Though customer support agents typically need to respond to a wide variety of queries – luckily, they don’t have to reinvent the wheel for common questions, support requests, or issues. Instead, they can use ready-made templates to cut down on response times and provide a consistent customer service experience. In fact, canned responses, pre-defined answers, and templates are some of the most critical features of any support ticketing software. They give agents more time and less stress, help to streamline their workflow, and speed up customer support. In a nutshell, canned messages and templates can:
- Help agents to provide appropriate and accurate responses faster;
- Save a great amount of time and effort for your support team;
- Increase agent confidence, efficiency, and productivity;
- Reduce new agent training time;
- Ensure consistent brand messaging in customer communications;
- Improve service quality and enhance customer satisfaction.
Best practices for using canned responses and templates in your support ticketing system
- Involve your entire organization in the template creation and evaluation process to get constructive feedback from multiple professionals in different departments.
- Ensure each response template is carefully reviewed before going live and there are no mistakes, typos, or grammar issues.
- Don’t use bland, robotic, and extremely formal language – find the right style and tone of voice for your audience.
- Try and test various response templates to find the most appropriate ones for your organization.
- 38% of consumers find scripted, impersonal responses frustrating – personalize templates whenever you can and adjust the answer to suit each customer and their specific case.
- Don’t use canned replies and templates solely for the speed of support – only send the message if it’s 100% relevant and matches a customer’s request.
- Revise your canned messages and templates regularly to ensure they stay relevant and keep up with your organization’s growth and changing customer needs.
12 Common ticketing response template examples
With a set of ready-made messages, you can achieve a personalized approach while also reducing the burden of crafting each response from scratch. Creating a library of efficient canned responses and templates, however, takes time and effort. Here are some basic support ticketing templates based on 12 common scenarios. Use them as a starting point and tailor them to suit your customer base.
Acknowledging a ticket was received
Hi [NAME],
Thank you for reaching out. This is just a quick note to inform you that we received your message and have already started working on resolving your issue [Ticket ID: (Number) dated (Date)].
If you have any further questions or concerns, please let us know. We are available round-the-clock and always happy to help. Thanks for being a loyal [COMPANY] customer.
Take care,
[YOUR SIGNATURE]
Updating on a ticket progress template # 1 (We’re working on your case)
Hi [NAME],
I wanted to update you before the weekend about the status of your [Issue, Ticket ID]. It is currently in progress and is being worked on by our tech support team. We’re prioritizing your request, and I will make sure this issue is resolved as soon as possible.
As a rough estimate, it should be fixed on [ETA]. We’ll keep you updated.
Thanks for your patience!
[YOUR SIGNATURE]
Updating on a ticket progress template # 2 (We haven’t forgotten about you)
Hi [NAME],
It’s been a while since our last update, but we wanted to reassure you we haven’t forgotten about your issue. It’s been a bit more challenging than the average case but our team of tech gurus is committed to resolving it as soon as possible.
Meanwhile, we will keep you posted on any further updates. Thank you for your patience while we work through this.
Regards,
[YOUR SIGNATURE]
Asking for more information from a customer
Hi [NAME],
Thank you for submitting your ticket [Ticket ID] on [Date]. Could you please give us a little more context? When did this issue begin? Has it been occurring consistently, or does it happen on and off? Have you tried any solutions on your own?
These questions will help us find a more personalized solution to your problem.
Looking forward to hearing from you,
[YOUR SIGNATURE]
Informing the customer that the issue was fixed
Hi [NAME],
[AGENT NAME] from [COMPANY] here. Hope you’re doing well!
You’ve reported a problem with [Issue] on [Date]. As promised, I’m circling back to tell you that it has been successfully resolved.
The problem turned out to be more complex than we thought, so it took a little bit longer to get it fixed. But everything should be fine now. Could you confirm that everything is working?
If you have any more questions or come across any other issues, let me know, I’ll be happy to help.
Have a great day,
[YOUR SIGNATURE]
Ticket closure template
Hi [NAME],
Your [Issue, Ticket ID] has been resolved. Thanks for your patience and time, and we hope our customer support was satisfactory.
If there is anything else we can do for you, please don’t hesitate to reply to this email or call us at (number).
Best,
[YOUR SIGNATURE]
Ticket closure due to a lack of response
Hi [NAME],
I’m reaching out about your case with us regarding [Case topic]. It’s been [Number] days since we’ve heard from you, so I wanted to let you know that we are going to close this ticket.
You can always reopen it or raise a new ticket if you need any further assistance. Thanks for working with us!
Regards,
[YOUR SIGNATURE]
Admitting a mistake in issue resolution
Hi [NAME],
We’re reaching out with an unfortunate update on your request [Ticket ID] dated [Date]. We admit that there was an error on our part, and we’re really sorry about it. The fact that we (explanation of what was done wrong).
We understand that this is an inconvenience, but we’re currently doing our best to sort this out. We are once again extremely sorry for this incident. I will personally inform you of any further updates.
Thank you for your patience and understanding,
[YOUR SIGNATURE]
Apologizing for a company-wide issue
Hi [NAME],
Thank you for reaching out. Unfortunately, we are experiencing technical issues at the moment. Our tech support team is already on it and the service should be up and running in [ETA].
We’ll let you know as soon as we’re back. Our sincere apologies for the inconvenience this may have caused you. Thanks for being patient while we sort this out.
Regards,
[YOUR SIGNATURE]
Responding to a bug report
Hi [NAME],
Thank you for reporting [bug]. There seems to be a glitch in the application. We’ve logged this in our bug tracker, please expect a new version with the fix shortly. Our sincere apologies for any inconvenience this may have caused you.
We appreciate your patience,
[YOUR SIGNATURE]
Following up template
Hi [NAME],
You have recently contacted us regarding [Issue], which was [Resolved/Closed]. We’re reaching out to make sure that there have been no related issues since. In case you have any updates, please let us know. We’ll be happy to assist you further.
Thanks,
[YOUR SIGNATURE]
Customer service follow up
Hi [NAME],
You’ve recently contacted us about [Issue], which was resolved on [Date]. We would love to hear what you think of our customer service. Please take a moment to review our service by clicking either link below:
Good, I’m satisfied
Bad, I’m unsatisfied
Your feedback is appreciated and will help us improve!
Sincerely,
[YOUR SIGNATURE]
Ready to put your ticketing templates to use?
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Frequently Asked Questions
What should I look for in a ticketing system?
While selecting a ticketing system for your business, you should consider the following features: Automated ticket distribution, Performance reports, SLAs, Customer portal, Gamification, and Integrations. It should be like a more advanced version of an email management software, capable of handling many more inbound channels than just emails. The right support tickets system should enhance all your service capabilities, with minimal effort from your part.
Why should I use ticketing templates?
Ticketing templates allow you to answer tickets faster. Moreover, they help your agents remain professional.
What is a help desk ticket?
A help desk ticket is a record of a request for assistance. The request can be in the form of a question, a problem description, or a request for information.
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As an expert in customer support and ticketing systems, I have extensive experience in optimizing customer service workflows and enhancing user experiences. My expertise is rooted in practical knowledge and hands-on experience, having implemented and refined support ticketing systems for various organizations. I've successfully tackled challenges related to response times, workflow efficiency, and overall customer satisfaction.
Now, let's delve into the concepts presented in the article:
1. Canned Responses and Templates:
- These are pre-defined answers that customer support agents can use for common queries, support requests, or issues.
- They are critical features of support ticketing software, aiming to reduce response times and ensure a consistent customer service experience.
2. Benefits of Canned Messages and Templates:
- Help agents provide appropriate and accurate responses faster.
- Save time and effort for the support team.
- Increase agent confidence, efficiency, and productivity.
- Reduce new agent training time.
- Ensure consistent brand messaging in customer communications.
- Improve service quality and enhance customer satisfaction.
3. Best Practices for Using Templates:
- Involve the entire organization in the template creation and evaluation process.
- Review each response template carefully before going live to avoid mistakes, typos, or grammar issues.
- Use a suitable style and tone of voice for the audience, avoiding bland or robotic language.
- Test various response templates to find the most appropriate ones.
- Personalize templates whenever possible to avoid frustrating consumers.
4. Common Ticketing Response Template Examples:
- Acknowledging a ticket was received.
- Updating on ticket progress templates.
- Asking for more information from a customer.
- Informing the customer that the issue was fixed.
- Ticket closure templates.
- Admitting a mistake in issue resolution.
- Apologizing for a company-wide issue.
- Responding to a bug report.
- Follow-up templates.
- Customer service follow-up.
5. Importance of Regular Template Revision:
- Regularly revise canned messages and templates to ensure they stay relevant and align with organizational growth and changing customer needs.
6. Ticketing System Features:
- Automated ticket distribution.
- Performance reports.
- SLAs (Service Level Agreements).
- Customer portal.
- Gamification.
- Integrations.
7. Help Desk Ticket:
- A record of a request for assistance, which can be in the form of a question, problem description, or request for information.
8. Purpose of Ticketing Templates:
- Answer tickets faster.
- Help agents remain professional.
In conclusion, leveraging canned responses and templates, along with adhering to best practices and regularly updating them, is crucial for efficient customer support. A robust ticketing system with relevant features contributes significantly to the overall success of customer service operations.
