Global Online Help Desk Market Synopsis

Global Online Help Desk Market Size Was Valued at USD 11.85 Billion in 2023 and is Projected to Reach USD 27.26 Billion by 2032, Growing at a CAGR of 9.7% From 2024-2032.

A help desk is a separate, group, organizational role, or outside service that an IT user calls to get help with a problem. A help desk can be as unassuming as a physical desk where a support individual takes calls. It can be a global organization that agree to take support requests submitted online or in person from around the world. The help desk function is frequently subcontracted to support specialists.

• In the current world with the development of expertise in learning, e-learning has increased a prominent place. More attraction has been drawn to Online Help Desk Systems. This can be known as Online Question and Answer Systems. Online help desk systems can bridge the gap between the user’s need for simplicity and the software’s complexity, by providing applicable information within the very specific context of a user’s lack of familiarity with a specific concept.

• Help desk systems will provide solutions for the difficulties with the usage of the system and services reduced by the systems. The main concern was drawn towards the application of an online help desk system in an educational context. That means this system will help the students to resolve the problems that arise during their lectures regarding subject matters.
• Most organizations of at all size deliver an IT help desk to support their staff and other internal users of computers, software, and networks. These internal help desks usually deliver IT support for all IT hardware, software, and networking products used in the organization. Technology sellers also offer help desk support to the customer base through customer support help desks. These services are a significant part of technology sellers' customer satisfaction efforts. They are often combined with customer relationship management or CRM systems.

Global Online Help Desk Market Trend Analysis

Increasing Demand for Customer Service Automation

• Information technology (IT) support for end-users has emerged as one of the important concerns of organizations. Constant adapting and apprising of new technologies have made the growth of real and effective help desk services challenging for organizations. Organizations must actively search for new ways to offer better help desk services that can satisfy the increasing customer demands and expectations. Several commercial products using artificial intelligence techniques such as expert systems and case-based reasoning become popular.
• The help desk is a client support center in an organization that delivers information, and organizational and practical support to users, with the opinion to solving problems that users encountered in the development of using the organization's resources or facilities. A help desk could include one person or group of individuals that make use of telephone devices or software applications to keep track of problem positions and thus offer a solution that satisfies the users.
• Technical concerns are becoming normal situation in normal work environments both in schooling and commercial. They need to continuously and efficiently monitor these concerns. These need a system that can handle them. Automatic Help Desk Client Support for the Information Technology Resource Center is an appropriate solution that can offer an effective approach to handling all reported technical concerns with proper record keeping and monitoring to customers and technical staff as well as systems managers.

Increasing Artificial Intelligence and Automation in Help Desk Solutions

• A professional system approach is a possible solution. Worldwide computer networks such as the Internet are becoming the main communication medium. The fast communication allowed by computer networks also improved the demand for effective maintenance of the knowledge for help desk services.
• A specialized system approach is a possible solution. Global computer networks such as the Internet are attractive as the main communication medium. The fast communication acceptable by computer networks also enhanced the demand for actual maintenance of the knowledge for help desk services.
• IT help desk systems have developed a dynamic essential for large organizations that rely heavily on IT services and resources. This is because it helps as a Single Point of Interaction between the IT staff and users about the intreated services and reported issues.

Global Online Help Desk Market Segment Analysis:

Global Online Help Desk Market is Segmented based on type, Services, end-users, and Region.

By Services, Training and Support Services segment is expected to dominate the market during the forecast period

• Adopt everybody is a technician mindset. In the sector that conducts the service desk, everyone is a specialist including the managers, everyone should get acceptable training to handle client inquiries. In the doubtful event of a ticket flood, an extra pair of hands is always valued.
• In the situation of online education, teaching, and learning support assume a serious role in streamlining student meetings, knowledge achievement, and academic achievement. It contains a wide range of components, including technical assistance, instructional design, multimedia resources, interactive opportunities, and rapid problem-solving mechanisms. These help desk support systems are pivotal in justifying the challenges faced by students, faculty, and staff on the CUU ODEL platform, fostering an optimal online learning environment.

By End-User, the IT and Telecommunications segment held the largest share in 2023

• This Service Level Agreement defines the facilities and service levels between the service provider, Pace IT Help Desk Services, and the client of that service. The goal is to ensure the delivery of high-quality customer service and technical support for the university.
• Telecommunication companies can advance subscriber retention, build loyalty, and handle customer inquiries by concentrating on providing excellent customer service. With the Help Desk, it can streamline and organize all customer support procedures into one complete ticketing software. Deliver more than just a fast network and new devices to gauge customer prospects and meet them punctually with features like reporting, automation, self-service, internal collaboration, and feedback forms.

Global Online Help Desk Market Regional Insights:

North America is Expected to Dominate the Market Over the Forecast period

• The help desk software market in North America is growing significantly due to the growing need for effective customer support and simplified IT service management. North America, especially the US and Canada, dominates this market due to the high adoption of advanced technologies and major industry players.
• Companies in the region are increasingly investing in cloud-based help desk solutions to improve customer satisfaction, streamline operations, and gain a competitive advantage. This trend is reinforced by the growing demand for multi-channel support and automation capabilities that help desktop software vendors increasingly integrate into their platforms to meet the evolving needs of customers.

Global Online Help Desk Market Top Key Players:

• Column Technologies (USA)
• Sparkcentral (USA)
• Watermelon (Netherlands)
• Smart Tribune (France)
• Zendesk (USA)
• Zoho Desk (India)
• Groove (USA)
• Clickatell Touch (USA)
• Bluespice Mediawiki (Germany)
• Call Center Studio (USA)
• Happyfox (USA)
• Freshdesk (USA)
• Atlassian (Australia)
• Ntrglobal (Spain)
• Manage Engine Service Desk Plus  (India)
• Frontrange Solutions (USA)
• Vision Helpdesk (India)
• Live Agent (Slovakia)
• Seamless Desk
• Live Chat (Poland)
• Bitrix24 (USA)
• Freshworks Inc. (USA)
• Frontapp (USA)
• Wrike, Inc. (USA)
• Help Desk Migration (Ukraine)
• Nectar Desk Inc. (Canada)

Key Industry Developments in the Global Online Help Desk Market:

In March 2024, Zendesk announced it acquired Ultimate, an industry-leading service automation provider, to deliver the most complete AI offering for customers. As unprecedented demand for AI drives up the speed and frequency of customer engagement, AI agents push beyond traditional bot capabilities to help brands transform CX into a competitive advantage.

In January 2024, Groove Celebrates the Official Launch of its Coworking and Community App, Groove, a mobile app and community that offers support and camaraderie through on-demand, one-hour focused coworking sessions, announced its official launch as a subscription-based app after two years in beta.

1. INTRODUCTION
   1. RESEARCH OBJECTIVES
   2. RESEARCH METHODOLOGY
   3. RESEARCH PROCESS
   4. SCOPE AND COVERAGE
      1. Market Definition
      2. Key Questions Answered
   5. MARKET SEGMENTATION
2. EXECUTIVE SUMMARY
3. MARKET OVERVIEW
4. GROWTH OPPORTUNITIES BY SEGMENT
5. MARKET LANDSCAPE
   1. PORTER’S FIVE FORCES ANALYSIS
      1. Bargaining Power Of Supplier
      2. Threat Of New Entrants
      3. Threat Of Substitutes
      4. Competitive Rivalry
      5. Bargaining Power Among Buyers
   2. INDUSTRY VALUE CHAIN ANALYSIS
   3. MARKET DYNAMICS
      1. Drivers
      2. Restraints
      3. Opportunities
      4. Challenges
   4. MARKET TREND ANALYSIS
   5. REGULATORY LANDSCAPE
   6. PESTLE ANALYSIS
   7. PRICE TREND ANALYSIS
   8. PATENT ANALYSIS
   9. TECHNOLOGY EVALUATION
   10. MARKET IMPACT OF THE RUSSIA-UKRAINE WAR
       1. Geopolitical Market Disruptions
       2. Supply Chain Disruptions
       3. Instability in Emerging Markets
   11. ECOSYSTEM
6. GLOBAL ONLINE HELP DESK MARKET BY TYPE (2017-2032)
   1. GLOBAL ONLINE HELP DESK MARKET SNAPSHOT AND GROWTH ENGINE
   2. MARKET OVERVIEW
   3. STANDALONE HELP DESK SOFTWARE
      1. Introduction And Market Overview
      2. Historic And Forecasted Market Size in Value (2017 – 2032F)
      3. Historic And Forecasted Market Size in Volume (2017 – 2032F)
      4. Key Market Trends, Growth Factors And Opportunities
      5. Geographic Segmentation Analysis
   4. INTEGRATED HELP DESK SOFTWARE
7. GLOBAL ONLINE HELP DESK MARKET BY SERVICES (2017-2032)
   1. GLOBAL ONLINE HELP DESK MARKET SNAPSHOT AND GROWTH ENGINE
   2. MARKET OVERVIEW
   3. CONSULTING SERVICES
      1. Introduction And Market Overview
      2. Historic And Forecasted Market Size in Value (2017 – 2032F)
      3. Historic And Forecasted Market Size in Volume (2017 – 2032F)
      4. Key Market Trends, Growth Factors And Opportunities
      5. Geographic Segmentation Analysis
   4. IMPLEMENTATION SERVICES
   5. TRAINING AND SUPPORT SERVICES
8. GLOBAL ONLINE HELP DESK MARKET BY END-USER (2017-2032)
   1. GLOBAL ONLINE HELP DESK MARKET SNAPSHOT AND GROWTH ENGINE
   2. MARKET OVERVIEW
   3. IT AND TELECOMMUNICATIONS
      1. Introduction And Market Overview
      2. Historic And Forecasted Market Size in Value (2017 – 2032F)
      3. Historic And Forecasted Market Size in Volume (2017 – 2032F)
      4. Key Market Trends, Growth Factors And Opportunities
      5. Geographic Segmentation Analysis
   4. BANKING
   5. HEALTHCARE
   6. EDUCATION
   7. GOVERNMENT
9. COMPANY PROFILES AND COMPETITIVE ANALYSIS
   1. COMPETITIVE LANDSCAPE
      1. Competitive Positioning
      2. GLOBAL ONLINE HELP DESK MARKET Share By Manufacturer (2023)
      3. Industry BCG Matrix
      4. Heat Map Analysis
      5. Mergers & Acquisitions
   2. COLUMN TECHNOLOGIES (USA)
      1. Company Overview
      2. Key Executives
      3. Company Snapshot
      4. Role of the Company in the Market
      5. Sustainability and Social Responsibility
      6. Operating Business Segments
      7. Product Portfolio
      8. Business Performance (Production Volume, Sales Volume, Sales Margin, Production Capacity, Capacity Utilization Rate)
      9. Key Strategic Moves And Recent Developments
      10. SWOT Analysis
   3. SPARKCENTRAL (USA)
   4. WATERMELON (NETHERLANDS)
   5. SMART TRIBUNE (FRANCE)
   6. ZENDESK (USA)
   7. ZOHO DESK (INDIA)
   8. GROOVE (USA)
   9. CLICKATELL TOUCH (USA)
   10. BLUESPICE MEDIAWIKI (GERMANY)
   11. CALL CENTER STUDIO
   12. HAPPYFOX (USA)
   13. FRESHDESK (USA)
   14. ATLASSIAN (AUSTRALIA)
   15. NTRGLOBAL (SPAIN)
   16. MANAGE ENGINE SERVICE DESK PLUS  (INDIA)
   17. FRONTRANGE SOLUTIONS (USA)
   18. VISION HELPDESK (INDIA)
   19. LIVE AGENT (SLOVAKIA)
   20. SEAMLESS DESK
   21. LIVE CHAT (POLAND)
   22. BITRIX24 (USA)
   23. FRESHWORKS INC. (USA)
   24. FRONTAPP (USA)
   25. WRIKE, INC. (USA)
   26. HELP DESK MIGRATION (UKRAINE)
   27. NECTAR DESK INC. (CANADA)
10. GLOBAL ONLINE HELP DESK MARKET BY REGION
    1. OVERVIEW
    2. NORTH AMERICA
       1. Key Market Trends, Growth Factors And Opportunities
       2. Key Manufacturers
       3. Historic And Forecasted Market Size By Type
       4. Historic And Forecasted Market Size By Services
       5. Historic And Forecasted Market Size By End-User
       6. Historic And Forecasted Market Size By Country
          1. USA
          2. Canada
          3. Mexico
    3. EASTERN EUROPE
       1. Key Market Trends, Growth Factors And Opportunities
       2. Key Manufacturers
       3. Historic And Forecasted Market Size By Segments
       4. Historic And Forecasted Market Size By Country
          1. Russia
          2. Bulgaria
          3. The Czech Republic
          4. Hungary
          5. Poland
          6. Romania
          7. Rest Of Eastern Europe
    4. WESTERN EUROPE
       1. Key Market Trends, Growth Factors And Opportunities
       2. Key Manufacturers
       3. Historic And Forecasted Market Size By Segments
       4. Historic And Forecasted Market Size By Country
          1. Germany
          2. United Kingdom
          3. France
          4. The Netherlands
          5. Italy
          6. Spain
          7. Rest Of Western Europe
    5. ASIA PACIFIC
       1. Key Market Trends, Growth Factors And Opportunities
       2. Key Manufacturers
       3. Historic And Forecasted Market Size By Segments
       4. Historic And Forecasted Market Size By Country
          1. China
          2. India
          3. Japan
          4. South Korea
          5. Malaysia
          6. Thailand
          7. Vietnam
          8. The Philippines
          9. Australia
          10. New-Zealand
          11. Rest Of APAC
    6. MIDDLE EAST & AFRICA
       1. Key Market Trends, Growth Factors And Opportunities
       2. Key Manufacturers
       3. Historic And Forecasted Market Size By Segments
       4. Historic And Forecasted Market Size By Country
          1. Turkey
          2. Bahrain
          3. Kuwait
          4. Saudi Arabia
          5. Qatar
          6. UAE
          7. Israel
          8. South Africa
    7. SOUTH AMERICA
       1. Key Market Trends, Growth Factors And Opportunities
       2. Key Manufacturers
       3. Historic And Forecasted Market Size By Segments
       4. Historic And Forecasted Market Size By Country
          1. Brazil
          2. Argentina
          3. Rest of South America
11. INVESTMENT ANALYSIS
12. ANALYST VIEWPOINT AND CONCLUSION
    1. Recommendations and Concluding Analysis
    2. Potential Market Strategies

LIST OF TABLES

TABLE 001. EXECUTIVE SUMMARY
TABLE 002. ONLINE HELP DESK MARKET BARGAINING POWER OF SUPPLIERS
TABLE 003. ONLINE HELP DESK MARKET BARGAINING POWER OF CUSTOMERS
TABLE 004. ONLINE HELP DESK MARKET COMPETITIVE RIVALRY
TABLE 005. ONLINE HELP DESK MARKET THREAT OF NEW ENTRANTS
TABLE 006. ONLINE HELP DESK MARKET THREAT OF SUBSTITUTES
TABLE 007. ONLINE HELP DESK MARKET BY TYPE
TABLE 008. TYPE I MARKET OVERVIEW (2016-2028)
TABLE 009. TYPE II MARKET OVERVIEW (2016-2028)
TABLE 010. ONLINE HELP DESK MARKET BY APPLICATION
TABLE 011. APPLICATION A MARKET OVERVIEW (2016-2028)
TABLE 012. APPLICATION B MARKET OVERVIEW (2016-2028)
TABLE 013. APPLICATION C MARKET OVERVIEW (2016-2028)
TABLE 014. NORTH AMERICA ONLINE HELP DESK MARKET, BY TYPE (2016-2028)
TABLE 015. NORTH AMERICA ONLINE HELP DESK MARKET, BY APPLICATION (2016-2028)
TABLE 016. N ONLINE HELP DESK MARKET, BY COUNTRY (2016-2028)
TABLE 017. EUROPE ONLINE HELP DESK MARKET, BY TYPE (2016-2028)
TABLE 018. EUROPE ONLINE HELP DESK MARKET, BY APPLICATION (2016-2028)
TABLE 019. ONLINE HELP DESK MARKET, BY COUNTRY (2016-2028)
TABLE 020. ASIA PACIFIC ONLINE HELP DESK MARKET, BY TYPE (2016-2028)
TABLE 021. ASIA PACIFIC ONLINE HELP DESK MARKET, BY APPLICATION (2016-2028)
TABLE 022. ONLINE HELP DESK MARKET, BY COUNTRY (2016-2028)
TABLE 023. MIDDLE EAST & AFRICA ONLINE HELP DESK MARKET, BY TYPE (2016-2028)
TABLE 024. MIDDLE EAST & AFRICA ONLINE HELP DESK MARKET, BY APPLICATION (2016-2028)
TABLE 025. ONLINE HELP DESK MARKET, BY COUNTRY (2016-2028)
TABLE 026. SOUTH AMERICA ONLINE HELP DESK MARKET, BY TYPE (2016-2028)
TABLE 027. SOUTH AMERICA ONLINE HELP DESK MARKET, BY APPLICATION (2016-2028)
TABLE 028. ONLINE HELP DESK MARKET, BY COUNTRY (2016-2028)
TABLE 029. ZENDESK: SNAPSHOT
TABLE 030. ZENDESK: BUSINESS PERFORMANCE
TABLE 031. ZENDESK: PRODUCT PORTFOLIO
TABLE 032. ZENDESK: KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 032. GROOVE: SNAPSHOT
TABLE 033. GROOVE: BUSINESS PERFORMANCE
TABLE 034. GROOVE: PRODUCT PORTFOLIO
TABLE 035. GROOVE: KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 035. HAPPYFOX: SNAPSHOT
TABLE 036. HAPPYFOX: BUSINESS PERFORMANCE
TABLE 037. HAPPYFOX: PRODUCT PORTFOLIO
TABLE 038. HAPPYFOX: KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 038. FRESHDESK: SNAPSHOT
TABLE 039. FRESHDESK: BUSINESS PERFORMANCE
TABLE 040. FRESHDESK: PRODUCT PORTFOLIO
TABLE 041. FRESHDESK: KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 041. ATLASSIAN: SNAPSHOT
TABLE 042. ATLASSIAN: BUSINESS PERFORMANCE
TABLE 043. ATLASSIAN: PRODUCT PORTFOLIO
TABLE 044. ATLASSIAN: KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 044. ZOHO: SNAPSHOT
TABLE 045. ZOHO: BUSINESS PERFORMANCE
TABLE 046. ZOHO: PRODUCT PORTFOLIO
TABLE 047. ZOHO: KEY STRATEGIC MOVES AND DEVELOPMENTS

LIST OF FIGURES

FIGURE 001. YEARS CONSIDERED FOR ANALYSIS
FIGURE 002. SCOPE OF THE STUDY
FIGURE 003. ONLINE HELP DESK MARKET OVERVIEW BY REGIONS
FIGURE 004. PORTER'S FIVE FORCES ANALYSIS
FIGURE 005. BARGAINING POWER OF SUPPLIERS
FIGURE 006. COMPETITIVE RIVALRYFIGURE 007. THREAT OF NEW ENTRANTS
FIGURE 008. THREAT OF SUBSTITUTES
FIGURE 009. VALUE CHAIN ANALYSIS
FIGURE 010. PESTLE ANALYSIS
FIGURE 011. ONLINE HELP DESK MARKET OVERVIEW BY TYPE
FIGURE 012. TYPE I MARKET OVERVIEW (2016-2028)
FIGURE 013. TYPE II MARKET OVERVIEW (2016-2028)
FIGURE 014. ONLINE HELP DESK MARKET OVERVIEW BY APPLICATION
FIGURE 015. APPLICATION A MARKET OVERVIEW (2016-2028)
FIGURE 016. APPLICATION B MARKET OVERVIEW (2016-2028)
FIGURE 017. APPLICATION C MARKET OVERVIEW (2016-2028)
FIGURE 018. NORTH AMERICA ONLINE HELP DESK MARKET OVERVIEW BY COUNTRY (2016-2028)
FIGURE 019. EUROPE ONLINE HELP DESK MARKET OVERVIEW BY COUNTRY (2016-2028)
FIGURE 020. ASIA PACIFIC ONLINE HELP DESK MARKET OVERVIEW BY COUNTRY (2016-2028)
FIGURE 021. MIDDLE EAST & AFRICA ONLINE HELP DESK MARKET OVERVIEW BY COUNTRY (2016-2028)
FIGURE 022. SOUTH AMERICA ONLINE HELP DESK MARKET OVERVIEW BY COUNTRY (2016-2028)