Asia Pacific Help Desk and Ticketing Software Market Report (2021-2031) by Scope, Segmentation, Dynamics, and Competitive Analysis.

The Asia Pacific help desk and ticketing software market size is expected to reach US$ 1,885.49 million by 2031 from US$ 831.59 million in 2023. The market is estimated to record a CAGR of 10.8% from 2023 to 2031.

Executive Summary and Asia Pacific Help Desk and Ticketing Software Market Analysis:

The help desk and ticketing software market in Asia Pacific is segmented into Australia, India, China, Japan, South Korea, and the Rest of Asia Pacific. The market in this region is growing due to the increasing number of retailers, surging adoption of digital transformation, and rising importance of customer experience. For example, in May 2024, LVMH Group (a leading luxury goods group) and Alibaba Group (an e-commerce and technology powerhouse) expanded their strategic partnership to enhance the former's omnichannel presence in China. The expansion aims to extend the boundary of luxury experience in the country by maximizing Alibaba's cloud technologies through AI-powered solutions in retail and online with the e-commerce portal Tmall. The agreement underlines both companies' commitment to pioneering retail innovation and offering tech-driven luxury experiences. The implementation of this digital strategy has enabled LVMH Group to develop novel applications and services. The flourishing omnichannel businesses and the implementation of digital strategies create business opportunities for the growth of the help desk and ticketing software market in Asia Pacific countries.

Zoho Corporation Pvt. Ltd, Ameyo, Atlassian, and Vision Helpdesk are a few of the help desk and ticketing software providers present in Asia Pacific. Players in this region are indulging in the launch of help desk and ticketing software. For example, in December 2022, Vision Helpdesk released Vision Helpdesk V5.6.8 Stable Version with several new features and bug fixes from previous versions.

Asia Pacific Help Desk and Ticketing Software Market Strategic Insights

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Asia Pacific Help Desk and Ticketing Software Market Segmentation Analysis

Key segments that contributed to the derivation of the Asia Pacific help desk and ticketing software market analysis are component, industry vertical, deployment, and organization size.

• Based on component, the Asia Pacific help desk and ticketing software market is bifurcated into software and services. The software held a larger share of the market in 2023.
• Based on industry vertical, the Asia Pacific help desk and ticketing software market is segmented into retail, government, manufacturing, healthcare, hospitality, IT and telecom, and others. The IT and telecom held the largest share of the market in 2023.
• Based on deployment, the Asia Pacific help desk and ticketing software market is bifurcated into cloud-based and on-premises. The cloud-based held a larger share of the market in 2023.
• Based on organization size, the Asia Pacific help desk and ticketing software market is segmented into small & medium enterprises and large enterprises. The large enterprises held a larger share of the market in 2023.

Asia Pacific Help Desk and Ticketing Software Market Outlook

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.

Asia Pacific Help Desk and Ticketing Software Market Country Insights

Based on country, the Asia Pacific help desk and ticketing software market comprises China, Japan, South Korea, India, Australia, and the Rest of Asia Pacific. China held the largest share in 2023.

China's digital economy reached ~US$ 6.9 trillion in 2022, rise from ~US$ 1.53 trillion in 2012, as claimed by the authority of the Chinese Academy of Cyberspace Studies at a press conference during 2023 World Internet Conference (WIC) Wuzhen Summit held in November 2023. In addition, the country has also experienced a surge in internet users. By June 2023, internet penetration had risen to 76.4%, growth from 42.1% in 2012. The number of internet enterprises in China, such as ByteDance and Pinduoduo, that are listed on the stock market had augmented from over 50 in December 2012 to ~160 in June 2023. Thus, the internet penetration and expansion of global internet companies in the country boost the use of software solutions to automate the help desk management and customer ticketing system. The solution allows the customers to access the help desk and ticketing software via various channels. Furthermore, it provides mobile access to the service agents, which leads to faster issue acknowledgment.

Asia Pacific Help Desk and Ticketing Software Market Report Highlights

Asia Pacific Help Desk and Ticketing Software Market Company Profiles

Some of the key players operating in the market 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. These players are adopting various strategies such as expansion, product innovation, and mergers and acquisitions to provide innovative products to their consumers and increase their market share.

Asia Pacific Help Desk and Ticketing Software Market Research Methodology :

The following methodology has been followed for the collection and analysis of data presented in this report:

• Secondary Research

The research process begins with comprehensive secondary research, utilizing both internal and external sources to gather qualitative and quantitative data for each market. Commonly referenced secondary research sources include, but are not limited to:

• Company websites, annual reports, financial statements, broker analyses, and investor presentations.
• Industry trade journals and other relevant publications.
• Government documents, statistical databases, and market reports.
• News articles, press releases, and webcasts specific to companies operating in the market.

Note: All financial data included in the Company Profiles section has been standardized to USD. For companies reporting in other currencies, figures have been converted to USD using the relevant exchange rates for the corresponding year.

• Primary Research

The Insight Partners conducts a significant number of primary interviews each year with industry stakeholders and experts to validate its data analysis and gain valuable insights. These research interviews are designed to:

• Validate and refine findings from secondary research.
• Enhance the expertise and market understanding of the analysis team.
• Gain insights into market size, trends, growth patterns, competitive dynamics, and future prospects.

Primary research is conducted via email interactions and telephone interviews, encompassing various markets, categories, segments, and sub-segments across different regions. Participants typically include:

• Industry stakeholders: Vice Presidents, business development managers, market intelligence managers, and national sales managers
• External experts: Valuation specialists, research analysts, and key opinion leaders with industry-specific expertise

Asia Pacific Help Desk and Ticketing Software Market Country and Regional Insights