Tickets per Customer

Tickets per Customer: Average tickets created per active customer.

Formula

Tickets per Customer = Total tickets / Active customers

Computable definition

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

metric.ticket_volume / count_distinct(field.customer_id where field.customer_status = 'active') at period_end

Unit: ratio

Data requirements

Grain: Per event, aggregate monthly · Frequency: Daily · Aggregation: aggregate (month) · Staged: no · Main source: Help Desk.

Field	Dataset	Type
`created_at`	ticket	timestamp
`customer_id`	customer	string
`customer_status`	customer	string
`snapshot_date`	customer	date
`ticket_id`	ticket	string

Example SQL (Postgres)

SELECT (CAST(((SELECT COUNT(DISTINCT ticket_id) FROM ticket WHERE created_at >= :period_start AND created_at < (:period_end + INTERVAL '1 day'))) AS DOUBLE PRECISION) / NULLIF((SELECT COUNT(DISTINCT customer_id) FROM customer WHERE snapshot_date = :period_end AND customer_status = 'active'), 0)) AS tickets_per_customer

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

Benchmarks

Below 0.5/month: Low touch, efficient product
0.5-1.0/month: Typical
Above 1.0/month: High touch, may indicate product issues

What It Tells You

Support burden relative to the customer base. A rising ratio usually points to product or onboarding issues.

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