SaaS · 1-5 people · 150 tickets/mo · very fast AHT · base case
SaaS support team: 1 agent for 150 tickets/month
SaaS support skews longer: troubleshooting, billing disputes and configuration questions resist short answers more than retail queries do.
Verdict: Not worth buying at your volume
- At 150 tickets/month, the platform costs more than the headcount it lets you avoid. That is the honest answer for your volume.
- Below ~400 tickets/month, a good help centre and one accountable human usually beat a paid platform on both cost and quality.
- Agents needed
- 1
- range 1–1
- Monthly labour cost
- $12,429
- $12,429 – $12,429
- Heads removable via automation
- 0
- 1 agent remain
- Net monthly effect
- -$55
- platform cost $55/mo
- Payback
- never pays back
- at this volume
- Year-one cash effect
- -$8,656
- including setup and severance
Put your own numbers in
These figures come from one assumed volume. Change the ticket count, AHT or cost per hour and the answer moves.
Related scenarios
The answer changes as volume, handle time and coverage move. These are the closest combinations worth comparing against.
Model v1. Figures are estimates from published benchmarks, not a quote.