Last Updated: December 2023
Today, every business is struggling for smoother and quick customer support. Efficient customer support can enhance your company’s reputation to the next level. Have you thought of how you can achieve it? The answer is support ticket response or canned responses.
First of all, let’s be clear by the canned response that we don’t mean auto-generated response. A canned response is far more different. It makes your customers feel more personalized, ultimately gaining their trust.
Here we have provided you with the 12 best support ticket response (canned response) templates.
- Acknowledging Receipt of a Customer Support Ticket
- Updating Ticket Status
- Ticket Resolution Alert
- Self-Service Instructions.
- Collecting More Detailed Information On A Customer Issue
- Taking Responsibility And Writing An Apology
- Asking for Additional Time
- Requesting Feedback
- Follow-up on Positive Feedback
- Follow-up on Negative Feedback
- Replying to Product Feature Update
- Announcing New Product Features & Releases.
1. Acknowledging receipt of a customer support ticket
We have got your message and we are working on it.
You can make this message your go-to response for every situation that requires email support. Use this response to assure your customers that you have received their query and forwarded it to the team.
With slight customization, try to add something specific about their issue, providing them with a personalized experience.
Hi [customer name]
Thank you for reaching us.
We are working on your issue and we will reach you soon once we got more updates. Thank you for your patience.
2. Updating ticket status
We will reach you by [estimated time], we are still working on it.
It may happen that some support cases take longer than you expected. This is a stage where updating your customer ticket status is crucial. Those are the times to send this message.
Customers love to hear about their issue progress. The longer a customer has to wait to hear from you, the less they trust you for the next time.
So, by sending this simple message you can not only build customer trust but also can increase customer retention.
Your issue [ticket id] is in progress. Our team is working hard to resolve your issue. We’re making your request a priority, and we will get back to you soon once we are done. Please bear with us.
3. Ticket resolution alert
We have resolved your issue and we are closing your ticket. Is there anything else that we can help with?
Sending this message helps you to maintain the ticketing cycle. A closing canned response should contain three things-
- Thank your customer for their patience and assistance while you were handling their issue.
- Give a recap of their request and add thanks note at the end.
- And at last, ask for any further assistance if required.
Hi [customer name],
We are glad to tell you that your issue is resolved. if there’s anything else that we can help with, feel free to reach us at this email or fill out [Contact Form] to open a new request.
4. Self-service instructions.
Your issue is resolved. In case it occurs again, here’s the list of instructions which you can follow
Sometimes customers face problems while updating passwords, account details, or personal information and they report it under the technical issue category, but it’s not.
At such time, you can use self-service canned responses to help them throughout the issue.
Hello [customer name],
We are sorry for the issue you came across with the [product].
To resolve your issue quickly we have included some instructions in the below link that would help you throughout.[link]
If you still face the same problem, feel free to reach us anytime.
5. Collecting more detailed information on a customer issue
For a quick resolution of your query, we need more information
When the customer doesn’t fully describe the issue, you may have to reach out to the customer for additional information.
While reaching out to the customer you should paint your needs very clearly in front of them to get the required information in one attempt.
Below are some canned response templates to get it done in one go.
Thank you for contacting us. Before we further proceed, we need some additional information from your side.
Mention the list of the data you need
Thank you for your patience. If there is anything else we can do to help, please let us know. If there is anything else we can do, please let us know.
6. Taking responsibility and writing an apology
We got the issue and we will fix it soon. Sorry for your inconvenience.
Mistakes can happen to any one of us. Whether it can be poor support or some technical issue or whatever it can be, the best thing you can do is to take responsibility for that mistake.
If you treat the issue with priority and softer hands you can prevent further damage to your company. You can use the below-canned response template in such conditions to main a smooth relationship with your customers.
Hello [Customer name],
We regret to inform you that [ issue ] is completely our mistake. we are doing everything possible to resolve this for you as soon as possible.
We know it caused you an inconvenience and we are sorry for that. We will update you as soon as we have a solution. In the meantime, feel free to contact us with any questions you may have. We’re happy to help.
7. Asking for additional time
Thank you for reaching out to us with your problem. I would like to inform you that we have kept your case on high priority, and our team is working to resolve the issue at the earliest. Kindly bear with us.
Sometimes the question raised by your customer could not be resolved quickly and may need some hours or even some days. In these cases, you could avoid customer frustration and be more transparent with them.
You just have to mention the issue frankly with them and ask them for additional time.
Hi [customer name],
Thank you for your patience. I would like to inform you that we have kept your case on high priority, and our technical team is working diligently to resolve the issue at the earliest.
But your issue is taking longer, and it might take [estimated time] to fix.
We will surely inform you of further updates. In case you have any further questions, do let me know.
8. Requesting Feedback
How was your experience, are you satisfied with the resolution?
The best way to interact with your customer is to take feedback from them. The list of relevant questions helps you to know more about the ticketing system and gives appropriate insights into the process. You can have a direct look into your ticket resolving process and user experience through this feedback. Feedback helps you to analyze your ticket resolving process and find where the problem lies and helps you to better your system and amends the process.
Hi [customer name],
Thank you for contacting [Company Name]. Your ticket [Ticket Number ] has now been resolved.
The valuable feedback regarding your experience with the ticket resolution process will help us improve our internal processes and provide a better service for you.
Please go through the below questions.
9. Follow-up on positive feedback
Thank you for your valuable feedback. Is there anything we can help you with?
When you request your customers for feedback, you must thank them for replying it managing their busy schedules.
In case of positive feedback, ask them what made them happy. These tasks help you to analyze your system and enhance your customer experience.
These follow-ups can be easily managed by canned responses.
Thank you for your valuable feedback. We would love to hear what you liked the most about [product]. It means a lot to us. Again thank you for taking the time to submit your valuable feedback.
If possible, can you please review us [ link]? It means a lot to us.
10. Follow-up on negative feedback
We’re sorry about your recent experience. We’re listening and working hard to do better in the future.
When you request your customers for feedback, and in case the response is not good, you should use a sensitive tone in the response, telling them their feedback is valuable to you.
Hello [customer name]
We are sorry for your recent experiences. We hear your opinion and assure you that we have kept your case on high priority, and our team is working to resolve the issue at the earliest.
Once again sorry for the inconvenience.
11. Replying to product feature update
Thank you for your idea. The feature you requested is not on our product. Yet.
A lot of customers love hearing product updates. That’s where you can be one step ahead as many companies overlook this.
Customer ideas can help you to improve your operations for better service. A simple canned response can grow your business and customer trust on another level.
Hello [customer name]
Thank you for your idea. We are taking notes. The feature you requested is not on our product yet.
We have shared your thought with our team and our team is excited to work on your idea. We will prioritize working on your idea.
If you have any other ideas feel free to submit them in this form [link].
12. Announcing new product features and releases.
Take a glance at the new updates we’ve released in the past few months that you’ll benefit from!
When you have new offers or feature updates, it’s always beneficial to create a buzz about them. You can target your existing audience and can enhance customer retention to the next level. Your customers will also love this for sure.
You can try this with a simple canned email template.
Hello [customer name]
We’re excited to announce our new product updates and features that we’ve released today only. And we wish you to be the first to experience it. Please go through the updates
[list of updates/features]
Sounds great? Feel free to reach us regarding any further details.
We have clubbed these “12 Best Support Ticket Response Templates” for you to enhance your customer experience and build trustful relationships with your customers.
These templates are going to save a lot of time and effort, so use them in the right way. These templates are the best package for you as it helps you to strengthen your ticket resolution process and enhances the end-user experience.
If you want to establish a smooth network between customers and your team by optimizing the support, Saufter could be a platform for you. It is a multi-channel customer service helpdesk designed to be cost-effective, and easy to set up, and most agents can get started on Saufter with little to no training.