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Closing support ticket email template

Closing a ticket well leaves the customer feeling helped, not hurried out the door. This email confirms what you fixed, makes it easy to come back if it isn't solved, and asks one light question about how it went.

Subject line

Following up on [brief issue description]

Email body

Hi [first name], Good news: we believe [brief issue description] is now sorted. What we did: [one-line summary of the fix]. I'm going to mark this one as resolved, but if anything still isn't working the way you expect, reply to this email and it'll reopen straight away. No need to start over. If you have a second, I'd love to know whether this fully solved it for you. A quick yes or no helps us do better. Thanks for your patience while we worked through it. [Your name] [Company]

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When to use this email

  • You've resolved the customer's issue and are closing the ticket

  • You want to confirm the fix and give the customer an easy way back in

  • You'd like a quick read on whether the customer is satisfied

Tips for making it yours

Restate what you fixed so the customer knows exactly what was done

Make reopening effortless: a reply should beat opening a new ticket

Keep the satisfaction ask to one question; long surveys get skipped

Avoid closing the moment you reply. Give them room to say it's not fixed

Selvo Shared Inbox

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Save this as a saved reply in Selvo's shared inbox, and your whole team sends it in two keystrokes, with assignments, internal notes, and no two agents answering the same email twice.

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More email templates

Out-of-office email

A good out-of-office reply does three jobs. It tells people when you're back, gives them a way to get help now, and names who to reach for anything urgent. This one does all three in a few lines.

Ticket received acknowledgment

The first reply a customer gets sets the tone for the whole ticket. This acknowledgment confirms you've got their message, tells them when to expect a real answer, and points them somewhere useful in the meantime.

Auto-reply email

An auto-reply is the first thing a customer sees after they hit send. A good one does two things fast: confirms you got their message and tells them when to expect a real reply. This one also points them to help they can use right now.

Holiday hours email

When your support hours change for a holiday, the kindest thing you can do is say so before someone is left waiting. This email tells customers what's closed, when you're back, and how to get help in the meantime.

Browse all 47 support email templates →

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