ヘルプデスク自動化市場レポート：製品タイプ、展開、組織タイプ、業界別、地域別、2024-2032

世界のヘルプデスク自動化市場規模は2023年に84億米ドルに達しました。今後、IMARC Groupは、2024年から2032年にかけて28.1%の成長率（CAGR）を示し、2032年までに825億米ドルに達すると予測しています。同市場は、費用対効果の高いソリューションへの需要の高まり、個人の総合的な満足度向上への注目の高まり、プロセスを合理化するための人工知能（AI）や機械学習（ML）などの先進技術の統合によって、着実な成長を遂げています。

ヘルプデスク自動化市場の分析：

市場の成長と規模：効率的なサポートソリューションへの需要の高まりと、拡張性へのニーズの高まりにより、市場は安定した成長を遂げています。

技術の進歩：ヘルプデスク自動化システムのインテリジェンスを強化するための人工知能（AI）と機械学習（ML）の統合は、前向きな市場見通しを提供しています。

産業アプリケーション：ヘルプデスク・オートメーションは、ヘルスケア、金融、IT・通信など、さまざまな業界で応用されています。

地域動向：北米は大企業の増加により市場をリードしています。しかし、効率的でスケーラブルなヘルプデスク自動化ソリューションに対する需要の高まりから、アジア太平洋地域が急成長市場として浮上しています。

競合情勢：主要企業は、電子メール、チャット、ソーシャルメディア、モバイルアプリなど、複数のコミュニケーションチャネルでサポート機能を拡大しています。

課題と機会：同市場は、データ・セキュリティの懸念などの課題に直面する一方で、自動化を活用して個人向けにパーソナライズされた体験を提供する機会にも遭遇しています。

将来の展望：ヘルプデスク自動化市場の将来は、データ主導の意思決定に対するニーズの高まりとともに、有望視されています。さらに、環境の持続可能性への注目の高まりが、市場の成長を促進すると予測されます。

ヘルプデスク自動化市場の動向：

費用対効果の高いソリューションに対する需要の高まり

費用対効果の高いソリューションに対する需要の高まりが、市場の成長に寄与しています。これに伴い、自動化により、従来のサポートセンターを大規模な人員で運営する場合と比較して、運用コストを削減することができます。企業は、チケットのルーティング、データ入力、基本的な問題解決などのルーチン・タスクを自動化することで、リソースの割り当てを最適化し、大規模な人員の必要性を最小限に抑え、人件費を節約することができます。さらに、自動化は、手作業によるプロセスで発生する可能性のあるエラーや不整合の削減にも役立ちます。これに加えて、クラウドベースのヘルプデスク自動化ソリューションの採用が増加しており、ハードウェアやインフラへの先行投資が不要なことも、市場の成長を支えています。クラウドソリューションの従量課金モデルと拡張性は、さらにコスト効率に貢献しています。さらに、費用対効果の高いヘルプデスク自動化ソリューションは、多くの場合セルフサービス・オプションを提供し、ユーザーが独自に回答を見つけて問題を解決できるようにします。これにより、サポートへの問い合わせが減少し、結果としてサポートチームの作業負荷が軽減されます。

ユーザーエクスペリエンスの向上への注目の高まり

個人の満足度を高めるためにヘルプデスク自動化ソリューションの採用が増加していることが、市場の成長に寄与しています。これに加えて、人々は即時の支援、パーソナライズされた対話、不必要な遅延のない問題解決をますます好むようになっています。ヘルプデスクの自動化は、ルーチン・タスクの自動化、問い合わせの分類と優先順位付け、チャットボットや自動発券システムによる即時応答の提供によって、こうした期待に応えます。これに伴い、自動化により、個人のすべての問い合わせが迅速に認識され、個人の全体的な満足度が向上します。これにより、サポートチームは、顧客固有のニーズへの対応など、より複雑で付加価値の高いタスクに労力を集中できるようになります。さらに、企業は自動化によるプロアクティブなサポートに注力しています。さらに、ヘルプデスクシステムは、AIやMLを活用することで、問題がエスカレートする前に予測して対処し、プロアクティブなカスタマーケアへのコミットメントを示し、潜在的な不満を防ぐことができます。これとは別に、ヘルプデスク・オートメーション・ソリューションのセルフサービス・オプションにより、ユーザーは回答や解決策を独自に見つけることができ、人的介入の必要性を減らし、より迅速な問題解決が可能になります。

先進技術の統合

ヘルプデスク・オートメーションに人工知能（AI）や機械学習（ML）技術などの先進技術を統合することが、市場の成長を後押ししています。この統合により、企業は顧客サポートを処理し、プロセスを合理化し、サービスの質を高めることができます。これとは別に、AIシステムは24時間体制で個人からの問い合わせを理解し対応することができ、対応時間を短縮することができます。AIシステムは、よくある質問（FAQ）や基本的な問題解決などのルーティンワークを処理することができるため、人間のエージェントはより複雑で付加価値の高いやりとりに集中することができます。さらに、MLアルゴリズムは個人の膨大な履歴データを分析し、パターンや動向を特定します。このデータ駆動型のアプローチにより、個人のニーズや問題を予測する予測分析が可能になり、プロアクティブなサポートが可能になります。これと同様に、センチメント分析もMLアプリケーションの1つで、インタラクションから顧客の感情を評価し、企業が個人の満足度を測定し、製品やサービスの改善点を特定するのに役立ちます。

目次

第1章 序文

第2章 調査範囲と調査手法

• 調査目的
• 利害関係者
• データソース
  • 一次情報
  • 二次情報
• 市場推定
  • ボトムアップアプローチ
  • トップダウンアプローチ
• 調査手法

第3章 エグゼクティブサマリー

第4章 イントロダクション

• 概要
• 主要産業動向

第5章 世界のヘルプデスク自動化市場

• 市場概要
• 市場実績
• COVID-19の影響
• 市場予測

第6章 市場内訳：製品タイプ別

• インシデント管理システム
  • 市場動向
  • 市場予測
• ナレッジベースシステム
  • 市場動向
  • 市場予測
• セルフサービス型パスワードリセット
  • 市場動向
  • 市場予測
• その他
  • 市場動向
  • 市場予測

第7章 市場内訳：デプロイメント別

• クラウドホスティング
  • 市場動向
  • 市場予測
• オンプレミス
  • 市場動向
  • 市場予測

第8章 市場内訳：組織タイプ別

• 大企業
  • 市場動向
  • 市場予測
• 中小企業
  • 市場動向
  • 市場予測

第9章 市場内訳：業界別

• IT・通信
  • 市場動向
  • 市場予測
• BFSI
  • 市場動向
  • 市場予測
• 政府機関
  • 市場動向
  • 市場予測
• 教育
  • 市場動向
  • 市場予測
• ヘルスケア
  • 市場動向
  • 市場予測
• 製造業
  • 市場動向
  • 市場予測
• 自動車
  • 市場動向
  • 市場予測
• 小売
  • 市場動向
  • 市場予測
• その他
  • 市場動向
  • 市場予測

第10章 市場内訳：地域別

• 北米
  • 米国
    • 市場動向
    • 市場予測
  • カナダ
    • 市場動向
    • 市場予測
• アジア太平洋
  • 中国
    • 市場動向
    • 市場予測
  • 日本
    • 市場動向
    • 市場予測
  • インド
    • 市場動向
    • 市場予測
  • 韓国
    • 市場動向
    • 市場予測
  • オーストラリア
    • 市場動向
    • 市場予測
  • インドネシア
    • 市場動向
    • 市場予測
  • その他
    • 市場動向
    • 市場予測
• 欧州
  • ドイツ
    • 市場動向
    • 市場予測
  • フランス
    • 市場動向
    • 市場予測
  • 英国
    • 市場動向
    • 市場予測
  • イタリア
    • 市場動向
    • 市場予測
  • スペイン
    • 市場動向
    • 市場予測
  • ロシア
    • 市場動向
    • 市場予測
  • その他
    • 市場動向
    • 市場予測
• ラテンアメリカ
  • ブラジル
    • 市場動向
    • 市場予測
  • メキシコ
    • 市場動向
    • 市場予測
  • その他
    • 市場動向
    • 市場予測
• 中東・アフリカ地域
  • 市場動向
  • 市場内訳：国別
  • 市場予測

第11章 SWOT分析

• 概要
• 強み
• 弱み
• 機会
• 脅威

第12章 バリューチェーン分析

第13章 ポーターのファイブフォース分析

• 概要
• 買い手の交渉力
• 供給企業の交渉力
• 競合の程度
• 新規参入業者の脅威
• 代替品の脅威

第14章 価格指標

第15章 競合情勢

• 市場構造
• 主要企業
• 主要企業のプロファイル
  • Atlassian Pty Ltd.
  • AXIOS SYSTEMS PLC
  • BMC Software, Inc.
  • Broadcom, Inc.
  • Ivanti, Inc.
  • HappyFox Inc.
  • Resolve Systems, LLC
  • ServiceNow, Inc.
  • Sunrise Software Limited
  • SunView Software
  • Vision Helpdesk

List of Figures

• Figure 1: Global: Helpdesk Automation Market: Major Drivers and Challenges
• Figure 2: Global: Helpdesk Automation Market: Sales Value (in Billion US$), 2018-2023
• Figure 3: Global: Helpdesk Automation Market: Breakup by Product Type (in %), 2023
• Figure 4: Global: Helpdesk Automation Market: Breakup by Deployment (in %), 2023
• Figure 5: Global: Helpdesk Automation Market: Breakup by Organization Type (in %), 2023
• Figure 6: Global: Helpdesk Automation Market: Breakup by Vertical (in %), 2023
• Figure 7: Global: Helpdesk Automation Market: Breakup by Region (in %), 2023
• Figure 8: Global: Helpdesk Automation Market Forecast: Sales Value (in Billion US$), 2024-2032
• Figure 9: Global: Helpdesk Automation (Incident Management Systems) Market: Sales Value (in Million US$), 2018 & 2023
• Figure 10: Global: Helpdesk Automation (Incident Management Systems) Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 11: Global: Helpdesk Automation (Knowledge-Based Systems) Market: Sales Value (in Million US$), 2018 & 2023
• Figure 12: Global: Helpdesk Automation (Knowledge-Based Systems) Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 13: Global: Helpdesk Automation (Self-service Reset Password) Market: Sales Value (in Million US$), 2018 & 2023
• Figure 14: Global: Helpdesk Automation (Self-service Reset Password) Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 15: Global: Helpdesk Automation (Other Product Types) Market: Sales Value (in Million US$), 2018 & 2023
• Figure 16: Global: Helpdesk Automation (Other Product Types) Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 17: Global: Helpdesk Automation (Cloud Hosted) Market: Sales Value (in Million US$), 2018 & 2023
• Figure 18: Global: Helpdesk Automation (Cloud Hosted) Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 19: Global: Helpdesk Automation (On-premise) Market: Sales Value (in Million US$), 2018 & 2023
• Figure 20: Global: Helpdesk Automation (On-premise) Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 21: Global: Helpdesk Automation (Large Enterprises) Market: Sales Value (in Million US$), 2018 & 2023
• Figure 22: Global: Helpdesk Automation (Large Enterprises) Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 23: Global: Helpdesk Automation (Small and Medium Enterprises) Market: Sales Value (in Million US$), 2018 & 2023
• Figure 24: Global: Helpdesk Automation (Small and Medium Enterprises) Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 25: Global: Helpdesk Automation (IT and Telecom) Market: Sales Value (in Million US$), 2018 & 2023
• Figure 26: Global: Helpdesk Automation (IT and Telecom) Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 27: Global: Helpdesk Automation (BFSI) Market: Sales Value (in Million US$), 2018 & 2023
• Figure 28: Global: Helpdesk Automation (BFSI) Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 29: Global: Helpdesk Automation (Government) Market: Sales Value (in Million US$), 2018 & 2023
• Figure 30: Global: Helpdesk Automation (Government) Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 31: Global: Helpdesk Automation (Education) Market: Sales Value (in Million US$), 2018 & 2023
• Figure 32: Global: Helpdesk Automation (Education) Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 33: Global: Helpdesk Automation (Healthcare) Market: Sales Value (in Million US$), 2018 & 2023
• Figure 34: Global: Helpdesk Automation (Healthcare) Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 35: Global: Helpdesk Automation (Manufacturing) Market: Sales Value (in Million US$), 2018 & 2023
• Figure 36: Global: Helpdesk Automation (Manufacturing) Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 37: Global: Helpdesk Automation (Automotive) Market: Sales Value (in Million US$), 2018 & 2023
• Figure 38: Global: Helpdesk Automation (Automotive) Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 39: Global: Helpdesk Automation (Retail) Market: Sales Value (in Million US$), 2018 & 2023
• Figure 40: Global: Helpdesk Automation (Retail) Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 41: Global: Helpdesk Automation (Others) Market: Sales Value (in Million US$), 2018 & 2023
• Figure 42: Global: Helpdesk Automation (Others) Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 43: North America: Helpdesk Automation Market: Sales Value (in Million US$), 2018 & 2023
• Figure 44: North America: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 45: United States: Helpdesk Automation Market: Sales Value (in Million US$), 2018 & 2023
• Figure 46: United States: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 47: Canada: Helpdesk Automation Market: Sales Value (in Million US$), 2018 & 2023
• Figure 48: Canada: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 49: Asia Pacific: Helpdesk Automation Market: Sales Value (in Million US$), 2018 & 2023
• Figure 50: Asia Pacific: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 51: China: Helpdesk Automation Market: Sales Value (in Million US$), 2018 & 2023
• Figure 52: China: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 53: Japan: Helpdesk Automation Market: Sales Value (in Million US$), 2018 & 2023
• Figure 54: Japan: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 55: India: Helpdesk Automation Market: Sales Value (in Million US$), 2018 & 2023
• Figure 56: India: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 57: South Korea: Helpdesk Automation Market: Sales Value (in Million US$), 2018 & 2023
• Figure 58: South Korea: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 59: Australia: Helpdesk Automation Market: Sales Value (in Million US$), 2018 & 2023
• Figure 60: Australia: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 61: Indonesia: Helpdesk Automation Market: Sales Value (in Million US$), 2018 & 2023
• Figure 62: Indonesia: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 63: Others: Helpdesk Automation Market: Sales Value (in Million US$), 2018 & 2023
• Figure 64: Others: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 65: Europe: Helpdesk Automation Market: Sales Value (in Million US$), 2018 & 2023
• Figure 66: Europe: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 67: Germany: Helpdesk Automation Market: Sales Value (in Million US$), 2018 & 2023
• Figure 68: Germany: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 69: France: Helpdesk Automation Market: Sales Value (in Million US$), 2018 & 2023
• Figure 70: France: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 71: United Kingdom: Helpdesk Automation Market: Sales Value (in Million US$), 2018 & 2023
• Figure 72: United Kingdom: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 73: Italy: Helpdesk Automation Market: Sales Value (in Million US$), 2018 & 2023
• Figure 74: Italy: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 75: Spain: Helpdesk Automation Market: Sales Value (in Million US$), 2018 & 2023
• Figure 76: Spain: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 77: Russia: Helpdesk Automation Market: Sales Value (in Million US$), 2018 & 2023
• Figure 78: Russia: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 79: Others: Helpdesk Automation Market: Sales Value (in Million US$), 2018 & 2023
• Figure 80: Others: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 81: Latin America: Helpdesk Automation Market: Sales Value (in Million US$), 2018 & 2023
• Figure 82: Latin America: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 83: Brazil: Helpdesk Automation Market: Sales Value (in Million US$), 2018 & 2023
• Figure 84: Brazil: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 85: Mexico: Helpdesk Automation Market: Sales Value (in Million US$), 2018 & 2023
• Figure 86: Mexico: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 87: Others: Helpdesk Automation Market: Sales Value (in Million US$), 2018 & 2023
• Figure 88: Others: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 89: Middle East and Africa: Helpdesk Automation Market: Sales Value (in Million US$), 2018 & 2023
• Figure 90: Middle East and Africa: Helpdesk Automation Market Forecast: Sales Value (in Million US$), 2024-2032
• Figure 91: Global: Helpdesk Automation Industry: SWOT Analysis
• Figure 92: Global: Helpdesk Automation Industry: Value Chain Analysis
• Figure 93: Global: Helpdesk Automation Industry: Porter's Five Forces Analysis

List of Tables

• Table 1: Global: Helpdesk Automation Market: Key Industry Highlights, 2023 and 2032
• Table 2: Global: Helpdesk Automation Market Forecast: Breakup by Product Type (in Million US$), 2024-2032
• Table 3: Global: Helpdesk Automation Market Forecast: Breakup by Deployment (in Million US$), 2024-2032
• Table 4: Global: Helpdesk Automation Market Forecast: Breakup by Organization Type (in Million US$), 2024-2032
• Table 5: Global: Helpdesk Automation Market Forecast: Breakup by Vertical (in Million US$), 2024-2032
• Table 6: Global: Helpdesk Automation Market Forecast: Breakup by Region (in Million US$), 2024-2032
• Table 7: Global: Helpdesk Automation Market: Competitive Structure
• Table 8: Global: Helpdesk Automation Market: Key Players

The global helpdesk automation market size reached US$ 8.4 Billion in 2023. Looking forward, IMARC Group expects the market to reach US$ 82.5 Billion by 2032, exhibiting a growth rate (CAGR) of 28.1% during 2024-2032. The market is experiencing steady growth driven by the escalating demand for cost-effective solutions, rising focus on enhancing the overall satisfaction of individuals, and integration of advanced technologies, such as artificial intelligence (AI) and machine learning (ML), to streamline processes.

Helpdesk Automation Market Analysis:

Market Growth and Size: The market is witnessing stable growth due to the escalating demand for efficient support solutions, along with the increasing need for scalability.

Technological Advancements: The integration of artificial intelligence (AI) and machine learning (ML) to enhance the intelligence of helpdesk automation systems is offering a positive market outlook.

Industry Applications: Helpdesk automation finds applications across various industries, including healthcare, finance, and IT and telecom.

Geographical Trends: North America leads the market, driven by the rising number of large enterprises. However, Asia Pacific is emerging as a fast-growing market due to the increasing demand for efficient and scalable helpdesk automation solutions.

Competitive Landscape: Key players are expanding their support capabilities across multiple communication channels, including email, chat, social media, and mobile apps.

Challenges and Opportunities: While the market faces challenges, such as data security concerns, it also encounters opportunities in leveraging automation for personalized experiences of individuals.

Future Outlook: The future of the helpdesk automation market looks promising, with the rising need for data-driven decision-making. Additionally, the increasing focus on environmental sustainability is projected to propel the market growth.

Helpdesk Automation Market Trends:

Rising demand for cost-effective solutions

The rising demand for cost-effective solutions is contributing to the growth of the market. In line with this, automation can reduce operational costs as compared to operating a traditional support center with a large workforce. Companies can optimize resource allocation, minimize the need for extensive manpower, and save on labor expenses by automating routine tasks like ticket routing, data entry, and basic issue resolution. Moreover, automation helps in reducing errors and inconsistencies that may arise from manual processes. Besides this, the increasing adoption of cloud-based helpdesk automation solutions, as they eliminate the need for upfront investments in hardware and infrastructure, is supporting the market growth. The pay-as-you-go model and scalability of cloud solutions further contribute to cost efficiency. Furthermore, cost-effective helpdesk automation solutions often offer self-service options that empower users to find answers and resolve issues independently. This reduces the volume of support inquiries and, consequently, the workload on support teams.

Increasing focus on enhanced user experiences

The rising adoption of helpdesk automation solutions to enhance the satisfaction of individuals is contributing to the market growth. Besides this, people are increasingly preferring immediate assistance, personalized interactions, and resolutions to their issues without unnecessary delays. Helpdesk automation addresses these expectations by automating routine tasks, categorizing and prioritizing inquiries, and providing instant responses through chatbots or automated ticketing systems. In line with this, automation ensures that all inquiries of individuals are acknowledged quickly, enhancing the overall satisfaction of individuals. It allows support teams to focus their efforts on more complex and value-added tasks, such as addressing unique client needs. Moreover, companies are focusing on proactive support through automation. Furthermore, helpdesk systems can predict and address issues before they escalate, demonstrate a commitment to proactive customer care, and prevent potential frustrations by leveraging AI and ML. Apart from this, self-service options within helpdesk automation solutions allow users to find answers and solutions independently, reducing the need for human intervention and enabling quicker issue resolution.

Integration of advanced technologies

Integration of advanced technologies, such as artificial intelligence (AI) and machine learning (ML) technologies, in helpdesk automation is bolstering the growth of the market. This integration allows companies to handle client support, streamline processes, and enhance the quality of service. Apart from this, AI systems are capable of understanding and responding to inquiries from individuals around the clock and reducing response times. They can handle routine tasks, such as frequently asked questions (FAQs) and basic issue resolution, allowing human agents to focus on more complex and value-added interactions. Furthermore, ML algorithms analyze vast amounts of historical data of individuals to identify patterns and trends. This data-driven approach enables predictive analytics, which can anticipate the needs and issues of individuals, allowing proactive support. In line with this, sentiment analysis, another ML application, evaluates client sentiments from interactions, helping companies scale the satisfaction of individuals and identify areas for improvement in their products or services.

Helpdesk Automation Industry Segmentation:

IMARC Group provides an analysis of the key trends in each segment of the market, along with forecasts at the global, regional, and country levels for 2024-2032. Our report has categorized the market based on product type, deployment, organization type, and vertical.

Breakup by Product Type:

Incident Management Systems

Knowledge-Based Systems

Self-service Reset Password

Others

Incident management systems account for the majority of the market share

The report has provided a detailed breakup and analysis of the market based on the product type. This includes incident management systems, knowledge-based systems, self-service reset password, and others. According to the report, incident management systems represented the largest segment.

Incident management systems are designed to efficiently handle and resolve issues and incidents. They facilitate the logging, tracking, and management of inquiries or problems of individuals, ensuring a systematic approach to issue resolution.

Knowledge-based systems are designed to store, organize, and provide access to a vast repository of knowledge and information. They enable support teams to access relevant information quickly, improving response times and the accuracy of solutions provided to individuals.

Self-service reset password solutions are a specialized segment that focuses on automating the password reset process. They empower end-users to reset their passwords independently without the need for human intervention. This not only reduces the workload on support teams but also offers a convenient and time-saving option for people.

Breakup by Deployment:

Cloud Hosted

On-premise

Cloud hosted holds the largest market share

A detailed breakup and analysis of the market based on the deployment have also been provided in the report. This includes cloud hosted and on-premise. According to the report, cloud hosted accounted for the largest market share.

Cloud hosted deployment solutions offer enhanced scalability, flexibility, and ease of implementation. Cloud-hosted helpdesk automation systems are accessible over the internet and are offered as software as a service (SaaS). They require minimal infrastructure investment and are suitable for organizations of various sizes. This deployment option is well-suited for companies seeking cost-effective and easily accessible solutions.

On-premise deployment involves the installation and operation of helpdesk automation systems within the infrastructure of a company. These systems are hosted on the servers of a company and provide improved control and customization options. On-premise solutions are chosen by organizations that have specific security or compliance requirements and prefer to have complete control over their systems.

Breakup by Organization Type:

Large Enterprises

Small and Medium Enterprises

Large enterprises represent the leading market segment

The report has provided a detailed breakup and analysis of the market based on the organization type. This includes large enterprises and small and medium enterprises. According to the report, large enterprises represented the largest segment.

Large enterprises have complex support needs, higher client volumes, and diverse client service teams. They require robust and comprehensive helpdesk automation systems that can handle a wide range of support inquiries efficiently. Large enterprises prioritize scalability, integration with existing systems, and advanced features to meet the demands of their client support operations.

Small and medium enterprises (SMEs) have smaller client support teams and fewer support inquiries as compared to large enterprises. SMEs are increasingly recognizing the value of helpdesk automation in improving the efficiency and satisfaction of individuals. SMEs often seek cost-effective and user-friendly solutions that can be easily integrated into their existing infrastructure.

Breakup by Vertical:

IT and Telecom

BFSI

Government

Education

Healthcare

Manufacturing

Automotive

Retail

Others

IT and telecom exhibit a clear dominance in the market

The report has provided a detailed breakup and analysis of the market based on the vertical. This includes IT and telecom, BFSI, government, education, healthcare, manufacturing, automotive, retail, and others. According to the report, IT and telecom represented the largest segment.

The IT and telecom sector is a leading adopter of helpdesk automation, as efficient incident management and rapid issue resolution are critical. Helpdesk automation solutions cater to this need by streamlining support processes and improving service delivery.

In the banking, financial services, and insurance (BFSI) sector, helpdesk automation aids in managing inquiries of individuals, ensuring data privacy, and meeting regulatory requirements. In line with this, automation enhances interactions between individuals.

Government utilizes helpdesk automation to improve citizen services, streamline inquiries, and enhance communication with constituents. Helpdesk automation systems help government entities efficiently manage citizen requests and provide timely responses.

Education institutions benefit from helpdesk automation by efficiently handling student inquiries, IT support requests, and administrative tasks. Automation ensures smoother operations in schools, colleges, and universities.

The healthcare industry relies on helpdesk automation to manage patient inquiries, appointment scheduling, and support for medical staff. Automation helps healthcare providers deliver timely and accurate information to patients.

In the manufacturing sector, helpdesk automation aids in managing production-related inquiries, supply chain issues, and client support for manufacturing companies. This streamlines operations and improves the satisfaction of individuals.

The automotive industry employs helpdesk automation for client service, warranty support, and technical assistance. Apart from this, automation solutions assist in enhancing the experience of individuals.

Retail uses helpdesk automation to manage inquiries, handle e-commerce support, and improve client service in physical stores. Automation helps retailers provide seamless shopping experiences.

Breakup by Region:

North America

United States

Canada

Asia Pacific

China

Japan

India

South Korea

Australia

Indonesia

Others

Europe

Germany

France

United Kingdom

Italy

Spain

Russia

Others

Latin America

Brazil

Mexico

Others

Middle East and Africa

North America leads the market, accounting for the largest helpdesk automation market share

The market research report has also provided a comprehensive analysis of all the major regional markets, which include North America (the United States and Canada); Asia Pacific (China, Japan, India, South Korea, Australia, Indonesia, and others); Europe (Germany, France, the United Kingdom, Italy, Spain, Russia, and others); Latin America (Brazil, Mexico, and others); and the Middle East and Africa. According to the report, North America accounted for the largest market share due to the rising number of large enterprises. In addition, the presence of a well-developed IT infrastructure is propelling the market growth. Furthermore, the increasing development of advanced automation technologies is impelling the market growth.

Asia Pacific stands as another key region in the market, driven by the escalating demand for efficient and scalable helpdesk automation solutions. Besides this, the rising need for streamlined client support processes is contributing to the market growth.

Europe maintains a strong presence in the market, with the increasing demand for automation solutions tailored to specific industry needs. In addition, the rising focus on data privacy and security is impelling the market growth.

Latin America exhibits growing potential in the helpdesk automation market on account of the rising focus on enhancing the experience of individuals. Apart from this, the increasing number of large enterprises is bolstering the market growth.

The Middle East and Africa region shows a developing market for helpdesk automation, primarily driven by the rising demand for cost-effective and flexible helpdesk automation solutions. Furthermore, the increasing adoption of advanced automation solutions is propelling the market growth.

Leading Key Players in the Helpdesk Automation Industry:

Key players are integrating artificial intelligence (AI) and machine learning (ML) technologies into their helpdesk automation solutions. They are developing AI-powered chatbots, virtual assistants, and predictive analytics to enhance the efficiency and intelligence of their systems. In addition, companies are expanding their support capabilities across multiple communication channels, including email, chat, social media, and mobile apps. This ensures that individuals can reach out for assistance through their preferred means of communication. They are also providing knowledge bases, frequently asked questions (FAQs), and automated workflows that empower individuals to find answers and resolve issues independently, reducing the workload on support teams.

The market research report has provided a comprehensive analysis of the competitive landscape. Detailed profiles of all major companies have also been provided. Some of the key players in the market include:

Atlassian Pty Ltd.

AXIOS SYSTEMS PLC

BMC Software, Inc.

Broadcom, Inc.

Ivanti, Inc.

HappyFox Inc.

Resolve Systems, LLC

ServiceNow, Inc.

Sunrise Software Limited

SunView Software

Vision Helpdesk

(Please note that this is only a partial list of the key players, and the complete list is provided in the report.)

Latest News:

October 31, 2023: Atlassian Pty Ltd. unveiled new virtual agent that is designed to help individuals deliver enhanced employee and client support at high velocity. It will help teams automate support interactions and deliver fast, always-on, conversational support via their favorite collaboration tools.

February 2, 2021: HappyFox Inc launched HappyFox Assist AI, a new product that gives IT and HR teams the power to leverage AI to auto-resolve repetitive questions and allow companies to manage their IT and HR support within Slack. Assist AI from HappyFox is the most comprehensive AI-powered conversational support product on the market.

Key Questions Answered in This Report

• 1. What was the size of the global helpdesk automation market in 2023?
• 2. What is the expected growth rate of the global helpdesk automation market during 2024-2032?
• 3. What are the key factors driving the global helpdesk automation market?
• 4. What has been the impact of COVID-19 on the global helpdesk automation market?
• 5. What is the breakup of the global helpdesk automation market based on the product type?
• 6. What is the breakup of the global helpdesk automation market based on the deployment?
• 7. What is the breakup of the global helpdesk automation market based on the organization type?
• 8. What is the breakup of the global helpdesk automation market based on the vertical?
• 9. What are the key regions in the global helpdesk automation market?
• 10. Who are the key players/companies in the global helpdesk automation market?

Table of Contents

1 Preface

2 Scope and Methodology

• 2.1 Objectives of the Study
• 2.2 Stakeholders
• 2.3 Data Sources
  • 2.3.1 Primary Sources
  • 2.3.2 Secondary Sources
• 2.4 Market Estimation
  • 2.4.1 Bottom-Up Approach
  • 2.4.2 Top-Down Approach
• 2.5 Forecasting Methodology

3 Executive Summary

4 Introduction

• 4.1 Overview
• 4.2 Key Industry Trends

5 Global Helpdesk Automation Market

• 5.1 Market Overview
• 5.2 Market Performance
• 5.3 Impact of COVID-19
• 5.4 Market Forecast

6 Market Breakup by Product Type

• 6.1 Incident Management Systems
  • 6.1.1 Market Trends
  • 6.1.2 Market Forecast
• 6.2 Knowledge-Based Systems
  • 6.2.1 Market Trends
  • 6.2.2 Market Forecast
• 6.3 Self-service Reset Password
  • 6.3.1 Market Trends
  • 6.3.2 Market Forecast
• 6.4 Others
  • 6.4.1 Market Trends
  • 6.4.2 Market Forecast

7 Market Breakup by Deployment

• 7.1 Cloud Hosted
  • 7.1.1 Market Trends
  • 7.1.2 Market Forecast
• 7.2 On-premise
  • 7.2.1 Market Trends
  • 7.2.2 Market Forecast

8 Market Breakup by Organization Type

• 8.1 Large Enterprises
  • 8.1.1 Market Trends
  • 8.1.2 Market Forecast
• 8.2 Small and Medium Enterprises
  • 8.2.1 Market Trends
  • 8.2.2 Market Forecast

9 Market Breakup by Vertical

• 9.1 IT and Telecom
  • 9.1.1 Market Trends
  • 9.1.2 Market Forecast
• 9.2 BFSI
  • 9.2.1 Market Trends
  • 9.2.2 Market Forecast
• 9.3 Government
  • 9.3.1 Market Trends
  • 9.3.2 Market Forecast
• 9.4 Education
  • 9.4.1 Market Trends
  • 9.4.2 Market Forecast
• 9.5 Healthcare
  • 9.5.1 Market Trends
  • 9.5.2 Market Forecast
• 9.6 Manufacturing
  • 9.6.1 Market Trends
  • 9.6.2 Market Forecast
• 9.7 Automotive
  • 9.7.1 Market Trends
  • 9.7.2 Market Forecast
• 9.8 Retail
  • 9.8.1 Market Trends
  • 9.8.2 Market Forecast
• 9.9 Others
  • 9.9.1 Market Trends
  • 9.9.2 Market Forecast

10 Market Breakup by Region

• 10.1 North America
  • 10.1.1 United States
    • 10.1.1.1 Market Trends
    • 10.1.1.2 Market Forecast
  • 10.1.2 Canada
    • 10.1.2.1 Market Trends
    • 10.1.2.2 Market Forecast
• 10.2 Asia Pacific
  • 10.2.1 China
    • 10.2.1.1 Market Trends
    • 10.2.1.2 Market Forecast
  • 10.2.2 Japan
    • 10.2.2.1 Market Trends
    • 10.2.2.2 Market Forecast
  • 10.2.3 India
    • 10.2.3.1 Market Trends
    • 10.2.3.2 Market Forecast
  • 10.2.4 South Korea
    • 10.2.4.1 Market Trends
    • 10.2.4.2 Market Forecast
  • 10.2.5 Australia
    • 10.2.5.1 Market Trends
    • 10.2.5.2 Market Forecast
  • 10.2.6 Indonesia
    • 10.2.6.1 Market Trends
    • 10.2.6.2 Market Forecast
  • 10.2.7 Others
    • 10.2.7.1 Market Trends
    • 10.2.7.2 Market Forecast
• 10.3 Europe
  • 10.3.1 Germany
    • 10.3.1.1 Market Trends
    • 10.3.1.2 Market Forecast
  • 10.3.2 France
    • 10.3.2.1 Market Trends
    • 10.3.2.2 Market Forecast
  • 10.3.3 United Kingdom
    • 10.3.3.1 Market Trends
    • 10.3.3.2 Market Forecast
  • 10.3.4 Italy
    • 10.3.4.1 Market Trends
    • 10.3.4.2 Market Forecast
  • 10.3.5 Spain
    • 10.3.5.1 Market Trends
    • 10.3.5.2 Market Forecast
  • 10.3.6 Russia
    • 10.3.6.1 Market Trends
    • 10.3.6.2 Market Forecast
  • 10.3.7 Others
    • 10.3.7.1 Market Trends
    • 10.3.7.2 Market Forecast
• 10.4 Latin America
  • 10.4.1 Brazil
    • 10.4.1.1 Market Trends
    • 10.4.1.2 Market Forecast
  • 10.4.2 Mexico
    • 10.4.2.1 Market Trends
    • 10.4.2.2 Market Forecast
  • 10.4.3 Others
    • 10.4.3.1 Market Trends
    • 10.4.3.2 Market Forecast
• 10.5 Middle East and Africa
  • 10.5.1 Market Trends
  • 10.5.2 Market Breakup by Country
  • 10.5.3 Market Forecast

11 SWOT Analysis

• 11.1 Overview
• 11.2 Strengths
• 11.3 Weaknesses
• 11.4 Opportunities
• 11.5 Threats

12 Value Chain Analysis

13 Porters Five Forces Analysis

• 13.1 Overview
• 13.2 Bargaining Power of Buyers
• 13.3 Bargaining Power of Suppliers
• 13.4 Degree of Competition
• 13.5 Threat of New Entrants
• 13.6 Threat of Substitutes

14 Price Indicators

15 Competitive Landscape

• 15.1 Market Structure
• 15.2 Key Players
• 15.3 Profiles of Key Players
  • 15.3.1 Atlassian Pty Ltd.
    • 15.3.1.1 Company Overview
    • 15.3.1.2 Product Portfolio
  • 15.3.2 AXIOS SYSTEMS PLC
    • 15.3.2.1 Company Overview
    • 15.3.2.2 Product Portfolio
    • 15.3.2.3 Financials
  • 15.3.3 BMC Software, Inc.
    • 15.3.3.1 Company Overview
    • 15.3.3.2 Product Portfolio
    • 15.3.3.3 SWOT Analysis
  • 15.3.4 Broadcom, Inc.
    • 15.3.4.1 Company Overview
    • 15.3.4.2 Product Portfolio
  • 15.3.5 Ivanti, Inc.
    • 15.3.5.1 Company Overview
    • 15.3.5.2 Product Portfolio
  • 15.3.6 HappyFox Inc.
    • 15.3.6.1 Company Overview
    • 15.3.6.2 Product Portfolio
  • 15.3.7 Resolve Systems, LLC
    • 15.3.7.1 Company Overview
    • 15.3.7.2 Product Portfolio
  • 15.3.8 ServiceNow, Inc.
    • 15.3.8.1 Company Overview
    • 15.3.8.2 Product Portfolio
    • 15.3.8.3 Financials
    • 15.3.8.4 SWOT Analysis
  • 15.3.9 Sunrise Software Limited
    • 15.3.9.1 Company Overview
    • 15.3.9.2 Product Portfolio
  • 15.3.10 SunView Software
    • 15.3.10.1 Company Overview
    • 15.3.10.2 Product Portfolio
  • 15.3.11 Vision Helpdesk
    • 15.3.11.1 Company Overview
    • 15.3.11.2 Product Portfolio