Metrics

How to Calculate Cost Per Resolution

Published September 10, 2026 · Reviewed by the Fidiora team

Short answer

Cost per resolution is your total fully loaded support cost divided by the number of issues genuinely resolved. Include salaries with employer costs, all tooling, AI spend, quality assurance, and the management time devoted to support. Divide by resolved issues, not closed tickets.

Key takeaways

  • Closed tickets flatter the result, so use genuinely resolved issues.
  • Employer costs typically add twenty to thirty percent on top of salary.
  • Segment by issue type before drawing any conclusion.
  • It is the right number for comparing automation against hiring.

The formula

Total fully loaded support cost divided by issues genuinely resolved, over the same period. The word genuinely is doing real work: a ticket closed for inactivity is an administrative event rather than a resolution, and counting it improves the metric while hiding the problem.

What belongs in the numerator

Salaries plus employer costs, which typically add twenty to thirty percent. All support tooling licences. AI and automation spend. Quality assurance and training time. The proportion of management time genuinely spent on support. Leaving out tooling is the most common omission and it understates the figure noticeably.

What belongs in the denominator

Issues genuinely resolved, not tickets closed. If a customer contacts you three times about one problem, that is one issue and three tickets. Counting tickets makes a poorly resolved issue look like three cheap successes.

Why it beats cost per ticket

Cost per ticket rewards closing tickets. Cost per resolution rewards solving problems. The two diverge exactly where it matters: a team closing fast and generating repeat contacts looks efficient on the first metric and expensive on the second.

How to use it

Segment by issue type, rank the segments by total cost, and automate the most expensive repeatable category first. This is also the correct number for comparing an automation investment against a hiring plan, because both change the same ratio.

A worked calculation

  • Salaries: 4 agents at $45,000, plus 25% employer costs = $18,750 per month.
  • Tooling: helpdesk, knowledge base, and analytics = $1,200 per month.
  • AI and automation spend = $1,900 per month.
  • Management time: 20% of one manager at $80,000 = $1,333 per month.
  • Total = $23,183. Issues genuinely resolved = 6,000. Cost per resolution = $3.86.

Salary figures above are illustrative. Use your own fully loaded numbers, including employer costs, and count resolved issues rather than closed tickets.

How Fidiora prices

Fidiora charges $0.59 per genuine resolution. No seat fees, no add-on modules, no channel surcharges, and nothing billed for abandoned chats, timeouts, or handoffs to a human. Set a monthly spend cap and the bill cannot exceed it.

Estimate your cost How we define a resolution
FAQ

Questions

What is a good cost per resolution?
There is no portable benchmark, because it depends on issue complexity and labour market. What matters is your own trend and the gap between your cheapest and most expensive issue categories, which is where the savings are.
How is it different from cost per ticket?
Cost per ticket divides by tickets closed, which rewards closing. Cost per resolution divides by issues genuinely solved, which penalises repeat contacts. The second is the honest number.
Why did cost per resolution fall while cost per ticket rose?
Because automation removed the cheapest tickets, raising the human average, while total spend fell and resolved issues held steady. That combination is exactly what a working automation programme looks like.

Related reading

What Does a Support Ticket Actually Cost? How to calculate the real cost of a support ticket, why published benchmarks mislead, and what changes the number most. How Much Does Customer Support Actually Cost? A structured way to work out what customer support costs your business, including the lines most teams leave out. How to Measure the ROI of AI Customer Support A defensible way to measure AI support return, including the guardrail metrics that stop you claiming savings that are not real. Per-Seat vs Per-Resolution Pricing in Customer Support How per-seat and per-resolution support pricing actually compare: what each charges for, when each is cheaper, and how to model both at your volume.
Get Started

See Fidiora resolve a ticket in 60 seconds.

No credit card, no sales call required. Connect your docs and watch it work.

Start Free Book a 15-min Demo

No credit card · Live in under an hour