What should a first response to a support ticket say?

Confirm you have it, say what happens next, and give a realistic timeframe. Customers escalate because of silence far more often than because of slow fixes.

How do you ask a customer for more information without annoying them?

Ask for one thing and say why you need it. A list of five questions reads as a form and gets a partial answer at best.

Customer support first response templates

First response time is the metric support teams are judged on, and most of it is spent typing the same acknowledgement. These three cover receipt, the follow-up question, and the holding update.

3 replies - free to copy or install

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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.

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].
Need one detail

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

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

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

Questions

What should a first response to a support ticket say?: Confirm you have it, say what happens next, and give a realistic timeframe. Customers escalate because of silence far more often than because of slow fixes.
How do you ask a customer for more information without annoying them?: Ask for one thing and say why you need it. A list of five questions reads as a form and gets a partial answer at best.

More support first responses messages

Support ticket closing message 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.

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