Help Desk Solutions Market

Help Desk Solutions Market – Top players are
Freshworks Inc., FrontApp, Zendesk, Zoho
Corporation Pvt. Ltd
Help desk solutions enable customer care operators to deal with problems that customers face and keep
track of user requests. In general, help desk solutions include IT service management and asset
management. Help desk solutions specifically refer to the system that addresses customer queries. Help
desk solutions and customer service have become progressively popular in recent times. There is huge
increase in sales of customer relationship management (CRM) software, which includes help desk
solutions. Cloud-hosted and web-based help desk solution packages are becoming very popular. Social
networks are also broadly used as they allow for effective community support and are interactive. The
new era of this solution also uses remote desktop access and provides real-time updates.
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The firms are planning to lessen customer support executive which is also called as level 1 support with
the increasing demand for the automated routine process and replacing that with helpdesk solution.
This is due to all day availability of automated help desk when compared to case with customer support
executive, which were available for a certain period of time. Help desk solutions are used to solve
customer problems related to a service or product. In SMEs, the helpdesk is commonly controlled by
only one person whereas in a large firm, the level of support is widespread and complex, requiring more
than one person. These factors are estimated to drive the market. However, the inadequate ability of
small firms to adopt the help desk process is limiting the progress of the market. The market for
helpdesk solutions is anticipated to reach USD 11 billion by 2023.
The market for helpdesk solutions is segmented into software, end users, and organization type. The
software type is subdivided into web helpdesk solutions, open source help desk, on-premise help desk
solutions, and enterprise help desk solutions. Solutions are a crucial element and follow a procedure,
which helps in the assignment, sortation, management, and reminder of tickets which is raised by the
customer. In terms of subdivision by software, web help desk is a major segment as a result of broader
use of web based application and better usage of internet. In terms of end users, the market is
categorized into education, IT, telecom, government, BFSI, and healthcare. Amongst these, telecom and
IT are leading the market because of high chances of customer query regarding a company’s services or
product. This dominance is also because of the advancement in information technology and greater
demand by large firms to shift to help desk solutions. The retail, healthcare, and government sectors are
seeing fast growth in the market majorly due to the consumerization of information technology and
widespread adoption of personal devices in the workplace. Many government initiatives in evolving
countries of Europe and Asia Pacific are implementing the digital platform. In terms of organization type,
the segments are divided into small & medium size enterprises and large enterprises. Large enterprises
provide an opportunity for the automation of helpdesk support. Large organizations are leading this
segment as they possess the capability to adopt new technology. The need for help desk support is
lowest in small organizations, which restricts the small & medium enterprises from adopting this
technology.
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Some of the major players in help desk solutions market are Freshworks Inc., FrontApp, Zendesk, Zoho
Corporation Pvt. Ltd., Wrike, Inc., Vision Helpdesk, Teamwork.com, Ltd., Help Desk Migration, Apptivo
Inc, Quick Base, Deskero, BMC Software, Inc., SherpaDesk, Samanage Ltd., TeamSupport, Jira Service
Desk, xSellco Limited, iSupport Software, INTERCOM, LiveAgent, Azure Desk, Smart Service Desk, Nectar
Desk Inc. and NabdSys among others.
The report offers a comprehensive evaluation of the market. It does so via in-depth qualitative insights,
historical data, and verifiable projections about market size. The projections featured in the report have
been derived using proven research methodologies and assumptions. By doing so, the research report
serves as a repository of analysis and information for every facet of the market, including but not limited
to: Regional markets, technology, types, and applications.
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Help Desk Solutions Market – Top players are Freshworks Inc., FrontApp, Zendesk, Zoho Corporation Pvt. Ltd

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