Cost Per Ticket

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What is cost per ticket

Cost Per Ticket is the average amount a business spends to resolve a single customer support request. It includes direct costs like agent salaries and software, as well as indirect costs like training, infrastructure, and management overhead.

Impact of cost per ticket in customer support

This metric is a cornerstone for understanding support ROI and cost-efficiency. A low cost per ticket usually signals scalable operations, while a high cost might indicate over-reliance on manual resolution, underutilized automation, or training gaps. It also helps benchmark efficiency across teams or periods and informs budgeting decisions.

Formula + Example/Use Case

Formula:
Total support costs ÷ Total number of resolved tickets

Example:
If your team spends ₹100,000 per month and resolves 2,000 tickets, your Cost Per Ticket is ₹50. If that number jumps after a new product launch without increased ticket resolution, it may be time to audit your workflows or automation coverage.

What affects cost per ticket

Agent salaries: More experienced or larger teams increase labor costs per ticket.
Ticket volume and complexity: A higher number of tickets can dilute fixed costs, but complex issues take longer and cost more to resolve.
Tooling and automation: Effective tools reduce manual effort, while poor tech stacks inflate operational expenses.
Reopen and escalation rates: Tickets that require rework or Tier 2 involvement increase per-ticket cost.

How to manage cost per ticket effectively

Automate repetitive queries: Use AI or bots to handle common issues like password resets or order tracking.
Invest in knowledge bases: A strong help center reduces inbound tickets, cutting down agent load and cost.
Improve First Contact Resolution (FCR): Resolving issues in one go reduces follow-ups, time spent, and cost.

Benefits of managing cost per ticket effectively