Free tools for customer support teams
Calculators and references for the questions support leads answer every week: how many people to schedule, when a ticket is due, what a ticket costs, and whether a change in CSAT is real. No signup, nothing to install, and every formula is shown.
Measure
Work out what your support costs and how well it is going: response times, satisfaction, reopen and escalation rates, and the cost of a ticket or a breach.
SLA due time calculator
Free SLA calculator. Enter when a ticket arrived, your response target and your business hours to get the exact due time, then check your SLA attainment and how many more misses you can afford.
SLA breach cost calculator
Free calculator for the cost of missed SLAs. Enter tickets, attainment and credits to see breaches, misses above your allowance, credits owed and the agent time spent on follow-up.
Response time analyzer
Free support response time analyzer. Paste your first response times to get the median, the slowest 10%, the average and the share of tickets answered inside your target. Runs in your browser.
CSAT and NPS calculator
Free CSAT and Net Promoter Score calculator. Enter your survey counts to get the score and its 95% margin of error, so you can tell a real change from noise.
Customer effort score calculator
Free customer effort score calculator. Enter how many customers gave each 1 to 7 answer to get your effort score and the share who found it easy or hard. Runs in your browser.
CSAT sample size calculator
Free calculator for CSAT survey sample size. Pick a confidence level and margin of error to see the responses you need and how many surveys to send at your response rate.
First contact resolution calculator
Free first contact resolution calculator. Enter tickets closed, tickets solved in one reply and tickets reopened to see your FCR, your reopen rate and how many extra replies follow-ups cost.
Support QA scorecard calculator
Free calculator for support quality reviews. Enter average scores and weights for accuracy, tone, clarity, ownership and process to get an overall score and the category to coach next.
Ticket reopen rate calculator
Free calculator for your ticket reopen rate. Enter resolved and reopened tickets to see the rate, the agent hours it costs and how many reopens sit above your target.
Escalation rate calculator
Free calculator for your support escalation rate. Enter tickets handled and escalated to see the rate, the extra agent hours and cost, and how many escalations sit above your target.
Ticket deflection calculator
Free calculator for self-service deflection. Enter help center visits and tickets created to see the deflection rate and a cautious monthly saving from tickets that never reached an agent.
Churn cost calculator
Free calculator for the cost of customer churn. Enter customers, monthly churn, price and margin to see lifetime value and what saving a share of cancellations is worth.
Cost per ticket calculator
Free cost per ticket calculator. Add up agents, tools and other costs, divide by tickets, then see what the blended cost would be if an AI finished a share of them.
Support cost per customer calculator
Free calculator for support cost per customer. Enter monthly support spend, customers and revenue per customer to see what each customer costs you and what share of their revenue it takes.
Plan
Decide how many people you need and how to organise the queue: staffing, coverage hours, handle time, forecasts, hiring cost and new-hire ramp.
Support staffing calculator
Free Erlang C calculator for live chat and phone, plus a workload calculator for email. Enter volume, handle time and your service level target to see how many support agents to schedule.
Handle time calculator
Free calculator for support capacity. Enter average handle time, wrap-up time, hours and occupancy to see tickets per agent each day and month, and the agents your volume needs.
New hire ramp planner
Free planner for onboarding a support agent. Set full-speed tickets per day and a ramp for the first four weeks to get weekly targets and the capacity gap while they learn.
Support goal planner
Free planner for support team goals. Enter your first response time, CSAT and backlog to get realistic targets for the quarter and the extra tickets to close each week.
First response promise calculator
Free first response promise calculator. Enter tickets, agents, work per ticket and hours open to see the first reply time you can keep, the load on your team and words for your site.
Support escalation matrix builder
Free support escalation matrix builder. List your issue types, name the first owner and the next level, set how long each can wait and copy a table for your team wiki.
Support channel mix planner
Free support channel mix planner. Enter volume, the share and handle time for email, chat, phone and social, and see agent hours, headcount and monthly labour cost.
Support workload checker
Free support workload checker. Enter daily tickets, hard-ticket share, weekend shifts and overtime to see whether an agent's load is fine, worth watching or needs action. Runs in your browser.
Support coverage hours planner
Free support coverage planner. Enter your open hours and where your customers are to see how much of their daytime you cover and which region is weakest. Runs in your browser.
Weekly support report generator
Free weekly support report generator. Enter this week's and last week's tickets, response time, CSAT and backlog to get a short summary to paste into email or chat.
Support hiring cost calculator
Free calculator for the true cost of hiring a support agent. Add salary, benefits, tools, recruiting and ramp time to see the loaded yearly cost and the cost per ticket in year one.
Ticket volume forecast
Free support ticket forecast. Enter this month's tickets, your monthly growth and what one agent handles to see projected volume, agents needed each month and when the next hire is due.
Support backlog calculator
Free support backlog calculator. Enter open tickets, new tickets per day and tickets closed per day to see how many working days it takes to clear the queue, or how fast it grows.
Ticket priority matrix
Free ticket priority matrix. Pick impact and urgency to get a P1 to P5 priority with starter reply and resolution targets, and see the full 3 by 3 matrix most service desks use.
Ticket tag taxonomy builder
Free ticket tag builder. Pick your business type and get a short, clean list of topic, type and source tags for your help desk to copy. Runs in your browser.
Write
Start from a clean draft for replies, signatures, policies and help articles, or check a draft you already have for length, readability and gaps.
Customer service reply templates
Free customer service reply templates for refunds, bugs, outages, delays, upset customers, cancellations and more. Plain wording, one click to copy.
Support reply readability checker
Free checker for support replies. Paste a reply to see words per sentence, long sentences and stock phrases to reword, so your answers read plainly. Runs in your browser.
Support reply length planner
Free support reply length planner. Pick the channel and what the reply must do to see a word range, then paste your draft to check it and see how many messages to send.
Support reply checklist
Free checklist for a draft support reply. Paste it to check for a greeting, an acknowledgement, a clear next step, a sensible length and stock phrases. Runs in your browser.
Saved reply library audit
Free audit for your saved replies. Paste your library to find near-duplicates, replies that run long, ones with no placeholder and stock phrases. Runs in your browser.
Saved reply placeholder checker
Free saved reply placeholder checker. Paste a macro or canned response and see every placeholder and drafting mark left in it, with how often each appears. Runs in your browser.
Saved reply time savings calculator
Free calculator for the time saved reply templates give back. Enter replies per day, seconds saved and your hourly cost to see hours and dollars saved each month and year.
After-hours auto-reply generator
Free after-hours auto-reply generator. Fill in your hours, time zone and when you'll reply, and copy a plain out-of-office message for your support inbox.
First reply template builder
Free first reply template builder. Pick the type of message and the tone and copy a short customer support reply with brackets to fill in before you send.
SLA wording generator
Free SLA wording generator. Enter your hours, first reply and resolution targets and copy plain-language support commitments you can publish on your site or in a contract.
Support job ad generator
Free customer support job ad generator. Enter the role, hours, pay and skills and copy a short, plain job post you can use on any job board or your own site.
Support email signature generator
Free email signature generator for support teams. Enter your name, role, company, website and support hours to get a clean signature in HTML and plain text. Runs in your browser.
Refund policy generator
Free refund policy generator for subscription businesses. Set your monthly and annual refund windows and exceptions to get plain policy text to copy. Runs in your browser.
Incident status message generator
Free incident status message generator. Pick the stage, describe the impact and next update time, and get a clear status page post to copy. Runs in your browser.
Help center article template generator
Free help center article template. Enter what the customer wants to do and how many steps it takes to get a titled, numbered how-to skeleton to copy. Runs in your browser.
FAQ page builder
Free FAQ page builder. Paste your questions and answers and copy clean FAQ text plus FAQPage JSON-LD markup for your help center or support page, with nothing sent anywhere.
Help center search gap finder
Free tool that turns your help center's zero-result searches into a ranked list of articles to write. Paste searches with counts; same-word phrases are grouped. Runs in your browser.
Help center gap prioritizer
Free help center gap prioritizer. List the topics customers ask about, add tickets a month and hours to write, and see which article removes the most tickets per hour.
Help article length checker
Free checker for help center articles. Paste an article to check title length, body length, long paragraphs, numbered steps and vague headings. Runs in your browser.
Ticket subject theme finder
Free tool that finds recurring words and phrases in a list of ticket subjects. Paste subjects to see the top themes and their share, then turn them into tags and articles.
Support subject line checker
Free support subject line checker. Paste ticket subjects, one per line, and see which are too vague, too long, in all capitals or full of punctuation, with nothing sent anywhere.
Ticket reopen reason sorter
Free ticket reopen reason sorter. Paste one note per reopened ticket and see the reasons grouped and ranked, such as a fix that did not hold or a ticket closed too early.
Support handoff note generator
Free support handoff note generator. Fill in the issue, what you tried and what the customer was told, and copy a short note for the next agent at a shift change or escalation.
Refund request reply generator
Free refund request reply generator. Pick a full refund, a partial refund, a decline or a request for more information and copy a clear reply with the amount and timing.
Learn
Plain definitions of the terms support teams use, from CSAT and SLA to occupancy and Erlang C.
Made by Flatdesk, a help desk for small support teams at one flat price per agent. Comparing help desk bills? Try the help desk cost calculator. Want the reasoning behind a number? Read the support guides.