{
  "version": "1.0",
  "exportedAt": "2026-09-13T09:00:00.000Z",
  "_source": "https://modula.isyour.app/en/blog/customer-support-email-templates",
  "folders": [
    {
      "id": "folder_modula_support_client_en",
      "name": "Customer support",
      "icon": "🎧",
      "allowedDomains": [],
      "categories": [
        "mail:Customer support"
      ],
      "order": 0
    }
  ],
  "snippets": [
    {
      "id": "a1e10000-0000-4000-8000-000000000001",
      "type": "mail",
      "title": "Simple acknowledgment",
      "to": "",
      "cc": "",
      "subject": "We've received your request — {{ticket_number}}",
      "content": "Hello {{first_name}},\n\nWe confirm that we have received your request, and thank you for contacting us. Our team is on it and will get back to you as soon as possible.\n\nBest regards,\nThe Support Team",
      "replaceAll": false,
      "category": "Customer support",
      "keyword": "!ack",
      "pinned": false,
      "useCount": 0,
      "createdAt": 1788598800000,
      "updatedAt": 1788598800000,
      "source": "local"
    },
    {
      "id": "a1e10000-0000-4000-8000-000000000002",
      "type": "mail",
      "title": "Acknowledgment with expected timeframe",
      "to": "",
      "cc": "",
      "subject": "Your request {{ticket_number}} is being processed",
      "content": "Hello {{first_name}},\n\nYour request has been logged under reference {{ticket_number}}. Our team will get back to you within 48 hours at most.\n\nBest regards,\nThe Support Team",
      "replaceAll": false,
      "category": "Customer support",
      "keyword": "!ack-time",
      "pinned": false,
      "useCount": 0,
      "createdAt": 1788598800000,
      "updatedAt": 1788598800000,
      "source": "local"
    },
    {
      "id": "a1e10000-0000-4000-8000-000000000003",
      "type": "mail",
      "title": "Request for additional information",
      "to": "",
      "cc": "",
      "subject": "A few details needed — {{ticket_number}}",
      "content": "Hello {{first_name}},\n\nSo that we can handle your request as effectively as possible, could you please send us the following: [specify]? We will get back to you as soon as we receive them.\n\nBest regards,\nThe Support Team",
      "replaceAll": false,
      "category": "Customer support",
      "keyword": "!more-info",
      "pinned": false,
      "useCount": 0,
      "createdAt": 1788598800000,
      "updatedAt": 1788598800000,
      "source": "local"
    },
    {
      "id": "a1e10000-0000-4000-8000-000000000004",
      "type": "mail",
      "title": "Processing delay notice",
      "to": "",
      "cc": "",
      "subject": "Update on your request {{ticket_number}}",
      "content": "Hello {{first_name}},\n\nWe wanted to let you know that your request is taking a little longer than expected to process. We are doing everything we can to get back to you quickly, and we apologize for the additional delay.\n\nBest regards,\nThe Support Team",
      "replaceAll": false,
      "category": "Customer support",
      "keyword": "!delay",
      "pinned": false,
      "useCount": 0,
      "createdAt": 1788598800000,
      "updatedAt": 1788598800000,
      "source": "local"
    },
    {
      "id": "a1e10000-0000-4000-8000-000000000005",
      "type": "mail",
      "title": "Resolution confirmation",
      "to": "",
      "cc": "",
      "subject": "Your request {{ticket_number}} has been resolved",
      "content": "Hello {{first_name}},\n\nWe are pleased to confirm that your request has been successfully resolved. Please don't hesitate to get back to us if you have any questions.\n\nBest regards,\nThe Support Team",
      "replaceAll": false,
      "category": "Customer support",
      "keyword": "!resolved",
      "pinned": false,
      "useCount": 0,
      "createdAt": 1788598800000,
      "updatedAt": 1788598800000,
      "source": "local"
    },
    {
      "id": "a1e10000-0000-4000-8000-000000000006",
      "type": "mail",
      "title": "Request to confirm closure",
      "to": "",
      "cc": "",
      "subject": "Can we close your request {{ticket_number}}?",
      "content": "Hello {{first_name}},\n\nIf we don't hear from you within 5 days, we will consider your request resolved and close it. Feel free to reply if you need anything else.\n\nBest regards,\nThe Support Team",
      "replaceAll": false,
      "category": "Customer support",
      "keyword": "!confirm-close",
      "pinned": false,
      "useCount": 0,
      "createdAt": 1788598800000,
      "updatedAt": 1788598800000,
      "source": "local"
    },
    {
      "id": "a1e10000-0000-4000-8000-000000000007",
      "type": "mail",
      "title": "Escalation to a higher level",
      "to": "",
      "cc": "",
      "subject": "Your request {{ticket_number}} has been passed to our specialist team",
      "content": "Hello {{first_name}},\n\nYour request requires additional expertise. We have passed it on to our specialist team, who will get back to you directly.\n\nBest regards,\nThe Support Team",
      "replaceAll": false,
      "category": "Customer support",
      "keyword": "!escalate",
      "pinned": false,
      "useCount": 0,
      "createdAt": 1788598800000,
      "updatedAt": 1788598800000,
      "source": "local"
    },
    {
      "id": "a1e10000-0000-4000-8000-000000000008",
      "type": "mail",
      "title": "Apology for a malfunction",
      "to": "",
      "cc": "",
      "subject": "Our apologies regarding {{ticket_number}}",
      "content": "Hello {{first_name}},\n\nWe have identified the problem you are experiencing and we are sincerely sorry. Here is what we are putting in place: [specify].\n\nBest regards,\nThe Support Team",
      "replaceAll": false,
      "category": "Customer support",
      "keyword": "!apology",
      "pinned": false,
      "useCount": 0,
      "createdAt": 1788598800000,
      "updatedAt": 1788598800000,
      "source": "local"
    },
    {
      "id": "a1e10000-0000-4000-8000-000000000009",
      "type": "mail",
      "title": "Response to a complaint",
      "to": "",
      "cc": "",
      "subject": "Your complaint {{ticket_number}} — our response",
      "content": "Hello {{first_name}},\n\nWe have carefully reviewed your complaint. After investigation, here is our response: [specify]. We remain at your disposal for any further questions.\n\nBest regards,\nThe Support Team",
      "replaceAll": false,
      "category": "Customer support",
      "keyword": "!complaint",
      "pinned": false,
      "useCount": 0,
      "createdAt": 1788598800000,
      "updatedAt": 1788598800000,
      "source": "local"
    },
    {
      "id": "a1e10000-0000-4000-8000-000000000010",
      "type": "mail",
      "title": "Compensation offer / goodwill gesture",
      "to": "",
      "cc": "",
      "subject": "A gesture from us — {{ticket_number}}",
      "content": "Hello {{first_name}},\n\nTo make up for the inconvenience, we would like to offer you [specify the goodwill gesture]. We hope this will help restore your trust.\n\nBest regards,\nThe Support Team",
      "replaceAll": false,
      "category": "Customer support",
      "keyword": "!goodwill",
      "pinned": false,
      "useCount": 0,
      "createdAt": 1788598800000,
      "updatedAt": 1788598800000,
      "source": "local"
    },
    {
      "id": "a1e10000-0000-4000-8000-000000000011",
      "type": "mail",
      "title": "Follow-up on a ticket with no reply",
      "to": "",
      "cc": "",
      "subject": "Still here to help — {{ticket_number}}",
      "content": "Hello {{first_name}},\n\nWe are following up on your request, as we haven't heard back from you. Would you like us to keep working on it, or have you found a solution on your side?\n\nBest regards,\nThe Support Team",
      "replaceAll": false,
      "category": "Customer support",
      "keyword": "!no-reply",
      "pinned": false,
      "useCount": 0,
      "createdAt": 1788598800000,
      "updatedAt": 1788598800000,
      "source": "local"
    },
    {
      "id": "a1e10000-0000-4000-8000-000000000012",
      "type": "mail",
      "title": "Feedback / satisfaction request after resolution",
      "to": "",
      "cc": "",
      "subject": "Your feedback matters to us",
      "content": "Hello {{first_name}},\n\nNow that your request {{ticket_number}} has been resolved, we would love to know how satisfied you are. It only takes a few minutes to answer our short survey: [link].\n\nBest regards,\nThe Support Team",
      "replaceAll": false,
      "category": "Customer support",
      "keyword": "!feedback",
      "pinned": false,
      "useCount": 0,
      "createdAt": 1788598800000,
      "updatedAt": 1788598800000,
      "source": "local"
    },
    {
      "id": "a1e10000-0000-4000-8000-000000000013",
      "type": "mail",
      "title": "Scheduled maintenance notice",
      "to": "",
      "cc": "",
      "subject": "Scheduled maintenance on {{date:Maintenance date}}",
      "content": "Hello {{first_name}},\n\nWe would like to inform you that maintenance is scheduled for {{date:Maintenance date}}. The service may be temporarily unavailable during this time. Thank you for your understanding.\n\nBest regards,\nThe Support Team",
      "replaceAll": false,
      "category": "Customer support",
      "keyword": "!maintenance",
      "pinned": false,
      "useCount": 0,
      "createdAt": 1788598800000,
      "updatedAt": 1788598800000,
      "source": "local"
    },
    {
      "id": "a1e10000-0000-4000-8000-000000000014",
      "type": "mail",
      "title": "Response to an out-of-scope request",
      "to": "",
      "cc": "",
      "subject": "Your request {{ticket_number}}",
      "content": "Hello {{first_name}},\n\nYour request concerns an area that is outside the scope of our service. We invite you to contact [relevant department/contact], who will be able to help you.\n\nBest regards,\nThe Support Team",
      "replaceAll": false,
      "category": "Customer support",
      "keyword": "!out-of-scope",
      "pinned": false,
      "useCount": 0,
      "createdAt": 1788598800000,
      "updatedAt": 1788598800000,
      "source": "local"
    },
    {
      "id": "a1e10000-0000-4000-8000-000000000015",
      "type": "mail",
      "title": "Cancellation confirmation",
      "to": "",
      "cc": "",
      "subject": "Cancellation confirmation — {{ticket_number}}",
      "content": "Hello {{first_name}},\n\nWe confirm that your [order/subscription/service] has been canceled as requested. You will receive a further confirmation shortly.\n\nBest regards,\nThe Support Team",
      "replaceAll": false,
      "category": "Customer support",
      "keyword": "!cancel",
      "pinned": false,
      "useCount": 0,
      "createdAt": 1788598800000,
      "updatedAt": 1788598800000,
      "source": "local"
    },
    {
      "id": "a1e10000-0000-4000-8000-000000000016",
      "type": "mail",
      "title": "Refund confirmation",
      "to": "",
      "cc": "",
      "subject": "Your refund is on its way — {{ticket_number}}",
      "content": "Hello {{first_name}},\n\nWe confirm that your refund has been initiated and will appear in your account within 5 to 10 business days, depending on your bank.\n\nBest regards,\nThe Support Team",
      "replaceAll": false,
      "category": "Customer support",
      "keyword": "!refund",
      "pinned": false,
      "useCount": 0,
      "createdAt": 1788598800000,
      "updatedAt": 1788598800000,
      "source": "local"
    },
    {
      "id": "a1e10000-0000-4000-8000-000000000017",
      "type": "mail",
      "title": "Follow-up when requested information is missing",
      "to": "",
      "cc": "",
      "subject": "Awaiting your reply — {{ticket_number}}",
      "content": "Hello {{first_name}},\n\nWe are still waiting for the information we requested earlier so that we can continue processing your case. Please send it to us as soon as possible.\n\nBest regards,\nThe Support Team",
      "replaceAll": false,
      "category": "Customer support",
      "keyword": "!awaiting-info",
      "pinned": false,
      "useCount": 0,
      "createdAt": 1788598800000,
      "updatedAt": 1788598800000,
      "source": "local"
    },
    {
      "id": "a1e10000-0000-4000-8000-000000000018",
      "type": "mail",
      "title": "Standard answer to a frequently asked question (FAQ)",
      "to": "",
      "cc": "",
      "subject": "Answer to your question — {{ticket_number}}",
      "content": "Hello {{first_name}},\n\nThank you for your message. Here is the answer to your question: [insert FAQ answer]. Don't hesitate to get back to us if this doesn't fully resolve your request.\n\nBest regards,\nThe Support Team",
      "replaceAll": false,
      "category": "Customer support",
      "keyword": "!faq",
      "pinned": false,
      "useCount": 0,
      "createdAt": 1788598800000,
      "updatedAt": 1788598800000,
      "source": "local"
    },
    {
      "id": "a1e10000-0000-4000-8000-000000000019",
      "type": "mail",
      "title": "Welcome message for a new customer",
      "to": "",
      "cc": "",
      "subject": "Welcome aboard, {{first_name}}!",
      "content": "Hello {{first_name}},\n\nWe are delighted to count you among our customers. Feel free to contact us if you have any questions as you get started.\n\nBest regards,\nThe Support Team",
      "replaceAll": false,
      "category": "Customer support",
      "keyword": "!welcome",
      "pinned": false,
      "useCount": 0,
      "createdAt": 1788598800000,
      "updatedAt": 1788598800000,
      "source": "local"
    },
    {
      "id": "a1e10000-0000-4000-8000-000000000020",
      "type": "mail",
      "title": "Final closure of a complex case",
      "to": "",
      "cc": "",
      "subject": "Closure of your case {{ticket_number}}",
      "content": "Hello {{first_name}},\n\nWe confirm that your case is now definitively closed. Thank you for your patience while it was being handled; we remain at your disposal for any new request.\n\nBest regards,\nThe Support Team",
      "replaceAll": false,
      "category": "Customer support",
      "keyword": "!final-close",
      "pinned": false,
      "useCount": 0,
      "createdAt": 1788598800000,
      "updatedAt": 1788598800000,
      "source": "local"
    }
  ]
}