Support Tickets Clearance Time Calculator

Estimate clearance time at your entered hourly rate for support tickets.

How to use Support Tickets Clearance Time Calculator

1. Enter Backlog Size, Completion Rate Per Hour in the labelled units. 2. The rate must be positive. Work quantities may represent fractional equivalents; arrivals during clearance are excluded. The estimate excludes new tickets, reopens, escalation, service-level priorities and variation in resolution time. 3. Select Calculate or press Enter to see the result. 4. Select Select Copy result to copy the answer, or Reset to clear the form.

Why use this tool?

Use this tool to estimate clearance time at your entered hourly rate for support tickets. Use the same resolved-ticket definition and a comparable ticket mix for workload and throughput.

How the calculation works

Hours = fixed backlog ÷ completion rate per hour. The rate must be positive. Work quantities may represent fractional equivalents; arrivals during clearance are excluded. The estimate excludes new tickets, reopens, escalation, service-level priorities and variation in resolution time. Numeric results use up to six decimals, with scientific notation for tiny nonzero values. Fractional averages and capacity are equivalents; allocate whole items and remainders separately when appropriate. Entered decimal arithmetic is applied before display rounding. Numeric inputs/results and durations in seconds are bounded by magnitude 9,007,199,254,740,991.

Example

Support Tickets example: 60 tickets ÷ an assumed 10 tickets/hour = 6 hours.

Practical tip

Use the same resolved-ticket definition and a comparable ticket mix for workload and throughput.