free tool
what do your "how do i" tickets actually cost?
four numbers, one answer. change any of them and the totals update. nothing is saved or sent anywhere.
"how do i" tickets / mo
360
what they cost / yr
$34,603
you could save / yr
$13,841
where the defaults come from
the $8.01 per ticket is Gartner's figure for a live-channel contact, as reported here. it's a few years old and it's an average, so if you know your own cost per ticket, use that instead. the 30% share of "how do i" tickets is a placeholder, not a benchmark. we couldn't find a trustworthy industry number for it, which is itself telling. the only honest way to get yours is to tag a sample.
the in-app share is the lever you control. a good first target is your five most common questions, answered on the screen where people get stuck. we wrote up the whole process in how to kill "how do i" tickets.
why the help center doesn't fix this alone
it's tempting to assume these tickets exist because the docs are missing. usually the docs exist. Gartner found that only 14% of customer service issues get fully resolved through self-service, and 43% of people couldn't find relevant content (source). the answer was in the wrong place. that's the gap heytappr closes: the user asks where they are, and gets walked through the real buttons.
questions
What is the average cost of a support ticket?
It depends heavily on channel and complexity. Gartner has put the cost of a live-channel contact (phone, chat, email) at about $8.01, against roughly $0.10 for self-service. Your own number is total support cost divided by tickets handled.
How do I find what share of tickets are "how do I" questions?
Tag a random sample of about 200 recent tickets by what the user was trying to do. Count the ones where the feature works and the user just couldn't find it or didn't know the steps.
Is self-service enough to deflect these tickets?
Often not on its own. Gartner found only 14% of customer service issues are fully resolved in self-service. Answers delivered inside the product, at the moment someone is stuck, tend to work better than a help center they have to go looking for.