60 canned response examples,ready to paste into any helpdesk.

Hi {first_name}, thanks for reaching out to {company}. I'm {agent_name} - happy to help. What's going on?

Hi {first_name},

Thanks for getting in touch. I read through your message and I want to make sure we get this sorted today.

Hey {first_name}, good to hear from you again. Looks like you were last in touch about {previous_topic} - is this related, or a new question?

Thanks for your message, {first_name}. Our team is offline right now (we work {hours}, {timezone}). We'll reply first thing in the morning - usually within an hour of opening. If this is urgent, reply with the word URGENT and we'll prioritise you.

Hi {first_name}, thanks for reaching out. Our team is closed for {holiday_name} and we'll reopen on {return_date}. We'll reply to your message in the order it was received once we're back. Wishing you a great {holiday_name}.

Hi {first_name}, this is {agent_name} jumping in - I've read through the chat above so you don't need to repeat anything. Let me pick this up from here.

Hi {first_name}, just confirming we got your message. I'm pulling the relevant details now and I'll have a real answer for you within the next {response_window}. Thanks for the patience.

Thanks {first_name}. To get this fixed I'll need a couple of things from you:

1. {detail_1}
2. {detail_2}
3. {detail_3}

Once you send those over I'll dig in.

Hey {first_name}, quick update - I'm still digging into this with the {team_name} team. No new info yet but I haven't dropped it. I'll be back to you by {next_update_time} either way.

Hi {first_name}, you're right - I can reproduce what you're seeing. Apologies for the friction. Our engineers are looking at it now and I'll let you know the moment we have a fix in your hands.

Hi {first_name}, sorry for the slow turnaround on this one. Your message came in over the weekend and I should have caught it sooner. Here's what's going on:

Thanks for catching this, {first_name}. Reports like yours are how we find the rough edges - I've logged it as {ticket_id} and routed it to engineering. I'll come back here with an update as soon as I have one.

Hi {first_name}, your refund of {refund_amount} for order {order_id} has been processed. Depending on your bank it'll appear in your account within {refund_window}. Anything else I can do for you?

Hi {first_name}, I checked on this for you. Your order shipped on {ship_date}, which puts it outside our {refund_window} return window, so I'm not able to issue a full refund here. What I can do is {alternative_offer} - want me to set that up?

Hi {first_name}, I hear you. While I can't refund the full {full_amount}, I can credit {partial_amount} back to your card today as an apology for the experience. Let me know if that works and I'll get it processed.

Hi {first_name}, you'll find a prepaid return label in your inbox - it's been sent to {customer_email}. Pop the item in any {carrier} drop-off and we'll refund {refund_amount} as soon as the package is scanned in.

Thanks for letting us know, {first_name}. Refund eligibility for {product} depends on {policy_factor} - I'm pulling your order now and I'll have an answer in the next few minutes.

Hi {first_name}, I've cancelled your {plan_name} subscription effective today. Since you're {days_remaining} days into the billing cycle, I've credited {prorated_amount} back to your card - it should land within {refund_window}.

Hi {first_name}, thanks for your patience on this one. Your order {order_id} is delayed in transit - latest tracking shows it at {last_location}. I've flagged it with the carrier and the new estimated delivery is {new_eta}.

Hi {first_name}, after working with {carrier} I'm calling order {order_id} as lost in transit. Sorry about that. Two options: I can resend the order today on next-day shipping, or refund {refund_amount}. Which would you prefer?

Hi {first_name}, your order {order_id} shipped on {ship_date} via {carrier}. You can follow it here: {tracking_url}. Current ETA is {eta}.

Hi {first_name}, I've updated the shipping address on order {order_id} to {new_address}. The order hasn't left the warehouse yet so this'll go to the new address. You'll get a fresh confirmation email shortly.

Hi {first_name}, unfortunately order {order_id} was already picked up by {carrier} this morning, so I can't redirect it from our end. Your best bet is to file a redirect with {carrier} directly here: {carrier_redirect_url}. Let me know if it doesn't work and I'll figure something out.

Hi {first_name}, sorry your {product} showed up in that state - that's not the experience we want. Could you send a quick photo of the damage and the packaging so I can get a replacement on the way today? No need to return the original.

Hi {first_name}, I've sent a password reset link to {customer_email}. It expires in 60 minutes - if it doesn't arrive within a couple of minutes check your spam folder, and let me know if you'd like me to resend.

Hey {first_name}, your account was temporarily locked after several failed sign-in attempts - that's our system trying to protect it. I've unlocked it just now, so you can try signing in again.

Hi {first_name}, happy to help. To switch your account email from {old_email} to {new_email}, I need to verify you own both addresses. I just sent a confirmation link to {new_email} - click it and you're done.

Hi {first_name}, sorry you've lost access to your 2FA codes - that one always sucks. For security I'll need to verify you in another way before I can reset it. Can you reply with the last 4 digits of the card on file plus the email on the account?

Hi {first_name}, I've confirmed your account deletion request. Your data will be wiped on {deletion_date} ({grace_period} grace period). If you change your mind before then just reply here and I'll cancel the deletion - after that, it's gone.

Welcome back, {first_name}. I've restored your account. All your {data_type} is back in place and your last sign-in was {last_login}. Let me know if anything looks off.

Hi {first_name}, your most recent payment of {amount} was declined by your bank. The most common reasons are an expired card, a billing address mismatch, or your bank flagging the charge. You can update your card here: {billing_url}.

Hi {first_name}, you're on {new_plan} as of today. The prorated charge of {prorated_amount} hit your card just now, and your next full bill of {next_amount} will be on {next_billing_date}.

Hi {first_name}, I've moved you down to {new_plan}. The change kicks in on {effective_date} so you keep your current limits until then. Your next bill on {next_billing_date} will be {new_amount}.

Hi {first_name}, I've attached the invoice for {invoice_period} to this reply. You can also pull all your invoices any time from {billing_portal_url}.

Hi {first_name}, I checked your account and you're right - {charge_amount} was charged twice on {charge_date}. I've refunded the duplicate just now. It should clear in {refund_window}, and if it isn't back by then send me a screenshot of your statement and I'll dig in.

Hi {first_name}, sorry to see you thinking about cancelling. Before I process it - is there a specific thing that didn't work out? If it's {common_reason_1} or {common_reason_2}, I might have a fix or a discount that helps. Either way, just say the word and I'll cancel.

Hey {first_name}, to get this in front of our engineers fast, can you send:

- The exact steps you took before it happened
- A screenshot or short screen recording
- Your browser + OS

With those three I can usually have a fix scheduled the same day.

Thanks {first_name}, I've logged this as {ticket_id} and it's in front of engineering now. I'll comment back here as soon as it's fixed - usually that's a few days for something this size.

Hi {first_name}, the fix for {bug_summary} shipped this morning. You shouldn't need to do anything - just reload the page. Let me know if you're still seeing the same behaviour, and thanks again for catching it.

Hey {first_name}, this one's a known issue on our side - we're tracking it as {ticket_id}. The fix is in QA and we expect it to ship by {eta}. Sorry for the friction in the meantime.

Hi {first_name}, I tried to reproduce this on my end and everything looked normal - which usually means it's environment-specific. Could you send me a screen recording of the steps when you next see it? That'll let me match exactly what your browser is doing.

Hi {first_name}, we're aware of {service_name} being down right now. Our team is already on it and we're posting live updates at {status_page_url}. I'll come back here the moment it's resolved.

Thanks {first_name}, that's a good idea - I've logged it on the roadmap. We can't promise everything we log will ship, but the team reviews this list every quarter. I'll let you know if it's picked up.

Good news {first_name} - {feature_name} is already on our roadmap for {target_quarter}. I'll add you to the early-access list so you hear about it the day it ships.

Hey {first_name}, good news - this is already a thing. You can find {feature_name} at {feature_path}. Quick walkthrough: {short_steps}.

Thanks for the suggestion, {first_name}. {feature_name} isn't something we plan to build - it sits outside what we want {company} to be. I know that's not the answer you were after. If you'd like to share more about the underlying problem you were trying to solve, I might be able to point you at a workaround or a tool that does fit.

Hi {first_name}, you've been bumped to the front of the queue for the {feature_name} beta. Here's your access link: {beta_url}. We'd love your honest feedback - good, bad, or weird. Reply here any time.

Hey {first_name}, the easiest way to track what we're working on is our public roadmap: {roadmap_url}. You can upvote requests there and you'll see new ones land as we plan them.

Hey {first_name}, I want to make sure you get the right help here. Want me to bring in one of our human teammates? They're online and can pick this up in a few minutes.

Hi {first_name}, this one is best handled by our {specialist_team} team - they have the access and the context to fix this properly. I'm looping them in now and they'll reply on this thread within {sla_window}.

Hi {first_name}, completely understand. I've looped in {manager_name}, our {manager_role} - they'll be in touch within {sla_window}. They'll have the full thread context so you won't need to start over.

Hey {first_name}, this is past what I can fix from support - I've escalated to engineering. They have the logs and your account context, and they'll reply directly here. Expected first update by {next_update_time}.

Hi {first_name}, I've flagged this as urgent and our on-call engineer has been paged. They'll be in touch within {oncall_sla}. Sorry for the timing - you're not alone on this.

Hey {first_name}, I can keep helping or I can hand this to {next_step_owner} - whichever you'd prefer. Just say the word.

Glad we got that sorted, {first_name}. I'll go ahead and close this ticket - if anything else comes up, just reply here and it'll reopen on my desk.

Hi {first_name}, anything else I can help with on this one before I close it out?

Hi {first_name}, I haven't heard back so I'm going to close this out for now. If the issue is still happening just reply here any time and we'll pick it back up - no need to start a new ticket.

Thanks for sticking with me on this one, {first_name}. If you've got 10 seconds, we'd love a quick rating on how this conversation went: {csat_url}. Either way, glad we got you sorted.

Hey {first_name}, just checking back in - is {issue_summary} still working as expected? Happy to keep helping if anything's off.

Hi {first_name}, you should be all set - {feature_name} is now active on your account. I'll close this ticket out, but reply here any time if you bump into anything else.