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Ticket received acknowledgment email template

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.

Subject line

We got your message (ticket #[ticket number])

Email body

Hi [first name], Thanks for reaching out. We've received your message and opened ticket #[ticket number] so we can track it. A member of our team will get back to you within [response time, e.g. one business day]. If anything changes or you have more detail to add, reply to this email and it'll stay on the same ticket. In the meantime, you might find a faster answer here: [help center link]. Talk soon, [Team name]

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When to use this email

  • A customer emails your support address and you can't reply with a full answer immediately

  • You want to set a clear response-time expectation up front

  • You're using auto-acknowledgments to reduce "did you get my email?" follow-ups

Tips for making it yours

Give a real response window, then beat it. Under-promise and over-deliver

Include the ticket number so replies thread correctly

Point to the help center; a chunk of senders will solve it themselves

Sound human even if it's automated. Skip the robotic "your inquiry has been logged"

Selvo Shared Inbox

Send replies like this without the copy-paste

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.

See how Selvo Shared Inbox works

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.

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.

Closing a support ticket

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.

Browse all 47 support email templates →

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