Helpdesk Staffing Calculator
Most teams size support by feel, then discover the backlog. This turns five numbers you already have into an agent count. The defaults are planning assumptions, not benchmarks; replace them with your own.
Ticket work per month
Productive hours per agent per month
Agents needed
What this leaves out
- Peaks. Tickets arrive unevenly across the day and the month; a team sized for the average will queue during spikes. Add headroom or use the utilization field.
- Tiers. A first-line agent who deflects password resets in two minutes and an engineer who spends two hours on an integration bug should not share one handle time. Run the calculator once per tier.
- Self-service and automation. If a portal, a knowledge base or an AI assistant closes a share of tickets, reduce the volume first, and measure what actually got resolved rather than deflected.
Related reading
Want fewer tickets per agent instead of more agents?
See FanDesk