Here’s a set of versatile, friendly, and humanized canned responses for a few scenarios. These are designed to be flexible so that your team can easily adapt them as needed while ensuring they feel personal. Before implementing them, make sure to use Freshdesk’s placeholders, so that some parts such as {{ticket.requester.firstname}} is automatically changed.
1. Receiving a Ticket
Subject: We’ve Received Your Request
Message:
Hi [Customer Name],
Thank you for reaching out! We’ve received your ticket (#{{ticket.id}}), and our team is already looking into it. We’ll get back to you as soon as possible with an update. If you have any additional details or attachments to share, feel free to reply to this email.
Thanks for choosing FD Help—we’re here to assist!
Best regards,
[Your Name]
[Your Position]
2. Escalating the Ticket
Subject: Your Ticket Has Been Escalated
Message:
Hi [Customer Name],
We’re committed to resolving your issue as quickly as possible. Your ticket (#{{ticket.id}}) has been escalated to a senior team member who is better equipped to assist. We’ll update you shortly with the next steps or a resolution.
Thank you for your patience, and let us know if you have any additional questions in the meantime.
Best regards,
[Your Name]
[Your Position]
3. Following Up on an Unanswered Question
Subject: Just Checking In
Message:
Hi [Customer Name],
I wanted to follow up on my last message regarding ticket (#{{ticket.id}}). We’re eager to assist you but need a bit more information to proceed. Could you let us know [specific details]?
Looking forward to hearing from you!
Best regards,
[Your Name]
[Your Position]
4. A Feature That Will Not Be Implemented
Subject: Regarding Your Feature Request
Message:
Hi [Customer Name],
Thank you for sharing your feature suggestion with us. After careful consideration, we wanted to let you know that it’s not something we’ll be implementing at this time.
We value your feedback—it helps us improve, and we encourage you to share more ideas with us in the future.
Thanks for understanding, and let us know if there’s anything else we can assist with.
Best regards,
[Your Name]
[Your Position]
5. An Issue That Takes More Time to Fix
Subject: Update on Your Request
Message:
Hi [Customer Name],
I wanted to let you know that we’re actively working on resolving the issue with your ticket (#{{ticket.id}}). It’s taking a bit longer than expected, but rest assured, it’s a priority for us.
We’ll keep you updated on our progress and notify you as soon as we have a solution. Thank you for your patience!
Best regards,
[Your Name]
[Your Position]
6. Clarifying Question to Get More Details
Subject: A Quick Clarification Needed
Message:
Hi [Customer Name],
Thanks for reaching out! To assist you better with your ticket (#{{ticket.id}}), could you clarify [specific detail]? This will help us resolve your issue more quickly.
Looking forward to your response. We’re here to help!
Best regards,
[Your Name]
[Your Position]
7. Churn Risk Response
Subject: Let’s Make Things Right
Message:
Hi [Customer Name],
I understand you’re feeling frustrated, and I want to assure you that your concerns are our priority. Please let us know what’s been troubling you, and we’ll do our best to address it promptly.
Your satisfaction means everything to us, and we’d love to work together to improve your experience with FD Help.
Best regards,
[Your Name]
[Your Position]
8. Takes More Time to Address the Issue
Subject: Update on Your Request
Message:
Hi [Customer Name],
Thank you for your patience while we work on your ticket (#{{ticket.id}}). The issue is a bit more complex than expected, and we’re dedicating extra time to ensure it’s resolved properly.
We’ll keep you updated regularly and notify you as soon as we have news. Thanks for understanding!
Best regards,
[Your Name]
[Your Position]
9. Feature Is on the Roadmap but No ETA
Subject: Your Feature Request Update
Message:
Hi [Customer Name],
Thank you for your great suggestion! We’re excited to let you know that this feature is on our roadmap. While we don’t have a confirmed timeline just yet, it’s something we’re actively working towards.
We’ll be sure to notify you once it’s available. Thanks for your patience and for helping us make FD Help even better!
Best regards,
[Your Name]
[Your Position]
10. We’d love your feedback
Hello [Customer Name],
Thank you for giving us the opportunity to assist you with your [specific issue/ticket subject]! We hope your experience was smooth and that we were able to meet your expectations.
Your feedback is incredibly valuable to us, as it helps us improve and provide even better service in the future. Could you please take a moment to share your thoughts by clicking the link below?
We appreciate your time and honesty. If there’s anything more we can do to assist you, please don’t hesitate to let us know!
Thank you for choosing [Your Company Name].
[Your Name]
[Your Position]