Email and ticket response templates to improve customer service

Email lets you respond to your customers quickly and makes it easy for them to get back to you. Creating a ticket in the Dashboard lets you turn a chat into an email so you can keep the conversation going and offer more resources and solutions.

The great thing about both emails and tickets is that with a little bit of planning you can respond to most customers quickly and with very little effort. Even better, we've put together a list of email and ticket responses we use every day, so you can save them for your own future use.

These templates are ready for you to add some personality to them and adjust them for your business. Don't be afraid to make changes. Make them your own and put them to good use.



Creating a ticket from a chat

Hi <Customer Name>,


Thank you for reaching out in the chat about <the issue>.


A member of our support team has been assigned to your request and will be in touch soon.


If you have additional questions or updates, simply reply to this email or contact us at <alternate contact>.


Best regards,


< Your Name >

Company, Position


Assigned to a department

Hi <Customer Name>,


Thank you for reaching out about <the issue>.


We have assigned this to our <department>. They will review the information and get back to you as soon as they have a response.


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


Best regards,


<Your name>

<Company>, <Position>



More information needed

Hi <Customer Name>,


Thank you for reaching out about <the issue>.


To better assist you, we need a bit more information.


<List relevant questions>


Please reply to this email with your answers and a member of our support team will get back to you soon.


Best regards,


<Your name>

<Company>, <Position>



Problem resolution

Hi <Customer Name>,


Thank you for reaching out about <the issue>.


Based on the information you shared, we suggest the following solution(s):


<solution(s)>


For further assistance, reply to this email or contact us at <alternate contact>.


Best regards,


<Your name>

Company, Position



Follow-up email (no response)

Hi <Customer Name>,


I know things can get busy, so I’m reaching out in case you missed my last email about <the issue>.


<The previous email>


Best regards,


<Your name>

Company, Position



Follow-up email (closing ticket)

Hi <Customer Name>,


I’m checking in with you regarding <the issue>.


As we haven’t heard back from you, we‘ll be closing this ticket. However, I wanted to give you another opportunity to reply.


If you need further assistance, please respond to this email.


Best regards,


<Your name>

<Company>, <Position>



Follow-up (problem not solved)

Hi <Customer Name>,


I’m reaching out to let you know we are continuing to work on <the issue>.


At this moment, we do not have an estimated resolution time.


However, we’ll send you an update once our team has found a solution.


If you need further assistance, simply reply to this email or contact us at <alternate contact>.


Best regards,


<Your name>

<Company>, <Position>



Follow up (problem solved)

Hi <Customer name>,


We’ve found a solution regarding <the issue>.


< Solution >


If you need further assistance, reply to this email or contact us at <alternate contact>.


Best regards,


<Your name>

<Company>, <Position>

For more time-saving templates, check out our Shortcut templates for easy conversations, available in our Help Center: Shortcut templates for easy conversations 

Got questions? Reach out to our support team or schedule a call.

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