At 9.8% CAGR, the Europe Help Desk and Ticketing Software Market is Projected to be Worth US$ 2,178.45 Million by 2031, Says Business Market Insights

According to Business Market Insights research, the Europe help desk and ticketing software market was valued at US$ 1,028.75 in 2023 and is expected to reach US$ 2,178.45 million by 2031, registering a CAGR of 9.8% from 2023 to 2031. Emphasis on remote work integration and benefits of omnichannel software are among the critical factors attributed to the Europe help desk and ticketing software market expansion.

After getting huge traction during the COVID-19 pandemic, remote work culture has become a choice of operation in many businesses. Employers had to go digital to run their operations amid the health crisis in 2020 and 2021. The increased productivity of employees working from home compelled businesses to continue with the remote work format even after the subsidence of the pandemic. Several studies and surveys have stated that the productivity of remote-based employees has been much higher than that of those working from an office. Nonetheless, employees prefer the work-from-home model. According to Buffer’s State Of Remote Work 2021 based on a survey, over 97% of the respondents admitted that they would like to work remotely at least some of the time for the rest of their careers, and 97% recommend remote work to others. The responses were carried out with the help of over 2,300 remote workers.

IT service management needs are rising to handle the queries and requests raised as a part of remote working. As remote work becomes more prevalent, the need for a help desk and ticketing systems is growing to effectively support team members scattered across various locations. These solutions help technicians or operators to collaborate and operate with greater efficiency, further allowing them to quickly resolve user requests. According to Zendesk, average ticket volume rose by 16% in 2021 since the onset of the pandemic. Further, 1,400 respondents in the Hubspot 2021 State of Service survey stated that the use of help desk software surged by 11 points in 2021 compared to 2020.

Companies in the help desk and ticketing market are launching solutions to cater to the demand of businesses working in remote working formats. In February 2021, HappyFox, Inc., a top-rated help desk platform maker, announced the release of HappyFox Assist AI solution. This new product empowers IT and HR teams to leverage AI to auto-resolve repetitive question. Assist AI from HappyFox is the most comprehensive AI-powered conversational support product in the market. Assist AI seamlessly integrates with Slack, and it is compatible with knowledge base tools such as Confluence and ticketing systems such as Zendesk and HappyFox Help Desk, making it perfect for primary communications in companies operating with work-from-home or hybrid models.

On the contrary, high operating costs due to compatibility issues and need for skilled workforce hampers the growth of Europe help desk and ticketing software market.

Based on component, the Europe help desk and ticketing software market is bifurcated into software and services. The software segment held 70.4% share of the Europe help desk and ticketing software market in 2023, amassing US$ 724.49 million. It is projected to garner US$ 1,578.47 million by 2031 to expand at 10.2% CAGR during 2023–2031.

Based on industry vertical, the Europe help desk and ticketing software market is segmented into retail, government, manufacturing, healthcare, hospitality, IT and telecom, and others. The IT and telecom segment held 30.0% share of the Europe help desk and ticketing software market in 2023, amassing US$ 308.71 million. It is projected to garner US$ 726.09 million by 2031 to expand at 11.3% CAGR during 2023–2031.

Based on deployment, the Europe help desk and ticketing software market is bifurcated into cloud-based and on-premises. The cloud-based segment held 70.4% share of the Europe help desk and ticketing software market in 2023, amassing US$ 724.66 million. It is projected to garner US$ 1,622.42 million by 2031 to expand at 10.6% CAGR during 2023–2031.

Based on organization size, the Europe help desk and ticketing software market is segmented into small and medium enterprises and large enterprises. The large enterprises segment held 64.8% share of the Europe help desk and ticketing software market in 2023, amassing US$ 666.80 million. It is projected to garner US$ 1,472.39 million by 2031 to expand at 10.4% CAGR during 2023–2031.

Based on country, the Europe help desk and ticketing software market is segmented into Germany, the UK, France, Italy, Russia, Spain, Switzerland, and the Rest of Europe. The UK held 27.4% share of Europe help desk and ticketing software market in 2023, amassing US$ 281.72 million. It is projected to garner US$ 674.29 million by 2031 to expand at 11.5% CAGR during 2023–2031.

Key players operating in the help desk and ticketing software market are Zendesk Inc; Genesys; Zoho Corp Pvt Ltd; Freshworks Inc; TEXT S A; SolarWinds Worldwiden LLC; Atlassian Corp; SysAid; Salesforce Inc; ServiceNow Inc; clickdesk.com; ProProfs; InvGate; Desku Inc; Atera Networks Ltd.; JPK Software Solutions Pvt. Ltd.; OTRS AG; Rother OSS GmbH; Znuny GmbH; Help Scout PBC; Hiver; Intercom; and Exotel Techcom Pvt Ltd, among others.

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