North America Help Desk and Ticketing Software Market Report (2021-2031) by Scope, Segmentation, Dynamics, and Competitive Analysis.
No. of Pages: 184 | Report Code: BMIRE00031994 | Category: Technology, Media and Telecommunications
No. of Pages: 184 | Report Code: BMIRE00031994 | Category: Technology, Media and Telecommunications
The North America help desk and ticketing software market size is expected to reach US$ 2,779.41 million by 2031 from US$ 1,385.58 million in 2023. The market is estimated to record a CAGR of 9.1% from 2023 to 2031.
North America is a hub for IT & Telecom, healthcare, finance, and e-commerce; all of these sectors heavily rely on efficient customer and internal support. Companies in these sectors highly focus on customer experience to solve customer grievances, and a helpdesk software solution enables them resolve customer grievances faster and more efficiently by simply automating the complaint resolution process. The US has been a dominating country among the global ranking of tech hubs, with Silicon Valley and New York City being well beyond hubs in Asian and European countries. Moreover, several renowned help desk and ticketing software proving companies such as Zendesk, Genesys, Freshworks Inc., and SolarWinds Worldwide, LLC. are operating in North American countries, which benefits the market. These players indulge in activities such as product launches and innovations. In March 2023, BoldDesk launched BoldDesk, a cloud-based, modern ticketing software facilitating the management of support emails, collaborations with teammates, automation of repetitive tasks, and improvements in customer experience. The software organizes all support-related queries in one place and assigns them to appropriate agents. It also customizes support-creation forms and collaborates with teammates.
Governments across the region are also using help desk and ticketing software solutions. For example, iSupport Software develops help desks for the Centers for Disease Control (CDC), the US Army, the South Carolina Department of Education, and others, priced with an understanding of the issues faced in the public sector—public scrutiny, budgets, regulation, oversight, and staffing.
North America Help Desk and Ticketing Software Market Strategic Insights
Get more information on this report North America Help Desk and Ticketing Software Market Segmentation Analysis
Key segments that contributed to the derivation of the North America help desk and ticketing software market analysis are component, industry vertical, deployment, and organization size.
After getting huge traction during the COVID-19 pandemic, remote work culture has become a choice of operation in many businesses. Employers had to go digital to run their operations amid the health crisis in 2020 and 2021. The increased productivity of employees working from home compelled businesses to continue with the remote work format even after the subsidence of the pandemic. Several studies and surveys have stated that the productivity of remote-based employees has been much higher than that of those working from an office. Nonetheless, employees prefer the work-from-home model. According to Buffer’s State of Remote Work 2021 based on a survey, over 97% of the respondents admitted that they would like to work remotely at least some of the time for the rest of their careers, and 97% recommend remote work to others. The responses were carried out with the help of over 2,300 remote workers.
IT service management needs are rising to handle the queries and requests raised as a part of remote working. As remote work becomes more prevalent, the need for a help desk and ticketing systems is growing to effectively support team members scattered across various locations. These solutions help technicians or operators to collaborate and operate with greater efficiency, further allowing them to quickly resolve user requests. According to Zendesk, average ticket volume rose by 16% in 2021 since the onset of the pandemic. Further, 1,400 respondents in the Hubspot 2021 State of Service survey stated that the use of help desk software surged by 11 points in 2021 compared to 2020.
Companies in the help desk and ticketing market are launching solutions to cater to the demand of businesses working in remote working formats. In February 2021, HappyFox, Inc., a top-rated help desk platform maker, announced the release of HappyFox Assist AI solution. This new product empowers IT and HR teams to leverage AI to auto-resolve repetitive question. Assist AI from HappyFox is the most comprehensive AI-powered conversational support product in the market. Assist AI seamlessly integrates with Slack, and it is compatible with knowledge base tools such as Confluence and ticketing systems such as Zendesk and HappyFox Help Desk, making it perfect for primary communications in companies operating with work-from-home or hybrid models.
Based on country, the North America help desk and ticketing software market comprises the US, Canada, and Mexico. The US held the largest share in 2023.
The US is a pioneer in adopting technically advanced solutions such as help desk and ticketing software. The country is home to the majority of market players such as Genesys, Zendesk, and SolarWinds Worldwide LLC. In addition, the majority of the players provide an omnichannel system. According to Zendesk's Customer Experience Trends Report 2020, approximately 82% of customers had ceased business with a company because of poor customer experience. Thus, companies from approximately all verticals increasingly adopt help desk and ticketing software for efficient customer service. The IT and non-IT companies and other customer-centric companies, as well as the manufacturing sector, are widely adopting the help desk and ticketing software to simplify customer support services.
| Report Attribute | Details |
|---|---|
| Market size in 2023 | US$ 1,385.58 Million |
| Market Size by 2031 | US$ 2,779.41 Million |
| Global CAGR (2023 - 2031) | 9.1% |
| Historical Data | 2021-2022 |
| Forecast period | 2024-2031 |
| Segments Covered |
By Component
|
| Regions and Countries Covered | North America
|
| Market leaders and key 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.
The following methodology has been followed for the collection and analysis of data presented in this report:
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:
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.
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:
Primary research is conducted via email interactions and telephone interviews, encompassing various markets, categories, segments, and sub-segments across different regions. Participants typically include:
The North America Help Desk and Ticketing Software Market is valued at US$ 1,385.58 Million in 2023, it is projected to reach US$ 2,779.41 Million by 2031.
As per our report North America Help Desk and Ticketing Software Market, the market size is valued at US$ 1,385.58 Million in 2023, projecting it to reach US$ 2,779.41 Million by 2031. This translates to a CAGR of approximately 9.1% during the forecast period.
The North America Help Desk and Ticketing Software Market report typically cover these key segments-
The historic period, base year, and forecast period can vary slightly depending on the specific market research report. However, for the North America Help Desk and Ticketing Software Market report:
The North America Help Desk and Ticketing Software Market is populated by several key players, each contributing to its growth and innovation. Some of the major players include:
The North America Help Desk and Ticketing Software Market report is valuable for diverse stakeholders, including:
Essentially, anyone involved in or considering involvement in the North America Help Desk and Ticketing Software Market value chain can benefit from the information contained in a comprehensive market report.
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