Efficiency Metrics

Cost Per Resolution

Cost Per Resolution is the total operational expense divided by successfully resolved tickets only. Unlike cost per ticket, this excludes tickets that were closed without resolution, abandoned, or transferred. It measures the true cost of achieving customer outcomes.

Why Cost Per Resolution Matters

Shows the actual cost of solving customer problems, not just processing tickets. A better measure of support ROI than cost per ticket when resolution quality matters.

How to Calculate

(Total support costs / Number of resolved tickets) for time period

In TicketBoard

TicketBoard helps you track cost per resolution and related metrics from your Zendesk data. Connect your account for instant visibility.

Related Metrics

Cost Per Ticket Resolution Rate Productivity Score Throughput
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