Helpdesk Automation Market Size | Automate your IT Help Desk by Top Service Providers: Sunrise Software, Atlassian Corporation, BMC Software, CA Technologies, HP, Landesk Software

Market Synopsis of the Global Helpdesk Automation Market

With the rising demand for the automated routine process, the organizations are planning to reduce the level one support, which is also known as customer support executive and replacing that with helpdesk automation. This is majorly due to the new industry chain structure comprising of helpdesk automation. The Helpdesk is a customer support for resolving the customer queries and issues related to the product or service. In a small & medium enterprise, the helpdesk is usually handled by a single person while in a large organization, the level of support is complex and widespread requiring more than one person.

The factors such as widespread adoption of personal devices in workplaces are expected to drive the market in coming years. However, the limited capabilities of small organizations to adopt the automation process is restraining the growth of the market. The market for global helpdesk automation is expected to reach USD 11 billion by 2023 at a CAGR of 33 % during the forecast period 2017 -2023.

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Segmentation

The market for helpdesk automation is segmented into software type, solution, end users, and organization size. The software type is sub-segmented into web helpdesk software, open source help desk, enterprise help desk software, and, on-premise help desk software. The software are an important component in the helpdesk assistance and more importantly in automation of helpdesk support. The software follows an algorithm, which helps in the sortation, assignment, reminder, and management of tickets being raised by the customer. Among the segmentation by software type, web help desk leads the segment because of wider applications of a web-based application and increased usage of internet.

On the basis of the solution, the segmentation is done on the basis of alert management, ticket sortation, and ticket scheduling among others. The basic fundamental of the helpdesk automation solution is to reduce the level 1 support and to reduce the query solving process. Automated helpdesk support sorts the tickets that are being raised and schedules the time for the issue to be resolved. Then, it assigns the ticket to the support engineer and simultaneously alerts for the issue completion and new issue raised.

The market is classified into end users, which tend to have most of the applications of the helpdesk automation. It includes IT, telecom, education, government, retail, automotive, healthcare, and BFSI. Among these, the IT and telecom sectors are leading the market because of high chances of customer query regarding company’s product or services. It is also because of the advancement in the information technology and higher demand by the large organizations to shift to automation. The government, retail, and healthcare sectors are witnessing a fast growth in the market majorly due to the consumerization of information technology and widespread adoption of the personal devices in the workplace. Many government initiatives in emerging countries of the Asia Pacific and Europe are implementing the digital platform, which tends to involve the automation of many level 1 processes.

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Intended Audience

Storage providers
Network providers
Chatbot service providers
Research firms
Software investors
Software Developers
Online retailers
Medical institutions
Software Testers
IT enablers
Database solutions
Cloud providers
Telecommunication companies
Government service providers

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