Support Capacity Planner

How many support agents do you actually need?

Enter your volume and targets to get a staffing recommendation, an occupancy read, and a live what-if. Every number traces back to a formula you can see.

No sign-up to see resultsFormula shown, nothing hiddenBenchmarked to SaaS support teams

Your numbers

Total tickets your team receives per month.
15 min
Minutes an agent actively spends on a single ticket.
0%
Share of tickets resolved before reaching an agent. Start with what you deflect today.
8
Full-time-equivalent agents currently handling tickets.
A target needs a percentage and a time window. Both change how many agents you need.
% of tickets within
Assumptions ▾
Defaults reflect typical SaaS support operations. Adjust them to match your team; they change the result.
30%
Paid time not spent on tickets: breaks, training, PTO, meetings, and admin.
85%
How hard you plan to run agents. Above about 85% leaves little slack for volume swings.
See the formula
human tickets = 2,400 x (1 - 0% deflection) = 2,400
handling load = 2,400 x 15 min = 36,000 min
capacity per agent = 40h/wk x 4.33 x (1 - 30% shrinkage) x 85% occupancy = 6,183 min
required agents = 36,000 / 6,183 = 5.82 rounded up to 6

Support capacity summary

  • Monthly ticket volume: 2,400
  • Average handle time: 15 min
  • AI and self-serve deflection: 0%
  • Agents today: 8
  • SLA target: 90% within 4 hours
  • Assumptions: 30% shrinkage, 85% target occupancy, 40h per week
  • Recommended team size: 6 agents

Recommended team size

6 agents
Healthy

Your team is right-sized. 6 agents comfortably covers current volume with room to breathe.

Occupancy
62%
healthy
Staffing gap
+2 surplus
overstaffed
Buffer capacity
27%
excess
SLA feasibility
Achievable
on track

Team occupancy

How hard your current team is running
62% occupancy
0%40%80%120%+
Idle or overstaffed Healthy Tight Over capacity

Demand vs. your team

Recommended for this volume6 agents
On your team today8 agents

Occupancy is 62%, a healthy and sustainable load with buffer for variance.

A 10% busier month (about 2,640 tickets) would push the recommendation to 7, one more full-time agent.

You have room for about 898 more tickets per month before you would need to hire.

What if

Stack scenarios to stress-test the plan.
Today
Recommended0
Occupancy0%
Scenario
Recommended0
Occupancy0%

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6 agents
Recommended team size
Healthy