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Support email templates for SaaS teams

10 copy-and-edit templates. Replace each {{placeholder}} with your own details before you send.

By the Roper team · Published

The short answer

A good support email has a subject that says what it is about, an opening that answers or acknowledges, the next step, and one person's name. These ten templates cover the first response, missing information, bug reports, outages, refunds, feature requests and follow-ups. Replace every {{placeholder}}, and only state dates, refunds and outcomes you can guarantee.

Roper is made by the team that wrote this post. Figures for other tools come from their own public pages, listed under Sources, and are list prices in US dollars that can change.

First contact

  • First response

    Subject: Re: {{their subject}}

Hi {{first name}},

Thanks for writing. I've read your message and I'm looking into {{the issue in their words}}.

I'll get back to you by {{time or day}}. If you have a screenshot or the exact error, send it and it will speed things up.

{{Your name}}
{{Company}}

    Keep the subject as a reply so it threads in their inbox.

  • Need more information

    Subject: Re: {{their subject}}

Hi {{first name}},

Thanks for the report. I want to get this right, so I need two things:

1. {{question one}}
2. {{question two}}

Once I have those I can look properly.

{{Your name}}

    Numbered questions get answered in order.

  • Answered with a help article

    Subject: Re: {{their subject}}

Hi {{first name}},

The short answer: {{one-sentence answer}}.

The full steps are here: {{article link}}.

If that doesn't cover your case, reply to this email and I'll help directly.

{{Your name}}

Bugs and incidents

  • Bug confirmed

    Subject: Re: {{their subject}}: confirmed

Hi {{first name}},

You were right, and thanks for the clear report. I've confirmed {{what}} and logged it with the team.

I can't give you a date yet. I'll write again when it's fixed, or sooner if I find a workaround. Until then: {{workaround or "no workaround that I know of"}}.

{{Your name}}

  • Outage notice

    Subject: {{Product}} issue: {{short description}}

Hi {{first name}},

We're aware that {{what's affected}} since {{time}}. We're working on it. Updates will be at {{status page or channel}}.

Your data is {{say what you know to be true, or leave this line out}}.

We'll write again once it's resolved. Sorry for the disruption.

{{Your name}}

    State only facts you've confirmed. Never guess at the cause or the time.

  • Incident resolved

    Subject: Resolved: {{short description}}

Hi {{first name}},

The issue with {{what}} is resolved as of {{time}}. {{one line on the cause, if known}}.

If you still see problems, reply with what you see and I'll look right away.

{{Your name}}

Money and accounts

  • Refund approved

    Subject: Your refund

Hi {{first name}},

I've refunded {{amount}} to your original payment method. It can take {{typical time, from your payment provider}} to show on your statement.

I'm sorry it wasn't what you needed. If you can tell me what was missing, it helps us improve.

{{Your name}}

    Check the amount and your payment provider's usual timing before sending.

  • Refund declined, with a reason

    Subject: Re: your refund request

Hi {{first name}},

Thanks for explaining. I looked at your request against our policy ({{policy link}}). In this case {{honest reason}}, so I can't refund this charge.

What I can do: {{alternative, if any}}. If I've misunderstood something, reply and I'll look again.

{{Your name}}

    Say what you can do, not only what you can't.

Feedback and follow-up

  • Feature request received

    Subject: Re: your suggestion

Hi {{first name}},

Thanks for the idea. I've added it to {{feedback board link}} where others can vote and comment. I can't promise it will be built, but votes are how we decide what to look at next.

{{Your name}}

  • Follow-up after resolving

    Subject: Did that fix it?

Hi {{first name}},

Just checking that {{the problem}} is sorted. If it is, no need to reply. If not, tell me what you see and I'll pick it up.

{{Your name}}

    Send two to three days after resolving, not the same day.

Getting the most from email templates

  • Write the subject line for the reader's inbox: what it is about, not "Support".
  • Sign with one real name. A shared "The Team" signature feels like a no-reply.
  • Send from an address that accepts replies. Threading depends on it.
  • Never state a refund, date or fix you haven't confirmed. Say "I'll update you by {{time}}" instead, and keep it.
  • Remove any leftover {{. Search the draft before you send.
  • Match the length to the question. A one-line question deserves a short reply and a link.

Questions

Common questions

What should a first support response include?
That you've received the message, that you're looking into it, what happens next and when they'll hear back, and a line asking for any detail you will need. Keep it under five sentences.
How quickly should I reply to support emails?
There is no universal number. State the time you can actually meet in your first reply and in your widget greeting, and keep to it. See how to answer support emails faster.
Can I send these from Roper?
Yes. With the email channel on, replies you write in the inbox go out by email and customer answers thread back into the same conversation. See the shared inbox.
Should I use a template for angry customers?
Use a template for the structure, but write the opening line yourself. Acknowledge the specific problem and say what you will do next.

Sources

Answer the repeat questions once, and keep the human path open.

One inbox, one help center, one flat price. $19 a month for Pro.

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