Last Updated: 2/19/2026

Email Templates

Initial Response Template

Subject: Re: [Customer’s Subject Line]

Hi [Customer Name],

Thank you for contacting us! I’ve received your message and I’m here to help.

[Acknowledge their specific issue/question]

[Provide solution or next steps]

If you have any other questions or need further assistance, please don’t hesitate to reach out.

Best regards,
[Your Name]
Customer Support Team

Follow-Up Template

Subject: Following up on [Issue]

Hi [Customer Name],

I wanted to follow up on [issue/question] from [date].

[Provide update or check if issue is resolved]

Please let me know if you need any additional help!

Best regards,
[Your Name]
Customer Support Team

Resolution Confirmation Template

Subject: Your issue has been resolved

Hi [Customer Name],

Great news! [Describe what was fixed/resolved]

[Explain what was done]

Everything should be working properly now. Please let me know if you experience any further issues.

Thank you for your patience!

Best regards,
[Your Name]
Customer Support Team

Escalation Template

Subject: We’re looking into this further

Hi [Customer Name],

Thank you for bringing this to our attention. I’ve escalated your case to our [technical team/specialists] for further investigation.

[Explain what happens next]

You can expect to hear back from us within [timeframe]. Your ticket number is [#].

We appreciate your patience as we work to resolve this.

Best regards,
[Your Name]
Customer Support Team

Apology Template

Subject: We apologize for the inconvenience

Hi [Customer Name],

I sincerely apologize for [issue/inconvenience]. I understand how frustrating this must be.

[Explain what happened and what you’re doing to fix it]

[Offer compensation or goodwill gesture if appropriate]

Thank you for your patience and understanding.

Best regards,
[Your Name]
Customer Support Team

Closing Template

Subject: Closing your support ticket

Hi [Customer Name],

I haven’t heard back from you regarding [issue], so I’m assuming everything is working well now. I’m going to close this ticket, but please don’t hesitate to reach out if you need anything else.

We’re always here to help!

Best regards,
[Your Name]
Customer Support Team