At 7.5% CAGR, the Middle East & Africa Help Desk and Ticketing Software Market is Projected to be Worth US$ 409.40 Million by 2031, Says Business Market Insights

According to Business Market Insights research, the Middle East & Africa help desk and ticketing software market was valued at US$ 228.81 in 2023 and is expected to reach US$ 409.40 million by 2031, registering a CAGR of 7.5% from 2023 to 2031. Self-service portal and advancements in help desk and ticketing software are among the critical factors attributed to the Middle East & Africa help desk and ticketing software market expansion.

With a rise in consumer-centric practices in the business-to-consumer (B2C) arena, customers and end users can expect equivalent quality of services from their IT teams. Therefore, IT teams can leverage technologies such as gamification and AI to create a personalized self-service experience that is consistent across all channels as a response. A customer self-service portal allows customers to access information, perform tasks, and find solutions to their requests and queries without requiring direct assistance from a service manager. Self-service portals serve as a significant trend that can shape the future of help desk software vendors. These portals empower customers to solve their problems by providing a database of information and solutions, which adds to customer satisfaction by providing immediate solutions and reduces the workload of helpdesk teams. Moreover, self-service portals can provide insights into common customer issues, allowing for the improvement of products or services. Such portals allow users to easily pick and choose required services and submit and track tickets. It keeps users updated on the ticket progress and approvals through automated notifications and allows them to communicate with IT technicians from the portal. It allows end users to solve simple and repetitive incidents on their own by accessing relevant solutions from the knowledge base. Thus, self-service portals for help desk and ticketing software are emerging as a future trend in the market.

On the contrary, high operating costs due to compatibility issues and need for skilled workforce hamper the growth of Middle East & Africa help desk and ticketing software market.

Based on component, the Middle East & Africa help desk and ticketing software market is bifurcated into software, and services. The software segment held 75.3% share of the Middle East & Africa help desk and ticketing software market in 2023, amassing US$ 172.30 million. It is projected to garner US$ 314.20 million by 2031 to expand at 7.8% CAGR during 2023–2031.

Based on industry vertical, the Middle East & Africa 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 29.8% share of the Middle East & Africa help desk and ticketing software market in 2023, amassing US$ 68.22 million. It is projected to garner US$ 135.62 million by 2031 to expand at 9.0% CAGR during 2023–2031.

Based on deployment, the Middle East & Africa help desk and ticketing software market is bifurcated into cloud-based and on-premises. The cloud-based segment held 61.5% share of the Middle East & Africa help desk and ticketing software market in 2023, amassing US$ 140.70 million. It is projected to garner US$ 269.93 million by 2031 to expand at 8.5% CAGR during 2023–2031.

Based on organization size, the Middle East & Africa help desk and ticketing software market is segmented into small and medium enterprises and large enterprises. The large enterprises segment held 82.6% share of the Middle East & Africa help desk and ticketing software market in 2023, amassing US$ 188.96 million. It is projected to garner US$ 341.45 million by 2031 to expand at 7.7% CAGR during 2023–2031.

Based on country, the Middle East & Africa help desk and ticketing software market is segmented into South Africa, Saudi Arabia, the UAE, and the Rest of MEA. The UAE held 43.2% share of Middle East & Africa help desk and ticketing software market in 2023, amassing US$ 98.76 million. It is projected to garner US$ 191.43 million by 2031 to expand at 8.6% 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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