A help desk helps to manage customer queries with ease where this blog states the latest help desk statistics that will help to understand everything that you need to know in 2025
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This dataset contains events from a ticketing management process of the help desk of an Italian software company. The process consists of 9 activities, and all cases start with the insertion of a new ticket into the ticketing management system. Each case ends when the issue is resolved and the ticket is closed. This log contains 3804 process instances (a.k.a "cases") and 13710 events
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This repository contains the data set presented in the publication "Identifying NFRs conflicts using quality ontologies" by Al Balushi et al. [1]. The data set has been extracted from the manuscript for easier reuse.
[1] Al Balushi, T., Khod, O., Sampaio, P. R. F., Patel, M., Manchester, B. S. W., Corcho, O., & Loucopoulos, P. (2008). Identifying NFRs conflicts using quality ontologies. SEKE 2008, 929.
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Event log concerning the ticketing management process of the Help desk of an Italian software company
NYC Service Desk Statistics
Service desk performance statistics against operational KPIs
The information that is collected, used, disseminated, or maintained in the International Technology Services Admin Services system is used for user identification, authorization, and authentication purposes and can include the user’s name, organizational unit information, office telephone number, electronic mail address, and physical office address to adequately identify the individual for Help Desk support purposes.
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[250 Pages Report] The global Help Desk Software Market was valued at around US$ 9.9 Billion in 2021. With a projected CAGR of 9.4% for the next ten years, the market is likely to reach a valuation of nearly US$ 26.8 Billion by the end of 2032.
Attributes | Details |
---|---|
Help Desk Software Market Size (2021) | US$ 9.9 Billion |
Help Desk Software Market Size (2022) | US$ 10.9 Billion |
Projected Market Value (2032) | US$ 26.8 Billion |
Global Market Growth Rate (2022 to 2032) | 9.4% CAGR |
Share of Top 5 Countries | 56.7% |
Help Desk Software Industry Report Scope
Attributes | Details |
---|---|
Forecast Period | 2022 to 2032 |
Historical Data Available for | 2015 to 2021 |
Market Analysis | US$ Million for Value |
Key Countries Covered | USA, UK, China, Japan, South Korea |
Key Market Segments Covered | Type, Industry, Region |
Key Companies Profiled |
|
Report Coverage | Market Forecast, Competition Intelligence, DROT Analysis, Market Dynamics and Challenges, and Strategic Growth Initiatives |
Customization & Pricing | Available upon Request |
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Service Desk Outsourcing Market size was valued at USD 88.55 Billion in 2023 and is projected to reach USD 130.66 Billion by 2030, growing at a CAGR of 5.09% during the forecast period 2024-2030.
Global Service Desk Outsourcing Market Drivers
The market drivers for the Service Desk Outsourcing Market can be influenced by various factors. These may include:
Cost-cutting: Outsourcing service desk tasks is frequently motivated primarily by cost-cutting concerns. By outsourcing, companies can obtain professional staff at a lesser expense than sustaining an internal help desk. Concentrate on Core Activities: By contracting with outside service providers to handle mundane IT support duties, firms may concentrate on their strategic goals and core skills. Scalability and Flexibility: Organisations can swiftly modify resources in response to varying demand, seasonal peaks, or corporate expansions thanks to service desk outsourcing's scalability and flexibility. Access to Specialised Skills: Hiring a service desk outsourcing company gives you access to knowledge and abilities that you might not have on staff. Teams at service providers frequently consist of individuals with a variety of backgrounds and industries of experience. 24/7 assistance: Outsourcing service desk functions can offer 24/7 coverage, ensuring uninterrupted IT assistance for companies operating in multiple time zones. This is due to globalisation and the growing requirement for round-the-clock help. Technological Advancements: The evolution of service desk outsourcing is being driven by the rapid advancements in technology, including artificial intelligence (AI), automation, and self-service choices. By utilising these technology, service providers may increase productivity, speed up resolution times, and give a better overall client experience. Emphasis on Customer Experience: Companies are looking for service desk outsourcing partners that can provide excellent customer care, individualised help, and prompt issue resolution as customer experience grows in importance as a differentiator in the marketplace. Regulatory Compliance: Organisations outsourcing service desk tasks to providers with experience in data security and regulatory compliance are motivated by compliance requirements in a variety of industries, including healthcare, banking, and IT. Globalisation: As businesses grow internationally, outsourcing service desk operations enables them to consistently support their international staff, clients, and partners. Business Continuity and Disaster Recovery: By offering redundant support alternatives and backup resources in case of emergencies or disruptions, outsourcing service desk functions helps improve business continuity and disaster recovery strate
The forecast shows the IT service revenue from help desk management worldwide between 2005 and 2015. In 2005, IT service vendors had revenue in the help desk management segment of 13.5 billion U.S. dollars.
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This dataset shows the number of Information Technology Help Desk Tickets and hours of work associated with them.
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IT Operations and Helpdesk Jobs - U.S.: 5 years of historical data from 2020 to 2025.
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The global help desk tools market size was valued at USD 9.5 billion in 2023 and is projected to reach approximately USD 18.3 billion by 2032, exhibiting a CAGR of 7.5% during the forecast period. The market's growth is driven by the increasing need for efficient customer service solutions across various industries. With organizations recognizing the importance of customer satisfaction and retention, there is a burgeoning demand for robust help desk solutions that can streamline communication, track customer interactions, and offer timely resolutions. The integration of advanced technologies such as artificial intelligence (AI) and machine learning (ML) into help desk systems is a significant growth catalyst, enhancing the capability of these tools to provide automated support, predictive analytics, and improved user experience.
One of the primary growth factors in the help desk tools market is the rapid digital transformation across industries, compelling companies to adopt scalable and efficient customer support solutions. Organizations are increasingly moving towards digital platforms to cater to customer queries, and the deployment of help desk tools has become an indispensable part of this transformation. These tools enable businesses to manage client interactions across multiple channels such as email, chat, social media, and voice, ensuring a seamless and unified customer experience. The rise in mobile technology and the proliferation of smartphones have further accelerated the adoption of mobile-friendly help desk solutions, allowing companies to provide support on-the-go and improving overall customer engagement.
Another significant factor driving the market growth is the increasing demand for cloud-based solutions. With cloud technology offering numerous advantages such as scalability, flexibility, and cost-effectiveness, many organizations are transitioning from traditional on-premises systems to cloud-based help desk solutions. Cloud deployment facilitates remote access to support systems, enabling support staff to assist customers from anywhere, thereby enhancing productivity and reducing response times. Moreover, cloud-based help desk tools offer real-time updates and integrations with other business applications, allowing for a more synchronized approach to customer service. As businesses continue to explore the benefits of cloud technology, the demand for cloud-based help desk tools is expected to grow substantially.
The growing emphasis on personalized customer service is also contributing to the market expansion. Customers today expect more than just generic responses; they seek tailored solutions that address their specific issues and preferences. Help desk tools equipped with AI and data analytics capabilities can analyze customer data to offer personalized responses and anticipate customer needs. This personalized approach not only improves customer satisfaction but also builds loyalty and long-term relationships. As companies strive to differentiate themselves in a competitive marketplace, the adoption of smart help desk tools that can offer personalized support is likely to see an upward trend.
The Help Desk Ticking System is an integral component of modern customer support frameworks, offering a structured approach to managing and resolving customer inquiries. This system allows organizations to efficiently track, prioritize, and address customer issues through a centralized platform. By automating the ticketing process, businesses can ensure that no customer query goes unanswered, thereby enhancing response times and improving overall customer satisfaction. The system's ability to integrate with other business applications further streamlines operations, providing support teams with a comprehensive view of customer interactions. As companies continue to prioritize customer experience, the implementation of a robust Help Desk Ticking System becomes increasingly essential.
Regionally, North America holds the largest share in the help desk tools market, owing to the region's advanced technological infrastructure and the presence of major market players. Businesses in North America have been early adopters of help desk solutions, driven by a strong focus on enhancing customer experience and operational efficiency. The Asia Pacific region, however, is expected to witness the highest growth rate during the forecast period. The rapid economic development, increasing internet penetration, and the surge in small and medium enterprises (SMEs) in countries like China
This dataset was created by utsav
This statistic illustrates the share of customers contacting customer support in 2020, by method. During the survey, ** percent of customers stated that they contacted their customer support via email.
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Electronic service desk case statistics, including ID, contact method, categories: problem description, categories: solution method, satisfaction level (score), etc.
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Analysis of ‘Citiwide Service Desk Statistics’ provided by Analyst-2 (analyst-2.ai), based on source dataset retrieved from https://catalog.data.gov/dataset/fee6615f-0ce9-4fe3-8ad6-44755bc49c8f on 13 February 2022.
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NYC Service Desk Statistics
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A help desk helps to manage customer queries with ease where this blog states the latest help desk statistics that will help to understand everything that you need to know in 2025