How do you close a support ticket politely?

Summarise what was done, say how to reopen it, and thank them once. A closing message with no summary invites a "wait, what was the fix?" reply.

How do you tell a customer their request is out of scope?

Say what you cannot do, then what you can. An answer that ends on the alternative rather than the refusal keeps the conversation civil.

Support ticket closing message templates

Closing a ticket badly reopens it. These say what was done, what to do if it recurs, and how to handle the awkward cases - a known issue, a refund, and a request you cannot fulfil.

5 replies - free to copy or install

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

The messages

Copy any of these as they are, or install the support first responses pack to keep them on your keyboard. Anything in brackets is a blank the app fills as you send.

Resolved

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

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

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

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

These are part of the Support first responses pack, which installs all 10 replies in one tap.

Questions

How do you close a support ticket politely?: Summarise what was done, say how to reopen it, and thank them once. A closing message with no summary invites a "wait, what was the fix?" reply.
How do you tell a customer their request is out of scope?: Say what you cannot do, then what you can. An answer that ends on the alternative rather than the refusal keeps the conversation civil.

More support first responses messages

Customer support first response templates

Save your first reply in under a minute.

Then never type it again. Free to download, no account and no card - five replies of your own, and the keyboard in every app. Pro is $19.99 a year or $2.99 a month after a 7-day trial.

Download on the App Store

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