My Predictions for Helpdesk and ITSM Market Growth by 2025

Working daily with various helpdesk and ITSM platforms, as well as interacting with their clients, I observe key trends, challenges, and user needs. Based on this experience, I’d like to share my predictions for the development of this market by 2025, supported by relevant data:

1. Increased integration and compatibility: Clients increasingly demand seamless integrations between helpdesk, ITSM, and other business systems (CRM, ERP, analytics platforms). By 2025, this segment will grow due to the rising demand for ecosystem solutions that simplify and automate processes. Many processes, for example in Zendesk, can be automated with the help of apps from GrowthDot.Com , Knots - We Automate Zendesk , and SweetHawk . These tools enable businesses to streamline workflows, reduce manual tasks, and achieve higher efficiency by integrating advanced features directly into their existing systems.
2. Shift toward personalization: Personalization is becoming a competitive advantage. Statistics show that 76% of customers expect companies to tailor their services to individual needs (tidio.com).
3. Development of omnichannel support: By 2025, 70% of customers will expect the ability to switch between communication channels (chats, email, social media, calls) without losing context. This will drive the growth of omnichannel capabilities in Helpdesk systems. By 2025, companies like Freshworks and Zendesk are expected to further refine omnichannel strategies, providing businesses with advanced tools to meet customers' rising expectations for seamless transitions between communication methods.
4. Automation and artificial intelligence: AI and automation will become key drivers of growth. By 2025, the automated systems market is expected to grow by 25%, enabling up to 85% of queries to be resolved without human intervention (tidio.com). If you’re looking for reliable partners to implement AI solutions, it’s worth considering Premium Plus - Zendesk's EMEA Partner of the Year . They specialize in advanced AI integrations for helpdesk platforms, ensuring seamless implementation and optimized workflows tailored to your business needs.
5. Focus on cybersecurity: Due to increasing cyber threats, investments in helpdesk data security will grow by 8% annually. The ITSM market in this context is projected to reach $252 billion by 2025 (datalabsua.com).
6. Rising demand for self-service: It is estimated that by 2025, 60% of users will consider self-service the best way to resolve their issues. Investments in interactive knowledge bases and self-service portals are expected to increase significantly.
7. Remote work and flexibility: Remote work continues to drive the transition to cloud solutions. The market for outsourced helpdesk services is expected to reach $18.3 billion by 2033, with an annual growth rate of 6.93% (imarcgroup.com).
8. 8. Simplicity of Platform Implementation:

• In 2025, the simplicity and speed of implementing helpdesk and ITSM platforms will become a critical factor for businesses when choosing solutions. Companies are increasingly seeking platforms that allow smooth onboarding and configuration without significant downtime or resource investment.
• A key aspect of this trend is the migration from other platforms, which can often be complex and time-consuming. Fortunately, this challenge is confidently addressed by the service from Relokia : Help Desk Migration . Their solution enables seamless and automated data transfer between platforms, ensuring minimal disruption to operations and a hassle-free transition. Businesses can rely on Help Desk Migration to make the platform switch as smooth and efficient as possible, allowing them to focus on delivering excellent customer support from day one.

These predictions are based on market analysis and real-world cases I encounter in my work. I’m confident that these trends will significantly shape the helpdesk and ITSM markets in the coming years.