Cost per Ticket

[Anusha Medharam]

The average expense pertaining to each ticket. 

[Anurag Tripathi]

With the limited information provided, I'm Assuming you are talking about cost of ticket assigned to help desk (phone calls and self service etc.)

This purely depends on the contract you have with your help desk company and may vary a lot from location, sla, coverage, size of your company, volume of tickets etc. You need to reach out to your Service Desk Owners/Managers to find this out. 

[Mardi]

I know this is an old thread but responding to this anyway. Hope this helps give you a basic idea on how to calculate this. (the values below are all just made up to understand how to calculate the cost per ticket to understand ROI)

Cost per resource for example a ServiceDesk/Helpdesk - Depends upon which country the desk is located in.
Example North America - Expensive
LATAM - Less Expensive
Asia (India) - Least expensive.
Lets take an example for someone working out of India
Average Annual Cost to Company - 1/2 years experience - 400,000 INR
Total working hours per day - 8 hours
Total working days in a month - 22 days.
Total hours worked in a month - 22 x 8 hours = 176 hours (1 month)
Cost of employee per month = 400,000 INR / 12 = 33,333.33 INR
Cost of employee per hour = Cost of employee per month / total hours worked in a month = 33,333.33/176 = 189.39 INR = total cost per ticket if it takes one hour for it to be resolved.
Now add on license costs to the company - Email license , ServiceNow licenses , infrastructure (laptop+headset etc) and convert these costs into hours and add on to the above.
This should give you a figure which you will then understand how. 

Total Cost per ticket = Total Operational Costs / total number of resolved tickets.