Handling the same customer situations again and again is part of everyday support work: acknowledging a request, announcing a delay, confirming a resolution, handling a complaint. Here are 20 ready-to-use templates, organized by situation, that you can copy directly — or import into Modula in one click with the JSON file provided at the end of this article.
How to use these templates
Each template is designed to be personalized with variables: replace {{first_name}}, {{ticket_number}} or {{date:Maintenance date}} with the actual details of the case. If you use Modula, these variables are automatically recognized as dynamic fields.
1. Simple acknowledgment
Subject: We've received your request — {{ticket_number}}
Hello {{first_name}},
We 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.
Best regards,
The Support Team
2. Acknowledgment with expected timeframe
Subject: Your request {{ticket_number}} is being processed
Hello {{first_name}},
Your request has been logged under reference {{ticket_number}}. Our team will get back to you within 48 hours at most.
Best regards,
The Support Team
3. Request for additional information
Subject: A few details needed — {{ticket_number}}
Hello {{first_name}},
So 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.
Best regards,
The Support Team
4. Processing delay notice
Subject: Update on your request {{ticket_number}}
Hello {{first_name}},
We 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.
Best regards,
The Support Team
5. Resolution confirmation
Subject: Your request {{ticket_number}} has been resolved
Hello {{first_name}},
We 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.
Best regards,
The Support Team
6. Request to confirm closure
Subject: Can we close your request {{ticket_number}}?
Hello {{first_name}},
If 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.
Best regards,
The Support Team
7. Escalation to a higher level
Subject: Your request {{ticket_number}} has been passed to our specialist team
Hello {{first_name}},
Your request requires additional expertise. We have passed it on to our specialist team, who will get back to you directly.
Best regards,
The Support Team
8. Apology for a malfunction
Subject: Our apologies regarding {{ticket_number}}
Hello {{first_name}},
We have identified the problem you are experiencing and we are sincerely sorry. Here is what we are putting in place: [specify].
Best regards,
The Support Team
9. Response to a complaint
Subject: Your complaint {{ticket_number}} — our response
Hello {{first_name}},
We have carefully reviewed your complaint. After investigation, here is our response: [specify]. We remain at your disposal for any further questions.
Best regards,
The Support Team
10. Compensation offer / goodwill gesture
Subject: A gesture from us — {{ticket_number}}
Hello {{first_name}},
To make up for the inconvenience, we would like to offer you [specify the goodwill gesture]. We hope this will help restore your trust.
Best regards,
The Support Team
11. Follow-up on a ticket with no reply
Subject: Still here to help — {{ticket_number}}
Hello {{first_name}},
We 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?
Best regards,
The Support Team
12. Feedback / satisfaction request after resolution
Subject: Your feedback matters to us
Hello {{first_name}},
Now 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].
Best regards,
The Support Team
13. Scheduled maintenance notice
Subject: Scheduled maintenance on {{date:Maintenance date}}
Hello {{first_name}},
We 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.
Best regards,
The Support Team
14. Response to an out-of-scope request
Subject: Your request {{ticket_number}}
Hello {{first_name}},
Your 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.
Best regards,
The Support Team
15. Cancellation confirmation
Subject: Cancellation confirmation — {{ticket_number}}
Hello {{first_name}},
We confirm that your [order/subscription/service] has been canceled as requested. You will receive a further confirmation shortly.
Best regards,
The Support Team
16. Refund confirmation
Subject: Your refund is on its way — {{ticket_number}}
Hello {{first_name}},
We confirm that your refund has been initiated and will appear in your account within 5 to 10 business days, depending on your bank.
Best regards,
The Support Team
17. Follow-up when requested information is missing
Subject: Awaiting your reply — {{ticket_number}}
Hello {{first_name}},
We 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.
Best regards,
The Support Team
18. Standard answer to a frequently asked question (FAQ)
Subject: Answer to your question — {{ticket_number}}
Hello {{first_name}},
Thank 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.
Best regards,
The Support Team
19. Welcome message for a new customer
Subject: Welcome aboard, {{first_name}}!
Hello {{first_name}},
We are delighted to count you among our customers. Feel free to contact us if you have any questions as you get started.
Best regards,
The Support Team
20. Final closure of a complex case
Subject: Closure of your case {{ticket_number}}
Hello {{first_name}},
We 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.
Best regards,
The Support Team
Import these 20 templates directly into Modula
Rather than copying and pasting each template one by one, download the JSON file below and import it into your Modula library in one click (Settings → Import / Export → Import a file…).
Download the JSON file with the 20 templates →
The file contains the 20 SmartMails and their “Customer support” folder, ready to use. Not convinced yet? The SmartMails page details the feature and explains the import step by step.
Not using Modula yet? Install the extension for free to organize your email templates, insert them in one click, and keep all your data local.