15 Support ticket response examples to boost customer satisfaction

15 Support ticket response examples to boost customer satisfaction
By Pedals | On May 02, 2022
23 min read
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Is it possible to create canned responses—also known as saved replies, macros, and automated response templates—that improve customer satisfaction? Some might say no, assuming that anything an autoresponder says will feel robotic and unoriginal at best.

The truth is, automating your help desk support ticket responses—including creating templated responses that you can use again and again—is a great way to boost customer satisfaction. With, of course, the added benefit of far less work for your support reps.

Ready to get started? We’ll show you how it all works.

In this article:

Canned responses: Do they really work?

Canned responses get a bad rap. If you’ve ever been on the receiving end of one, there’s a fair chance that it left you either rolling your eyes or frustrated with its unhelpfulness.

Helpfulness—that’s the make or break word here.

Canned responses can actually provide a whole lot of value for both customers and your support team. The key is to create them thoughtfully so that they do two things: 

  1. Provide accurate, helpful information, and they should do it fast so that you can impress customers with your response time. 
  2. Offer an easy way for the customer to continue the conversation if the information provided doesn’t solve their problem.

When done right, your customers and support team will reap the benefits. Customers will be able to solve issues, which takes the strain off a busy support team that’s trying to juggle lots of support requests. 

They can also help your support agents respond to tickets faster. When customers can troubleshoot problems on their own using information from the auto responders you created, agents are free to tackle other issues that auto responses can’t fix. 

Canned messages are also a good way to reinforce brand messaging, as they can be tailored to match the tone, voice, and personality that you want your brand to embody. On top of that, you can set them up so they send immediately. After all, speedy responses increase customer satisfaction.

Here are some interesting statistics from a recent survey of 3,200 customers to illustrate how quick responses can boost satisfaction:

  • 31.2% of customers expect a response within an hour.
  • As of 2020, 11% of customers expected a response within just 15 minutes—wow!
  • Yet, the typical company takes about 12 hours to respond to emails.
Customers who expect a response time within 15 minutes
(Source)

The benefits of canned responses

We’ve talked a little about the benefits already. Now it’s time for a deep dive so you can really see how canned responses can be beneficial for your team.

Save time

How do automated support ticket responses save time? Simple! They solve the common, easy-to-fix problems quickly and easily.

  • Can problems be fixed with a restart or reset? 
  • Is there a bug that requires a quick setting change to make something work?
  • Or is there a downloadable patch that fixes a specific problem? 

Depending on your business, there could be lots of little things that can be included in a canned response to fix customer issues so that your support team can focus on other things.

It's a win-win. 

Increase efficiency

Everyone loves creating to-do lists, then checking items off those lists, right? That’s because it’s not only satisfying, but it makes you more efficient by providing clear goals. 

Think of your auto response system the same way.

When customers file support tickets, those are all things that end up on your support team’s to-do list. If you can resolve a lot of those problems via troubleshooting advice in a canned response, then that’s a way for your support team to automatically check a bunch of things off their to-do list.

Customers get their answers, and your support team can filter tickets to focus on the ones that a canned response won’t resolve. It’s more efficient for everyone involved.

Reduce time to resolution

Canned responses make customers happy by reducing the time it takes to get their issues fixed.

They do this in two ways:

  1. Instantly provide customers with relevant information to solve minor issues, such as troubleshooting, debugging, or simply where to find something (like how to cancel their account or invite a user).
  2. Free up your support team’s time, which will allow them to tackle larger customer issues, faster.

Mitigate human error

Canned responses can take a lot of guesswork out of the process. It’s tough to explain how to do something via phone or email. Through a canned response template, you can create an easy-to-follow template that eliminates human error on both sides. Customers can follow each step to the end, and it reduces the chances of a misunderstanding (and thus misguided guidance) when customers aren’t quite sure how to describe what they’re experiencing.

Streamline workflow

For your customer support reps, canned responses can have huge benefits. They’re likely receiving emails and notifications all day long about customer issues that need attention, right? Canned responses give them the ability to sort, prioritize, and respond quickly. 

For example, let’s say that in a given hour, a support rep receives emails for customers who need help with returns, and for customers who have tech support issues. The rep can use a template to send out returns information to those who need it. For customers with easily-fixable tech support issues, you can send them a template with instructions for that issue. Meanwhile, customers with more complex issues can be forwarded on to someone who can give more precise instruction.

15 battle-tested support ticket responses & examples

Now that you understand how using canned responses can benefit your team and your customers, let’s look at some tried and true support ticket templates. The examples below address many of the most common situations you’ll encounter—and they do it in a way that doesn’t make customers feel like they’re being ignored or passed over. 

Remember: It’s all about keeping the conversation positive, supportive, and on-message for your brand.

Below you’ll find 15 support ticket examples to help you build the best-in-class canned responses for your customers. 

But remember: don’t just copy and paste these. Tweak them to fit your product or service and brand voice.

Let's dive in!

1. Acknowledging receipt of customer support ticket

TL;DR: We got your message and we’re working on it!

Make this your go-to for a variety of situations that require email responses. If you don’t have an immediate answer for a customer, send this to assure them that you’ve forwarded their concerns on to someone on your team who can help. 

If possible, try to customize these messages with something specific to each customer’s concern. It doesn’t have to exactly address their issue, but if for example, you’re responding to tech-specific support requests, then say something like, “We’ve received your support request…” Or if you’re responding to a warranty request, then say, “We’ve received your warranty request…” Just changing one little word can make all the difference in making customers feel heard!

Template:

Hi [Customer Name],

Thanks so much for reaching out!

We’ve received your [type of request] request, and we just want to let you know that we’re working on it. You’ll hear back from us within [reasonable time frame].

Please let us know if you have additional questions or concerns. We’re here to help! Thank you for being a [Company Name] customer.

Sincerely,

[Your Name]

Zenefits acknowledgement and receipt of customer support ticket example

Why it works:

  • This is a quick and easy response that lets customers know their support request hasn’t been lost in the shuffle.
  • It assures them that your response team is available to help.

2. Updating the customer on support ticket status

TL;DR: We wanted to let you know that we’re still working on it!

There will be times where support cases take longer than either you or the customer expects. Those are the times to send this message.

In fact, this message is a way to stop trouble before it starts. The longer a customer has to wait to hear from you, the more they begin to think that you forgot about them or worse, that you’re ignoring them. Their frustration will start to rise as time goes by—and that’s not a great look for your company.

Build trust and prevent ruffled feathers with a quick reminder that you’re still working on the issue. 

Template:

Hey [Customer Name],

We wanted to send a quick update on the status of your issue.

Your issue is currently in progress as our team works hard to deliver you a solution. We’re making your request a priority, and we’ll reach out again when we have more updates. Thank you for your patience.

Kindly,

[Your Name]

Why it works:

  • This tells customers that they’re top of mind—and that’s a good thing because it will mitigate any frustrations that can arise if a customer feels ignored.
  • By sending this, you stop complaints and frustration before they can start.

3. Following up to alert customer of ticket resolution

TL;DR: We’ve closed your support ticket.

Sending a notice of a support ticket closure gives you the chance to do a couple of things:

First, it’s an opportunity to thank your customer for their patience while you were handling their issue. That can go a long way, especially when customers are frustrated by tech issues or other problems.

This is also a chance to clear up any misunderstandings. If, for whatever reason, the problem hasn’t actually been resolved (often because the customer hasn’t communicated whether or not the problem has been fixed), then you can encourage them to reopen the ticket or send a new one.

Template:

Hi [Customer Name],

Thank you for informing us of your issue. We’re glad we were able to help you come to a resolution.

If you’re still experiencing issues, or if there’s anything else that we can help with, please reply to this email or fill out [Contact Form] to open a new request.

Thank you for your patience.

Best,

[Your Name]

Why it works:

  • It provides a nice thank you to the customer, which can help soothe frustration.
  • This message also gives the customer a chance to follow up if they need anything else.
  • It serves as a written record for you and your support team, so that you know how the customer’s issue was fixed (in case you have a similar case in the future).

4. Providing self-service instructions

TL;DR: These instructions may help.

If you’re a tech support or customer care veteran, then you’re probably aware that a lot of the support issues you’ll receive come down to user error. And it’s not always the user’s fault! Sometimes the user experience isn’t intuitive and things are just unclear, which makes for steeper learning curves for new and inexperienced users.

Handle these requests with care. Don’t simply send the customer a link to your knowledge base, troubleshooting pages, or FAQs. If they’re already experiencing issues—and frustration—then sifting through information that may not be relevant will anger them even more. 

Instead, take the time to point out a specific page or set of instructions that’s relevant to their problem. Be sure to also encourage the customer to follow up if the instructions you sent them aren’t enough to resolve the issue.

Template:

Hi [Customer Name],

We’re sorry to hear that you’re experiencing issues with [Company Name]’s product. 

To get you up and running faster, I’ve included a link to some instructions that should be able to help you. [Include relevant link]

If this doesn’t resolve your issue, feel free to follow up to this email, and I’ll make sure to find a solution.

Best,

[Your Name]

Why it works:

  • This response can take some of the burden off the shoulders of your tech support team by offering a quick solution to a common problem.
  • It also helps soothe frustration, letting the customer know that you want to help resolve the problem quickly.
  • Lastly, it encourages the customer to follow up if the instructions you provided weren’t enough. This provides your support team with a great feedback loop to continuously improve your canned responses, knowledge base, and other company pages.

5. Collecting more information on a customer issue

TL;DR: To better serve you, we need additional information.

Information requests pop up occasionally. Sometimes it’s in regards to tech support issues, like when a customer doesn’t fully describe the issue, or when you need things like model numbers or operating systems (e.g., iOS vs. Android) to proceed. Other times, you might run into an issue when a customer places an order, and you need additional information in order to process that order. 

Either way, use something similar to the below template to gather more information.

Template:

Hi [Customer Name],

Thank you for placing an order/contacting us with a request for assistance. To proceed, we need some additional information. Please provide:

  • Create a list of the information you need.

We’re glad you chose [Company Name] for your [Product/Service]. If there is anything else we can do to help, please let us know.

Best,

[Your Name]

Why it works:

  • This clearly states the need for additional information, and provides an easy-to-follow list so the customer knows exactly what is needed.
  • It also expresses gratitude to the customer.

6. Taking ownership and apologizing for mistakes

TL;DR: We’re sorry for this mistake.

Mistakes happen to the best of us. When they happen to you and your company, the best thing you can do is own up to that mistake. Then, do everything you can to make it right—starting with a message to apologize and offer solutions.

It should look something like this:

Template:

Hello [Customer Name],

We wanted to reach out regarding your issue. This problem is on us, and for that, we apologize.

We know this mistake has inconvenienced you, and we want to make sure that we’re doing everything possible to resolve this for you. Here are the some steps we are taking:

  • List things you’re doing to troubleshoot or resolve the issue, or list items you can offer to provide value.

Again, we are very sorry for the inconvenience you’ve experienced. We’ll 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.

Take care,

[Your Name]

Why it works:

  • This response offers an apology, which can go a long way (when you have something to apologize for, of course).
  • It also gives you a chance to offer solutions or other ways for the customer to get their value.
  • It keeps things friendly and encourages the customer to ask any additional questions.

7. Requesting feedback

TL;DR: Were you satisfied with your experience?

A common saying in tech is “the closest to the customer wins.” Enter: customer feedback.

Across most customer support platforms, automated feedback surveys are sent once a ticket has been closed. Here are a few examples to spark your memory:

Feedback request: How would you rate the support you received?
Feedback survey: Rate your conversation with emojis

Taking things one step further, if you got a poor or average rating, you should also send a message to get the customer’s opinions and learn how you can improve.

Template:

Hi [Customer Name],

We’d like to hear more about your experience with our customer support team. If you have a moment, could you answer a few simple questions for us?

  • Include a link to a brief survey.

Here’s a reminder of what your support ticket was about:

  • Details about the support ticket.

Thank you for your time! 

Best,

[Your Name]

Why it works:

  • It’s short—and as a result, reassures the customer that it won’t take much time at all to fill out your survey.
  • It gives your team another source for customer feedback to ensure you’re able to improve your support efforts and continue to improve customer experience efforts.

8. Following up on feedback (negative and positive)

TL;DR: Thank you for taking the time to answer our questions.

When you request feedback, it’s important to thank the customers who take their valuable time to provide it—even when that feedback is negative. Take it as a learning experience and use that feedback to improve.

In the meantime, a simple thank you acknowledges your appreciation for customers who made the effort to share feedback with you.

Template:

Hi [Customer Name],

Thank you for taking the time to answer our questions. We value your feedback and use it to look for ways to improve.

[If Negative]:

We’re sorry your recent experience was less than satisfactory. Rest assured, we’re listening and working hard to do better in the future.

[If Positive]:

We’re pleased to hear that you enjoyed your experience, and we’ll strive to continue providing great customer experiences in the future.

Again, thank you for your feedback. It’s always appreciated.

Take care,

[Your Name]

Here’s a great example from MailerLite that shows their response to negative feedback:

MailerLite example of responding to negative feedback

Why it works:

  • It expresses gratitude for the customer taking their time to help.
  • It also apologizes for a negative experience—or expresses that you’re pleased when customers have great experiences.

9. Replying to product feature update requests

TL;DR: Thank you for your idea! We’re taking notes.

This is a response that so many companies overlook. In fact, a lot of customers may want a new feature—but most of them won’t bother to say so because people naturally assume these requests go unheard. 

Here’s the startling truth: 42% of companies never bother surveying customers or asking for feedback. Even worse, only 12% of people actually believe it when a company says that they put their customers first.

That’s a whole lot of built-in skepticism to overcome—and a response to feature or update requests can go a long way toward that goal.

Template:

Hey [Customer Name],

Thank you for submitting your idea. We’re listening and taking notes. Our team is excited to review your thoughts and pass them on to our product and engineering team for further consideration.

We receive so many awesome ideas from our customers, and we love hearing all of them. But please be aware that we can’t act on every idea immediately.

We’ll prioritize your idea according to our own review process. If selected, we’ll let you know.

If you have other ideas, feel free to send them via our submission form.

Thank you,

[Your Name]

Why it works:

  • It makes customers feel heard. And in a world where consumers so often feel like companies are ignoring them, this is huge.
  • It also lets customers know that while their ideas are under consideration, they shouldn’t expect that those ideas will be implemented right away.
  • Last, this response encourages customers to submit additional ideas—and that’s a great way to build long-term relationships with your customers.

10. Announcing new product features, upgrades, or releases

TL;DR: Here are all of the new updates we’ve released in the past few months that you’ll benefit from!

When you’ve got something new to offer, it’s smart to build buzz around it. And the best audience to market to? The audience you already have.

In other words, your customers!

Try this template whenever you have a product announcement to make:

Template:

Hi [Customer Name],

Thanks for being a loyal [Company Name] customer! Thanks to all of the feedback our customers have shared, we’re excited to announce some new product updates and features that we’ve released this past month, and we wanted you to be the first to know about it! 

  • Include details about the new launch.

Sound interesting? Feel free to reach out if you have any questions about the upcoming launch!

Thank you,

[Your Name]

This example from Atlassian to shows how they chose they announce new customer service features:

Atlassian example of announcing new customer service features

Why it works:

  • It’s short, which means customers are more likely to read all the way through rather than just skimming, then deleting.
  • It expresses gratitude for customer feedback and shows people that their feedback is not only heard, but acted upon as well.
  • It helps build excitement about the new product without reading like a hard sales pitch. It’s more of a friendly announcement or reminder.

11. Handling refund requests

TL;DR: About your refund request.

Your organization may or may not provide refunds, but regardless, you’ll almost certainly receive the occasional request for one. A template designed to handle it will ensure that you’re prepared for every request that comes through.

If your company doesn’t do refunds, then you need to respond carefully. Don’t make the customer feel like you’re brushing them aside in favor of their money. Be understanding and show concern. Ask to know more about the reason for the refund request and share context behind the decision. Often, these requests are an indication of something that your team can fix on your end.

On the other hand, if you do provide refunds, having a straightforward template will ensure that all customers get the same positive experience, regardless of which rep tackles it. (Not to mention it’ll make your reps' lives easier!)

Template:

Hey [Customer Name],

We’re sorry to hear that you’re not satisfied with our product/service, and we want you to know that we’ll work hard to make it right.

Even though we don’t provide refunds, there are several options available to help you get more from [Company Name]’s product/service.

  • List options here, like exchanges, store credits, discounts, and so on

Let us know which option suits you best and we’ll be sure to process your request right away. 

We would also love to hear what went wrong with your purchase so that we can improve in the future!

Thank you,

[Your Name]

Refunds can be tricky. Here’s how Calendly handled one request—and you’ll notice that they made sure to invite feedback.

Calendly refund request example

Why it works:

  • This message doesn’t brush the customer aside, but it does redirect the focus from a refund (which may be impossible) to alternatives that you can do. 
  • It assures customers that you’re committed to offering value, even when mistakes happen.
  • It also asks what went wrong so that you can collect feedback and potentially use it to avoid issues in the future.

12. Gauging customer satisfaction

TL;DR: How are things going?

This is a simple request—and it’s one that you can send out any time you want to collect information from your customers, although you can also send it out to follow up after customer interactions. However, for most customer interactions, you probably want to send an official “feedback request” message (see example #7).

Send this one to your email list, and use it to gather details about what people love (or dislike) about your products or services. Keep it friendly and—most importantly—keep it simple since most people don’t have the time or energy to provide in-depth feedback.

Template:

Hi [Customer Name],

We like to check in with our loyal customers to see how they’re doing. Would you mind taking a few minutes to answer some questions about your experience with our product/service?

  • Provide a survey link or list questions.

We value your feedback. Every bit helps us continuously improve.

If you have questions or comments, feel free to reach out at [Email or Contact Link].

Thank you,

[Your Name]

Why it works:

  • It’s a short message, one that tells the customer that the survey will likely be short, too.
  • It also lets the customer know that you value them.
  • By including contact information, you encourage the customer to reach out and engage, which helps build trust and make customers feel like you’re listening.

13. Updating the customer on support request escalation

TL;DR: We’ve escalated your support request.

There are lots of reasons to escalate a support request. For example, if you send out a canned response with instructions to troubleshoot a simple problem, but the problem turns out to be more complex than you thought, then you need to escalate it to the appropriate people. Other times, it may be something dealing with your returns policy, or something else that you can’t address.

That’s when you’ll need to use an escalation message. Try something like the one below.

Template:

Hi [Customer Name],

We’ve reviewed your request and determined that this issue is best handled by [Relevant Team]. We’ve shared information with them regarding your ticket and you should hear back from them soon.

Your case is important to us, and we’re working hard to find a solution. If you don’t hear back by [Timeframe], please reopen this ticket.

If you have any other questions, feel free to reply to this email and I’ll be happy to help.

Thank you,

[Your Name]

Why it works:

  • This demonstrates that you’ve reviewed the issue before responding, which helps the customer to feel like you haven’t rushed through a problem and diverted them to another team.
  • It also assures the customer that help is on the way.

14. Defusing an angry customer interaction

TL;DR: What we’re doing to resolve your issue.

If you’ve worked in customer service for any amount of time, you’ve no doubt encountered angry customers. It’s just one of those unavoidable things. Can’t please everyone, right?

Maybe you can’t please everyone—but there’s a lot you can do to defuse the situation when a customer is angry. The most important thing to remember is to keep it professional. There’s no need to be overly friendly or to apologize since in many cases, that can come across as patronizing and make the customer even angrier. Just address the issue at hand as professionally as possible.

Template:

Hi [Customer Name],

I understand that you’re experiencing issues with [Product/Service]. We’re working on resolving your issue by taking the following steps:

  • List steps to describe actions you and your team are taking to resolve the issue.

We appreciate that you brought this issue to our attention. You’re a valued customer here at [Company Name]. 

If you have additional comments or concerns, feel free to reach out. We’re always happy to help.

Best,

[Your Name]

Why it works:

  • This message makes no excuses nor apologies—both of which can make an enraged customer even angrier.
  • It spells out what you’re doing to find a solution in clear terms.
  • It also encourages the customer to respond, which makes them feel like you’re listening—always a good way to help defuse tension when tempers are running high.

15. Providing a product offer

TL;DR: We have a special offer for you!

There will be times when your company wants to reward loyal customers—or drive sales for new products and services. These are great times to send out special offers. 

For these emails, avoid coming across as overly pushy. State the offer and be sure to express gratitude for the customer’s loyalty.

Template:

Hey [Customer Name],

We're excited to share that you're in the top 10% of [Product Name] users! As a thank you, we wanted to share an exclusive offer with you.

[Special Offer Details]

Again, thank you for being a loyal customer. If you have questions, comments, or feedback, please let us know!

Take care,

[Your Name]

Here’s what it looks like in action:

Todoist example of providing a product offer and promotion

Why it works:

  • This message lays out the offer without the hard sales push.
  • It also thanks the customer for being loyal, and encourages engagement via the request for questions, comments, and feedback.

How to increase the impact of your support ticket responses

Now that you’ve got some ideas for creating your own canned responses, it’s time to learn how to increase their impact. Below are some tips that may help.

Personalize your response

You create canned responses to make life easier—but they shouldn’t sound canned, because that puts people off. 

So, how do you make the conversation feel real?

  • Write your templates to line up with your brand’s voice. 
  • Speak to customers like people. 
  • Keep it professional and personable.
  • Avoid using jargon or hard sales pitches.
  • Keep your templates focused and on-topic.

Be positive

Being positive means more than writing cheerful messages. It means being empathetic and finding ways to connect without being too friendly

Why is it bad to be too friendly? To put it simply, it can feel fake or overly “schmoozy,” which is a turn-off for some people. Keep things professional and positive to create the best interactions.

You can say things like:

  • Thanks for reaching out.
  • I’d be happy to help you today.
  • Have a great week/weekend.
  • I hear your concerns and I’m working to find a solution.

These are the sorts of things you can say to connect without sounding negative or overly friendly.

Update your canned responses and templates

When you use canned responses and templates, it’s a wise idea to update them periodically. Schedule time to update them on a regular cadence so that customers who contact you more than once don’t get the same recycled message. It’s a good way to prove that you’re human and not a bot.

Speaking of speaking like a bot, there are lots of overused phrases to avoid, like:

  • We apologize for any inconvenience.
  • Thank you for your time and consideration.
  • We value each customer.

When in doubt? Avoid the royal “we” in favor of “I”—or use phrasing that avoids the pronouns altogether. Instead of referring to customers in the third person, refer to them directly with “you” and “your.”

Keep it conversational

It’s always smart to avoid using jargon wherever possible. Your messages shouldn’t read like a technical manual. 

The biggest reason why? Because for most people, reading jargon-heavy language is a chore. Here are two examples to consider:

  • 🚫 Best practices include a multi-step array of tasks.
  • ✅ These steps typically provide the best results.

Use tools to improve communication 

The great thing about creating email templates is that you don’t need a lot of tools to do it—just word processing software and your company’s email app.

Past that, look into separate editing tools to help improve spelling, grammar, and phrasing. Grammarly is one option to help you compose clear, bold text free of mistakes. You can also use the Hemingway App for free to hunt for passive voice, overly complex sentences, and other issues. 

Just don’t let apps take over your writing! Use them as a guide to point out things you might like to fix.

Discover the perfect customer support tool to improve customer satisfaction 

We realize that there are tons of tools out there to choose from, and that’s where we come in. TestBox lets you try out some of the best customer support software on the market today—before making a purchase decision! You can compare tools to help you automate responses or sort and tag tickets, or find out how automated ticket deflection can cut down your workload by answering simple questions. Dive into TestBox to get started today!

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Pedals

Pedals is a beloved member of the TestBox team whose entire goal in life is to author amazingly helpful blog posts and to cameo on every piece of TestBox swag.

TestBox empowers you to have a self-serve, customer-led experience so you can buy new software and feel confident that you made the right choice. Currently focused on Customer Support, TestBox allows you to test out Zendesk, Freshdesk, HubSpot, Dixa, and other products side-by-side. It takes a matter of minutes to sign up and take these products for a test drive. Find out more at TestBox.com or follow on LinkedIn.