enterprise help desk software. Of these, the
web helpdesk software segment is predicted to lead due to wider applications of the segment and
rising use of the internet.
By solution, the helpdesk automation market is segmented into ticket sortation, alert management,
and ticket scheduling.
By end users, the helpdesk automation market is segmented into telecom, IT, government,
education, automotive, retail, healthcare, and BFSI. Of these, IT and telecom sectors are considered
to lead the global market due to increased chances of customer queries regarding a company’s
services and products. The advancements made in IT, along with the surging demand for helpdesk
automation by large organizations to shift to automation, are predicted to contribute to the market
growth.
By organization size, the helpdesk automation market is segmented into large enterprises and small
& medium-size enterprises. Of these, large enterprises are predicted to lead the market as these
organizations can easily adopt new technologies.
Regional Analysis:
Geographically, the helpdesk automation market spans across Europe, North America, Asia Pacific,
and the Rest of the World (RoW).