Customer Support Email Templates: 25 Replies You Can Copy

Hi [Customer name],

Thanks for reaching out. We've received your message and created ticket [Ticket ID] to track it.

Someone from our team will reply within [response time]. If you have anything to add, just reply to this email and it will be added to the same ticket.

Best, [Company] Support

Hi [Customer name],

Thanks for the details so far. To look into this properly, could you send us:

• [Detail 1, for example the email you use to log in]
• [Detail 2, for example a screenshot of the error]
• [Detail 3, for example the browser or device you're using]

As soon as we have this, we'll pick it up right away.

Thanks, [Agent name]

Hi [Customer name],

Thanks for your patience. This needs a closer look from our [team, for example engineering or billing] team, so I've passed it to them with all the details you sent.

You don't need to do anything else. We'll update you by [date or time frame], or sooner if we have news.

Best, [Agent name]

Hi [Customer name],

Thanks for your message. Our team is offline right now and will be back on [day] at [time and time zone].

Your ticket number is [Ticket ID]. We'll reply as soon as we're back. In the meantime, you might find a quick answer in our help center: [help center link].

Best, [Company] Support

Hi [Customer name],

Sorry you're having trouble getting in. Here's what usually fixes it:

1. Go to [login page link] and click "Forgot password".
2. Enter [the customer's email address] and check your inbox (and the spam folder) for the reset link.
3. Open the link within [time limit] and choose a new password.

If the email doesn't arrive in a few minutes, reply here and we'll check your account directly.

Best, [Agent name]

Hi [Customer name],

Good question. You can do this from [where in the product]:

1. [Step 1]
2. [Step 2]
3. [Step 3]

We also have a short guide with screenshots here: [help article link].

Let me know if anything isn't clear.

Best, [Agent name]

Hi [Customer name],

Thanks for the suggestion. [Feature] isn't available today, but I've shared your request with our product team, along with how you'd use it.

We can't promise a date, but requests like yours are how we decide what to build next. In the meantime, [workaround, if there is one].

We'll let you know if it ships.

Best, [Agent name]

Hi [Customer name],

Thanks for reporting this, and for the details. We were able to reproduce the problem, so it's definitely a bug on our side, not something you did.

Our team is working on a fix. Until then, you can [workaround]. We'll write to you as soon as it's solved.

Sorry for the trouble, [Agent name]

Hi [Customer name],

Good news: the issue you reported with [short description] is now fixed. You may need to [refresh the page / update the app] to see the change.

Thanks again for letting us know. Reports like yours help us improve the product for everyone.

If anything still doesn't look right, just reply to this email.

Best, [Agent name]

Hi [Customer name],

You'll find your invoice for [period] attached to this email. You can also download all your invoices anytime from [billing page link].

[Answer to the specific billing question.]

If you need the invoice issued to a different company name or with a tax ID, reply with the details and we'll update it.

Best, [Agent name]

Hi [Customer name],

We've processed a refund of [amount] for [order or plan]. Depending on your bank, it can take [number] business days to appear on your statement.

Sorry this didn't work out as expected. If there's anything we could have done better, we'd really like to hear it.

Best, [Agent name]

Hi [Customer name],

Thanks for getting in touch, and I understand this isn't the answer you were hoping for. Because [reason, for example the purchase was more than 30 days ago], we're not able to offer a refund under our [policy name with link].

What we can do is [alternative, for example pause your plan, offer a credit or help you get the most out of it]. Would that help?

Best, [Agent name]

Hi [Customer name],

You're right, and I'm sorry. [Clear description of what went wrong.] That shouldn't have happened.

Here's what we've done: [fix]. To make sure it doesn't happen again, [prevention step].

[Optional: As a thank-you for your patience, we've added [credit or gesture] to your account.]

Thank you for telling us, [Agent name]

Hi [Customer name],

I can see how frustrating this has been, especially after [what the customer went through]. I'm taking care of this personally from now on.

Here's where things stand: [current status]. The next step is [action], and I'll update you by [specific time], even if it's only to say we're still on it.

If it's easier to talk it through, I'm happy to set up a quick call.

[Agent name]

Hi [Customer name],

Thanks for letting us know. We're currently having an issue that affects [what's affected], and our team is working on it right now.

You can follow live updates at [status page link]. We'll also reply to this ticket once everything is back to normal.

Sorry for the disruption, [Company] Support

Hi [Customer name],

I wanted to give you an honest update: [order, request or project] is taking longer than we expected because [short reason]. The new estimate is [date].

I know this isn't ideal, and I'm sorry for the wait. [Optional: what you're offering to make up for it.] We'll let you know right away if anything changes.

Best, [Agent name]

Hi [Customer name],

Just checking in on this. Were you able to [try the suggested solution]?

If you still need help, reply to this email and we'll pick it up from here. If everything's working, there's nothing else you need to do.

Best, [Agent name]

Hi [Customer name],

We haven't heard back from you, so we're closing ticket [Ticket ID] for now.

If you still need help, just reply to this email. Your reply will reopen the ticket and we'll continue right where we left off.

Best, [Company] Support

Hi [Customer name],

Glad we could sort this out. To recap: [one-sentence summary of the problem and the solution].

We've marked your ticket as resolved. If anything else comes up, reply to this email or write to us at [support address].

Have a great [day/week], [Agent name]

Hi [Customer name],

Your recent request about [topic] has been resolved. Could you tell us how it went? It takes one click:

[Rating link or buttons]

Every answer is read by our team and helps us improve.

Thank you, [Company] Support

Hi [Customer name],

Sorry to hear the problem is back. I've reopened your ticket and I'm looking into it now, with the full history of what we tried last time.

To speed things up, could you tell me [what changed / when it started again]? I'll update you by [time].

Best, [Agent name]

Hi [Customer name],

Welcome aboard. I'm [Agent name], and I'm part of the team that will help you if you ever get stuck.

Three things that help most new customers get started:

1. [First step with link]
2. [Second step with link]
3. [Third step with link]

If you have any questions, reply to this email. It comes straight to our support team.

Best, [Agent name]

Hi [Customer name],

Sorry to see you go. I've [cancelled your plan / scheduled the cancellation for date], and you'll keep access until [date]. You won't be charged again.

If you have a minute, I'd love to know what we could have done better. And if the reason was [common reason, for example price or a missing feature], [alternative you can offer].

Thanks for being a customer, [Agent name]

Hi [Customer name],

Your account is now on the [Plan name] plan. Here's what's new for you:

• [Feature or limit 1]
• [Feature or limit 2]
• [Feature or limit 3]

Your next invoice will be [amount] on [date]. If you'd like a hand setting anything up, just reply to this email.

Best, [Agent name]

Hi [Customer name],

Thank you for the kind words. I've shared your message with the team, and it made our day.

If you have a moment, a short review on [review site link] would help other teams find us. No pressure at all.

Thanks again, [Agent name]