What is Cost Per Ticket?

Cost per ticket is a customer service metric that measures the average expense to resolve a single support request. It is a critical efficiency metric for understanding support economics and ROI of automation investments.

Cost Per Ticket Formula

Cost Per Ticket = Total Support Costs / Number of Tickets Resolved

What Goes Into Cost

• Labor: Agent salaries, benefits, training
• Technology: Help desk, phone systems, tools
• Facilities: Office space, equipment
• Management: Supervisors, QA, workforce management
• Overhead: HR, IT support, administration

Cost Per Ticket Benchmarks

• Email: $5-15 per ticket
• Chat: $3-10 per ticket
• Phone: $8-25 per ticket
• AI resolution: $0.50-2 per ticket

Why Cost Per Ticket Matters

• Budget planning: Forecast support costs with growth
• ROI calculations: Justify automation investments
• Efficiency tracking: Measure operational improvement
• Benchmarking: Compare to industry standards

Reducing Cost Per Ticket

Strategies to lower costs:

• AI automation: Resolve without human involvement
• Self-service: Customers help themselves
• Agent productivity: Faster resolution with better tools
• First contact resolution: Avoid repeat contacts
• Channel optimization: Steer to lower-cost channels

AI Impact on Cost Per Ticket

AI dramatically reduces costs:

• Human ticket: $40 average
• AI ticket: $0.50-2 average
• Reduction: Up to 99% cost savings

Calculating AI ROI

Example calculation:

• 10,000 monthly tickets
• Current cost: $10/ticket = $100,000/month
• 90% AI resolution at $1/ticket = $9,000
• 10% human at $10/ticket = $10,000
• New total: $19,000/month (81% savings)

Maven AGI Difference: Our customers see up to 80% reduction in support costs. With 90%+ resolution rates, the math is simple: most tickets cost a fraction of human handling while delivering better customer experience.

Book a demo to reduce your cost per ticket.