Holiday support hours message templates
Holiday closures cause tickets when customers don't know they're happening. This template announces reduced hours clearly: the dates, how fast you'll reply in the meantime, when normal service returns and where to go if something is urgent. Use it as an auto-reply, a chat banner or a note at the top of replies in the run-up to the break.
;cs-hours-holiday;cs-hours-holiday in any app.Variations
The same message for a different channel or tone. Copy the one that fits.
When nobody is answering at all during the break.
A one-line notice for a chat widget or status message.
When to use it
- In the week before a holiday closure, at the top of replies.
- As your help desk auto-reply during the break.
- As a chat widget banner or a Slack status for a shared support channel.
What to avoid
- Don't promise response times your skeleton crew can't meet.
- Don't leave out the urgent option if you have one. It's the first thing anxious customers look for.
- Don't forget to turn the auto-reply off when you're back.
The fields in this template
Retext fills these in when the snippet expands. In plain text they become [brackets] to replace by hand.
- Customer name
{fill:Customer name} - Their first name, or delete the greeting for an auto-reply.
- Start date
{fill:Start date} - First day of reduced hours.
- End date
{fill:End date} - Last day of reduced hours.
- Holiday
{fill:Holiday} - e.g. "the holidays", "Thanksgiving" or "Lunar New Year".
- Response time
{fill:Response time} - e.g. "48 hours".
- Return date
{fill:Return date} - First day of normal service.
- Urgent contact
{fill:Urgent contact} - e.g. "email urgent@example.com and the on-call person will pick it up".
- Your name
{fill:Your name} - Your first name or team name.
- Help center link
{fill:Help center link} - Your help center URL.
Tips
- •Fill it in once in December and save the filled version as a temporary snippet for the whole team.
- •Pair it with the holiday out-of-office template for your personal inbox.
- •If you're covering support over the break, keep the filled-in version handy so every reply quotes the same dates.
Works in Zendesk, Intercom, Slack, Gmail and every other app
Retext types the snippet wherever your cursor is. To use a different version in one app, give it the same trigger and limit it to that app with per-app snippets. They go by app, not website, so every tab in your browser counts as one app.
Publish the holiday wording in the team pack a week ahead. Everyone's replies, the chat banner and the auto-reply all say the same dates.
See Retext for TeamsQuestions
How do you tell customers about holiday support hours?
Give the dates, the expected response time, when normal service returns and an urgent contact. Announce it a week ahead and again as an auto-reply.
Should support close completely over the holidays?
It depends on your customers. Many teams run a small rota with slower response times and an urgent contact, which avoids a January backlog.
Related templates
Holiday out of office
;ooo-holEmail & out of office
Hello, Our office is closed for [Holiday name] from [Closing date] to [Reopening date], so replies will be slower than u…
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;cs-outageCustomer support
Hi [Customer name], Thanks for reporting this. It's not you: we're having an issue with [Affected service] since [Start…
Christmas out of office
;ooo-xmasEmail & out of office
Hi, Thanks for your message. Our office is closed from [Closing date] and reopens on [Reopening date]. If something urge…
Type ;cs-hours-holiday, get the whole reply
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