The Europe help desk and ticketing software market is projected to grow significantly, reaching approximately US$ 2.17 billion by 2031, up from US$ 1.02 billion in 2023, reflecting a compound annual growth rate (CAGR) of 9.8% during this period.
Retail stands out as the largest industrial sector in Europe, with Germany being the continent's most advanced economy. The country boasts around 597 retailers, including major players like Schwarz, Aldi, Metro Cash & Carry, Edeka, Rewe, and MediaMarkt. The retail market in Germany is primarily driven by fashion, clothing, and consumer electronics, followed by furniture and other categories. Help desk and ticketing software is essential in retail for managing customer inquiries, from submission to resolution, and is also integrated into e-commerce platforms to optimize support processes. The increasing number of retailers in Europe presents significant growth opportunities for the help desk and ticketing software market.
2. Industry Vertical: Segmented into retail, government, manufacturing, healthcare, hospitality, IT and telecom, and others, the IT and telecom sector accounted for the largest share in 2023.
3. Deployment: The market is categorized into cloud-based and on-premises solutions, with cloud-based options dominating in 2023.
4. Organization Size: The market is divided into small & medium enterprises and large enterprises, with large enterprises holding a significant share in 2023.
Reasons to Buy
Executive Summary and Market Analysis
The European help desk and ticketing software market is categorized into several regions, including Germany, France, Spain, Switzerland, Italy, the UK, Russia, and the Rest of Europe. The European IP Helpdesk plays a vital role in supporting small and medium-sized enterprises (SMEs) and research teams engaged in cross-border operations and EU-funded research. It provides a variety of resources, a helpline for direct intellectual property (IP) support, and training sessions, all aimed at enhancing IP management from awareness to strategic utilization.Retail stands out as the largest industrial sector in Europe, with Germany being the continent's most advanced economy. The country boasts around 597 retailers, including major players like Schwarz, Aldi, Metro Cash & Carry, Edeka, Rewe, and MediaMarkt. The retail market in Germany is primarily driven by fashion, clothing, and consumer electronics, followed by furniture and other categories. Help desk and ticketing software is essential in retail for managing customer inquiries, from submission to resolution, and is also integrated into e-commerce platforms to optimize support processes. The increasing number of retailers in Europe presents significant growth opportunities for the help desk and ticketing software market.
Market Segmentation Analysis
The analysis of the Europe help desk and ticketing software market is based on several key segments:
1. Component: The market is divided into software and services, with software holding a larger market share in 2023.2. Industry Vertical: Segmented into retail, government, manufacturing, healthcare, hospitality, IT and telecom, and others, the IT and telecom sector accounted for the largest share in 2023.
3. Deployment: The market is categorized into cloud-based and on-premises solutions, with cloud-based options dominating in 2023.
4. Organization Size: The market is divided into small & medium enterprises and large enterprises, with large enterprises holding a significant share in 2023.
Market Outlook
Businesses that prioritize customer accessibility and service quality are more likely to attract new customers while retaining existing ones. Efficient customer service enhances client relationships, and an omnichannel support system - managed through chat, email, phone, social media, and other platforms - effectively addresses a wide range of customer needs. With the rise of digitalization, customers can reach businesses through multiple channels. An omnichannel help desk and ticketing software solution integrates these various channels into a single platform, allowing support teams to manage inquiries from one interface. This integration ensures a seamless transition between channels and maintains the context of each interaction, leading to quicker and more personalized responses that enhance customer satisfaction. Consequently, businesses across various sectors, including retail, e-commerce, manufacturing, and government, are increasingly adopting omnichannel help desk and ticketing software. Key providers in this space include Freshworks Inc., Ameyo, and HappyFox Inc.Country Insights
The Europe help desk and ticketing software market includes key countries such as Germany, the UK, France, Italy, Russia, Spain, Switzerland, and others. The UK held the largest market share in 2023, driven by a surge in startups and the expansion of international enterprises and SMEs. The UK’s proactive approach to adopting digital technologies across various industries has significantly contributed to the growth of the help desk and ticketing software market. As of December 2022, the UK tech industry reached a market value of US$ 1.0 trillion, surpassing that of Germany and France.Company Profiles
Prominent players in the Europe help desk and ticketing software market include Zendesk Inc., Genesys, Zoho Corp Pvt Ltd, Freshworks Inc., TEXT S A, SolarWinds Worldwide LLC, Atlassian Corp, SysAid, Salesforce Inc., ServiceNow Inc., and many others. These companies are pursuing various strategies, including expansion, product innovation, and mergers and acquisitions, to enhance their offerings and increase market share.Reasons to Buy
- Save and reduce time carrying out entry-level research by identifying the growth, size, leading players, and segments in Europe help desk and ticketing software market.
- Highlights key business priorities in order to assist companies to realign their business strategies.
- The key findings and recommendations highlight crucial progressive industry trends in Europe help desk and ticketing software market, thereby allowing players across the value chain to develop effective long-term strategies.
- Develop/modify business expansion plans by using substantial growth offering developed and emerging markets.
- Scrutinize in-depth Europe market trends and outlook coupled with the factors driving the help desk and ticketing software market, as well as those hindering it.
- Enhance the decision-making process by understanding the strategies that underpin security interest with respect to client products, segmentation, pricing, and distribution.
Table of Contents
1. Introduction
2. Executive Summary
3. Research Methodology
4. Europe Help Desk and Ticketing Software Market Landscape
5. Europe Help Desk and Ticketing Software Market - Key Market Dynamics
6. Help Desk and Ticketing Software Market - Europe Analysis
7. Europe Help Desk and Ticketing Software Market Analysis - by Component
8. Europe Help Desk and Ticketing Software Market Analysis - by Industry Vertical
9. Europe Help Desk and Ticketing Software Market Analysis - by Deployment
10. Europe Help Desk and Ticketing Software Market Analysis - by Organization Size
11. Europe Help Desk and Ticketing Software Market - Country Analysis
12. Competitive Landscape
13. Industry Landscape
14. Company Profiles
15. Appendix
List of Tables
List of Figures
Companies Mentioned
Some of the leading companies in the Europe Help Desk and Ticketing Software Market include:
- 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
- Exotel Techcom Pvt Ltd
