Duplicate Ticket Cost Calculator
Four numbers you already know, and a duplicate ticket cost calculator that usually surprises the person who asked for the total.
What duplicate tickets cost you
We sit at or below the middle of each published range, so this understates the cost rather than inflating it.
- Duplicate rate12% of ticketsIndustry range 8% to 20%. Support teams report somewhere in this range. We use 12%, below the middle of it. A duplicate is not always a pair either: the same person often asks again on email, chat and phone.
- Caught before an agent starts work25%Our own conservative estimate, not a published figure. Most teams guess far higher than they measure.
- Time to merge one that is caught3 minutesIndustry range 2 to 5 minutes. Finding the original, merging and re-checking. We use 3 minutes, below the middle of the range.
- Handle time on a missed duplicate12 minutesIndustry range 7 to 20 minutes. A ticket worked end to end usually lands in this range. We use 12 minutes, below the middle of it.
- Agent utilisation75% of paid hoursIndustry range 65% to 85%. Only part of a paid hour is productive once breaks, training and admin come out. We use the middle of the range.
Want your own duplicate rate rather than ours? The duplicate ticket checker measures it from a ticket export.
Missed duplicates are 92% of that. Merging is not where the money goes, two agents answering the same person in separate threads is. And this still leaves out the customer getting two different answers, the skewed volume in your reporting, and the CSAT hit when somebody gets chased twice.
Filling the duplicate ticket cost calculator in honestly
What the number leaves out
The figure above only counts handling time, which is the part you can defend in a budget meeting. It ignores three costs that are real and harder to price.
Frequently asked questions
What does the support duplicate ticket cost include?
Agent handling time only. The support duplicate ticket cost this shows is the defensible number for a budget conversation, and it deliberately excludes the customer-experience cost of being answered twice.
How does the duplicate ticket cost calculator work?
It multiplies annual ticket volume by your duplicate rate to get duplicate tickets, then multiplies those by the minutes each one costs an agent and your loaded hourly cost.
What is a normal duplicate ticket rate?
Most support queues sit between 8% and 20%. Multi-channel teams, especially those running both email and a web form, are usually at the higher end.
How do I find my real duplicate rate?
Manually, sample 200 tickets from one week and count the pairs. Automatically, connect Ticket Merger and the first scan of your open queue reports it.
Is four minutes per duplicate realistic?
It is the conservative end. Teams that measure it properly usually land between four and nine minutes once searching and re-checking are counted.
See your real number, not an estimate
Connect your helpdesk and the first scan reports your actual duplicate rate against your actual queue.
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