South & Central America Help Desk and Ticketing Software Market Report 2021-2031 by Scope, Segmentation, Dynamics, and Competitive Analysis

Description

List of Tables

The South and Central America (SAM) help desk and ticketing software market is projected to grow significantly, reaching approximately USD 259.16 million by 2031, up from USD 163.00 million in 2023. This growth represents a compound annual growth rate (CAGR) of 6.0% from 2023 to 2031.

Executive Summary and Market Analysis

The SAM help desk and ticketing software market is divided into key regions: Brazil, Argentina, and the Rest of SAM. A notable trend in the region is the digital transformation of various sectors, particularly healthcare. For instance, in April 2024, Argentina's Ministry of Health implemented Red Hat's container, integration, and automation solutions to establish a robust IT infrastructure based on microservices technology. This modern infrastructure enhances the sharing of medical data across 24 provinces, creating a demand for help desk and ticketing software in the healthcare sector.

Additionally, Brazil's e-commerce sector experienced a remarkable 31% growth in the first half of 2021 compared to the same period in 2020, with a 7.4% increase in total orders. This surge in online shopping is driving the need for enhanced customer support and experience, further fueling the demand for help desk and ticketing software in the region.

Market Segmentation Analysis

The SAM help desk and ticketing software market can be analyzed through several key segments: component, industry vertical, deployment method, and organization size.

1. Component: The market is divided into software and services, with software holding a larger market share in 2023.

2. Industry Vertical: The market is segmented into various sectors, including retail, government, manufacturing, healthcare, hospitality, IT and telecom, among 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 further segmented into small and medium enterprises (SMEs) and large enterprises, with large enterprises holding a significant share in 2023.

Market Outlook

Cloud computing is revolutionizing how businesses manage data, offering a cost-effective solution for storage and processing without the need for expensive hardware. This is particularly beneficial for SMEs and startups, allowing them to access various software solutions on a subscription or pay-as-you-go basis. As a result, many organizations are shifting towards cloud-based help desk and ticketing software, which can be easily accessed via apps or user-friendly interfaces. This shift reduces capital expenditures and allows businesses to focus on operational costs, making cloud solutions increasingly popular.

Country Insights

The SAM help desk and ticketing software market is primarily composed of Brazil, Argentina, and other countries in the region, with Brazil leading the market share in 2023. The emphasis on customer service is intensifying in Brazil, prompting companies to strengthen their customer relationships. Notably, Zendesk has expanded its presence in Brazil, providing cloud-based software to over 1,000 companies, significantly increasing its customer base in response to the rising demand for help desk solutions. Such strategic expansions are expected to create lucrative opportunities for market growth in the coming years.

Company Profiles

Key players in the SAM 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., 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, and Exotel Techcom Pvt Ltd, among others. These companies are employing various strategies, including expansion, product innovation, and mergers and acquisitions, to enhance their offerings and increase market share.

Product Code: BMIRE00031998

1. Introduction

1.1 Report Guidance
1.2 Market Segmentation

2. Executive Summary

2.1 Key Insights
2.2 Market Attractiveness

3. Research Methodology

3.1 Secondary Research
3.2 Primary Research
- 3.2.1 Hypothesis formulation:
- 3.2.2 Macroeconomic factor analysis:
- 3.2.3 Developing base number:
- 3.2.4 Data Triangulation:
- 3.2.5 Country-level data:

4. South & Central America Help Desk and Ticketing Software Market Landscape

4.1 Overview
4.2 PEST Analysis
4.3 Ecosystem Analysis
4.4 List of Vendors in the Value Chain

5. South & Central America Help Desk and Ticketing Software Market - Key Market Dynamics

5.1 Market Drivers
- 5.1.1 Benefits of Omnichannel Software
- 5.1.2 Emphasis on Remote Work Integration
- 5.1.3 Increasing Adoption of Cloud-Based Solutions
5.2 Market Restraints
- 5.2.1 High Operating Costs due to Compatibility Issues and Need for Skilled Workforce
5.3 Market Opportunities
- 5.3.1 Advancements in Help Desk and Ticketing Software
- 5.3.1 Government Focus on Promoting SMEs
5.4 Trends
- 5.4.1 Self-Service Portal
5.5 Impact of Drivers and Restraints:

6. Help Desk and Ticketing Software Market - South & Central America Analysis

6.1 South & Central America Help Desk and Ticketing Software Market Revenue (US$ Million), 2021-2031
6.2 South & Central America Help Desk and Ticketing Software Market Forecast Analysis

7. South & Central America Help Desk and Ticketing Software Market Analysis - by Component

7.1 Software
- 7.1.1 Overview
- 7.1.2 Software: South & Central America Help Desk and Ticketing Software Market - Revenue and Forecast, 2021-2031 (US$ Million)
7.2 Services
- 7.2.1 Overview
- 7.2.2 Services: South & Central America Help Desk and Ticketing Software Market - Revenue and Forecast, 2021-2031 (US$ Million)

8. South & Central America Help Desk and Ticketing Software Market Analysis - by Industry Vertical

8.1 Retail
- 8.1.1 Overview
- 8.1.2 Retail: South & Central America Help Desk and Ticketing Software Market - Revenue and Forecast, 2021-2031 (US$ Million)
8.2 Government
- 8.2.1 Overview
- 8.2.2 Government: South & Central America Help Desk and Ticketing Software Market - Revenue and Forecast, 2021-2031 (US$ Million)
8.3 Manufacturing
- 8.3.1 Overview
- 8.3.2 Manufacturing: South & Central America Help Desk and Ticketing Software Market - Revenue and Forecast, 2021-2031 (US$ Million)
8.4 Healthcare
- 8.4.1 Overview
- 8.4.2 Healthcare: South & Central America Help Desk and Ticketing Software Market - Revenue and Forecast, 2021-2031 (US$ Million)
8.5 Hospitality
- 8.5.1 Overview
- 8.5.2 Hospitality: South & Central America Help Desk and Ticketing Software Market - Revenue and Forecast, 2021-2031 (US$ Million)
8.6 IT and Telecom
- 8.6.1 Overview
- 8.6.2 IT and Telecom: South & Central America Help Desk and Ticketing Software Market - Revenue and Forecast, 2021-2031 (US$ Million)
8.7 Others
- 8.7.1 Overview
- 8.7.2 Others: South & Central America Help Desk and Ticketing Software Market - Revenue and Forecast, 2021-2031 (US$ Million)

9. South & Central America Help Desk and Ticketing Software Market Analysis - by Deployment

9.1 Cloud-Based
- 9.1.1 Overview
- 9.1.2 Cloud-Based: South & Central America Help Desk and Ticketing Software Market - Revenue and Forecast, 2021-2031 (US$ Million)
9.2 On-Premise
- 9.2.1 Overview
- 9.2.2 On-Premise: South & Central America Help Desk and Ticketing Software Market - Revenue and Forecast, 2021-2031 (US$ Million)

10. South & Central America Help Desk and Ticketing Software Market Analysis - by Organization Size

10.1 Small and Medium Enterprises
- 10.1.1 Overview
- 10.1.2 Small and Medium Enterprises: South & Central America Help Desk and Ticketing Software Market - Revenue and Forecast, 2021-2031 (US$ Million)
10.2 Large Enterprises
- 10.2.1 Overview
- 10.2.2 Large Enterprises: South & Central America Help Desk and Ticketing Software Market - Revenue and Forecast, 2021-2031 (US$ Million)

11. South & Central America Help Desk and Ticketing Software Market - Country Analysis

11.1 South & Central America
- 11.1.1 South & Central America Help Desk and Ticketing Software Market Overview
- 11.1.2 South & Central America Help Desk and Ticketing Software Market - Revenue and Forecast Analysis - by Country
  - 11.1.2.1 South & Central America Help Desk and Ticketing Software Market - Revenue and Forecast Analysis - by Country
  - 11.1.2.2 Brazil: South & Central America Help Desk and Ticketing Software Market - Revenue and Forecast, 2021-2031 (US$ Million)
    - 11.1.2.2.1 Brazil: South & Central America Help Desk and Ticketing Software Market Share - by Component
    - 11.1.2.2.2 Brazil: South & Central America Help Desk and Ticketing Software Market Share - by Industry Vertical
    - 11.1.2.2.3 Brazil: South & Central America Help Desk and Ticketing Software Market Share - by Deployment
    - 11.1.2.2.4 Brazil: South & Central America Help Desk and Ticketing Software Market Share - by Organization Size
  - 11.1.2.3 Argentina: South & Central America Help Desk and Ticketing Software Market - Revenue and Forecast, 2021-2031 (US$ Million)
    - 11.1.2.3.1 Argentina: South & Central America Help Desk and Ticketing Software Market Share - by Component
    - 11.1.2.3.2 Argentina: South & Central America Help Desk and Ticketing Software Market Share - by Industry Vertical
    - 11.1.2.3.3 Argentina: South & Central America Help Desk and Ticketing Software Market Share - by Deployment
    - 11.1.2.3.4 Argentina: South & Central America Help Desk and Ticketing Software Market Share - by Organization Size
  - 11.1.2.4 Rest of South & Central America: South & Central America Help Desk and Ticketing Software Market - Revenue and Forecast, 2021-2031 (US$ Million)
    - 11.1.2.4.1 Rest of South & Central America: South & Central America Help Desk and Ticketing Software Market Share - by Component
    - 11.1.2.4.2 Rest of South & Central America: South & Central America Help Desk and Ticketing Software Market Share - by Industry Vertical
    - 11.1.2.4.3 Rest of South & Central America: South & Central America Help Desk and Ticketing Software Market Share - by Deployment
    - 11.1.2.4.4 Rest of South & Central America: South & Central America Help Desk and Ticketing Software Market Share - by Organization Size

12. Competitive Landscape

12.1 Heat Map Analysis by Key Players
12.2 Company Positioning and Concentration

13. Industry Landscape

13.1 Overview
13.2 Market Initiative
13.3 Partnerships and Collaborations
13.4 Other Developments

14. Company Profiles

14.1 Zendesk Inc
- 14.1.1 Key Facts
- 14.1.2 Business Description
- 14.1.3 Products and Services
- 14.1.4 Financial Overview
- 14.1.5 SWOT Analysis
- 14.1.6 Key Developments
14.2 Genesys
- 14.2.1 Key Facts
- 14.2.2 Business Description
- 14.2.3 Products and Services
- 14.2.4 Financial Overview
- 14.2.5 SWOT Analysis
- 14.2.6 Key Developments
14.3 Freshworks Inc
- 14.3.1 Key Facts
- 14.3.2 Business Description
- 14.3.3 Products and Services
- 14.3.4 Financial Overview
- 14.3.5 SWOT Analysis
- 14.3.6 Key Developments
14.4 SysAid
- 14.4.1 Key Facts
- 14.4.2 Business Description
- 14.4.3 Products and Services
- 14.4.4 Financial Overview
- 14.4.5 SWOT Analysis
- 14.4.6 Key Developments
14.5 Salesforce Inc
- 14.5.1 Key Facts
- 14.5.2 Business Description
- 14.5.3 Products and Services
- 14.5.4 Financial Overview
- 14.5.5 SWOT Analysis
- 14.5.6 Key Developments
14.6 Exotel Techcom Pvt Ltd
- 14.6.1 Key Facts
- 14.6.2 Business Description
- 14.6.3 Products and Services
- 14.6.4 Financial Overview
- 14.6.5 SWOT Analysis
- 14.6.6 Key Developments
14.7 clickdesk.com
- 14.7.1 Key Facts
- 14.7.2 Business Description
- 14.7.3 Products and Services
- 14.7.4 Financial Overview
- 14.7.5 SWOT Analysis
- 14.7.6 Key Developments
14.8 ProProfs
- 14.8.1 Key Facts
- 14.8.2 Business Description
- 14.8.3 Products and Services
- 14.8.4 Financial Overview
- 14.8.5 SWOT Analysis
- 14.8.6 Key Developments
14.9 InvGate
- 14.9.1 Key Facts
- 14.9.2 Business Description
- 14.9.3 Products and Services
- 14.9.4 Financial Overview
- 14.9.5 SWOT Analysis
- 14.9.6 Key Developments
14.10 Desku Inc
- 14.10.1 Key Facts
- 14.10.2 Business Description
- 14.10.3 Products and Services
- 14.10.4 Financial Overview
- 14.10.5 SWOT Analysis
- 14.10.6 Key Developments
14.11 Hiver
- 14.11.1 Key Facts
- 14.11.2 Business Description
- 14.11.3 Products and Services
- 14.11.4 Financial Overview
- 14.11.5 SWOT Analysis
- 14.11.6 Key Developments
14.12 Intercom
- 14.12.1 Key Facts
- 14.12.2 Business Description
- 14.12.3 Products and Services
- 14.12.4 Financial Overview
- 14.12.5 SWOT Analysis
- 14.12.6 Key Developments
14.13 Atera Networks Ltd.
- 14.13.1 Key Facts
- 14.13.2 Business Description
- 14.13.3 Products and Services
- 14.13.4 Financial Overview
- 14.13.5 SWOT Analysis
- 14.13.6 Key Developments
14.14 Zoho Corp Pvt Ltd
- 14.14.1 Key Facts
- 14.14.2 Business Description
- 14.14.3 Products and Services
- 14.14.4 Financial Overview
- 14.14.5 SWOT Analysis
- 14.14.6 Key Developments
14.15 TEXT S.A.
- 14.15.1 Key Facts
- 14.15.2 Business Description
- 14.15.3 Products and Services
- 14.15.4 Financial Overview
- 14.15.5 SWOT Analysis
- 14.15.6 Key Developments
14.16 SolarWinds Worldwiden LLC
- 14.16.1 Key Facts
- 14.16.2 Business Description
- 14.16.3 Products and Services
- 14.16.4 Financial Overview
- 14.16.5 SWOT Analysis
- 14.16.6 Key Developments
14.17 Atlassian Corp
- 14.17.1 Key Facts
- 14.17.2 Business Description
- 14.17.3 Products and Services
- 14.17.4 Financial Overview
- 14.17.5 SWOT Analysis
- 14.17.6 Key Developments
14.18 ServiceNow Inc
- 14.18.1 Key Facts
- 14.18.2 Business Description
- 14.18.3 Products and Services
- 14.18.4 Financial Overview
- 14.18.5 SWOT Analysis
- 14.18.6 Key Developments
14.19 JPK Software Solutions Pvt. Ltd.
- 14.19.1 Key Facts
- 14.19.2 Business Description
- 14.19.3 Products and Services
- 14.19.4 Financial Overview
- 14.19.5 SWOT Analysis
- 14.19.6 Key Developments
14.20 OTRS AG
- 14.20.1 Key Facts
- 14.20.2 Business Description
- 14.20.3 Products and Services
- 14.20.4 Financial Overview
- 14.20.5 SWOT Analysis
- 14.20.6 Key Developments
14.21 Rother OSS GmbH
- 14.21.1 Key Facts
- 14.21.2 Business Description
- 14.21.3 Products and Services
- 14.21.4 Financial Overview
- 14.21.5 SWOT Analysis
- 14.21.6 Key Developments
14.22 Znuny GmbH
- 14.22.1 Key Facts
- 14.22.2 Business Description
- 14.22.3 Products and Services
- 14.22.4 Financial Overview
- 14.22.5 SWOT Analysis
- 14.22.6 Key Developments
14.23 Help Scout PBC
- 14.23.1 Key Facts
- 14.23.2 Business Description
- 14.23.3 Products and Services
- 14.23.4 Financial Overview
- 14.23.5 SWOT Analysis
- 14.23.6 Key Developments

15. Appendix

15.1 About Us
15.2 List of Abbreviations