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What are the 10 most popular online services for Helpdesk/Ticketing (such as Desk.com, Zendesk etc)?
Hello! Thanks for your question about 10 most popular SAAS helpdesk services. The short version is that the most popular ones are Zendesk, ServiceDesk, Freshdesk, Desk.com, TeamSupport, Kayako, Samanage, HappyFox, Freshservice and Help Scout. Below you will find a deep dive of my findings. I created a spreadsheet outlining the 10 Most Popular SAAS Helpdesk Ticketing Software.
METHODOLOGY:
To determine which were most popular, I used PC Mag's listing of ticketing management to find what brands are most trusted. I stuck with ones that have Editor's rating of 3 and above and ranked them according to their percentage of the market share. I read through the description of the company and their website to ensure that they are working in the ticket management space. I cross-referenced multiple sources like Capterra, Owler, etc. to pick names that were repeatedly mentioned. ZenDesk mentions a few competitors in its Annual report like " desk.com, Kayako, Freshdesk, Help Scout, Happy Fox ". I also used this as one of the cross-reference.
I excluded reports like the Gartner because they focused on the CRM segment which is "externally focused" customer problem resolution services. I considered problem management software as these are actual help desk software and related solutions like knowledge bases. I have also excluded the Help desk services that provide on-premises services rather than SAAS.
A lot of companies mentioned are not publicly traded. Therefore, their revenues are not publicly disclosed. I have used Owler, LinkedIn and news articles from Forbes, etc. to determine their revenue. The ones that are publicly traded, I used their annual reports to determine the revenue.
Zoho Desk's revenue is not available because it launched in November 2016.
Finally, I have sorted the list according to their market share.
CALCULATIONS
* ServiceDesk (Manageengine) is a part of Zoho. Manageengine contributes more than 50% to Zoho's revenue.
Managenegine = $211 million * 0.5 = $105.5 million
Helpdesk Industry revenue in 2016
= (Initial value)[( 1 + rate) ^ (number of periods)]
= (1.8) (1 + 49.3%)^(2)
= $ 4.012 billion
* Market share = Annual revenue / Industry revenue
CONCLUSION:
To wrap it up, the most popular SAAS help desk services, as ranked by market share and income, are Zendesk, ServiceDesk, Freshdesk, Desk.com, TeamSupport, Kayako, Samanage, HappyFox, Freshservice and Help Scout.
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