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, and whether a change in CSAT is real. No signup, nothing to install, and every formula is shown.
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.
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.
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 service reply templates
Free customer service reply templates for refunds, bugs, outages, delays, upset customers, cancellations and more. Plain wording, one click to copy.
Customer support glossary
Plain definitions of customer support terms and metrics: CSAT, NPS, first response time, SLA, AHT, shrinkage, occupancy, Erlang C and more.
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.