FastReply

Customer support

Canned responses for customer support

The first reply decides how the rest of a support conversation goes. These ten are the openers: acknowledged, being looked at, need one more detail, here is what happened. All with blanks for the name and the specifics.

10 replies - free to install

Install in Fast Reply Don't have the app yet?

What's in it

Every reply below lands in your library as a folder. Anything in brackets is a blank the app asks you to fill as you send.

  1. Acknowledged

    Thanks for writing in, [Client Name] - I've got this and I'm looking into it now. I'll come back to you by [Date].

  2. Need one detail

    Happy to sort this out. Could you send me [Detail Needed]? That's the one thing I need to get moving.

  3. Still working on it

    Quick update: still on this, no answer yet. I didn't want to leave you wondering. Next update by [Date].

  4. Escalated

    I've passed this to the team who can fix it properly. Your reference is [Reference] - I'm still watching it from my end.

  5. Resolved

    This should be sorted now: [Resolution]. Give it a try and tell me if anything's still off.

  6. Known issue

    You've hit something we already know about. A fix is coming in [Timeframe]. In the meantime: [Workaround].

  7. Can't reproduce

    I tried to recreate this and couldn't get it to happen. Could you tell me [Reproduction Detail]? That'll help me see what you're seeing.

  8. Refund processed

    I've refunded [Amount] to your original payment method. It usually lands within [Timeframe].

  9. Out of scope

    That one's outside what we can change, and I'd rather tell you straight than leave you waiting. What I can do is [Alternative].

  10. Closing the loop

    Closing this out since it's sorted - but reply any time and it reopens straight to me.

By the message you need to send

The same replies, grouped by the moment they are for - each page explains when to send it and what to say.

Questions

What makes a good first response to a support ticket?
Naming the actual problem back to them, and giving a real timeframe rather than "as soon as possible". Both signal a person read it, which is most of what an angry customer wants.
How do I buy time without sounding like a stall?
Say what you are doing and when you will next update them. A specific next contact time is the difference between patience and escalation.
Can support agents share one set of replies?
A folder can be handed to someone else as a link, so a team can answer with the same wording without anyone retyping it. Creating the link is a Pro feature; installing one is free.
Are these free?
Yes. The pack is free to install and the keyboard is free to use.

More packs

Other sets to start from

  • Beauty & salon

    Beauty

    Booking confirmations, deposits, running-late and reschedule replies for a salon chair.

    See the replies

  • Everyday

    Everyday

    On my way, running late, can I call you back - the messages you send most.

    See the replies

  • Freelance & agency

    Freelance

    Scope, rates, deposit terms and kickoff notes so every new client hears the same thing.

    See the replies

Install it, then make it yours.

Keep the replies you'd actually send, change the wording, add your own blanks.

Download on the App Store

For iPhone and iPad · English, Spanish, French, German and Japanese