The Ticket Volume report helps supervisors and support managers understand the overall support workload. Use average monthly ticket volume to make staffing and capacity decisions, including agent count and shift coverage, based on ticket load trends. BoldDesk calculates average ticket volume per day by default. To get the average monthly ticket volume, you must calculate it manually using the total tickets and number of months from the Support Traffic Dashboard.

What “Average Monthly Ticket Volume” means

Average monthly ticket volume is the mean number of tickets created per month across a selected time period. This metric reduces the impact of unusually high or low months and provides a more stable view of demand.

Formula

Average Monthly Ticket Volume = Total Tickets Created ÷ Number of Months

Example

If the team received 2,068 tickets over 3 months:

2,068 ÷ 3 = 689.99
Rounded average monthly ticket volume = 690 tickets/month

Why tracking Average Monthly Ticket Volume matters

Use average monthly ticket volume in BoldDesk to support operational planning and longer-term forecasting.

Operational uses supported by the metric

• Forecast support workload: Use historical load patterns to inform staffing and shift planning.
• Plan agent staffing and capacity:
  • If tickets created > tickets resolved, workload is accumulating and staffing may need to increase during that period.
  • If tickets resolved > tickets created, staffing may be rebalanced to other time periods.
• Measure performance trends: Compare unresolved tickets to understand productivity and backlog movement.
• Identify changes in customer demand: Review trends by ticket type and ticket source to detect shifts in inbound demand.

How to calculate Average Monthly Ticket Volume in BoldDesk

Step 1: Open Reports / Analytics

1. Log in to BoldDesk.

2. Navigate to the Reports module.

   

Step 2: Open the Support Traffic Dashboard

Open the dashboard that shows ticket creation metrics. Learn more about Overview About Support Traffic Dashboard.

Step 3: Set the analysis range and filters

Select a date range, such as:

• Last month
• Custom range (Last 3 months, last 6 months)

Optionally apply filters to match the workload slice you want to measure, such as:

• Department

• Ticket category or priority

• Custom fields

• Brand

  

Step 4: Identify “Total Tickets Created”

• Locate the Tickets Created widget.

• Record the total tickets created for the selected period.

  

Step 5: Compute the monthly average

Apply the formula:

Average Monthly Ticket Volume = Total Tickets Created ÷ Number of Months

Example:

• Total tickets (last 3 months): 2,068
• Number of months: 3
• Average monthly ticket volume = 2,068 ÷ 3 = 690 tickets/month (rounded)

Best Practices for Accurate Results

• Be consistent with time ranges: Always compare averages using the same number of months.
• Recalculate regularly: Monthly or quarterly recalculations help track growth or decline.
• Combine with other metrics: Pair ticket volume with resolution time, backlog size, or SLA performance for deeper insights.

Key Benefits

• Capacity planning: Estimate how many agents are needed to handle expected volume.
• Trend analysis: Identify seasonal spikes or long-term growth in ticket creation.
• Performance evaluation: Compare ticket volume against SLAs, response times, and CSAT.
• Process improvement: Spot unusual increases that may indicate product issues or documentation gaps.

Frequently Asked Questions (FAQs)

1. Can Average Monthly Ticket Volume be calculated by brand, department, or category?
   Yes. Use available filters in BoldDesk reports (for example, department, category, priority, custom fields, and brand where applicable) and then apply the same average calculation to the filtered totals.

2. How often should Average Monthly Ticket Volume be calculated?
   Monthly or quarterly recalculation supports trend tracking while keeping reporting overhead manageable.

3. What time range is best?
   For long-term planning, a longer range such as 6–12 months reduces variability. For short-term operational decisions, a shorter range can be used.

Related Article

Overview About Support Traffic Dashboard