Every business requires efficient technical support to ensure continuity in operations and solve customers’ grievances. Automation of helpdesk services does just that by helping with quick identification, categorization, and prioritization of incidents. This expedites the response-time and addresses issues that can potentially disrupt continuity of business operations.
The global helpdesk automation market is booming, growing at a CAGR of 49.3% as organizations move away from a reactive helpdesk service model to a proactive model through a service-oriented management approach. Helpdesk automation solutions enable better alignment between the IT and overall business objectives of an organization. The market is expected to reach $2.044 billion by 2019, nearly a 500% increase from its $431.2 million market value in 2014.
Technavio has narrowed down the top 14 global helpdesk automation companies:
Atlassian
Atlassian is an Australian software company that is known for issue tracking applications and team collaboration products. Atlassian provides developers and project managers with hosted or installed software falling into six categories: project and issue-tracking software, collaboration and content sharing, DVCS, code quality, addons, and training products.
Axios Systems
Unlike other IT Service Management (ITSM) vendors, Axios Systems is not just about selling ITSM tools. They tailor a package of services and solutions for each customer and partner with them throughout their ITSM journey to make sure they get what they need. That’s why their customer retention is higher than any other ITSM vendor in the industry.
Cherwell Software
Cherwell Software is a provider of ITSM tools with scalable service management and easy-to-configure ITIL service management processes, facilitating flexible pricing and hosting models. Fueled by passion and perseverance, they began with simple goals: make a best-in-class service management tool, do business honestly and always put customers first. 10 years later and they are shining better than ever.
Freshdesk
Freshdesk is a cloud-based customer support platform that was founded with the mission of enabling companies of all sizes to provide great customer service. Their goal is simple: make it easy for brands to talk to their customers and make it easy for users to get in touch with businesses.
Freshdesk won the Microsoft BizSpark Startup Challenge and in three years have grown exponentially with more than 300 employees globally. They help over 40,000 businesses and organizations around the world offer better, more personal support to their customers.
Heat Software
HEAT Software is a leading provider of Hybrid IT Service Management (ITSM & SaaS IT Service Management) and Unified Endpoint Management software solutions for organizations of all sizes. With their suite of HEAT applications, HEAT Software is the only company in the world that provides from a single platform, Service Management and Unified Endpoint Management software on-premise and in the cloud.
Happyfox
Whether you’re a startup, mid-sized business, or a Fortune 500 firm, Happyfox is a practical help desk software that suits you. They support 35 languages and have happy customers in 32 countries which include Warner Bros. and Lowes.
Kayako
Online support used to be clunky, frustrating or just not there. Kayako was born out of an idea to change that and it happened in a 17 year old’s bedroom. Kayako started in 2001 with a goal: a better customer support experience. Today, they connect tens of thousands of businesses to millions of customers.
NTR Global
NTR Global provides businesses with competitively priced cloud-based remote desktop, secure chat and IT automation software. Its help desk and device management solutions are used by a growing client base of more than 14,000 companies in 60 countries. Founded in 2000, the company has global offices in Dallas, Barcelona, Paris and Heidelberg.
Resolve Systems
Resolve Systems was founded by individuals with extensive experience in working with IT Operations, Network Operations and Customer Care. What makes them different is their ability to enable the automation of select steps in any engineer-driven resolution procedure, as well as embed specific content into any procedure on a step-by-step basis. The Resolve Software also includes real-time incident resolution collaboration, the ability to capture a record of every resolution, and a complete workflow for continuous procedure improvement.
SunView Software
Founded in 2003, SunView Software is a leading provider of IT Service Desk software that enables companies to better track, manage, and deliver services across the enterprise. SunView has implemented Service Desk and IT Service Management processes and best practices for hundreds of enterprise organizations in all vertical industries.
Sunrise Software
Over the past 20 years Sunrise Software has helped thousands of organizations by giving them the ability to automate processes and workflows, enabling their IT Service Desks to become more efficient and productive. It’s not just IT departments who benefit from the skills of their in-house developers, versions of their software are now available for Facilities and HR departments that are providing services to staff and managing third party suppliers and for customer facing departments.
Vision Helpdesk
Vision Helpdesk product is 8 years young and trusted by 8000+ companies. During those 8 years Vision Helpdesk has greatly evolved, starting with a simple ticketing tool and now offering three products to manage customer support for small to enterprise level business: Help Desk Software (Multi Channel Help Desk), Satellite Help Desk (Multi Company Help Desk), IT Service Desk (ITIL/ITSM Help Desk). Vision Helpdesk is pioneer in Satellite help desk feature, the only help desk that allows you to manage support for multiple companies, brands, and products at one centralized location.
Vorex
Through an intuitive, feature-rich platform, Vorex offers PSA and project management software that makes it easy for project managers, business owners, CIOs and managed service providers (MSPs) to manage, grow and track their businesses in a single location. This approach enables business owners to focus on the strategy required to move their businesses forward, empowering them to better serve customers, boost productivity, streamline processes and improve profitability.
Zendesk
Zendesk is a software development company headquartered in, California, US. The company offers a cloud-based customer service platform that includes ticketing, self-service options, and customer support features.
It was founded in 2007, and employs 800+ people and serves more than 57,000 customers in 150 countries. Its product portfolio includes: Zopim chat, Zendesk voice, Zendesk embeddables.
