Cost per Ticket

Cost per Ticket: Total support cost divided by tickets resolved.

Formula

Cost per Ticket = Total support team cost / Total tickets resolved

Computable definition

The canonical formula in the GASP formula grammar. The MCP server compiles it to SQL over the datasets listed below.

sum(field.cost where field.cost_function = 'support') / count_distinct(field.ticket_id where field.ticket_status = 'resolved')

Unit: currency

Data requirements

Grain: Per event, aggregate monthly · Frequency: Daily · Aggregation: aggregate (month) · Staged: no · Main source: Finance / ERP.

Field	Dataset	Type
`cost`	cost_event	decimal
`cost_function`	cost_event	string
`created_at`	ticket	timestamp
`event_date`	cost_event	date
`ticket_id`	ticket	string
`ticket_status`	ticket	string

Example SQL (Postgres)

SELECT (CAST((SELECT COALESCE(SUM(cost), 0) FROM cost_event WHERE event_date >= :period_start AND event_date <= :period_end AND cost_function = 'support') AS DOUBLE PRECISION) / NULLIF((SELECT COUNT(DISTINCT ticket_id) FROM ticket WHERE created_at >= :period_start AND created_at < (:period_end + INTERVAL '1 day') AND ticket_status = 'resolved'), 0)) AS cost_per_ticket

From an agent: with the GASP MCP server, call lookup_metric({ "name": "Cost per Ticket" }) or generate_query({ "metric": "Cost per Ticket", "adapter": "<your adapter JSON>" }).

Benchmarks

Chat: $3-8
Email: $5-15
Phone: $10-25

What It Tells You

Support efficiency. It should fall over time.

← Back to Support metrics