Ticket closed email templates
The last message on a ticket is the one the customer remembers. This template recaps what was fixed in one sentence, tells them how to come back if it breaks again, and asks for feedback in a way that takes one click. It's short on purpose: the work is done, and the closing note shouldn't feel like more work.
;cs-closing;cs-closing in any app.Variations
The same message for a different channel or tone. Copy the one that fits.
For ending a live chat.
For a hard ticket where a survey ask would land badly.
When to use it
- The problem is solved and the customer has confirmed it, or clearly will.
- You're wrapping up a chat.
- A long or difficult ticket is finally done.
What to avoid
- Don't close a ticket the customer hasn't confirmed is fixed when the fix was uncertain.
- Don't ask for a review on a ticket that went badly. Use the no-survey variant.
- Don't add new information in the closing message. If there's more to say, the ticket isn't closed.
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.
- One-line recap
{fill:One-line recap} - What was fixed, e.g. "your invoices now show your company's VAT number".
- Feedback link
{fill:Feedback link} - Your satisfaction survey link, or delete the line if your help desk adds one.
- Your name
{fill:Your name} - Your first name.
Tips
- •The one-line recap doubles as a note for whoever reads the ticket later.
- •Pair it with ;cs-nudge: nudge when the customer goes quiet, and close with this one once they confirm.
- •If your help desk sends its own survey, drop the feedback line to avoid asking twice.
Works in Zendesk, Help Scout, Intercom, Front 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.
A shared closing snippet keeps the survey link the same for every agent, so survey results compare like with like.
See Retext for TeamsQuestions
What should you say when closing a support ticket?
A one-line recap of what was fixed, how to reopen it, and optionally a short feedback request. Keep it brief.
When should you ask for customer feedback?
At the end of a resolved ticket, while the experience is fresh. Skip the ask when the ticket went badly; follow up later instead.
Related templates
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…
Reply to positive feedback
;cs-kind-wordsCustomer support
Hi [Customer name], Thank you, this made my day. [What you appreciated] I've shared your message with [Team or person],…
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-closing, get the whole reply
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