Cost Per Ticket Benchmarks (2026)
Converge Team
The global average cost per ticket is $7. Good teams target Under $5, and excellent teams achieve Under $3. These benchmarks are compiled from Lorikeet / LiveChatAI Cost Per Support Ticket Benchmarks (2026) and other publicly available industry reports.
What Is Cost Per Ticket?
The average cost to resolve a single support ticket, including agent salary, tool costs, and overhead. A key metric for support team ROI.
Cost Per Ticket by Industry
Cost Per Ticket varies significantly by industry. Industries with simpler, higher-volume queries (e-commerce, restaurants) tend to have better numbers than those with complex, compliance-heavy interactions (healthcare, fintech).
| Industry | Average | Good | Excellent |
|---|---|---|---|
| SaaS | $22 | $18 | $13 |
| E-commerce | $5 | $4 | $3 |
| Fintech | $22 | $18 | $13 |
| Healthcare | $25 | $20 | $15 |
| Agencies | $14 | $11 | $8 |
| Fashion | $5 | $4 | $3 |
| Beauty & Cosmetics | $5 | $4 | $3 |
| Gaming | $12 | $10 | $7 |
| Crypto & Web3 | $20 | $16 | $12 |
| Travel & Tourism | $16 | $13 | $10 |
| Hospitality | $11 | $9 | $7 |
| Restaurants | $4 | $3 | $2 |
| Hotels | $10 | $8 | $6 |
| Real Estate | $28 | $22 | $17 |
| Education | $10 | $8 | $6 |
Cost Per Ticket by Channel
Channel choice has a major impact on cost per ticket. Messaging channels (chat, WhatsApp) consistently outperform email and social media.
| Channel | Average |
|---|---|
| Self-Service / Knowledge Base | $0.50–$2 |
| AI Chatbot | $1–$3 |
| Live Chat | $5 |
| $4 | |
| $12 | |
| Social Media | $8 |
| Phone | $25 |
Cost Per Ticket by Company Size
Larger teams don't always mean better metrics. Company size affects cost per ticket through staffing, tooling, and process maturity.
| Company Size | Average |
|---|---|
| Small (1-10 agents) | $12 |
| Medium (11-50 agents) | $8 |
| Enterprise (50+ agents) | $6 |
Year-over-Year Trends
Cost Per Ticket has been improving steadily as teams adopt AI, automation, and messaging-first strategies.
| Year | Average | Notes |
|---|---|---|
| 2024 | $8 | Per-seat SaaS pricing was the norm |
| 2025 | $7 | AI deflection and flat-rate tools reducing costs |
| 2026 | $6 | AI automation cutting cost per resolution further |
How to Improve Your Cost Per Ticket
Switch from per-seat pricing to flat-rate tools -- cost savings compound as your team grows
Automate L1 tickets (password resets, order status) to reduce agent time on low-value work
Use messaging channels (chat, WhatsApp) instead of phone -- they're 3-5x cheaper per resolution
Calculate cost per ticket by channel to find where your money goes
Invest in self-service content -- FAQ and knowledge base resolution costs $0.50-$2 per ticket vs $12-$25 for agent-assisted
Sources: Lorikeet / LiveChatAI Cost Per Support Ticket Benchmarks (2026). Benchmarks are compiled from publicly available industry reports and may vary significantly by company size, geography, support methodology, and channel mix. These figures represent approximate cross-industry averages and should be used as directional guidance, not precise targets.
Frequently Asked Questions
The global average cost per ticket is $7. A good target is Under $5, and excellent teams achieve Under $3. These vary significantly by industry and channel.
Cost Per Ticket varies widely. SaaS averages $22, E-commerce averages $5, Fintech averages $22. See the full industry breakdown table above.
Self-Service / Knowledge Base typically has the best cost per ticket at $0.50–$2. Phone tends to be slower at $25.
Key strategies: Switch from per-seat pricing to flat-rate tools -- cost savings compound as your team grows. Automate L1 tickets (password resets, order status) to reduce agent time on low-value work. See our detailed improvement tips section above for all 5 strategies.
In 2024: $8 (Per-seat SaaS pricing was the norm). In 2025: $7 (AI deflection and flat-rate tools reducing costs). In 2026: $6 (AI automation cutting cost per resolution further). The trend is driven by automation, AI adoption, and messaging-first strategies.
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