23 Canned Support Ticket Response Examples for Fast Resolutions

Improve your support team's speed with our collection of 23 canned ticket response examples. Perfect for fast and effective customer service resolutions.

Aug 18, 2024

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23 Canned Support Ticket Response Examples for Fast Resolutions

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Every customer has a voice. When they have a question or issue, they want answers fast. If they can't find the information they need, they'll contact your business for help. For example, if a customer has to wait long to respond to their ticket, they won't be very happy—even if the answer solves their problem. Support ticket response examples can help your team optimize workflows to improve customer experience and boost satisfaction scores without additional costs. This blog will showcase a variety of responses to support tickets, customer service KPIs and how they can help your team.

AI customer support tools like ChatBees.ai can help you implement solutions from support ticket response examples. The faster your business can respond to support tickets, the happier your customers will be.

What Is a Support Ticket?

A support ticket describes the interaction between a customer and a service representative. Tickets consist of your customer’s message, personal data, and internal systems info that your team uses to route, track, and monitor conversations.

It’s the essential element of any customer experience-related job, allowing your business to create, update, and hopefully resolve any issues your end-users might have. A good support ticketing system allows your organization to manage and maintain a list of common issues or questions your customers may have.

Streamlining Customer Support with Modern Help Desk Solutions

Help desk software has greatly simplified triaging and solving customer issues. While some organizations might wrestle with shared inboxes and spreadsheets, a solution that organizes incoming tickets, employs automation, and directs queries to the appropriate place can be a huge time saver—not to mention provide a better overall experience for customers.

Customer support staff can deal with a much higher ticket volume while offering quicker response times thanks to the wonders of the modern help desk. Right from the moment a ticket is received to when it is marked as closed, a support ticket goes through different stages and takes many forms. Here are the different types of support tickets that you should know:

Different Types of Support Tickets

1. Open Ticket

When a customer support ticket is open, a customer’s question has

not been answered, or his problem has not been resolved. Every new ticket that lands in the help desk inbox is openby default. Open tickets must be assigned to relevant agents at the right time for faster ticket resolution.

2. Escalated Ticket

Sometimes, your ground-level or Tier-1 agents can't resolve all support tickets independently. A ticket is escalated as they might not have the necessary skills, knowledge, or authority to resolve tickets and might need further help from senior reps. Compared to other tickets, escalated tickets consume more time to resolve.

3. High Priority Ticket

Customer service teams deal with hundreds of support requests daily, and deciding which must be resolved is almost impossible. A support ticket system makes it easy to set a ticket's priority as High, Normal, or Low. High-priority tickets create a sense of urgency among your agents as they must be resolved first.

4. Rated Ticket

As the name suggests, a rated ticket refers to a support ticket that a customer has rated. Once a ticket is resolved, customers are usually asked questions such as, How

would you rate your experience interacting with our support agent today?

Customers can rate their experience on a scale of 1-5, and customer service managers can see all rated tickets in the reporting section.

5. Closed or Resolved Ticket

When the most appropriate solution is shared with the customer, and the problem is solved, the support ticket is marked as resolved. The ticket lifecycle's final stage reflects your team's success in assisting customers. It is important to note that many businesses use the terms ‘resolved’ and ‘closed’ interchangeably.

6. Re-opened Ticket

A support ticket is reopened when a customer encounters a similar problem or has a follow-up question/request soon after closing the ticket. Your customers can reopen tickets from their portal or by your agents from their help desk dashboard. Regular reopens might signal that agents mark tickets as closed without ensuring the customer’s problem is resolved.

What is a support ticket system?

Tickets can come from a variety of channels, such as:

Social media

Live chat or messaging

Customer support portal

An omnichannel approach to customer service enables companies to streamline their ticket workflows by organizing requests from all their channels and bringing them to one comprehensive dashboard.

Leveraging Omnichannel Ticketing Systems for Enhanced Support Collaboration

Omnichannel ticketing systems allow queries from any channel, and support ticket systems give visibility into customer conversations across the organization. These systems allow the support team to collaborate to solve questions or extract relevant insights from tickets. Some help desk providers have ditched the term support ticket in favor of more human-sounding terms like conversations or chats.

These terms reflect the back-and-forth nature of support tickets—they are conversations that carry a wealth of data. This data is relevant to teams across the organization, from marketing support to sales. For example, our service level agreement (SLA) feature will automatically notify management if customer service agents aren’t responding to tickets in the timeframe you promised your clients.

Managing Conversations and Automating Responses with Support Software

Good customer support software allows you to manage multiple conversations at a time, whether new or previously existing. Your ticketing system should also establish a knowledge base of common issues your users are experiencing, which can be an excellent reference for support agents or an external customer-facing resource to deflect common queries.

Once a frequently asked question or request comes in, automation can direct the customer to self-service channels, deflect the query to the appropriate agent, or lead to the creation of an article inside a knowledge base. You could mark open tickets as a certain status so your team knows the issue is common and can be responded to en masse.

Prioritizing and Escalating Tickets for Efficient Customer Support

While some backlog is normal, support leaders can create a queue system that prioritizes tickets so no customer request is left open for too long. A ticket escalation process would be useful for more complex and challenging inquiries. With a strong ticket escalation process, your team can swiftly and efficiently resolve issues in today’s fast-paced and customer-centric landscape. A support ticket system is the best way to scale your customer service efforts to provide better, more personalized experiences.

5 Tips to Resolve Support Tickets Faster

1. The Importance of Fast Support Ticket Resolution for Customer Satisfaction

Resolving support tickets quickly is critical for customer satisfaction and the overall efficiency of the support team. When customers seek help, they want answers as fast as possible. If they wait long for a response, they will likely become frustrated and lose trust in your brand. They may even take their business elsewhere.

Prioritizing fast resolutions also helps ease your support team's workload. As tickets are resolved quickly, the number of open tickets decreases, reducing the risk of agent burnout and improving overall team performance. Fast ticket resolution does not mean compromising on the quality of support. Instead, both can be achieved simultaneously.

2. Optimize Your Support Ticket System

Your support tickets are nothing without a sound support ticket system or help desk software to house them. A support ticket system refers to the customer service software you use to manage your tickets. It is instrumental if you have any hope of properly sorting, tracking, and delegating tickets to your agents. But now that we have established the importance of having a quality support ticket system let’s talk about optimizing it for quicker support ticket resolutions.

We recommend setting up an omnichannel approach to ticket management so that you can organize all your tickets into one dashboard. This gives you the best overview of the types of queries you’re getting and whether there are ways to strategically clear out some of the bulk in support ticket volumes in one go.

3. Triage Your Tickets to Resolve Them Faster

Especially when there’s an uptick in support ticket volumes– say, around the holidays–organizing queries by priority, degree of complexity, and so on will help you to better divide and conquer for faster resolutions. This is an excellent strategy for effectively allocating support tickets to your agents, enabling them to resolve queries quickly.

This can help you approach the influx of tickets efficiently and give you insights into where you can add to your knowledge base. That’s because ticket triaging can enable you to track common issues better and provide customers with other ways to find answers to those questions.

4. Provide Opportunities for Customers to Self-Serve

Speaking of providing customers with more ways to resolve common issues, a great way to help resolve support tickets faster is by empowering them with more opportunities to self-serve. This could look like setting up and regularly updating your FAQs page and maintaining a knowledge base that is easily accessible for people to find on your website.

(Hint: inform your decisions about which content to include based on the data you’ve gathered from the previous two steps.) In addition to simply having all this useful info on your site, you can use an AI agent who can pull directly from your knowledge base to answer queries more tailored and conversationally. This option also provides customers with another way to self-serve 24/7.

5. Use Canned Message Templates to Speed Up Responses

Having a repertoire of message templates (also known as support macros) that correspond to common queries will make answering support tickets easier. These templates can usually live in your support ticket system; all your agents must do is copy-paste them into their ticket responses. It’s equally important that agents personalize these responses by tweaking them to include the customer’s name and other details that give the messages more specificity.

Message templates can save your agents time and help you offer a more streamlined CX consistent with the brand tone of voice, standard operating procedures, etc. Generative AI can also make using message templates even more efficient because AI-powered bots can suggest the right macros directly to your agents.

Automate Your Support Ticket Operations

Thanks to breakthroughs like generative AI, customer support automation has advanced greatly. Using an AI agent can make it easier for customers to self-serve by tailoring responses to their questions rather than having them search for articles in your knowledge base. It can also create more personalized customer support interactions than message templates.

Ticket automation can drastically cut ticket volumes by automating simple queries think:

Password changes

Order statuses, etc.

Process automation—the automation operating behind the scenes of business processes—can reduce agent workloads, giving them more time to focus on complex and rewarding queries. These measures have been proven to reduce first response times (FRT) and average handling times (AHT).

Optimizing Internal Operations with ChatBees’ AI Customer Support Software

ChatBees optimizes RAG for internal operations like customer support, employee support, etc., with the most accurate response and easily integrates into their workflows in a low-code, no-code manner. ChatBees' agentic framework automatically chooses the best strategy to improve the quality of responses for these use cases. This improves predictability/accuracy, enabling these operations teams to handle more queries. No DevOps is required to deploy and maintain the service.

Try our AI customer support software today to 10x your customer support operations. Get started for free, with no credit card required. Sign in with Google and start your journey with us today!

Ticket Resolution

Automated Ticketing System

Customer Service Knowledge Base

Slack for Customer Support

Ticket Triage

AI For IT Support

Ticket Handling Best Practices

Automated Email Response Customer Service

AI Ticketing System

What Is a Canned Support Ticket Response?

Canned responses are quick replies to common questions you can save in your customer service tool and refer to whenever needed. Let’s say you work as a support operator. You receive many requests daily, manage four to five conversations simultaneously (a typical day in customer support), and constantly answer hundreds of questions.

Efficiently Handling Common Questions with Canned Replies

Customer expectations are that you will handle it all simultaneously. Let’s be honest: Many of those requests are common customer questions.

How do I add a credit card to my account?

We subscribed by mistake.

Please give me a refund.

How long is the shipping?

Questions like that don’t require much personalization. You just write some canned replies and paste them into a chat thread with minor adjustments. This way, you save time and effort, customers get quick answers, and your customer service team’s performance improves drastically. Customer support agents answer routine questions instantly while staying funny, personal, and helpful. Everybody wins.

Why Canned Responses Are Useful

As detailed by the definition in the image below, canned responses can help you improve two crucial customer service attributes: speed and consistency. They can also help guarantee your customer service reps are talking about your products and services accurately. For example, let’s say a customer is asking about the status of their order.

Responses with Canned Messages

Your reps can easily pull language from a bank of canned responses based on where their product is in the queue. If it’s still in the order processing phase, the canned response could read: Your order is still being processed. You’ll receive an email confirmation once your item has been packaged and shipped.

Automating Canned Responses for Efficient

Every rep can copy and paste this message or read this language verbatim for all related inquiries. If you have the capacity, you could automate your canned responses as part of your regular email communications or within a chatbot. We’ll get into more canned response examples in a bit.

Where Should You Use Canned Responses?

Social media platforms provide a valuable opportunity to communicate directly with your target audience via private messaging. When customers message your business, they expect an immediate response. You can implement canned replies directly on Facebook and other platforms, allowing you to create and automatically generate canned responses.

Email Canned Responses: Prepping for the Worst

Whether you're a sales or customer service rep, email is still one of the primary communication channels for customers and businesses, especially if you don't have a live chat feature on your website. Creating canned responses for customer frequently asked questions (FAQs) related to products, services, returns, exchanges, pricing, and so forth can help you decrease response times while enhancing the overall customer experience.

Live Chat Canned Responses: Defusing Tension in Customer Conversations

Chat canned responses can help you immediately resolve common customer questions and issues. A portion of your live chat conversations can be canned and automated to reduce response times and allow customer service agents or salespeople to communicate with multiple customers simultaneously.

AI Customer Service Software

Ticketing System Workflow

Help Desk Process

Hubspot Ticketing System

AI Customer Service Agent

Real-Time Agent Assistance

Ticket Management System

Digital Customer Service Tools

Slack Ticketing System

Service Desk Automation

Customer Service Automation Software

Help Desk Analysis

Automated Customer Support

Help Desk Automation

7 Benefits of Using Canned Support Ticket Responses

1. Save Time

Stop wasting precious time. When you use canned responses, there is no need to type the same email or chat replies every single time. Imagine how much time you can save by having templates written out beforehand.

Canned responses can also be helpful when writing completely new emails. You can take pieces from the saved response templates that have already been created and weave them into a new response.

2. Reduce Efforts

Continuously drafting email responses can become the most draining aspect of your work life, making your team members hate their jobs. Using canned responses for customer service, you can take some stress off your team and ensure they can focus on other essential tasks.

3. Reduce Human Errors

You know that feeling when you share an email with a customer only to realize later that it had multiple errors? Keeping a tab on grammatical errors can be challenging when handling multiple customers simultaneously. Canned responses can help you avoid silly mistakes and respond to customers more confidently.

4. Improve Your Workflow

With canned responses, you can manage multiple customer service tasks simultaneously. When you get off the phone with a customer who has just placed his order, you can quickly share an order confirmation email with a relevant canned response template.

5. Achieve Higher Customer Satisfaction

Using canned responses can lead to higher customer satisfaction scores. By quickly and accurately answering customers’ questions or resolving their issues, canned responses can help to provide a positive customer experience. This positive experience can lead to higher CSAT scores, which can lead to increased customer loyalty and positive word-of-mouth marketing.

6. Quality Assurance

Canned messages can be carefully crafted and reviewed to ensure they convey the:

Desired tone

Messaging

Branding guidelines

7. Training and Onboarding

With a library of pre-written responses, new hires can quickly familiarize themselves with routine customer questions and learn how to respond effectively, reducing the learning curve and accelerating their onboarding process.

How to Create Good Canned Support Ticket Responses

A good canned response should be simple, personable, and readily customized. The perfect canned response shouldn't sound canned at all. The best-canned responses are the messages that can be applied to many customers — not just one person here and there. That’s how you help your reps save the most time per customer interaction. You can start by asking yourself the following questions:

What are customers most commonly asking for?

What types of inquiries do our customer service team receive the most?

Which knowledge base articles or FAQs have the highest number of visits?

This information can serve as the basis for your canned response portfolio, which you can update as products change and customer needs evolve.

Pro tip: If you’re unsure exactly what your customers need, ask them. Various customer service surveys can help you get the answers you need.

Be Personal and Avoid Boring Jargon

There's nothing more disingenuous than a line like, We are working diligently to resolve the issue you experienced. While this may technically be true, it’s a dry way to address a customer. Personalizing your canned responses is better so they feel more relevant and specific. For the example above, try something like this instead:

Hi [Customer Name],

We’re sorry you’re having trouble with your account setup. We’re working hard to fix the issue and hope to resolve it within the next 24-48 hours.

This version feels more human and sets expectations for when the customer should expect a solution or further response. And if you’re not sure how long a customer issue might take to resolve, do your best to give an estimate.

Pro tip: Write canned responses to how you normally speak to a friend or colleague. That way, you don’t lose the authenticity in your voice.

Acknowledge Mistakes and Show Empathy

Let’s face it—customers often contact your support team with questions or complaints. It’s essential to ensure the language you use in your canned responses reflects understanding and empathy toward the customer’s situation.

Mistakes happen when things don’t go as planned, messaging like We’re sorry you had a bad experience. That’s on us. How can we make it right? It can go a long way toward customer satisfaction.

Pro tip: When developing your canned responses, put yourself in your customers’ shoes. Think about what you’d want to hear and how I’d want to receive the information. And always be mindful of the tone.

Know When to Go Off Script

There's a time and place for canned responses. And sometimes, the conversation calls for a more personalized response — especially in unique situations. Customer service reps should be well-prepared to go off script if a customer interaction doesn’t fit neatly into the canned response framework. In other words, give support reps the flexibility to facilitate communications in their way based on the nature of the interaction.

Pro tip: Give your support reps the tools to create seamless customer experiences. Customer service and support training can help reps feel empowered to communicate with customers effectively and resolve potential conflicts.

Use Formatting and Design

Don’t underestimate the power of formatting and design when creating support ticket response templates. Use headings, bullet points, and other formatting techniques to make your messages more visually appealing and easier for your end-users to read.

Provide Clear Next Steps

Your canned responses should include clear instructions or next steps for the customer. This can help to resolve the issue quickly and effectively. For example, if a customer is experiencing technical difficulties, provide step-by-step instructions for troubleshooting the issue.

Optimizing Internal Operations with ChatBees’ AI Customer Support Software

Try our AI customer support software today to 10x your customer support operations. Get started for free, with no credit card required. Sign in with Google and start your journey with us today!

23 Quick & Easy Canned Support Ticket Response Examples

1. Greeting the Customers: Set the Mood Right with a Friendly Welcome

Welcome messages are very important for customer service, regardless of the channel. When you enter the shop, you are normally greeted by the staff. There is no reason why online customers wouldn’t experience that in a virtual setting.

The obstacle: It’s much easier and faster to speak than to type, and repeatedly typing the same welcome message for customers can become tiring. Canned responses solve this problem.

Best practice: The more personalization, the better. Adding a bit of character and humor can also help, as 71% of people get frustrated at a non-personalized shopping experience.

Using your customers’ native language greeting can be a good idea, even if it’s only one word and the rest of the message is in English. Using the customer's name can make them feel more welcome and familiar with your company. Introduction template for live chat:

Hello there! My name is [your name]. How can I help you today?

Buenos Días! Welcome to Toys Land. What can I help you with today, [name]?

Good Morning [name], how can I help?

Cześć, [name]! How can I assist you today?

Buonasera [name], how can I help you?

Tip: Prepare different versions of canned responses to fit customers’ different profiles (e.g. visitors, new customers, repeat customers, foreign customers) and personalize their experience.

2. Confirming the Ongoing Work on the Issue: Keep Customers in the Loop

When a customer emails you with a request, the most important thing is to make sure they know you received their message and you are working on the issue. Your team can personalize the templates based on the issues and group them accordingly. Canned customer service responses to confirm the work on the issue:

Hello [name]!

Thank you for your message. Your order [order number] hasn’t been updated yet, and we are working on it.

Good morning, [name].

We received your message. Thank you for sharing your feedback and contacting us! We are working on solving your issue, and you should receive more information within [time] via [email/phone].

Thank you for your message, [name].

I checked your order just now, and our [department] has already taken action on this. You will receive more information within [time].

Canned response for customer service email templates:

Hello [name],

Thank you for your message. Your order [order number] hasn’t yet been updated, but we’ve contacted the vendor. We will let you know as soon as we have information about your order, and it should happen within [time]. Don’t hesitate to reach out with more questions.

Many thanks,

[your name]

Dear [name],

Thank you for reaching out and sharing your opinion on the experience with us. The [department] is currently examining your issue with [issue], and you will receive more information within [time].

Many thanks,

[your name]

Good evening, [name]

Thanks so much for reaching out! We are sorry that you’re having [subject] issues and want to resolve them as soon as possible. Our apologies! Our [department] is already solving your issue. You will receive more information on [day of the week] at the latest. Thank you for your patience and understanding!

[your name]

3. Asking for More Details: Get the Info You Need to Help the Customer

Depending on your business profile, customers might ask common questions about their order status or whether you deliver to certain locations. To be able to answer the question, you may need to ask for more details in a way that will be time-efficient and as specific as possible, without sounding robotic and humorless. Asking for more details template for live chat:

Hey [name],

Thank you for contacting us. Of course, I can help you with [issue], but I need to ask you for your [info needed] to authenticate you.

Hello [name],

I can certainly help you with that. However, I will need some details from you first. What is your [info needed]?

Sure! I will take care of it now, but please send me your [info needed] so I can proceed with fixing the issue on your account directly.

Asking for more details template for email:

Dear [name],

Thank you for reaching out! Of course, I will help you with [issue], but I need to ask you for your [info needed], so [department] will contact you later this week with the most effective solution.

Thank you in advance for your fast reply, [name]

Hello [name],

Thank you for your patience and understanding. To proceed with the [issue] as you wanted, I will need your [info needed]. Please send it to me by [time] so I can start.

Thank you in advance, [name]

Good evening, [name].

Thank you for contacting us and signaling the problem with [issue]. I will take care of that as soon as possible, but before that, I need to ask you for your [info needed] to log in to the system from your account.

I appreciate your patience and understanding, [name]

Tip: Double-check grammar and spelling while setting up your email and live chat canned responses. Common grammar mistakes can tarnish your image, especially if you use their instead of there or your instead of you’re. Read our study about common grammar mistakes to determine how they can influence your brand’s image.

4. Making Sure You Understand the Issue: Get Clarification Before Moving Forward

Avoid confusion (and unnecessarily long conversations) by clarifying whether you understand the customer’s issue before giving them instructions or potential solutions. To make things easier, you can even create a separate canned notes category for yourself where I will save all the canned questions, examples, and canned statements. Verifying your understanding of templates for live chat:

Let me see if I have this correct. Would you like to [action]?

Please let me know if I understood you correctly. Your order [order number] is [order status], and you would like to [action]?

[name], I want to make sure: you would like to [action] instead of [present state]?

Please tell me if I get it right: your order [order number] should be rerouted to [address #1] instead of [address#1] – So you would like me to [action], to [reason], am I correct?

Please clarify whether you want me to [action] with [item]? Thank you!

5. Offering Alternative Solutions: Don’t Leave Customers Hanging

If you cannot help the customer, be honest, but don’t leave them hanging. Instead, be proactive and offer an alternative solution to their issue. Offering alternative solution templates for live chat:

[name], I’m sorry to inform you that we cannot complete your request now. I wanted to reach out with some alternative resources [link] to direct you to.

[name], please take a look at [link], which provides a full overview of [info].

This is currently not possible with our capacity, but a DIY workaround involves installing [link] on your dashboard.

Canned email response examples to offer an alternative solution:

Dear [name],

Due to the approaching holiday, we cannot fulfill your request by [time]. Here [link] is the resource to help you solve this issue. Would that work for you? Please let me know.

Thank you in advance for your reply,

[name]

Hello [name], I assume you want to [action]. Here [link], you will find a full overview of [functionality] and a detailed description of how to use it. If you have any more questions, please feel free to contact us.

Many thanks,

[name]

Good evening, [name],

Thank you for contacting us. This feature is still in the beta phase, so using it for [action] is not recommended. What you find useful is [resource], where you can read about the process and how to start it. This will solve your problem. Let me know if that’s the case!

Best regards,

[name]

6. Admitting a Mistake: Own Up to Your Errors with Sincere Apologies

We all make mistakes. Regardless of whether you or the company are to be blamed, inform the customer about the mistake with canned chat and email responses. Always think about how you want to be treated when talking to support. Adding information about what is being done to fix the problem is a good practice, too. Apology, canned response example for live chat:

[name], I just realized I gave you the wrong price for the item we discussed earlier. My apologies. The correct price is [price].

[name], I must admit there was a miscommunication at the [department name], and we sent your invoice to your old email address. To make up for this unfortunate situation, we will add [days number] to your subscription period for the next month.

Sorry for the trouble. We will [action], so this issue is fixed as soon as possible.

Apology, canned response example for email:

Dear [name],

I’m writing to inform you that we didn’t manage to solve [issue], and we are truly sorry for this. Would [action] be an acceptable solution for you until we return to the office on [date]? Please let us know.

Best regards,

[name]

Hello [name],

I’ve heard that our consultant gave you partial information about [process]. We are truly sorry for this inconvenience, and to make it up to you, we decided to give you [item] for free. You can claim it here [link]. Should you have any more questions, please feel free to reach out.

Best regards,

[name]

Good evening [name],

Thank you for contacting us! I checked the info in [department] and it turned out that your order was switched for another one. We are truly sorry! I immediately rushed the [department] to prioritize your case and send it to you ASAP, so it’s on the way. You should receive it by [time].

Thank you for your understanding,

[name]

7. Transferring to Another Operator: Smoothly Transition Customers to Better Help

This is one of the most important live chat canned response examples! We all hate being transferred, so transfer only when necessary, and you cannot acquire the information yourself. Luckily, with live chat, the transfer is not as painful as in the case of phone calls.

Operators can freely join and leave any conversation listed under the chat list. Even if another operator joins in the middle of the chat, they will see all the messages exchanged so far, so the customer does not need to explain their issue again. Transfer to another operator template for live chat:

[name], I will connect you with my colleague who is more familiar with the [issue].

I will transfer you to [department] because they will fix the issue immediately. They will see our conversation, so you won’t have to explain everything again.

I will ask [operator’s name] to join this conversation. [operator’s name] works in [department] and is the best person to solve your issue with [issue].

[name], let me connect you to [department/name] so they can better look at it.

I know how to fix this! I will need the help of [name], though, who is an expert in the field. Please stay connected; I will add them to this conversation.

The best solution is to engage [department] to have [issue] up and running quickly. Let me transfer you right away.

Tip: Remember to inform the customers that they are about to be transferred to another operator and explain that they don’t have to describe the problem from the beginning. The worst thing customer support can do is make customers feel like they are wasting their time.

8. Closing Your Request/Ticket/Case: Wrap It Up Nicely

Sometimes, after customers resolve their issues, they don’t respond to your follow-up questions or ignore the interactions with the support team. Email them before you mark the issue resolved, so I have more peace of mind and they feel well taken care of. Be sure to include the most important case details and a summary of the outcome. Canned help desk response examples for email:

Hi [name],

I’m reaching out about your request regarding [case topic]. It’s been [number of days] since we’ve heard from you, so I wanted to let you know we will mark your case as resolved. Please feel welcome to answer this email to reopen the case or write a new one if you need any further assistance.

Thank you for working with us!

[your name]

Dear [name],

I want to inform you that your case has been resolved, and I’m closing your ticket. Please feel free to reach out in case you need more help.

Many thanks, [name].

Hello [name],

Your issue with [case topic] has been successfully solved, so you can restart [action]. Thank you for your patience!

Best regards,

[name]

Dear [name]

Your issue with [topic] is now resolved, so you should see the changes in your account immediately. Thank you for your understanding and patience.

Best regards,

[name]

Hello [name]

I’m very happy to inform you that your case is resolved and that you’ve been granted the […] you requested. Should you have any more questions, please contact us again.

Best regards,

[name]

Good evening [name],

We haven’t heard from you since [time], and I’ve seen that you are using [feature] because [issue] was resolved. We are very happy to see that! I’m marking your ticket as resolved, but feel free to contact us if you have any questions,

Best regards,

[name]

9. Putting on Hold: Let Customers Know They Are in a Queue

If the investigation takes longer than anticipated, use canned messages for live chat to let the customer know about it, and try to be as precise as possible. Ask the customer to leave their contact details so you can contact them later. When you gather all the information you need and are ready to present the solution to the customer, apologize for the hold and thank them for their patience. Canned plan examples for live chat:

Could you hold on for [time] while I check this with [person or department name]?

[customer name], the hold will take longer than I initially thought. Can you continue holding, or would you prefer to leave your email or phone number so I can get back to you later?

I’m sorry to keep you waiting. I spoke with our [department], and your request can be fulfilled, but it will take [time].

I’m sorry for the hold. I reviewed all our records on our file, and it seems that […].

Sorry for the hold, and thank you for your patience. The hold will take a bit longer than I expected. Please leave me your [contact details] so I can contact you once the issue is resolved.

This is taking me more time than I thought it would. Could you hold for [time]? I will do my best to solve the issue by then.

10. Talking About the Competition: Stay Professional

It’s natural that the customers look for the best (and cheapest) solutions, so you need to be prepared to talk about your competitors. Talking about the competition templates for live chat:

You are right, [name], especially about [issue]. Please look at our solution to […]

Dear [name], I see where you are coming from, but I can assure you that this is a common misconception. [Competitor’s name 1], unlike us, does not offer [feature].

Sure, [name], this is true, but [competitor’s name 1] doesn’t have [feature] at [price].

Of course, everybody is entitled to their own opinion but we know that [competitors name 1] or [competitors name 2] don’t have the same standard of [tool] that we have. You may want to try it out to compare the features!

Yes, [competitor’s name] has [item] for [price], but you need to bear in mind that our product is locally produced in small quantities so that the price will be higher.

When it comes to the price of [item], we agree that it’s higher than commonly sold [items], like at [competitor name 1]. But you can’t forget that our product has a medical certificate and is cruelty-free and vegan.

11. Sending Links to Resources: Give Customers Helpful Information

Add links to the most popular resources in your quick answers, especially if the questions concern a specific resource (such as a feature request page or a current subscription plan). Your customers will have more resources to refer to and will feel well-informed. Canned statements templates for live chat:

Please look at your customer panel [link]. Your ticket number is among the subscription plans and new pricing options.

If you consider the Platinum plan and still are undecided, you can easily compare the features on our pricing page here [link].

This [item] is described in detail [here], so you can read about it in your own time or even ask your friend for an opinion if you hesitate.

Canned statement templates for email:

Hello [name],

Thanks for your feedback about [subject]! I will pass it on to our [department]. Should you have any other ideas, please write to us via the feature request page [link] or respond to this email.

Best regards,

[name]

Dear [name],

Thank you for registering with [your company’s name]! Please be welcome to click here [link] to experience the product tour and see how it will work on your website. It is Good to have you on board!

Best,

[name]

Hey [name],

Based on your latest reads, we decided to send you our latest report about [subject] so you can get insights about [subject], which we know you find particularly useful. Feel free to let us know what you think about it.

Best regards,

[name]

12. Sending Special Offers: Promote Sales with Canned Responses

If you run frequent promotions, incorporate a few quick chat responses for each offer into your messaging. This will save you time and the confusion from having different conditions and prices for each offer. Sales and promotions live chat response templates

If you are still hesitant about [item], I can convince you with a special discount code valid only until the end of this day.

Can I take 3 minutes of your time and explain how to get a discount on our [items]?

Something tells me you wouldn’t hesitate about [item] if the price were lower.

What if I gave you a discount code?

Canned letter examples for sales and promotions emails:

Dear [name],

Thank you for being with us! We currently offer a [%] discount on all [items]. Would you like to know more? Click here [link] to see the details!

Hello [name],

We hope you love using your [item]. To honor you as our loyal customer, we want to offer you a [promotion] if your order is [$$$] or more.

Hey [name],

We would like to share with you info about our secret sale on [product] until the end of [time]. Check the collection here [link to the promotion] and enjoy!

13. Talking About Prices: Respond Quickly to Queries About Pricing

Similar to the case of special offers, quick responses can spare you from remembering the different prices of your products in real-time conversations and while writing many email responses. Messaging about price templates for live chat:

The features you are interested in are included in the [plan name], which costs [$$$] per month or [$$$] per year. Annual payment saves you exactly [$$$].

We ship to [country]. The shipment cost starts at [$$$], and the final price depends on the order's total physical or volumetric weight.

The price of [item] just dropped by [%]!

You can check it out here [link] Messaging about prices templates for email:

Dear [name],

I’m writing to inform you that our special offer for [product] has launched today. Feel free to check out this page [link] for more details.

Have a great day!

[name]

Hello [name],

We have good news! From now on, all our [product category] will be cheaper by [%]. This means that [item] now costs [$$$]. Feel free to check the new offers on our website [link].

Best regards,

[name]

Hey [name],

We are reaching out to let you know that our Platinum plan now costs [$$$], and when you purchase it, [feature 1], [feature 2], [feature 3] are discounted by [%]. If this looks like a good deal for you, login [link] to your panel to upgrade your subscription plan.

Best,

[name]

14. Talking About Specific Features: Respond to Inquiries About Complex Products

Keeping up with all the details and recent changes can be quite challenging if you work for a company that sells complex services or products and rolls out frequent updates. Spare yourself a headache and prepare some cheat notes in your canned replies. Specific features templates for live chat:

The Premium Plan includes the following features: [feature1], [feature 2], [feature3].

The Basic Plan does not include the following features: [feature1], [feature 2], and [feature3].

Once you upgrade to the Gold plan, [feature 1], [feature 2], and [feature 3] are also discounted by [%].

This [item] has a specific element, made of [material] and [material], so it looks remarkably luxurious.

Our basic subscription plan includes [item 1], [item 2], and [item 3] sent monthly to your doorstep.

All our boxes include [product 1], [product 2], and [product 3], so you are set for the whole day.

Specific features templates for email:

Dear [name],

Thank you for inquiring about [item]. This [item] has a specific element, made of [material] and [material], so it looks remarkably luxurious. You can find the exact material description here [link]. Would you like to know more?

Best regards,

[name]

Hello once again, [name].

Thank you for your question! The answer is as follows: our basic subscription plan includes [item 1], [item 2], and [item 3] sent monthly to your doorstep. Would you be interested in that? Let me know!

Best,

[name]

Hey [name],

Excellent question! All our boxes include [product 1], [product 2], [product 3], so you are set for the whole day. Would it suit your lifestyle?

Best regards,

[name]

Tip: Keep the responses up-to-date to avoid providing outdated information. Avoid technical jargon, as this could lead to misunderstanding.

15. Guiding Your Customers Step-by-Step: Save Time by Using Canned Responses

Customer service is about troubleshooting issues and helping customers complete certain tasks in real time. Save standard procedures’ descriptions (such as account registration, upgrade, password retrieval, etc.) as canned responses. Remember to include links to video tutorials to help the customer understand their task better. Canned responses technical support templates:

Of course, I will help you with that! To reset your account's password, you must […].

Sure, I’m happy to help you with that! First, please go to […] and […]. Then, […]

Great, I’m good to go! To upgrade your plan, you need to […], then click on […] and accept with […]

Cool, let’s do it together then. To remove the account, you need to […]

Don’t worry. I will explain the procedure step by step. Step 1: Click on […].

To change the balance on your account, you need to click on the […]

Tip: Don’t copy-paste instructions from the FAQ they can find on your website. Otherwise, the customers will realize they received a dry response with typical canned verbiage. Incorporate some human touch in the messages to make them more genuine. If you want to use chatbots, make sure that you base your messages only on good chatbot conversation examples.

16. Handling Complaints: Show Empathy and Sincere Understanding

When dealing with a customer’s complaint, show sincere sympathy and acknowledge the customer’s feelings. Express your understanding and commitment towards finding the solution to the situation that took place. It will help you with building long-term customer relationships and improve customer satisfaction in the long term. Handling complaints templates for live chat:

I’m extremely sorry to hear about that. Could you please tell me more about how it happened?

I’m very sorry about the situation. I understand that it caused you a lot of trouble. Let me see what I can do about it.

I’m sorry that your order was not delivered on time. Apparently, despite the information we received from the supplier, the item was dispatched one day later than scheduled. I’ll see what we can do to make things right.

Handling complaints templates for email:

Dear [name],

We appreciate that you reached out. We are sorry to have caused you an inconvenience. Let me check with my team how to fix this issue and make up for our mistake. I update you [time].

Many thanks for your patience,

[name]

Hello [name],

Thank you for your email. I understand your situation and recognize we didn’t do our best with [issue]. I will personally prioritize your case so the issue can be fixed as soon as possible. You can expect an update within [time].

Best,

[name]

Hey [name],

We received your message, and we fully understand your concern. Please let us resolve this issue for you within [time]. Please let us know if this is an acceptable timeframe for you.

Best regards,

[name]

17. Dealing with Confused Customers: Stay Calm and Help Them Understand

This is one of the most important chat response examples. Some visitors are genuinely confused or frustrated and might not realize they contacted the wrong company until somebody tells them about it.

Strive to treat each person on the opposite side of the chat with respect. When the customers realize their mistake and apologize, reassure them that nothing bad has happened and end the chat politely. Examples of canned responses to deal with demanding customers:

I’m afraid you reached the wrong company. We are not [company name] and are not affiliated with them.

No worries! Glad we managed to sort it out. Have a good day!

Yes, we are [company’s name] but don’t sell [items]. We offer only [items]. Maybe you meant to visit a different website?

I’m afraid it’s beyond my control as we don’t handle [category]. Maybe you can visit [website’s name] to have it sorted out?

If you want to [action], we cannot help you with that as we offer only [category].

No, we offer only [category], but I heard that [company’s name] deals with it the best!

18. Dealing with Trolls: Remain Calm and Know When to End the Chat

On the other hand, some visitors can play childish games with you and pretend to be confused. They will only end up taking your time. You always have to remain calm, but if they continue the chat regardless of your efforts to clarify or offend you, you can use the ban option. Response examples:

I’m sorry, we are not the right company to help you with your inquiry. We don’t sell [product]. We appreciate your contact. Have a good day!

I'm sorry you don’t like our company, even though you have no experience with us. You are always welcome to try us out! Have a great day!

It sounds like you had a bad day. I hope the rest of it will be better! Goodbye.

We cannot help you with that. Have a good day!

Of course, you are allowed to have your own opinion. Have a good day, and goodbye.

We don’t handle these types of inquiries. Good luck with further research!

19. Asking About Customer Feedback: Get Insights to Improve Your Customer Service

Once you help your customer resolve their issue, you can get their feedback. That’s how customer service canned responses help you perfect your customer support best practices. Asking for customer’s feedback templates for live chat:

[Name],

I’m glad we managed to solve your issue! At [your company’s name], we’d love to hear what you think about the quality of our customer service. Please take a moment to answer a straightforward question by clicking on one of the options:

Good, I’m satisfied

Bad, I’m unsatisfied Thank you!

Thank you for your contact! Please share your feedback about our customer service here [link]. Have a great day!

I'm glad we sorted that out for you, [name]! Here's a link to a one-minute survey about my support. I would appreciate it if you could fill it out!

Asking for customer’s feedback templates for email:

Dear [name],

Thank you for reaching out!. I'd be thrilled if you could click whether you are satisfied [link] or unsatisfied [link] with our interaction.

Have a great day!

[name]

Hello [name],

We are always happy to help you. Please feel free to share your feedback with us by clicking on one of the options: I’m satisfied | I’m unsatisfied. Like this, we can continue to improve!

Many thanks,

[name]

Hey [name],

Once more, thank you for reaching out to us. We are glad we could help! Could you fill out this short survey [link] about our customer service? It would mean a lot to us!

Thank you in advance,

[name]

20. Ending the Conversation: Wrap Up the Chat Nicely

A well-written canned ending on live chat will sum up what was agreed upon so far and ask the customer whether they need help with anything. If the answer is negative, you can finish the chat and offer your assistance in the future.

I'm glad we sorted it out for you! [Name], can I assist you with anything else today?

Should you have any further questions, please contact us anytime. Thank you for chatting with us, and have a great day. Goodbye!

Thank you for reaching out! Have a great day, and talk to you soon!

Glad to hear that all is clear. Have a great day. Bye!

Always happy to help! Until next time!

Feel free to reach out anytime. Goodbye!

21. Product/Feature Recommendation: Acknowledge Customer Suggestions

Who knows more about what products and features your customers need than the customers themselves? When a customer goes out of their way to offer free advice about something they’d be willing to purchase from your business, you can use a canned response to give them positive reinforcement for sharing their thoughts with your team.

For example:

Thanks for submitting your thoughtful idea. Our product team is excited to review it and pass it on to our developers for consideration in our next product rollout. Your idea will be prioritized according to our internal review system. If your idea is selected, we’ll notify you.

Why this works:

The email politely informs the customer that their idea will be considered but not implemented immediately.

22. We’re Sorry to See You Go: Thank Customers for Their Business

Losing a customer or a subscriber is never fun, but churn happens to even the best companies. This type of response is the perfect opportunity to thank customers for their business and encourage them to reconsider your company if their needs better align.

For example:

While we’re bummed to say goodbye, we’re glad you decided to choose us while you did. If you wouldn’t mind, we welcome your feedback via [SURVEY LINK], so we can continue improving our products and services.

Why it works:

This response shows gratitude toward the customer even if they no longer use your product or service. It also opens up an avenue for candid feedback and additional insights into why the customer decided to leave.

23. We Value Your Loyalty—Thank You for Choosing Us!

Express gratitude to customers who choose your product or service. This will go a long way in creating a positive impression, fostering a relationship, and ultimately turning them into repeat customers. You can send this canned message: We are grateful that you chose our product. We take pride in our dedication to giving you the best experience possible. Please do not hesitate to contact us if there is anything else we can do to enhance your experience.

5 Best Practices to Use Canned Support Ticket Response Templates

1. Avoid Technical Jargon For Better Customer Understanding

Every customer might not be as technically sound as you, but you need to respect them nonetheless. Using heavy or technical terms can lead to confusion and make customers contact your business again.

Even if the issue is technical, keep your message as clear and straightforward as possible. You can always share relevant links to self-help articles, videos, or guides to supply more information.

2. Personalize Canned Responses to Connect With Readers

From a business point of view, canned responses are a valuable tool for saving time and effort. Not many customers will be happy to know you use the same lines for every customer. Adding a personal touch can be the only way out.

To foster better connections, keep the conversation real and tailor the canned messages according to the situation. View a customer’s past interactions and other activities to respond to their issues or requests with context.

3. Use Positive Words to Set the Right Customer Tone

Whether apologizing to a complaining customer or thanking them for doing business with you, being positive will help you deliver the right message to your audience. Positive words or phrases may not magically make an angry customer smile.

When used right, they can help you tackle negative situations with ease. Phrases such as:

I hear you

I understand receiving your product late is never the best feeling

We appreciate your feedback

Will help you handle customer conversations with empathy and positivity.

4. Update Your Canned Responses Regularly

Canned responses can catch rust if left unchecked for a long time. You must constantly update your repository to ensure the right answer is ready for all everyday situations. Conduct regular and thorough examinations of your saved replies and see how you can further improve them.

Creating customer service response templates is not rocket science. Encourage your customer service agents to create a saved email or chat template whenever they respond to a new issue or request. This will tremendously reduce the effort of other agents.

5. Leverage the Right Tools to Manage Canned Responses

Storing canned responses in your desktop folders is never the best idea. Instead, you can leverage the right tools, such as ChatBees.ai, to create hundreds of canned responses and store them in a central location for all your team members.

They can easily view, update, or edit the responses per their needs. You can use a tool like Grammarly to ensure every response you share is grammatically correct. Simply scan the final draft using this tool and save yourself from embarrassment.

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ChatBees' agentic framework automatically chooses the best strategy to improve the quality of responses for these use cases. This improves predictability and accuracy, enabling these operations teams to handle more queries. No DevOps is required to deploy and maintain the service.