Cost Per Ticket: How to Calculate and Reduce Support Costs
Knowing your cost per support ticket reveals where to invest in efficiency. Here's the formula and the levers that bring it down.
Why cost per ticket matters
Customer support is essential but it isn't free. Knowing your cost per ticket shows whether support scales sustainably and where efficiency pays off. The free Support Cost Calculator gives you per-ticket, monthly, and annual figures.
The formula
Cost per ticket = (average handle time in hours) × agent hourly cost. Multiply by monthly ticket volume for total monthly cost. An agent costing AED 40/hour spending 12 minutes per ticket costs AED 8 per ticket; at 1,200 tickets a month that's AED 9,600.
The levers to pull
- Reduce handle time with better tools, templates, and knowledge bases.
- Deflect tickets through self-service and FAQs so fewer reach an agent.
- Automate repetitive replies to free agents for complex issues.
Balance cost with quality
Cutting cost shouldn't hurt experience. Track satisfaction with the CSAT Calculator as you optimise, so efficiency gains don't come at the expense of loyalty.