Free templates
Customer support reply templates
Replies for the conversations every support team has, written to sound like a person. Copy one, fill in the brackets, and make it yours.
For software and SaaS teams
Billing, bugs, outages, accounts and the conversations in between.
- Refund request reply templatesA refund request is often the last conversation you have with a customer, so it decides what they tell other people about you. Answer quickly, state the outcome in the first line, and explain the next step plainly.
- How to reply to an angry customerAn angry message usually means the customer has already lost time and trust. A good reply names the actual problem, owns your part of it, and tells them exactly what happens next.
- Bug report reply templatesCustomers who report bugs are doing you a favour. Acknowledge the report, ask only for the details that help, and come back when it ships so they know it mattered.
- Feature request reply templatesFeature requests deserve a real answer, not a black hole. Tell people what will happen with their idea, even when the answer is no, and write back if it ships.
- Outage and incident communication templatesDuring an outage, customers want to know three things: is it you, are you on it, and when will they hear more. Afterwards, they want an honest account of what happened and what you are changing.
- Cancellation request reply templatesWhen someone asks to cancel, the respectful move is to cancel. Confirm it clearly, tell them what happens next, and if you make an offer, make it once and make it easy to ignore.
- Failed payment email templatesMost failed payments are an expired card, not a customer who wants to leave. A calm, specific message with a direct link to fix it recovers most of them.
- Account deletion request reply templatesA deletion request is a legal and trust matter at once. Verify that the request really comes from the account owner, then confirm in writing what you deleted, what you kept and why.
- Login problem reply templatesA locked-out customer can't do anything else in your product, so these tickets deserve priority. Get them back in quickly, but never skip the checks that keep someone else out.
- Auto-reply templates for support emailsAn auto-reply has one job: tell the customer their message arrived and when a human will answer. Keep it short, honest about timing, and helpful in the meantime.
- Follow-up email templates when a customer stops replyingCustomers go silent for all sorts of reasons, and most of them are good news. A short nudge, then a polite close, keeps your queue clean without making anyone feel dismissed.
- Escalation to engineering reply templates"Escalated" means little to a customer unless you say what it means. Tell them who has the issue now, what you need from them, and when you'll be back in touch.
For app and game developers
Store reviews, purchases, crashes, bans and player feedback.
- How to reply to a negative app reviewA reply to a bad review is read by every future user who scrolls past it, not just the reviewer. Keep it short, specific and calm, and move any personal details to a private channel.
- How to reply to a positive app reviewMost developers skip positive reviews, so a short, specific thank-you stands out. Mention what the reviewer actually liked and keep it to a sentence or two.
- Missing in-app purchase reply templatesPaying and getting nothing is one of the fastest ways to lose a player. Reassure them quickly, walk through restoring the purchase, and ask for the receipt that lets you check it.
- How to reply to an App Store or Google Play refund requestOnly Apple can refund an App Store purchase, so the reply walks the user to Apple. Google Play is different: the developer can refund an order from Play Console, so you can usually solve it yourself.
- Crash report follow-up templatesA crash report becomes useful once you know the device, the versions and the steps. Ask for everything in one friendly message and explain how to find each detail.
- How to tell users to cancel a subscription on iPhone and AndroidUsers often look for a cancel button inside the app, but subscriptions bought through the App Store or Google Play are managed in their store account. Give them the exact path for their platform.
- Game ban appeal response templatesA ban appeal deserves a clear, final answer. Say what you reviewed, what you decided and what happens next, without debating every detail or revealing how your detection works.
- Lost game progress reply templatesLost progress can feel like losing weeks of a player's time. Show you take it seriously, explain how saves are linked, and ask for the details you need to find the right account.
- Cheater report reply templatesPlayers who report cheaters want to know it wasn't a waste of time. Thank them, explain the review process in general terms, and be upfront that you won't share the outcome.
- How to reply to feature requests from playersPlayers who send ideas care about your game. Thank them for something specific, tell them where the idea goes, and be honest when it isn't going to happen.
More free tools for support teams
- AI support testFind out how many customer questions an AI assistant could answer from your docs.
- Support staffing calculatorHow many agents you need for live chat (Erlang C) or an email queue.
- Cost per ticket calculatorWhat every support conversation costs you, with the breakdown.
- AI support savings calculatorWhat answering repetitive questions automatically would save.
- CSAT and NPS calculatorCustomer satisfaction and Net Promoter Score, with the margin of error.
- SLA and business hours calculatorWhen a response is due, counting only business hours and days.
Receive your first support ticket today.
Connect email or install the widget, invite your team, and start replying from one focused inbox.
- 21-day free trial
- Developer-friendly setup
- Export your data anytime