How to write a closing support ticket email (with templates you can use)

How to write a closing support ticket email (with templates you can use)

TL: DR

  • Closing support tickets are a crucial part of customer support as they serve as the last impression your customer will have of your business.
  • Some of the pros of closing support tickets include consistent branding, faster response times, improved CSAT scores, and reduced customer dissatisfaction.
  • Like with anything else, there are also a few cons. Templates can feel impersonal and dismissive, so including personal information or details about your conversation can help.
  • We've compiled closing support ticket templates for a few different scenarios, including when a ticket is resolved, when it is closed due to inactivity, when it was escalated and when you need to ask a customer for a review or to respond to a CSAT survey.

As a support agent, there are tons of different situations you'll face when closing out a support ticket. Whether you're dealing with a customer complaint, sending an acknowledgment that a task has been completed, or simply closing out the conversation, it's important to craft the right closing support ticket email.

Contacting customer support may be the only time that a customer interacts with a brand, so it's vital to make a good impression and set the stage for further communication. In fact, for 86% of people, good customer support turns one-time clients into long-term brand champions.

To help you make the most of closing out a support ticket, here are some tips and closing support ticket email templates you can use.

Best practices for closing support ticket emails

Before we dive into the templates, here are some best practices for closing out a support ticket.

Be clear and concise

When closing a support ticket, make sure that you're being direct and to the point. Your closing email should include a summary of what has been discussed in the conversation and any final information that needs to be communicated.

Proofread before sending

It's also important to proofread your closing email for any typos or grammatical errors. You want to give the impression that you're both professional and attentive. Whether you're closing out the conversation or setting up a follow-up, make sure your closing email is perfect before sending it.

Thank the customer

Always thank the customer for taking the time to contact you and being patient throughout the process. This small gesture will make them feel appreciated and can help strengthen your relationship with them.

Personalize the message

Whenever possible, try to personalize closing emails with customer-specific information. For instance, include their name and any other pertinent information you collected in the course of your conversation.

Provide an actionable closing statement

When closing out a support ticket, be sure to provide an actionable closing statement for the customer to follow up on if needed. This could be something like, "If you have any further questions, please don't hesitate to reach out."

Include a closing salutation

When closing your email, make sure to include a closing salutation like "Thank you for choosing ABC Company" or "Have a great day!". This helps add an extra layer of politeness that can go a long way towards creating a good impression.

Pros of using email templates

Not sold on using closing support ticket email templates? Here are some of the advantages that may make you reconsider:

Keeps the message consistent across the company

One of the main advantages of closing support ticket email templates is that it keeps the message consistent across your customer support team. This helps ensure that customers are receiving consistent messaging, regardless of who they're talking to. When your company's brand is the same across the board, customers will feel more secure and have a better overall impression of your company.

Helps improve your CSAT score

Using closing support ticket email templates can help improve your customer satisfaction (CSAT) score. By providing clear, concise closing emails that are personalized with the customer's information and an actionable closing statement, you're setting the stage for a positive closing experience that will leave customers feeling satisfied.

Speeds up your response time

Closing support ticket email templates can help speed up your response time. When you have a library of closing emails to draw from, it's much easier for customer support teams to quickly compose closing messages without having to start from scratch every time. Since 90% of customers rate an "immediate" response as essential or very important when they have a customer support question, this can help significantly improve customer experience.

Reduces the chances of customer dissatisfaction

Lastly, closing support ticket email templates reduce the chances of customer dissatisfaction. When closing emails are clear, concise, and personalized, customers are more likely to feel satisfied with their overall experience, leading to fewer customer complaints and higher CSAT scores.

Cons of using email templates

As with any tool, closing support ticket email templates can have some downsides. Here are a few of the cons to consider:

Can be impersonal

While closing support ticket email templates can help provide consistency across your customer support team, they can also come off as a bit impersonal. Customers don't want to feel like their issue is just another ticket that you're closing out. Try to make closing emails as personalized as possible, so customers feel like their problem is actually being resolved.

Can take longer to compose closing emails

Find yourself taking longer and longer to craft closing emails? While closing support ticket email templates can help speed up the process, it can still take time to customize closing messages for each customer. Keep in mind that this may be necessary if you want your closing emails to come off as personalized and professional.

May lead to copy-paste errors

Copy-paste errors can be one of the downsides of using closing support ticket email templates. If you're not careful, it's easy to end up sending out closing emails with the wrong customer information. Make sure to double-check closing emails before sending them out, so customers don't receive incorrect or outdated information.

Examples of closing support ticket email templates

We've put together a few closing support ticket email templates that you can use as a starting point for your closing emails. Feel free to make any changes to these templates to better fit your customer support team's needs.

General closing support ticket email

Thank you for reaching out to (company). We hope we were able to provide a satisfactory resolution to your issue.

If you have any further questions or concerns, please don't hesitate to reach out. We're always happy to help!

Thanks again for choosing (company) and have a great day!

Follow up

Our team is reaching out to follow up on your support ticket from (date). We hope the resolution we provided was satisfactory.

If you feel like the resolution should have been handled differently, or if you have any other questions, please don't hesitate to reach out.

Thanks again for choosing (company) and we look forward to hearing from you!

Successfully resolved an issue

Thank you for reaching out to (company) about your issue. We're glad to hear that the resolution we provided was satisfactory!

If you have any further questions or concerns, please don't hesitate to reach out. We're always happy to help!

Issue wasn't able to be resolved

We apologize for any inconvenience. We understand the frustration that comes with having an issue unresolved, and we want to thank you for reaching out to us about it.

If we can help in any other way, please don't hesitate to reach out.

Thanks again for choosing (company) and have a great day!

Request has been escalated and forwarded to another agent

Thank you for reaching out to (company). We understand that your request requires more specialized attention, so we have forwarded it to one of our agents who specializes in this issue.

We apologize for any inconvenience and hope that the agent will be able to provide a satisfactory resolution ASAP. Please don't hesitate to reach out if you have any other questions.

Includes a link to leave a review or answer a CSAT survey

Thanks for reaching out to (company). We hope the resolution we provided was satisfactory.

If you have a few moments, please consider taking a brief customer satisfaction survey (link) so that we can continue to improve our services. Your feedback is invaluable and greatly appreciated!

Closed due to inactivity

Thank you for reaching out to ABC Company. We understand that your issue may have been resolved in the meantime, so we are closing this ticket due to inactivity.

If you require any more assistance with this issue or have any other questions, please don't hesitate to reach out. We're happy to help!

Wrapping It Up

These closing support ticket email templates can be a great starting point for your customer support team. By closing tickets in a clear, concise, and personalized manner, you can reduce the chances of customer dissatisfaction and improve the overall level of customer experience.

Author

Shifa Rahaman

Content Marketing Manager

Contributor