5 Great Support Ticket Email Templates To Copy & Paste

Dealing with support tickets is a core part of any business. To help you handle them with grace and efficiency, we've broken down the five essential email templates you'll need.

Having a solid template on hand means you're not starting from scratch every single time.

Tips for Writing Support Ticket Emails

• Personalize your reply. Start with their name. It’s a simple gesture that makes your support feel human and direct, not automated.
• Keep it scannable. Use short paragraphs and bullet points to break down instructions. Good design isn't just for websites; it matters in your emails, too.
• Be transparent about timing. If you don't have an immediate answer, that's okay. Just let them know what you're doing and when they can expect an update. It shows respect for their time and builds trust.
• Mirror their language. If a customer describes a problem using certain words, use those same words in your reply. It shows you’re listening carefully and understand their specific issue.
• Provide a clear closing. End every email by defining the next step. Is the ticket closed? Are you waiting for their reply? Make it obvious so there's no confusion.

Types of Support Ticket Email Templates We Will Cover

1. New Ticket Submission Email Template
2. Ticket Acknowledgment Email Template
3. Ticket Update Notification Email Template
4. Ticket Resolution Email Template
5. Ticket Feedback Request Email Template

5 Support Ticket Email Templates

1) New Ticket Submission Email Template

<template>

Subject: We've got your request: #[*Ticket Number*]

Hi [*Customer Name*],

Thanks for reaching out. This email confirms we've received your support request and have created ticket #[*Ticket Number*] for you.

Our team is reviewing your message and will get back to you within [*Timeframe, e.g., 24 hours*]. If you have any more details to add, feel free to reply directly to this email.

We'll be in touch soon.

Best,

[*Your Name*]

[*Your Title*]

[*Company Name*]

</template>

2) Ticket Acknowledgment Email Template

<template>

Subject: An update on your ticket #[*Ticket Number*]

Hi [*Customer Name*],

My name is [*Your Name*], and I'm personally handling your support ticket regarding [*briefly describe the issue*]. I've reviewed the details you sent over and am actively working on it now.

I'll be in touch with another update within [*Timeframe, e.g., the next few hours*]. If you think of any other details in the meantime, feel free to reply to this email.

Talk soon,

[*Your Name*]

[*Your Title*]

Flodesk

</template>

3) Ticket Update Notification Email Template

<template>

Subject: An update on your ticket #[*Ticket Number*]

Hi [*Customer Name*],

Just a quick note to let you know we're still working on your request regarding [*briefly describe the issue*].

We're currently [*explain the current status, e.g., running some tests or waiting for feedback from our engineering team*]. We are making progress and will let you know as soon as we have a resolution.

We appreciate your patience and will be in touch with another update by [*Timeframe or Date*].

Best,

[*Your Name*]

[*Your Title*]

Flodesk

</template>

4) Ticket Resolution Email Template

<template>

Subject: Your ticket #[*Ticket Number*] has been resolved

Hi [*Customer Name*],

Good news! We've resolved your ticket regarding [*briefly describe the issue*].

The issue was [*briefly explain the cause*], and we've now [*explain the fix, e.g., adjusted your account settings or rolled out a patch*]. Everything should be working as expected now.

If you have any other questions, just reply to this email. Otherwise, we'll consider this ticket closed.

All the best,

[*Your Name*]

[*Your Title*]

Flodesk

</template>

5) Ticket Feedback Request Email Template

<template>

Subject: How did we do on ticket #[*Ticket Number*]?

Hi [*Customer Name*],

Now that your support ticket #[*Ticket Number*] is closed, we'd love to hear how we did. Your feedback is essential for helping us improve our support.

If you have a moment, could you let us know how your experience was by replying to this email? We read every piece of feedback.

Thanks for helping us get better.

Best,

[*Your Name*]

[*Your Title*]

Flodesk

</template>

What About Using Flodesk?

While these support ticket templates are a great starting point for your customer service, Flodesk provides the tools to manage all your email communications in one place. We offer intuitive email marketing for small businesses, designed to help you build and monetize your email list without any technical hurdles. You don't need a background in coding or design to create, send, and automate emails that connect with your audience and support your business goals.

Our platform gives you access to a straightforward email builder, effective automations, and well-designed forms. These tools are built to help you send emails that not only look professional but also convert. Used by thousands of businesses, Flodesk provides everything you need for effective email marketing, minus the usual complexity.

Wrapping Up

These templates provide a solid foundation for your support communications. Clear and consistent emails are essential for building customer trust.

For all your other email needs, Flodesk offers a simple way to design and automate your marketing. Sign up to start sending emails that connect with your audience.