- In July 2025, ARKANCE, a global digital transformation solutions provider, expanded its strategic partnership with the Nemetschek Group, a leading software company for the AEC and media industries. This collaboration introduced GoCanvas, a cloud-based collaboration platform, into ARKANCE’s global technology portfolio. GoCanvas streamlines project workflows from design to execution, offering real-time data access, model coordination, and smart automation. The platform enhances efficiency and connectivity across sectors such as construction, manufacturing, and utilities, reinforcing both companies’ commitment to delivering intelligent, integrated solutions for digital project management
- In July 2025, Schneider Electric launched Zeigo™ Hub, a powerful cloud-based collaboration platform designed to help organizations decarbonize their supply chains at scale. Zeigo Hub leverages agentic AI to streamline supplier onboarding, automate data collection, and enable real-time emissions tracking across multiple tiers. It fosters two-way collaboration through tailored learning pathways, decarbonization toolkits, and benchmarking dashboards. While not an open-source help desk, its intelligent automation and engagement features reflect a broader trend toward AI-driven platforms in business operations—potentially influencing help desk automation strategies through scalable, collaborative infrastructure
- In June 2025, osTicket continued to stand out as a leading open-source help desk ticketing system, widely recognized for its simplicity, ease of use, and robust functionality. With features such as email integration, automated ticket routing, and knowledge base creation, osTicket remains a reliable solution for businesses of all sizes seeking efficient customer support and internal communication tools. Its active development and community support ensure ongoing relevance in the evolving help desk landscape, making it a strong choice for organizations prioritizing cost-effective, customizable service platforms
- In June 2025, Chatwoot continued to gain recognition for its robust omnichannel support, enabling businesses to manage customer conversations across platforms such as email, social media, WhatsApp, and Telegram—all from a unified inbox. This open-source help desk solution enhances efficiency, response time, and customer experience by centralizing communication and automating workflows. Recent updates include smarter AI-powered assistance, audio transcription, and improved CSAT survey tools, reflecting a broader trend toward intelligent automation in customer support. Chatwoot remains a top choice for organizations seeking scalable, customizable service platforms
- In February 2025, the global help desk automation market—including open-source solutions—continued to experience rapid growth, fueled by advancements in artificial intelligence (AI) and the increasing demand for enhanced customer experiences. AI-powered help desks now offer features such as automated ticket routing, predictive analytics, sentiment analysis, and 24/7 chatbot support, enabling businesses to streamline operations and improve service quality. As companies adopt these intelligent tools, help desk functions are evolving from reactive support to proactive engagement, reducing costs and boosting customer satisfaction. This trend reflects a major shift toward scalable, AI-driven support ecosystems
