What does ticket deflection save your team?

Three numbers from your support inbox are enough. The calculator shows what raising your self-service rate is worth, based on published benchmarks rather than vendor decks.

Where these numbers come from

Every default and benchmark in this calculator is taken from our published research, not invented for the result screen:

• Support ticket deflection rate benchmarks

  The 18 percent knowledge base median, the 45 percent fresh-docs benchmark, and why true deflection runs 30 to 40 percent below headline numbers.

• Knowledge base ROI statistics

  The 15 dollar fully loaded cost per ticket and the per-ticket economics of moving questions into self-service.

Assumptions and limits

• Cost per ticket defaults to 15, the conservative midpoint of the 6 to 17 range across simple and escalated tickets.
• The current self-service rate defaults to 18 percent, the cross-source median for a traditional knowledge base.
• The uplift is 10 percentage points, capped at 45 percent: teams whose help center was updated in the last 30 days report 45 percent deflection, against 18 percent without a recent audit. Ten points is roughly a third of that spread.
• Savings are gross: a self-service transaction still costs well under one euro, which we round to zero, and headline deflection overstates true deflection by 30 to 40 percent, so the result is an upper bound.