Free tool
What does waiting cost your service desk?
Requests rarely sit still because your team is slow. They wait: on the customer, an approver, another team or a vendor. Put in your own numbers to see what that waiting adds up to.
Estimated cost of waiting
€0per year
€0 per month
Your team Waiting on someone else
An estimate from your numbers, not a measurement.
How it's calculated
Hours open per request: average days open × 24 (calendar) or × 24 × 5⁄7 × ⅓ (about 8 working hours on working days). Waiting hours: hours open × your waiting share × requests per month. Cost: waiting hours × your cost per hour.
It's the same model RequestOps uses for "Cost of waiting" in Insights, where the waiting time comes from your Jira history instead of a guess, split by who it was waiting on.
Measure it instead of guessing
Right after install, RequestOps shows who your requests waited on over the last 90 days: customers, approvers, other teams and vendors.
See RequestOps Try the app hereQuestions
What counts as waiting?
Time a request is open but nobody on your team can move it: it waits for the customer to reply, an approver to decide, another team to do their part, or a vendor to deliver.
What should I use as the cost per hour?
Use what one hour of waiting costs your organisation. For a new hire without a laptop, that is roughly their hourly cost. For a blocked internal request, it may be the hourly cost of the person waiting. If you are unsure, start low.
Calendar hours or working hours?
Working hours counts about 8 hours per working day, which is closer to the cost of someone who cannot work. Calendar hours counts every hour, which matches how customers feel the wait.
Is this a measurement?
No. It is an estimate from the numbers you enter. RequestOps measures the real waiting time per party from your Jira history, including your last 90 days right after install.
Know who every request is waiting on.
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