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Seven free support tools that work at the hour level — staffing, backlog, cost per ticket and SLA risk, on numbers any helpdesk export gives you.
So what: The queue starts building at 10:00 and peaks at 28 tickets around 15:00 — about 40 minutes of wait for the next ticket in. It clears by 18:00.
The Treepie Desk tools are seven free customer support calculators and templates: a staffing calculator, queue backlog simulator, cost per ticket and deflection savings calculators, an SLA target checker, a CSAT sample size calculator and an escalation matrix. They run in your browser on ticket volumes and handle times you already have, and they work at the hour level, where support queues actually break.
Each shows its working underneath, so the number survives being questioned.
Every tool runs on a helpdesk export. None of them needs Desk.
Four steps that keep the inputs honest. Skip one and the plan will look fine and breach anyway.
Match the complaint to the tool. Each one turns a feeling into an hour, a number or a name.
Support leads, ops and finance see the same queue through different numbers.
Most teams staff from a daily total and wonder why mornings breach.
| Spreadsheets & email | Generic Erlang calculator | Treepie Desk | |
|---|---|---|---|
| Time resolution | Daily totals | One interval at a time | Hour by hour across the day |
| Backlog carry-over | Ignored | Assumes queue clears each interval | Carried forward hour to hour |
| Handle time | A guess | Single input | Median with wrap-up included |
| Deflection | Counted as fully saved | Not covered | Net of tickets that return |
| Cost to see the answer | An afternoon | Often an email address | Nothing |
Same rules everywhere: your figures, shown arithmetic, no email wall.