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

The Middle East & Africa help desk and ticketing software market size is expected to reach US$ 409.40 million by 2031 from US$ 228.81 million in 2023. The market is estimated to record a CAGR of 7.5% from 2023 to 2031.

Executive Summary and Middle East & Africa Help Desk and Ticketing Software Market Analysis:

The MEA help desk and ticketing software market is segment ed into South Africa, Saudi Arabia, UAE, and the Rest of MEA. The help desk supports AI, IoT, Automation & more and leverages big data technology to capture more data points and analyze them for better efficiency, due to which various players in region are adopting help desk and ticking software solutions. Various help desks and ticking software vendors operating in the MEA include ODOOTEC KSA, SysAid, and Creative Solutions Co. Ltd. Many players exhibit various latest products and solutions at the Saudi Pavilion (Saudi Made). In September 2023, Creative Solutions, an IT solutions company based in Riyadh, showcased GITEX Global 2023. The company has plans to showcase its latest products and solutions, including its help desk software, at the Saudi Pavilion (Saudi Made). Creative Solutions' software can be employed to track tickets, manage knowledge bases, and automate tasks.

The MEA has a rapidly advancing e-commerce sector. According to Mastercard, in May 2021, online retail in South Africa surged by more than double in 2021 compared to 2019. The e-commerce sector in South Africa is set to benefit from major investments in new smart warehouses. According to Rand Merchant Bank (RMB), the value of the South African e-commerce business is expected to reach US$ 12.35 billion (R 225 billion) by 2025 due to increased customer spending on online shopping. Thus, the flourishing retail industry is creating lucrative opportunities for the growth of the help desk and ticketing software market in the MEA, as these software solutions help businesses improve relationships with customers and provide efficient support via multiple channels.

Middle East & Africa Help Desk and Ticketing Software Market Strategic Insights

Get more information on this report Request Free Sample PDF

Middle East & Africa Help Desk and Ticketing Software Market Segmentation Analysis

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

• Based on component, the Middle East & Africa 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 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 held the largest share of the market in 2023.
• Based on deployment, the Middle East & Africa 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 Middle East & Africa help desk and ticketing software market is segmented into small and medium enterprises and large enterprises. The large enterprises held a larger share of the market in 2023.

Middle East & Africa Help Desk and Ticketing Software Market Outlook

Software companies are continuously engaging in integrating advanced technologies, features, and updates in their products to cater to their customers. In addition, they are focused on integrating help desk and ticketing software with other tools to streamline business processes and improve data sharing across different departments. In December 2022, Vision Helpdesk released Vision Helpdesk V5.6.8 Stable Version. This version has several new features along with bugs fixed from previous versions. The features added were WhatsApp integration, a live chat survey module, and a visitor invite feature for live chat, among others. Advanced technologies such as artificial intelligence (AI) and machine learning (ML) also help revolutionize the help desk and ticketing software. The integration of such technologies enables software solutions to predict customer needs, automate responses, and provide personalized customer interactions. AI can analyze and detect hidden patterns along with insights that can help improve customer service. With ML, past data can be used to provide more accurate solutions to customer queries. Thus, the integration of advanced technologies such as AI and ML, and multiple other connectivity features creates lucrative opportunities for help desk and ticketing software market players.

Middle East & Africa Help Desk and Ticketing Software Market Country Insights

Based on country, the Middle East & Africa help desk and ticketing software market comprises South Africa, Saudi Arabia, the UAE, and the Rest of MEA. The UAE held the largest share in 2023.

The retail and e-commerce sectors are among the major demand generators for help desk and ticketing software. According to the Dubai Chamber of Commerce, sales through e-commerce in the UAE grew from US$ 2.6 billion in 2019 to US$ 4.8 billion in 2021 and is expected to reach US$ 9.2 billion by 2026. Help desk and ticketing software can navigate customer support by easily integrating with e-commerce platforms. Therefore, an increase in e-commerce sales drives the help desk and ticketing software market in the UAE.

Middle East & Africa Help Desk and Ticketing Software Market Report Highlights

Middle East & Africa 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.

Middle East & Africa 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

Middle East & Africa Help Desk and Ticketing Software Market Country and Regional Insights