SUPPORT SORTED — TICKET VOLUME FORECAST WORKSHEET
Companion: https://supportsorted.co.uk/guides/forecast-support-ticket-volume/
Method version: September 2026.

ILLUSTRATIVE SAMPLE ONLY — NO REAL CUSTOMER OR INDUSTRY DATA
Week    New requests    Reopened workload    Lagged order cohort
1       80              8                    1600
2       100             10                   2000
3       90              9                    1800
4       110             11                   2200
Total   380             38                   7600

New-ticket baseline = 380 / 4 = 95 weekly.
Pooled illustrative contact ratio = 380 / 7600 = 0.05.
Low = 95 + 0 = 95 new requests; assume 8 reopened items.
Central = 95 + 200 x 0.05 = 105; assume 10 reopened items.
High = 95 + 300 x 0.06 + 20 incident requests = 133; assume 14 reopened items.
Sensitivity range 95–133, not a statistical confidence interval.
Separate growth-only case = 95 x 1.10 = 104.5, rounded up to 105 for cover.
Central hours = (105 x 8 minutes + 10 x 12 minutes) / 60 = 16.
High hours = (133 x 8 + 14 x 12) / 60 = 20.5333..., displayed 20.53.
Against 18 fictional usable hours: central headroom 2; high gap 2.53.
Handling times and usable capacity above are hypothetical assumptions.

YOUR OWN INPUTS — REPLACE ALL SAMPLE VALUES
Forecast period / time zone / channels:
Definition of new request / exclusions / reopen definition:
Export source / report filters / event-date field:
Order or customer driver / lag / comparable cohort:
Weekly history (new / reopened / driver count / annotated events):
Baseline calculation:
Contact ratio numerator / denominator:
Low drivers / central drivers / high drivers:
Campaign additions already included in baseline? Prevent double counting:
Incident assumption / known coverage gaps:
New-ticket range / reopened workload range:
Handling minutes by case type / usable staffed hours / existing backlog:
Action if high case arrives / owner:

REVIEW AFTER THE PERIOD
Forecast / actual / difference (actual minus forecast):
Difference by reason and channel:
Definition changes / incidents / missing data:
Assumption to revise / owner / next review period:
No forecast accuracy or industry rate is implied by the sample above.