L · L1 tickets

L1 tickets

Tier-1 support: repetitive, scriptable, well-documented. The deflection sweet spot.

In one sentence

L1 (level-1) tickets are the highest-volume, lowest-complexity support requests — password resets, error codes, basic configuration — that follow a known script and rarely need senior judgment.

When it matters

When sizing AI ROI: L1 is typically 50-70% of inbound volume and the easiest layer to deflect cleanly without missing edge cases.

A real-world example

Across helpcode HVAC deployments, ~62% of inbound contacts are L1 (resets, codes, installation FAQs). Deflecting half of that frees a full-time agent per 4k tickets/month.

Curated by helpcode research team · Last reviewed 2026-05-22