How do you calculate cost per ticket?

Add up what your support team costs in a month: agents, tools and any other costs. Divide that by the number of tickets you handled in the same month. The calculator above does this for you.

Should I divide by tickets created or tickets resolved?

Use the tickets your team actually handled in the month. Whichever you choose, use the same count every month, so the number stays comparable over time.

What costs should I include?

At least agent salaries and benefits, and the tools your agents use, such as the helpdesk, phone system and chat. Add anything else that only exists because of support, such as an outsourcing contract, training or the space your team uses.

What is a good cost per ticket?

It depends on your channels, how complex your requests are and where your team works, so a number from another company tells you little. The most useful comparison is your own cost per ticket over time, and the cost of each channel next to the others.

How do you work out the cost per channel?

If you enter a handle time for every channel, each channel gets a share of the cost based on its tickets times its handle time. Without handle times, the cost is split by ticket volume, so every channel shows the same cost per ticket.

How can I lower cost per ticket?

Look at which requests repeat most often. They can often be answered once in a knowledge base, handled with a shared reply, or automated. To estimate what AI resolutions would change for your team, try the ROI calculator.

Are the default figures benchmarks?

No. They are example values so the calculator shows a result straight away. Enter your own figures for a result based on your setup.

Cost per ticket calculator

Enter your team, costs and monthly tickets to see what one support ticket costs you, overall and by channel. No sign-up needed.

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01 / Your support costs

What does your support cost?

Team and costs

Support agents

agents

Monthly cost per agent

€ / month

Salary, benefits, taxes and overhead.

Monthly tool costs

€ / month

Helpdesk, phone system and other software, for the whole team.

Other monthly costs

€ / month

Optional: team leads, QA, training, office.

Tickets per month

tickets

Chat

chats

Calls

calls

Social messaging

messages

Average handle time (optional)

Fill in all channels you use to split costs by the time each channel takes. Leave empty to split by ticket volume.

min

Chat

min

Calls

min

Social messaging

min

How it's calculated

Total monthly cost = agents × monthly cost per agent + tool costs + other costs.
Cost per ticket = total monthly cost ÷ total tickets per month.
By channel: with handle times for every channel you use, each channel's share of the cost = (its tickets × its handle time) ÷ (all tickets × their handle times). Without them, the cost is split by ticket volume, so every channel shows the same cost per ticket.
The default figures are example values, not benchmarks. Enter your own for a result based on your setup.

02 / Your result

Cost per ticket

€7.57

Across 7,000 tickets a month

Total support cost / month

€53,000

Total support cost / year

€636,000

People

94%

€50,000 / month

Tools and other costs

€3,000 / month

Cost per ticket by channel (split by ticket volume)

Channel	Tickets	Cost / month	Per ticket

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Want to see what AI resolutions would change? Open the ROI calculator →

Results are estimates based on the figures you enter.

Cost per ticket calculator

What does your support cost?

Your questions answered

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