Question 1

How many support agents do I need?

Accepted Answer

The number of support agents you need depends on your ticket volume, average handle time, operating hours, and target SLA. A common benchmark is 400-600 tickets per agent per month for email support, but this varies by channel and complexity.

Question 2

What is a good ticket to agent ratio?

Accepted Answer

A typical ticket to agent ratio ranges from 400:1 to 1000:1 per month depending on the channel. Email typically sees 400-600 tickets/agent/month, while chat can handle 800-1200 due to concurrency.

How many tickets do you handle monthly?