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

Console-AI/IT-helpdesk-synthetic-tickets dataset hosted on Hugging Face and contributed by the HF Datasets community

Information about Customer Information System (CIS) support tickets. The CIS System Functional Support team (CIS Admin “Help desk”) receive system issues (ex. billing issues, information requests, or system processing questions) affecting internal and external customers via email or phone call and number of tickets resolved same day as reported. Source data and published data updates monthly, however the dataset update job looks every week for the most recent monthly information. For this reason the Max Expected Data Age is 60 days.

"Percent of Total Tickets Resolved by the Service Desk"

The Help Desk and Ticketing Software market is experiencing robust growth, driven by the increasing need for efficient customer service and streamlined internal communication across diverse industries. The market's expansion is fueled by several key factors, including the rising adoption of cloud-based solutions offering scalability and cost-effectiveness, the growing importance of providing seamless omnichannel support (email, chat, social media), and the increasing demand for automation and AI-powered features to improve response times and resolution rates. Businesses of all sizes, from small enterprises to large corporations, are increasingly reliant on these systems to manage customer inquiries, track issues, and improve overall operational efficiency. The competitive landscape is dynamic, with established players like Zendesk and Freshdesk alongside emerging innovative solutions vying for market share. The integration of these systems with CRM platforms and other business tools further enhances their value proposition, contributing to the overall growth trajectory. The forecast period (2025-2033) anticipates continued expansion, primarily driven by the increasing adoption in developing economies and the continuous advancements in artificial intelligence and machine learning capabilities within the software. Integration with emerging technologies like IoT and blockchain will further broaden the applications and market potential. While factors such as initial implementation costs and the need for specialized technical expertise can pose challenges, the overall long-term outlook remains positive, indicating a substantial increase in market value over the projected period. The segmentation of the market, encompassing features like on-premise vs. cloud deployment, pricing models, and target customer size (SMB vs. Enterprise), will continue to influence specific growth rates within different segments.

Event log concerning the ticketing management process of the Help desk of an Italian software company

This dataset contains information about IT support tickets, focusing on the impact of self-service and automation in reducing ticket volume and resolution time. It includes details about ticket types, resolution channels, automation usage, resolution times, and customer satisfaction.

Features Description: • Ticket_ID (string): Unique identifier for each support ticket. • Ticket_Type (string): The category of the ticket (e.g., Technical Issue, Account Issue). • Created_Date (datetime): Timestamp when the ticket was created. • Channel (string, nullable): The communication channel used (e.g., Self-Service, Chatbot, Phone). • Automation_Used (string): Indicates whether automation was used for resolution (Yes/No). • Resolution_Time_Hours (float): The time taken to resolve the ticket in hours. • Resolved_First_Contact (string): Whether the ticket was resolved on first contact (Yes/No). • Customer_Satisfaction (float, nullable): Rating provided by the customer (e.g., 1 to 5). • Resolved_Date (datetime): Timestamp when the ticket was resolved. Use Cases of this Dataset: • Impact Analysis: Assess how automation and self-service impact resolution times and first-contact resolution rates. • Predictive Modeling: Train machine learning models to predict resolution time based on ticket type and automation usage. • Customer Experience Analysis: Analyze how automation affects customer satisfaction. • Operational Efficiency: Help IT support teams optimize resource allocation and improve automation strategies. • Trend Analysis: Identify trends in ticket resolution across different channels.

A complete list of live websites using the Wpsc Support Tickets technology, compiled through global website indexing conducted by WebTechSurvey.

The open-source ticketing system software market is experiencing robust growth, driven by increasing demand for flexible, cost-effective, and customizable solutions across various industries. The market's appeal stems from its ability to cater to specific business needs without the vendor lock-in associated with proprietary systems. Factors like rising adoption of cloud-based deployments, the need for improved customer service management in large enterprises and SMEs, and the growing preference for self-service options are fueling market expansion. While initial setup and customization might require technical expertise, the long-term cost savings and enhanced control offered by open-source options significantly outweigh these considerations. The market is highly fragmented, with numerous players offering diverse functionalities and support levels. This competitive landscape fosters innovation and provides organizations with a wide array of choices to select solutions perfectly aligned with their technical capabilities and budgetary constraints. The projected Compound Annual Growth Rate (CAGR) suggests a continuous upward trajectory, indicating sustained demand and potential for further market penetration in both established and emerging economies. Geographic expansion, particularly in regions with growing digital infrastructure and increasing IT spending, will likely contribute significantly to the market's overall growth in the coming years. The prominent players in the open-source ticketing system software market, such as Tidio, osTicket, Zammad, and others, are continually enhancing their offerings, adding new features, and improving user experience. The market is witnessing a trend towards integration with other business tools, improving workflow automation and data analytics capabilities. Furthermore, the increasing importance of data security and compliance is driving the adoption of robust security features in these systems. The market's future growth will be influenced by factors such as the evolution of cloud technologies, advancements in artificial intelligence and machine learning for improved customer support, and the growing adoption of open-source philosophies within organizations. While potential restraints exist, such as the need for in-house expertise for maintenance and customization, the overall market outlook remains positive, driven by the inherent advantages of flexibility, cost-effectiveness, and community support associated with open-source solutions.

IT Ticketing System Software Market Outlook

The global IT Ticketing System Software market size was valued at approximately USD 2.5 billion in 2023 and is projected to reach around USD 6.8 billion by 2032, growing at a compound annual growth rate (CAGR) of 11.5% during the forecast period. The market growth is primarily driven by the increasing demand for efficient IT service management solutions and the rising adoption of cloud-based services across various industries.

The growth of the IT Ticketing System Software market can be attributed to several key factors. Firstly, the increasing complexity of IT environments in organizations necessitates robust ticketing systems to manage and resolve technical issues efficiently. This complexity is often a result of the digital transformation initiatives that many companies are undertaking, which involve integrating numerous software applications and hardware devices. Consequently, there is a growing need for advanced IT ticketing systems to streamline IT support processes and enhance operational efficiency.

Another significant growth factor is the rising adoption of automation and artificial intelligence (AI) in IT service management. Modern IT ticketing systems are increasingly incorporating AI and machine learning capabilities to automate routine tasks, such as ticket categorization, prioritization, and resolution. These advancements not only improve the efficiency of IT support teams but also enhance the overall user experience by reducing response times and ensuring quicker issue resolution.

Moreover, the growing emphasis on customer-centric IT services is driving the demand for advanced ticketing systems. Organizations are increasingly recognizing the importance of delivering high-quality IT support services to maintain customer satisfaction and loyalty. IT ticketing systems play a crucial role in achieving this by providing a structured approach to managing and resolving customer issues. Additionally, the integration of IT ticketing systems with other customer relationship management (CRM) and enterprise resource planning (ERP) systems further enhances their functionality and value.

Helpdesk Automation is becoming an integral part of modern IT service management strategies. By leveraging automation, organizations can significantly reduce the manual workload on IT support teams, allowing them to focus on more complex and strategic tasks. Automated helpdesk solutions can handle routine inquiries, ticket categorization, and even initial troubleshooting steps, thereby improving response times and customer satisfaction. As businesses continue to grow and expand their IT infrastructure, the need for scalable and efficient helpdesk automation tools becomes increasingly critical. This trend is particularly evident in industries that experience high volumes of support requests, where automation can lead to substantial cost savings and efficiency gains.

From a regional perspective, North America is expected to dominate the IT Ticketing System Software market during the forecast period. The region's strong presence of leading market players, coupled with the high adoption rate of advanced IT solutions, contributes to its significant market share. Additionally, the increasing focus on enhancing IT infrastructure and the rising demand for cloud-based services further boost the market growth in North America. On the other hand, the Asia Pacific region is anticipated to witness the highest growth rate, driven by the rapid digitalization of businesses, growing IT investments, and the increasing adoption of cloud technologies in countries like China and India.

Component Analysis

The IT Ticketing System Software market is segmented into two primary components: software and services. The software segment includes the various IT ticketing solutions available, ranging from basic ticket management systems to advanced platforms with integrated AI and automation capabilities. The services segment encompasses the support, maintenance, and consulting services provided to ensure the effective deployment and operation of IT ticketing systems.

The software segment is expected to hold the largest share of the market during the forecast period. This dominance can be attributed to the continuous advancements in software technologies and the increasing availability of feature-rich IT ticketing solutions. Modern IT ticketing software offers a wide range of functionalities, including au

The Help Desk Ticketing Software market is experiencing robust growth, driven by the increasing need for efficient customer support and streamlined internal IT issue resolution across diverse industries. The market size in 2025 is estimated at $15 billion, exhibiting a Compound Annual Growth Rate (CAGR) of 12% from 2025 to 2033. This growth is fueled by several key factors. The rising adoption of cloud-based solutions offers scalability, cost-effectiveness, and accessibility, making them attractive to both large enterprises and SMEs. Furthermore, the increasing complexity of IT infrastructure and the growing demand for improved customer experience are compelling organizations to adopt sophisticated help desk ticketing systems. The shift towards remote work models has further accelerated the demand for efficient communication and issue-tracking tools. Market segmentation reveals a strong preference for cloud-based solutions over on-premise deployments, reflecting the current technological landscape. Large enterprises represent a larger market segment compared to SMEs due to their higher IT budgets and greater need for sophisticated support structures. However, the SME segment is also showing significant growth potential as they increasingly recognize the value of these solutions for enhanced operational efficiency. Geographic distribution shows a significant market concentration in North America and Europe, driven by early adoption and advanced technological infrastructure. However, Asia-Pacific is emerging as a high-growth region, fueled by increasing digitalization and a rapidly expanding user base. While the market faces certain restraints, such as the high initial investment for on-premise solutions and the need for robust cybersecurity measures, the overall growth trajectory remains positive. The competitive landscape is characterized by a mix of established players and emerging vendors, leading to increased innovation and competitive pricing. The ongoing development of AI-powered features like chatbot integration and automated ticket routing is poised to further enhance the functionality and efficiency of these solutions, driving market expansion in the coming years.

The global help desk ticketing system market is experiencing robust growth, driven by the increasing adoption of cloud-based solutions and the rising need for efficient customer service management across diverse industries. The market, estimated at $15 billion in 2025, is projected to witness a Compound Annual Growth Rate (CAGR) of 12% from 2025 to 2033, reaching approximately $40 billion by 2033. This expansion is fueled by several key factors, including the escalating demand for improved customer experience, the proliferation of digital channels requiring integrated support solutions, and the growing adoption of AI-powered features like chatbots and automated ticketing. Large enterprises are currently the major consumers, but the Small and Medium-sized Enterprises (SME) segment is showing significant growth potential, driven by affordability and accessibility of cloud-based solutions. The shift towards cloud-based systems is undeniable, offering scalability, cost-effectiveness, and enhanced accessibility compared to on-premises deployments. However, security concerns and data privacy regulations continue to pose challenges for market expansion. The competitive landscape is diverse, with established players like Zendesk and Freshdesk alongside emerging innovative solutions. Geographic distribution indicates significant market penetration in North America and Europe, with Asia-Pacific emerging as a high-growth region driven by increasing digitalization and technological advancements. Further market segmentation reveals that the cloud-based help desk ticketing systems are dominating the market, accounting for approximately 70% of the total market share in 2025. This is primarily attributed to its ease of deployment, scalability and cost-effectiveness. The on-premises segment, while smaller, retains a significant share among organizations with stringent data security requirements or existing IT infrastructure. The large enterprise segment is expected to continue its dominance due to the higher investment capacity for advanced functionalities and skilled personnel. However, SMEs are increasingly adopting cloud-based solutions, driving market growth in this segment. Regional variations exist, with North America and Europe maintaining a significant lead due to early adoption and established IT infrastructure. However, the Asia-Pacific region is expected to show the fastest growth rate in the coming years owing to the expanding digital economy and rising customer expectations. The market's trajectory is anticipated to remain positive, driven by ongoing technological advancements, evolving customer expectations, and the increasing integration of help desk systems with other business applications.

The global online help desk market is experiencing robust growth, driven by the increasing adoption of cloud-based solutions and the expanding need for efficient customer service across diverse sectors. The market, estimated at $15 billion in 2025, is projected to achieve a Compound Annual Growth Rate (CAGR) of 12% from 2025 to 2033, reaching an estimated $45 billion by 2033. This expansion is fueled by several key factors. The rise of e-commerce necessitates sophisticated customer support systems, while banks and financial institutions leverage online help desks to enhance security and regulatory compliance. Furthermore, the shift towards remote work models has increased the demand for accessible and reliable customer support solutions. Key trends include the integration of AI-powered chatbots for improved response times and personalized support, the increasing adoption of omnichannel support strategies, and the growing focus on self-service options to reduce support tickets. However, challenges remain, including the need for robust cybersecurity measures to protect sensitive customer data and the ongoing need for skilled personnel to manage and maintain these complex systems. The market is segmented by application (e-commerce, banking, others) and deployment type (on-premises, cloud-based), with the cloud-based segment dominating due to its scalability, cost-effectiveness, and accessibility. Major players like Zendesk, Groove, HappyFox, Freshdesk, Atlassian, and Zoho are actively shaping market dynamics through innovation and strategic acquisitions. The geographical distribution of the market demonstrates strong growth across all regions, but North America and Europe currently hold the largest market shares due to higher technology adoption rates and established business infrastructure. However, the Asia-Pacific region is poised for significant expansion in the coming years, driven by rapid economic growth and increasing internet penetration. The competitive landscape is dynamic, characterized by both established players and emerging startups, leading to continuous innovation and the development of more sophisticated and user-friendly online help desk solutions. The market's future growth will depend heavily on technological advancements, regulatory changes, and the evolving customer expectations for seamless and efficient support. Continued investment in AI and machine learning will be crucial for enhancing the capabilities of online help desk systems and meeting the growing demands for personalized and proactive support.

The IT ticketing system market is experiencing robust growth, driven by the increasing need for efficient IT service management (ITSM) across various organizations. The market's expansion is fueled by several key factors, including the rising adoption of cloud-based solutions offering scalability and cost-effectiveness compared to on-premise systems. Furthermore, the increasing complexity of IT infrastructure and the growing demand for improved customer service are pushing organizations to adopt sophisticated ticketing systems for streamlined issue resolution and enhanced employee productivity. The market is segmented by application (SMEs and large enterprises) and deployment type (on-premise and cloud-based), with cloud-based solutions witnessing significantly higher growth due to their inherent flexibility and accessibility. While the initial investment in IT ticketing systems might be a restraint for some SMEs, the long-term benefits in terms of reduced operational costs and improved efficiency outweigh the upfront expense. The competitive landscape is characterized by a mix of established players like Zendesk and HubSpot, and emerging niche providers catering to specific industry needs. North America and Europe currently dominate the market, but Asia-Pacific is expected to exhibit significant growth in the coming years due to increasing digitalization and IT adoption across various sectors. The forecast period of 2025-2033 anticipates continued expansion, driven by technological advancements like AI-powered automation and integration with other ITSM tools, creating further opportunities for market players. The market is projected to see sustained growth throughout the forecast period, with a Compound Annual Growth Rate (CAGR) reflecting a healthy expansion trajectory. Specific market size figures are difficult to estimate without access to the missing numerical data; however, based on typical market growth patterns within the software-as-a-service (SaaS) sector and considering the identified drivers and restraints, a reasonable estimate suggests a substantial market expansion. This growth will be particularly pronounced in regions such as Asia-Pacific, where the adoption of cloud-based technologies is accelerating. Large enterprises are expected to drive a significant portion of the market's revenue, primarily due to their greater need for comprehensive and scalable ITSM solutions. The emergence of innovative features like self-service portals and AI-driven chatbots will continue to shape the market landscape, improving user experience and enabling faster resolution times. Continuous innovation and adaptation to evolving customer demands will be crucial for players to maintain a competitive edge in this dynamic market.

The Help Desk Tools market, valued at $1188.1 million in 2025, is experiencing robust growth, projected to expand at a compound annual growth rate (CAGR) of 10% from 2025 to 2033. This expansion is fueled by several key drivers. The increasing adoption of cloud-based solutions offers scalability, accessibility, and cost-effectiveness, attracting businesses of all sizes. Furthermore, the rising demand for enhanced customer service and improved employee support is significantly boosting market demand. Businesses are recognizing the value of efficient help desk systems in streamlining operations, resolving issues quickly, and ultimately enhancing customer satisfaction and employee productivity. The trend towards integrating help desk tools with other business applications, such as CRM and project management software, further contributes to the market's growth. While the market faces some restraints, such as the initial investment cost of implementing new systems and the need for adequate employee training, these challenges are being mitigated by the availability of various pricing models and user-friendly interfaces. The market is segmented by deployment (cloud, on-premise), functionality (ticket management, knowledge base, self-service portal), and business size (small and medium-sized businesses (SMBs), large enterprises), each experiencing growth but at potentially varying rates based on market dynamics. Key players like Freshdesk, Zendesk, and Freshservice are actively competing through innovation, strategic partnerships, and expanding their product portfolios. The competitive landscape is characterized by both established players and emerging companies vying for market share. Successful vendors are differentiating themselves through specialized features, integrations with popular business applications, and dedicated customer support. The market's future growth hinges on continuous innovation, focusing on artificial intelligence (AI)-powered features like chatbots and automated ticket routing to enhance efficiency and customer experience. The increasing adoption of remote work models and the rise of hybrid work environments further underscore the importance of robust and accessible help desk tools for effective communication and issue resolution. The market's geographical distribution is likely to show strong performance across North America and Europe, followed by other regions experiencing steady growth as digital transformation efforts accelerate globally. The projected market value in 2033 will significantly surpass the 2025 figure, reflecting the sustained growth trajectory.

Credit report of Pixavi Support Ticket Jaren Norway contains unique and detailed export import market intelligence with it's phone, email, Linkedin and details of each import and export shipment like product, quantity, price, buyer, supplier names, country and date of shipment.

Ticketing System Software Market Outlook

The global ticketing system software market size was valued at approximately USD 9 billion in 2023 and is projected to reach around USD 16 billion by 2032, growing at a compound annual growth rate (CAGR) of 6.8% from 2024 to 2032. This impressive growth is driven by the increasing demand for efficient customer relationship management solutions across various industries. Organizations are actively seeking ways to improve customer satisfaction and streamline operations, which is significantly contributing to the adoption of ticketing system software. The market is further propelled by advancements in digital technologies and the growing trend of digital transformation across industries, enhancing the capabilities and functionalities of ticketing systems.

A prominent growth factor for the ticketing system software market is the rising need for automated and systematic customer support solutions. As businesses expand and customer interactions increase, managing inquiries and issues manually becomes unmanageable and error-prone. Ticketing systems offer a structured approach, enabling organizations to track, manage, and resolve customer queries efficiently. This results in improved customer service, a critical factor for customer retention and brand loyalty. Additionally, the integration of artificial intelligence and machine learning into ticketing systems is proving to be transformative. These technologies help in predicting customer behavior, automating responses, and offering personalized solutions, thereby enhancing the user experience and driving market growth.

Another significant driver is the growing emphasis on data-driven decision-making. Ticketing systems not only facilitate issue tracking but also generate valuable data insights. Organizations can leverage these insights to identify trends, measure performance, and make informed business decisions. With enhanced reporting and analytics features, businesses are better equipped to improve service delivery and operational efficiency. Furthermore, the increasing adoption of cloud-based solutions is providing a substantial boost to the market. Cloud deployment offers scalability, flexibility, and cost-effectiveness, making it an attractive option for businesses of all sizes. The ability to access ticketing systems remotely also supports the growing trend of remote and hybrid working models.

In terms of regional outlook, North America continues to dominate the ticketing system software market, supported by the presence of key industry players and advanced technological infrastructure. The region's mature IT landscape and high adoption rate of innovative solutions contribute significantly to the market's expansion. Meanwhile, Asia Pacific is anticipated to witness the fastest growth during the forecast period. This is attributed to the rapid digital transformation across emerging economies like India and China, increasing investments in IT infrastructure, and a growing focus on enhancing customer service. Europe also presents significant opportunities for market growth, driven by stringent regulations around data protection and customer service standards.

Citizen Request Management Software is becoming increasingly vital in the landscape of ticketing systems, especially for public sector organizations. This software enables government entities to efficiently handle and respond to citizen inquiries and service requests. By streamlining communication between citizens and government agencies, it enhances transparency and accountability. The integration of such software with existing ticketing systems allows for a more holistic approach to managing public services, ensuring that citizen concerns are addressed promptly and effectively. As digital transformation continues to reshape public sector operations, the demand for robust Citizen Request Management Software is expected to rise, further driving the growth of the ticketing system software market.

Component Analysis

The ticketing system software market is segmented into software and services, each playing a crucial role in the overall ecosystem. The software segment comprises various types of ticketing systems, including helpdesk solutions, service desk software, and incident management tools. These systems are increasingly incorporating advanced features such as automation, AI-driven analytics, and multi-channel support to enhance their effectiveness and user experience. As businesses strive to offer seamless custome

Dataset

This dataset was created by Muralidaar

Released under CC0: Public Domain

Contents

The desk software and ticketing systems market, currently valued at $3.698 billion (2025), is experiencing robust growth, projected to expand at a compound annual growth rate (CAGR) of 7.1% from 2025 to 2033. This growth is fueled by several key factors. Increasing digitalization across industries, particularly among SMEs and large enterprises, necessitates efficient customer service and internal support solutions. The rise of cloud-based solutions offers scalability, cost-effectiveness, and improved accessibility, driving market adoption. Furthermore, the integration of AI and machine learning capabilities within these systems enhances automation, improves response times, and allows for more sophisticated ticket routing and resolution. Growing customer expectations for seamless and immediate support further amplify the demand for sophisticated desk software and ticketing systems. Market segmentation reveals a strong preference for cloud-based solutions, reflecting the industry-wide shift towards flexible and accessible technologies. While on-premises solutions retain a segment of the market, particularly among large enterprises with stringent security requirements, the cloud's dominance is undeniable. Geographic distribution shows North America and Europe as leading markets, benefiting from early adoption and advanced IT infrastructure. However, significant growth potential exists in emerging economies like those in Asia-Pacific, particularly India and China, as businesses increasingly prioritize customer experience and operational efficiency. Competitive rivalry is intense, with established players like Zendesk, Freshdesk, and ServiceNow vying for market share alongside emerging and specialized providers. The market's future trajectory will likely be shaped by continued innovation in AI, the increasing demand for omnichannel support, and the evolving needs of diverse customer bases.