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

The Europe help desk and ticketing software market size is expected to reach US$ 2,178.45 million by 2031 from US$ 1,028.75 million in 2023. The market is estimated to record a CAGR of 9.8% from 2023 to 2031.

Executive Summary and Europe Help Desk and Ticketing Software Market Analysis:

The help desk and ticketing software market in Europe is segment ed into Germany, France, Spain, Switzerland, Italy, the UK, Russia, and the Rest of Europe. European IP Helpdesk supports domestic SMEs and research teams involved in cross-border businesses and EU-funded research activities to manage, disseminate, and valorize their IP. It offers a broad range of informative materials, and a helpline service for direct IP support as well as on-site and online training for the same, their main goal is to support IP capacity building along the full scale of IP practices: from awareness to strategic use and successful exploitation.

According to the European Commission, retail is the largest industrial ecosystem. Germany is a highly advanced country and the largest European economy. There are approximately 597 retailers present within the country, out of which Schwarz, Aldi, Metro Cash & Carry, Edeka, Rewe, and MediaMarkt rank among the largest retailers across the world. Fashion & clothing and consumer electronics categories dominate the retail market in Germany, followed by furniture and other categories, respectively. A help desk and ticketing software program is useful in retail to process, manage, and track customer issues, varying from submission to resolution. These software solutions are also used in e-commerce software to streamline support processes and turn customer service requests into tickets. Thus, the elevating number of retailers creates opportunities for the growth of the help desk and ticketing software market across European countries.

Europe Help Desk and Ticketing Software Market Strategic Insights

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Europe Help Desk and Ticketing Software Market Segmentation Analysis

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

• Based on component, the Europe 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 Europe 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 Europe 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 Europe 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. 

Europe Help Desk and Ticketing Software Market Outlook

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.

Europe Help Desk and Ticketing Software Market Country Insights

Based on country, the Europe help desk and ticketing software market comprises Germany, the UK, France, Italy, Russia, Spain, Switzerland, and the Rest of Europe. The UK held the largest share in 2023.

The rapidly growing startups and expansion of international enterprises and SMEs in the UK are expected to offer several opportunities to the help desk and ticketing software providers in the coming years. The UK adopted a forward-thinking approach to adopting digital technologies in several industries, which has fostered the help desk and ticketing software market growth in the UK. The country is anticipated to be one of the key marketplaces for help desk and ticketing software owing to its numerous applications. According to the UK government, in December 2022, the UK tech industry reached a market value of US$ 1.0 trillion, recording a higher value than Germany and France.

Europe Help Desk and Ticketing Software Market Report Highlights

Europe 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.

Europe 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

Europe Help Desk and Ticketing Software Market Country and Regional Insights