Customizable Customer Support Email Templates (Copy & Paste) (2023)

Customer Support Email and Chat Templates

If you’re a support agent, the one thing you probably know by now is that you can never know exactly what problem a customer is going to approach you about. And while there are some situations you absolutely cannot predict, thankfully, there are far more you can prepare for.

Something as simple as a template you can use and edit to fit your needs can make your job ten times easier. That’s why, for today’s blog post, we thought we’d identify common scenarios you may encounter and write up some templates you can use.

How to write a good customer support email

Before we get to the templates, here are a few things to keep in mind when writing to your customers.

  • Address your customers by name whenever possible
  • Do some research on them by looking them up before you talk to them
  • Remain professional and approachable
  • Follow up with additional resources
  • Keep things short and sweet
  • Make sure to proofread your emails and messages
  • Use tools like cobrowsing and session replays to understand and solve customer issues faster

Make sure you thoroughly read their messages

Before you can pick a template to use, you’ll need to ensure that you understand exactly what issue your customer has approached you with, so make sure you read the email or chat messages carefully. You might need to read between the lines here, but never assume! When in doubt, definitely ask them to clarify.

Be empathetic

Anyone who’s done this job long enough will tell you that patience is key, and cultivating empathy for your customers can really make that easier.

Come prepared

Is there anything quite as satisfying as a customer support ticket that’s solved within the first couple of messages? We don’t think so! Before responding to a message or hopping on a call, make sure you have all the information you need to solve the ticket instantly. Fullview has a sessions replay product, called Fullview Replays, that you can use to watch a user’s sessions within your app so you can quickly see issues and bugs in context — even before reaching out to them.

Customer support email templatesyou can copy & paste

The templates below are a handy resource to have for when you need to quickly respond to a customer’s issue. Any text in brackets indicates that you need to fill in some information particular to your situation. Along with the text of the templates, which you are free to copy and paste, we’ll also include some pointers on style and tone, including what you may want to follow up the email with.

These templates are tailored especially to agents working in SaaS, but you can riff on them to cover a variety of different scenarios and industries.

Here are the templates we've covered below:

  • When you need to help your customer with onboarding or need to answer a product query
  • When you need to give a customer pricing information
  • When you want to ask a customer for feedback
  • When you need to respond to a customer complaint
  • When a customer has churned
  • When a customer reports a bug
  • When a customer suggests a feature
  • When you write to inform a customer that their case has been marked as closed

1. Help your customer with onboarding

A customer has encountered a pain point during your onboarding process and become frustrated. They need an answer ASAP or they’ll churn.

  • You’ll need to prioritize this sort of support ticket, because onboarding is key to retaining customers and reducing churn.
  • You’ll need to be very proactive about guiding users past that pain point so they actually complete onboarding.
  • You should provide more self-serve resources or, better yet, hop on a cobrowsing call with them.
  • Make sure to strike the right tone: you’ll need to actively listen to them and respond promptly.
  • You’ll need to do your homework. Use session replays to watch a video-like recording of their onboarding session to see issues in context and figure out elements or flows that aren’t working.


Hi [customer name],

Thank you so much for reaching out to us. We’re very sorry to hear that you’ve run into issues while using [product name].

From what you describe, it looks like your issue is related to [cause]. Could you please try [solution] and let me know if it works? You can also check out this [insert resource] for more information.

If you still have questions or issues, I’m more than happy to assist with those.

Thanks so much for your patience,

[insert signature]

Chat message

Hi [customer name], thank you for reaching out to me! Sorry to hear that you’re having some trouble using our platform. Please check out this resource [insert link] to fix the issue.

2. Send your customer information about pricing

When you’re in the business of B2B software, your first lead doesn’t always have the final say when it comes to deciding whether or not to sign up. Often, they reach out to ask for information about pricing first.

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  • Keep it short and factual
  • Include resources they can look at
  • Offer to set up a demo
  • Hand off to your customer success or sales team, depending in the situation and your company policy


Hi [customer name],

Thank you so much for reaching out to us. Ihave forwarded your question to our customer success team and they will get back to you shortly.

Let me know if you have any other questions.

Thank you for your interest,

[insert signature]

Chat message

Hi there, thank you for reaching out to [platform name]! Happy to assist you with pricing and plans. On [platform name], we offer [pricing and plan information]. Ihave asked our sales team to follow up with so, so they'll be in touch shortly to discuss your requirements.

3. Ask your customer for a review

Reviews can make or break your business and do a lot to influence social trust in your product. Along with making sure every visitor, lead and user is having the best experience possible, you should also reach out to ask for feedback.

  • Keep it short.
  • Strike the right tone: you want this review or recommendation, but you don’t want to come across as pushy.
  • Personalize this message:If you’ve communicated with this user before, reference that.


Hi [customer name],

I just wanted to reach out to thank you again for signing up on our platform.

Now that you’ve had a chance to use it, would you be willing to leave us a review here [insert link to review site]?

We’d love your thoughts. We’re always working to improve our product, so feedback from our users is very appreciated!

Please let me know if there’s anything else I can do for you and thank you for your time,

[insert signature]

Chat message

Hi [customer name], I just wanted to reach out to thank you for signing up. Now that you’ve had a chance to use it, would you be willing to leave us a review [insert link to review site]? We take feedback very seriously and would love your input.

4. Your customer has a complaint

If your customer has a complaint, you’ll need to attend to it as soon as possible to keep them happy and reduce the likelihood that they’ll churn.

  • Be respectful and polite
  • Communicate clearly that you understand their concerns
  • Communicate that you are prioritizing this and have notified your team
  • Give them a rough idea of when to expect a response or resolution
  • Review their user sessions for clues as to what went wrong


Hi [customer name],

Thank you for reaching out to us and bringing [insert issue here] to our attention. I’m sorry to hear that [insert ability that has been compromised, delay that has been caused, or other specific grievance if your customer has included any of these details].

I have notified [insert concerned department or team member] and they have assured me that they are prioritizing this.

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I will write to you in [insert time period] to give you a status update.

In the meantime, if there is anything else I can do for you, please don’t hesitate to contact me.

Thank you for your patience as we work to solve this issue,

[insert signature]

Chat message

Hi [customer name], thank you for reaching out and bringing [insert issues here] to our attention. I’ve notified my [concerned person or department] and they have promised to expedite this. I should have an answer for you soon. Thank you for your patience and understanding. Please feel free to let me know if there is anything else I can do for you.

5. Your customer has churned

This is an unfortunate occurrence, but one that is common in SaaS. If you reach out to your customer and address their issue with your platform, you may be able to tempt them back to it; a delicate balancing act, but it is possible to strike the right balance.

  • Express gratitude that they signed up on your platform and gave it a try
  • Don’t come across as aggressive or pushy
  • Respect their decision to leave if it is final
  • If their issue for leaving is something that can be addressed, assure them it will be and offer to comp them something
  • Review their past user sessions for clues as to why they churned
  • Rope your customer success team in for priority accounts


Hi [customer name],

I noticed that you canceled your account recently.

I wanted to reach out and ask if there was anything we could have done to make your experience better.

If you would like to share why you decided to cancel, your feedback would be greatly appreciated!

If there are any particular concerns you have that you would like us to address or fix, I am more than happy to look into that for you.

Thank you again for your time and trying [insert app name],

[insert signature]

6. Your customer reports a bug

Your customers can be an invaluable resource when it comes to app testing and bug reporting — especially if you’re a young company that is still working to improve and stabilize your app.

  • Sincerely thank them for reporting the bug
  • Watch their user session or view their console information for more information about the bug
  • Answer them with concrete advice (if it’s something minor) or let them know that you’ve notified the technical team
  • Let them know when they can expect the issue to be fixed or more information


Bug is a minor issue

Hi [customer name],

Thank you for reporting this bug.

I’ve looked into it and can see that the issue was related to [insert console log information or session replay detail here].

If you [insert solution here], you should be good to go again!

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But please let me know if that doesn’t work and I will notify the technical team.

As always, feel free to reach out if there’s anything else I can help you with,

[insert signature]

Bug needs to be reported to technical team

Hi [customer name],

Thank you for reporting this bug!

I’ve looked into it and can see that the issue was related to [insert console log information or session replay detail here].

I’ve notified our technical team and they are going to prioritize the issue and deploy a fix as soon as possible. I will let you know as soon as that happens.

In the meantime, if there is anything else I can do for you, let me know.

Thank you for your patience as we work to solve this issue,

[insert signature]

Chat message

Bug is a minor issue

Hi [customer name], thank you for reporting this bug! I’ve looked into it and can see that the issue was related to [insert console log information or session replay detail here]. If you [insert solution here], you should be good to go again! But please let me know if that doesn’t work and I will notify the technical team.

Bug needs to be reported to technical team

Hi [customer name], thank you for reporting this bug! I’ve looked into it and can see that the issue was related to [insert console log information or session replay detail here]. I’ve notified our technical team and they are going to prioritize the issue and deploy a fix as soon as possible. I will let you know as soon as that happens. In the meantime, if there is anything else I can do for you, let me know.

7. Your customer reaches out to you with a feature request

Users sometimes reach out if they want to request a particular feature. It’s up to your judgment to discern if it’s worth mentioning to your product team.

  • Thank them for suggesting the feature.
  • Let them know that you’ve forwarded this suggestion to your product team.


Hi [customer name],

Thanks for reaching out to me!

I’ll make sure to pass on your request to release [insert details of feature request] to our product team.

I can’t give you an exact timeline, but we’ll take it into consideration in our product roadmap.

We release all updates on our blog and send all users an in-app notification, so keep an eye out for those.

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You can also check out our public roadmap here [insert link] to stay updated about what we have planned in the future and submit requests.


[insert signature]

Chat message

Hi [customer name], thank you for requesting [insert feature request]. I’ll make sure to pass this along to our product team. We’ll send all users an in-app message if and when we release it, so keep an eye out for that.

8. Notify a customer that a ticket has been closed

There are a few different kinds of these sort of templates, and we've given you options for a bunch of different closing ticket email templates here. In general, remember to:

  • Be professional and courteous
  • Thank them for reaching out
  • Inform them that their recent ticket has been closed
  • Include that they are welcome to get in touch again if they have other issues.


Hi [customer name],

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

This email is just to inform you that your recent support case [include case number] has been marked as resolved and has been closed.

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

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


[insert signature]


Hi [customer name],thank you for reaching out to us and we hope we helped you solve [issue]. This is just to let you know that, unless you have any further questions, I'll go ahead and close this ticket. You are welcome to write to me if you ever need additional help.

Wrapping things up

We hope you find these templates useful! You are, of course, free to use them and edit them to fit your particular situation.

We hope that doing so will help you reduce your support burden, and increase time-to-resolution and retention rates.

Remember: good support is key to a successful business — especially one in the SaaS industry.

Seeing your customer support team as an engine for growth can help you reap serious dividends in the long run.


How do I create a custom email template? ›

Create a branded email
  1. On your computer, go to Gmail.
  2. In the top left, click Compose .
  3. At the bottom of the window, click Layouts .
  4. If you haven't used layouts before, click Customize styling.
  5. Enter details to build your design. ...
  6. After you change your preferences, click Save & continue. ...
  7. Select a layout.
  8. Click Insert.

Can you copy email templates? ›

Click the Email Templates tab. Click on a template folder. Click to enlarge. Settings > Copy Template.

What is an example of a customer service email response template? ›

Hello [name of the customer], Thanks for reaching us, we really appreciate your feedback! We are always trying to improve our product to provide you with a better experience. I will be sure to pass your suggestion onto our team for their consideration as we move forward with [product name].

What app can I use to create an email template? ›

Email Template Software: Comparison Overview
Free Plan/TrialBest Feature
HubSpotYesAll-in-one email builder and campaign management
BEEYesEmail type variety
ChamaileonYes (14-day free trial)Advanced image editing options
MailchimpYesReady-to-use email campaigns
5 more rows
May 25, 2023

How do I create a fully custom email? ›

We walk you through the process below, including how to use custom email addresses to build brand credibility.
  1. Get a Domain & Provider. ...
  2. Choose a Format. ...
  3. Make Your Custom Email Address. ...
  4. Add Your Email to Your Favorite App. ...
  5. Create an Email Signature (Optional)
Mar 17, 2023

Does Gmail have email templates? ›

Open Gmail and click Compose. Templates. To insert a template, under Insert template, choose a saved template to insert in your email. Compose the rest of your message and click Send.

What makes a good customer service email? ›

A great customer service email strategy includes making reproducible, dependable responses. Saved replies, templates, and guides are great resources for your support team.

What are 3 examples of email client? ›

16 email clients to consider
  • Microsoft Outlook. Microsoft continually updates the program to make sure Outlook operates at a high level. ...
  • Mailbird. Mailbird is an email client service that specializes in handling multiple email accounts or addresses. ...
  • eM Client. ...
  • Mozilla Thunderbird. ...
  • Mailspring. ...
  • Inky. ...
  • Airmail. ...
  • Hiri.
Jun 24, 2022

What is an example of customer service messages? ›

Examples of problem-resolution texts:
  • Hi [customer name], thanks for contacting us. We understand there may be a problem with your order. ...
  • Hi [customer name], I just received your ticket. What can I help you with today?
  • Hi [customer name], If I understand correctly, you had XYZ go wrong with your order.

How do you write a good customer service auto reply email? ›

What makes a great support auto-reply email
  1. Inform them that you've received their email and are looking into it.
  2. Let them know the hours during which your team works.
  3. Help them understand how long they can expect to wait.
  4. Provide other ways of contacting you, if you have them (chat, phone, carrier pigeon).
Jul 12, 2022

How do you start a professional email to a customer? ›

Dear (Name), Greetings, or Hi there, (To be used when you don't know the name of the recipient or when you are emailing to company email addresses like '') Hello (Name), [The less formal than a 'dear' and more formal than a 'hi'] Hello Everyone, (When there are multiple recipients)

What is an example of an email service? ›

Top free providers include Gmail, Yahoo, Outlook, AOL, Zoho, Mail.Com, and ProtonMail. Email providers that are more secure than the others are ProtonMail, CounterMail, Hushmail, and Tutanota. Some webmail clients that provide paid services include Zoho, Gmail, Hushmail, and ProtonMail.

How do I create a classic email template? ›

Required Editions and User Permissions
  1. Do one of the following: ...
  2. Click New Template.
  3. Choose the Text template type, and click Next.
  4. Choose a folder in which to store the template.
  5. To make the template available for use, select the Available For Use checkbox.
  6. Enter a name in Email Template Name .

What is a personalized email address? ›

Common free email addresses end in a generic name such as gmail, yahoo etc. A personalized address uses your own domain name, and you have more choices as to what to put in front of the domain. If your domain is (for example), you could choose anything you want, like or etc.

Can I have a custom email without a website? ›

Can I create a free business email address without making a website? Yes, you can. However, you'll still need to pay for website hosting because you get the email service and domain name for free with your hosting package. Once you have signed up, you can choose a domain and create your email address.

What are email templates called? ›

An email template is an HTML file composed of reusable code modules, making it as easy as copying and pasting your copy, links, and image URLs to create an email. Let's break that down. An email template is an HTML file. HTML—or hypertext markup language—is the code that defines the structure and content in an email.

Can I create email templates in Outlook? ›

Create an email message template
  1. On the Home menu, click New E-mail. ...
  2. In the message body, enter the content that you want.
  3. In the message window, click File > Save As.
  4. In the Save As dialog box, in the Save as type list, click Outlook Template.
  5. In the File name box, type a name for your template, and then click Save.

Why can't I create a template in Gmail? ›

Before you can create templates in Gmail, you'll need to enable the feature in your account settings. To do so, click on the gear icon in the top-right corner of your Gmail screen and select “See all settings.” Next, scroll down to the “Advanced” tab and find the “Templates” section.

Why can't I find my templates in Gmail? ›

Your templates are saved inside your Google Drive, so ensure that your Google Drive is authorized by going to the Cloud Accounts tab. If your saved templates are empty after you've saved them, check if you are adding text to the section reserved for signatures.

How do I create a template in Google Docs? ›

How to create a template in Google Docs
  1. From the Google Docs home page, under Start a new document, select Blank. ...
  2. Create your new template. ...
  3. Save the document with a unique title.
  4. From the Google Docs home screen, select Template gallery > your organization's name > Submit template.
Nov 4, 2022

What is the most professional email format? ›

Professional Email Address Format

The most standard and recommended form of a professional email address is of course the firstname.lastname@domain.tld format. But there are some other ways you can get a professional email address, such as: firstnameinitial.lastname@domain.tld.

What are the best professional email formats? ›

Your email message should be formatted like a typical business letter, with spaces between paragraphs and no typos or grammatical errors.
  • Don't mistake length for quality—keep your email brief and to the point.
  • Avoid overly complicated or long sentences.
May 1, 2022

What 3 things should an email always include? ›

Despite being a versatile tool that serves many different purposes, there are three things that all emails must have to be successful.
  • Attention-Grabbing Subject Line. ...
  • Enticing Call-to-Action. ...
  • Value to the Customer.

What are 4 characteristics of a good email? ›

12 Tips for Writing Effective Emails
  • Subject Lines are Important. ...
  • Use Bullet Points and Highlight Call to Action. ...
  • Keep it Short. ...
  • Don't Muddle Content. ...
  • Be Collegial. ...
  • Watch Your Tone. ...
  • Avoid Too Many Exclamation Marks and No Emojis. ...
  • Avoid Quotes That Could be Offensive to Others.
Oct 17, 2018

What are the 5 parts of a good email? ›

Emails can be broken into 5 major parts: the sender, subject line, salutations, body, and CTA. These pieces make up 99% of emails and provide an optimal format for engaging with clients and optimising conversions.

What is the most used email client? ›

An email client is desktop or cloud-based software that people use to manage, organize, read and send email. The most popular email clients are Gmail (Google), Outlook (Microsoft), Apple Mail (Apple) & Yahoo Mail (Yahoo).

What is the most used email client in the world? ›

What is the most widely used email service? According to Statista, Gmail is the most popular email client in today's world, with more than 1.5 billion active users globally. If you're going to focus on designing your emails for one email provider, Gmail is a good place to start.

What is the most important thing I should do with every email? ›

The most important aspect of the email is to make sure the other person knows what you're saying. Keep it straightforward. A first impression via email is never easy, because your tone and word usage can make or break a relationship.

What is a good customer service statement? ›

A customer service statement should be engaging – that would be fundamental to its success. It should give people a reason to work better, give them a sense of purpose and oneness, add value and meaning not just for customers, but for each person in the company.

What are 4 examples of customer service? ›

12 real-life customer service examples
  • Add a personal touch.
  • Be transparent and educate customers.
  • Respond quickly to all customer feedback.
  • Use creative and unexpected return policies.
  • Find a workaround when items are out of stock.
  • Build a connection with local shoppers.
  • Remember and reward repeat customers.
Apr 12, 2023

What is the best auto reply message sample? ›

"Thank you for contacting us" auto reply templates
  • Hi there! ...
  • Thanks for getting in touch! ...
  • We appreciate you taking the time to reach out to our team. ...
  • Hi there! ...
  • We've received your inquiry and will get back to you shortly. ...
  • We've opened a support ticket in response to your recent inquire. ...
  • Thank you for contacting us.

What is a good automatic reply? ›

Thank you for your email. I will be out of the office from mm/dd to mm/dd and will have limited access to email / will not have access to email. If this is urgent, please contact [NAME] at [EMAIL] or [PHONE]. I will do my best to respond promptly to your email when I return on mm/dd.

What is a good autoresponder message? ›

Here are some templates for effective automatic responses to those inside and outside your company:
  • “Thanks for your email. I'll be out of the office Aug. 8-12. ...
  • “I will be away from July 25-29. For urgent matters, you can contact my colleague, Marilyn Morales, at [email and phone number].”
  • “Thank you for your email.
May 25, 2023

What is a good opening sentence for an email? ›

Hello [Recipient's Name], I hope this email finds you well. Good [morning/afternoon/evening] [Recipient's Name], I hope you're having a great day so far! My name is [Your Name], and I wanted to introduce myself as [Your Job Role] at [Your Company Name]. I am reaching out to you because [Reason for Email].

How do you write a unique professional email? ›

Best Practices for Choosing Professional Looking Email Addresses
  1. Don't use numbers. Numbers are often at the end of email addresses to fulfill the unique requirements for free email providers. ...
  2. Keep it short. ...
  3. Make it easy to remember. ...
  4. Make sure it's pronounceable. ...
  5. Use “.” or “-” to separate words. ...
  6. Make it relevant.
Jan 14, 2021

What is a professional email greeting? ›

Beginning emails with “Dear [Name],” is best for formal emails and emails for contacting someone in a position of respect or authority. Using “Dear” as a direct address is common when sending cover letters and resumes to hiring managers and recruiters.

How do I create a custom email template in Outlook? ›

Create an email message template
  1. On the Home menu, click New E-mail. ...
  2. In the message body, enter the content that you want.
  3. In the message window, click File > Save As.
  4. In the Save As dialog box, in the Save as type list, click Outlook Template.
  5. In the File name box, type a name for your template, and then click Save.

How do I create a custom email template in Gmail? ›

Create or change a template
  1. Open Gmail and click Compose.
  2. In the Compose window, enter your template text.
  3. Click More. Templates.
  4. Choose an option: To create a new template, click Save draft as template Save as new template. ...
  5. (Optional) To send an email, compose your message and click Send.

Can you create a fillable email template in Outlook? ›

Shared Email Templates is an Outlook add-in to quickly create your own collection of templates with predefined or fillable fields, custom formatting, images, and attachments.

Can you create a HTML email template in Outlook? ›

If you want to use a theme or stationery on just one message, go to “Home” – >“New” – >“New Items” -> “Email Message Using” – > “More Stationery” – > “Choose a Theme” and then make your theme or stationery selection. Finally, compose your new HTML-formatted message and send it off.

Does Gmail have free email templates? ›

Yes, Gmail has free email templates. You can locate them in your Gmail account. Go to Settings > Advanced > Templates > select Enable, then save your changes.

Does Gmail app have templates? ›

No. Gmail templates are only available on the full desktop website.

How do I automate email templates in Gmail? ›

To access your Gmail settings, go up to the Settings cog and click “See All Settings.” Then, go over to the Advanced Tab. There you'll see that you have the option to Enable Email Templates. After you've changed the Templates setting to enabled, click Save Changes.

Does Microsoft Word have templates? ›

To find and apply a template in Word, do the following: On the File tab, click New. Under Available Templates, do one of the following: To use one of the built-in templates, click Sample Templates, click the template that you want, and then click Create.

How do I create a dynamic email template? ›

To create a dynamic subject line for an email, create or edit an email from the Email page in the left toolbar.
  1. Click. ...
  2. Click the. ...
  3. Enter a default subject line that will appear if the dynamic content does not apply. ...
  4. In the subject fields that follow, create a unique subject line for each rule segment in the rule group.
May 17, 2023

How do I create an email template in Office 365? ›

Create and use email templates
  1. Sign in to Outlook on the web. ...
  2. Select New message.
  3. Under the message body, select. ...
  4. If this is your first time using this add-in, under My Templates, select Continue.
  5. Select Template.
  6. Enter a title (this is for your reference only) and the template message, and then select Save.


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