Request more information email templates
Every round of back-and-forth adds a day to a ticket. This template asks for everything you need in one go, as a short numbered list, and explains briefly why you need it so the customer doesn't skip items. The cursor lands on the list, so you only type the questions that apply to this case.
;cs-need-info;cs-need-info in any app.Variations
The same message for a different channel or tone. Copy the one that fits.
A ready-made list for software issues, so you can delete rather than type.
For asking one question at a time in chat.
When to use it
- You can't help without more detail from the customer.
- The first message was a vague "it doesn't work".
- You want to avoid a slow back-and-forth on email.
What to avoid
- Don't ask for information you can look up yourself, like their plan or signup date.
- Don't ask more than five things. If you need more, call or screen-share instead.
- Don't ask for passwords or full card numbers, ever.
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.
- Cursor
{cursor} - Where your cursor lands after the snippet expands, so you can start typing the personal part straight away.
- Your name
{fill:Your name} - Your first name.
Tips
- •Number the questions. Customers answer numbered lists more completely.
- •The checklist variant is a good starting point; delete what doesn't apply instead of typing from scratch.
- •If you dictate replies, say "new line" (a beta voice command) between questions to keep each one on its own line.
Works in Zendesk, Help Scout, Intercom, Freshdesk 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.
Agree one standard checklist per product area and share it as a team snippet. Engineering gets consistent bug reports, and agents stop forgetting the app version.
See Retext for TeamsQuestions
How do you ask a customer for more information politely?
Thank them for what they've sent, ask for everything else you need in one numbered list, and say what happens once you have it.
What should a support agent ask for in a bug ticket?
The account email, device and app version, the steps they took, and a screenshot or recording. Only ask for what you can't already see.
Related templates
Troubleshooting steps
;cs-try-stepsCustomer support
Hi [Customer name], Sorry about the trouble with [Problem]. These steps fix it in most cases. Try them in order and stop…
Waiting on your reply
;cs-nudgeCustomer support
Hi [Customer name], Just checking in on this. To keep going, I still need [What you need]. If it's already sorted, no ne…
Ticket received
;cs-got-itCustomer support
Hi [Customer name], Thanks for getting in touch. I've got your message about [Topic] and I'm looking into it now. I'll g…
Type ;cs-need-info, get the whole reply
Retext expands your snippets in every Mac app and fills in names, dates and order numbers for you.
Free to start. No account required on the Mac.