At 9.1% CAGR, the North America Help Desk and Ticketing Software Market is Projected to be Worth US$ 2,779.41 Million by 2031, Says Business Market Insights

According to Business Market Insights research, the North America help desk and ticketing software market was valued at US$ 1,385.58 in 2023 and is expected to reach US$ 2,779.41 million by 2031, registering a CAGR of 9.1% from 2023 to 2031. Benefits of omnichannel software and emphasis on remote work integration are among the critical factors attributed to the North America help desk and ticketing software market expansion.

Businesses taking customer accessibility and feasibility into account are more likely to attract new customers, alongside retaining their present customer base. Moreover, the implementation of an efficient customer service helps them improve relationships with their clients. An omnichannel customer support service—managed via chat, e-mail, phone, social media, and other channels—is one of the effective ways to address an extensive number of customers. With the rise in digitalization, customers can now contact businesses through various platforms. An omnichannel help desk and ticketing software solution integrates various channels into a unified platform, allowing customers to contact support teams via these channels. Customer support teams receive queries at a single interface, where they streamline their responses. The platforms ensure a smooth transition between different channels and record the context and history of each query and response. Quicker and more personalized responses given by these software solutions further facilitate customer satisfaction and experiences. Such benefits bolster the use of omnichannel help desk and ticketing software. Therefore, various businesses across several industry verticals, such as retail, e-commerce, manufacturing, and government, are adopting this software to deliver consistent and high-quality services. Freshworks Inc., Ameyo, and HappyFox Inc. are the crucial omnichannel help desk and ticketing software providers operating in the market.

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

Based on component, the North America help desk and ticketing software market is bifurcated into software and services. The software segment held 78.7% share of the North America help desk and ticketing software market in 2023, amassing US$ 1,090.22 million. It is projected to garner US$ 2,237.10 million by 2031 to expand at 9.4% CAGR during 2023–2031.

Based on industry vertical, the North America 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 32.5% share of the North America help desk and ticketing software market in 2023, amassing US$ 450.64 million. It is projected to garner US$ 982.64 million by 2031 to expand at 10.2% CAGR during 2023–2031.

Based on deployment, the North America help desk and ticketing software market is bifurcated into cloud-based and on-premises. The cloud-based segment held 77.4% share of the North America help desk and ticketing software market in 2023, amassing US$ 1,072.69 million. It is projected to garner US$ 2,248.77 million by 2031 to expand at 9.7% CAGR during 2023–2031.

Based on organization size, the North America help desk and ticketing software market is segmented into small & medium enterprises and large enterprises. The large enterprises segment held 61.5% share of the North America help desk and ticketing software market in 2023, amassing US$ 852.58 million. It is projected to garner US$ 1,778.14 million by 2031 to expand at 9.6% CAGR during 2023–2031.

Based on country, the North America help desk and ticketing software market is segmented into the US, Canada, and Mexico. The US held 88.6% share of North America help desk and ticketing software market in 2023, amassing US$ 1,227.73 million. It is projected to garner US$ 2,503.13 million by 2031 to expand at 9.3% 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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