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Helpdesk Automation Market Research Report - Global Forecast to 2027

Helpdesk Automation Market, By Software (Web help desk, Open source help desk), Solution (Alert Management, Ticket Sortation), End User (IT, Telecommunication, Education, Government, Retail), Organization Size (Large, SME’s) Forecast till 2027

ID: MRFR/ICT/3288-HCR | February 2021 | Region: Global | 100 pages

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Helpdesk Automation Market Overview:


The helpdesk automation market is expected to grow at a CAGR of 33% from 2017 to 2023. The market is expected to be worth USD 11 billion by 2023. The helpdesk automation market is growing exponentially largely because more and more people want to be helped as quickly as possible. They also want their issues to be solved as quickly as possible. 

Helpdesk automation automates those tasks that are either mundane and/or menial and must be performed repeatedly. This desk helps resolve simple and more complex technical issues that customers may have regarding a particular product or service. Because of their cost and complexity, they tend to be used more by large than by small or even medium-sized organizations.

Helpdesk Automation Market COVID-19 Analysis:

COVID-19 soon proved that it was more than a nuisance virus when it became a major global issue last year. Many people caught this virus, thus causing the global pandemic. The effects of the virus were not consistent or uniform, though. Most recovered with little problem. However, a small percentage had to be hospitalized, and a few people died because of it.

Governments responded by imposing lockdowns and quarantines to try to contain the spread of the virus. This had limited success. However, it did encourage more people to work, shop, and do business remotely. It also leads to breakneck growth in the global helpdesk automation market. The CAGR in this market is expected to be very high long after the pandemic has completely disappeared.

Helpdesk Automation Market Dynamics


More and more people and organizations are either using or are going to use personal digital devices like iPhones and iPads. This is a key factor that’s driving exponential growth in the helpdesk automation market.


Small organizations are not adapting to helpdesk automation technologies in the droves largely because these devices and technologies are out of their budget. Also, many organizations may not be having the IT infrastructure needed to successfully integrate these technologies into their workplaces.


One key challenge that the global helpdesk automation market faces lies in the fact that the manufacturers must continue to develop newer devices that are more efficient and effective in terms of resolving customer technical inquiries while keeping a lower price point for smaller businesses.


The fact that more individuals and companies are using devices that rely on helpdesk automation technologies is motivating many companies to invest heavily in research and development to come up with a new generation of technologies that are more efficient and offer the end consumer more options while keeping costs down.

Cumulative Growth Analysis:

The CAGR for the global helpdesk automation market is expected to be 33% until at least the end of 2023. The market is expected to be worth USD 11 million by then.

Helpdesk Automation Market Technology Analysis:

Landesk Software is a major American player in the global helpdesk automation market. It has managed to maintain a superior position in the market by investing heavily in research and development. This has allowed it to come up with innovative products with more useful capabilities. One such product is the neurons for healing. These are bots that are designed to diagnose and treat complex medical problems. 

Helpdesk Automation Market Segment Overview:

By software Type

The global helpdesk automation market can be divided into the following segments based on software:

  • Web helpdesk software

  • Open source help desk

  • Enterprise help desk software

  • On-premise help desk software

Software is vital in terms of automating helpdesks because it’s the software that powers these helpdesks the most. These software programs follow patterns that dictate and determine how customer tickets are to be sorted, assigned, and managed. The software programs also regulate reminding the helpdesk staff if they’ve successfully resolved key ticket issues on time.

Web helpdesk software is the most important software program largely because it uses the Internet to operate.

By Solution:

The market can be divided into the following segments based on the solution:

  • Alert management 

  • Sorting tickets

  • Managing tickets

  • Scheduling tickets

These solutions are designed to help helpdesk staff resolve ticket queries as soon as possible and as effectively as possible so that they can resolve as many tickets as possible in as little time as possible.

The automation helpdesk gives the staff tickets and the amount of time that they have to resolve the issues. It then lets the staff know when new tickets with new issues have been raised.

By End-User

The end-users in the global helpdesk automation market tend to be:

  • IT 

  • Telecom

  • Education

  • Government

  • Retail

  • Automotive

  • Healthcare

  • BFSI

It’s the end-user segment that uses helpdesk automation technologies the most. They also have the widest range of uses for these technologies.

The IT and telecoms sectors tend to use the technologies the most because they are very technical in nature. Therefore, they have the most need for the technologies. Companies in these sectors also tend to be among the first to embrace new advances in automation technology. This is because most companies in these sectors are larger. Not only can they afford the expensive automation technologies that increasingly power helpdesks, but they rely on these technologies in order to survive.

The government, retail, and healthcare sectors are witnessing growing demand for helpdesk automation technologies largely because they have to put a lot of information on their websites regarding their policies and procedures, products, and services for their customers to read. Customers are very savvy and want as much information as possible. This allows them to make well-informed strategic decisions in terms of deciding which products and/or services to purchase.

This is especially true in the Asia-Pacific region and in the developing nations of Eastern and Central Europe. There, governments are trying to automate many of their basic and routine/repetitive processes by gravitating towards using digital platforms.

By Organization Size:

The global helpdesk automation market is divided into the following sectors based on organization size:

  • Small enterprises

  • Medium enterprises

  • Large enterprises

Large enterprises have lots of customer tickets that come in that need basic technologies to process. They also need basic information and knowledge to process. These are known as level one technologies. These can easily be automated. They are leading the pack in terms of using helpdesk automation technologies largely because of this issue. However, the fact that they have the money and infrastructure that can support this is also equally important.

Helpdesk Automation Market Regional Analysis:

The global helpdesk automation market is separated into the following regions:

  • North America

  • The European Union

  • Asia-Pacific

  • The Middle East and North Africa

  • The rest of the world

North America has the largest market share. There are many reasons for this. One is that it has the superior IT infrastructure to support this. The other is that it is home to some of the largest and most sophisticated companies in the world. Another factor is that many large helpdesk automation companies are already in North America. It was also the first region in the world to adopt cloud technology. This is crucial in terms of supporting helpdesk automation.

The European Union is showing steady but consistent growth. An interesting trend that’s driving some of this growth is the fact that many large North American companies are also setting up operations in the European Union. The European Union is also home to companies that need this type of technology.

The Asia-Pacific region is home to India and China. These nations are developing rapidly. This is fueling the growth of a rapidly growing middle class that wants to buy things. This is leading to a high regional CAGR in the helpdesk automation market. This is further reinforced by the fact that internet penetration is growing rapidly in these two nations.

Helpdesk Automation Market Competitive Landscape:

The global helpdesk automation market is highly competitive. The reason being that there are many companies that are already in the market and many more that want to enter. These companies are finding that they must invest heavily in research and development to survive. This allows them to come up with newer products that have more features and uses and are more innovative. They can then outsell their competitors.

Companies are also finding that they must enter into joint ventures and/or merge with/acquire other companies in order to survive. The new resources that they get from this activity allow them to enter into new markets on a strong footing. They can also easily solidify their positions in existing markets. Either way, it allows them to create the sustainable competitive advantage that they need to survive.

Landesk Software has managed to survive by bringing a new generation of helpdesk automation technologies with interesting new applications to market. One such application is the neurons for spend intelligence. This technology can help companies understand how much they’re spending on new technologies and how much money that new technology is helping them generate.

Helpdesk Automation Market List of Companies:

  • BMC Software, Inc (U.S.)

  • CA Technologies (U.S.)

  • Hewlett Packard Enterprise Company (U.S.)

  • Landesk Software (U.S.)

  • ServiceNow, Inc (U.S.)

  • xios Systems (U.K.)

  • HappyFox Inc (U.S.)

  • FrontRange Solutions (U.S.)

  • NTRglobal (Spain)

  • Sunrise Software Ltd (U.K.)

  • Atlassian Corporation Plc. (Australia)

Helpdesk Automation Market Recent Developments:

  • Ivanti for neurons now integrates into Citrix workspace

  • Ivanti to integrate two innovative and new platforms to boost worker productivity

Helpdesk Automation Market Report Overview:

The global helpdesk automation market is growing at a CAGR of 33% a year. This is expected to continue until 2023. The market is expected to be worth USD 11 million by then. North America has the largest market share, but the Asia-Pacific region has the highest CAGR of all of the regions in the world.

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Frequently Asked Questions (FAQ) :

The escalation in the use of personal devices in the market is expected to motivate the market in the coming years.

Axios Systems (U.K.), ServiceNow, Inc (U.S.), HappyFox Inc (U.S.), NTRglobal (Spain), FrontRange Solutions (U.S.) ,and Sunrise Software Ltd (U.K.) are the major contenders in the global market.

A 34.17% CAGR is expected from the market in the coming period.

A USD 5.01 billion is forecasted for the market in the coming years.

Solution, software type, end-users, and organization size are estimated to form a better comprehension of the market.