Email and ticket response templates to improve customer service

The instructions below are for desktops and laptops only.

Efficiently managing customer inquiries is crucial for any business. With tawk.to, you can use email and ticket templates to quickly address common inquiries and deliver consistent, professional customer service.

In this guide, we’ll show you how to create these templates and provide some examples to get you started.

The easiest way to use response templates is via shortcuts. With shortcuts covering various aspects of customer interactions, you can quickly insert the right template in your responses.

For example, if you have a shortcut with a response template like this:

You can use this template by typing “/” followed by the shortcut name like this:

Select the shortcut, edit the template where necessary, and send your message.

With shortcuts containing all the response templates you need, you (and your team) can respond to customer inquiries quickly and efficiently.

For more information on shortcuts and templates, check out these guides:

Creating and managing shortcuts

Shortcut templates for easy conversations

Now, let’s look at some example templates you can use.

This template can be used to send a customer a confirmation email when a ticket is created from a chat conversation or when a ticket is assigned to a specific agent/department.

Hi <Customer Name>,

Thank you for contacting us about <the issue>.

A member of our support team will be in touch soon with an update.

If you have any additional questions or need further assistance, please reply to this email or contact us at <alternate contact information>.

Best regards,

<Your Name>

<Company>, <Position>

This template can be used when a customer's initial inquiry requires more context or details to provide an accurate solution.

Hi <Customer Name>,

Thank you for contacting us about <the issue>.

To better assist you, we'd appreciate it if you could provide some additional information:

<Question 1>

<Question 2>

<Question 3>

Please reply to this email with your answers so we can provide an accurate solution.

Best regards,

<Your Name>

<Company>, <Position>

This template informs the customer about the solution to their problem.

Hi <Customer Name>,

Thank you for contacting us about <the issue>.

We've investigated the issue and have found a solution.

<Solution>

Please let us know if you have any further questions.

Best regards,

<Your Name>

<Company>, <Position>

This template is used to follow up with a customer who hasn't responded to a previous email.

Hi <Customer Name>,

We hope this email finds you well.

We wanted to follow up on our previous email regarding <the issue>. Please let us know if you have any questions or require further assistance.

Best regards,

<Your Name>

<Company>, <Position>

This template informs the customer that their ticket is being closed due to inactivity.

Hi <Customer Name>,

We hope this email finds you well.

We're following up on your recent ticket regarding <the issue>. As we haven't received a response, we're closing this ticket.

If you need further assistance in the future, please don't hesitate to contact us.

Best regards,

<Your Name>

<Company>, <Position>

This template informs the customer that their issue is still being investigated.

Hi <Customer Name>,

Thank you for your patience as we continue to work on resolving <the issue>.

We understand this may be frustrating, and we're committed to finding a solution. We'll keep you updated on our progress.

Please let us know if you have any questions or concerns.

Best regards,

<Your Name>

<Company>, <Position>

This template informs the customer that their issue has been resolved.

Hi <Customer Name>,

We're pleased to inform you that we've resolved the issue with <the issue>.

<Solution>

If you have any further questions or encounter any other issues, please don't hesitate to contact us.

Best regards,

<Your Name>

<Company>, <Position>

For response templates related to e-commerce, see this guide: Email and ticket response templates for e-commerce

For more time-saving templates, check out this article: Shortcut templates for easy conversations

Learn about creating tickets here: Creating and responding to tickets

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