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Language switcher

–Hidden comment

Use attributes in format region_from and region_to= to change the languages showing in language switcher.
Available regions are:
europe_from europe_to
asia_from asia_to
mideast_from mideast_to
america_from america_to

Example:
europe_from=0 europe_to=22 will put all languages (ordered in language switcher settings) from 1 to 21 to Europe region:
asia_from=22 asia_to=25 will put all languages from 23 to 24 (so only 2) into Asia region.

Ticketing templates

Though customer support agents typically need to respond to a wide variety of queries – luckily, they don’t have to reinvent the wheel for common questions, support requests, or issues. Instead, they can use ready-made templates to cut down on response times and provide a consistent customer service experience. In fact, canned responses, pre-defined answers, and templates are some of the most critical features of any support ticketing software. They give agents more time and less stress, help to streamline their workflow, and speed up customer support. In a nutshell, canned messages and templates can:

  • Help agents to provide appropriate and accurate responses faster;
  • Save a great amount of time and effort for your support team;
  • Increase agent confidence, efficiency, and productivity;
  • Reduce new agent training time;
  • Ensure consistent brand messaging in customer communications;
  • Improve service quality and enhance customer satisfaction.
ticket template example in LiveAgent
Canned response

Best practices for using canned responses and templates in your support ticketing system

  • Involve your entire organization in the template creation and evaluation process to get constructive feedback from multiple professionals in different departments.
  • Ensure each response template is carefully reviewed before going live and there are no mistakes, typos, or grammar issues.
  • Don’t use bland, robotic, and extremely formal language – find the right style and tone of voice for your audience.
  • Try and test various response templates to find the most appropriate ones for your organization.
  • 38% of consumers find scripted, impersonal responses frustrating – personalize templates whenever you can and adjust the answer to suit each customer and their specific case.
  • Don’t use canned replies and templates solely for the speed of support – only send the message if it’s 100% relevant and matches a customer’s request.
  • Revise your canned messages and templates regularly to ensure they stay relevant and keep up with your organization’s growth and changing customer needs.
Canned messages
Example of canned messages

12 Common ticketing response template examples

With a set of ready-made messages, you can achieve a personalized approach while also reducing the burden of crafting each response from scratch. Creating a library of efficient canned responses and templates, however, takes time and effort. Here are some basic support ticketing templates based on 12 common scenarios. Use them as a starting point and tailor them to suit your customer base.

Acknowledging a ticket was received

Updating on a ticket progress template # 1 (We’re working on your case)

Updating on a ticket progress template # 2 (We haven’t forgotten about you)

Asking for more information from a customer

Informing the customer that the issue was fixed

Ticket closure template

Ticket closure due to a lack of response

Admitting a mistake in issue resolution

Apologizing for a company-wide issue

Responding to a bug report 

Following up template

Customer service follow up

Frequently asked questions

What should I look for in a ticketing system?

While selecting a ticketing system for your business, you should consider the following features: Automated ticket distribution, Performance reports, SLAs, Customer portal, Gamification, and Integrations.

Why should I use ticketing templates?

Ticketing templates allow you to answer tickets faster. Moreover, they help your agents remain professional.

What is a help desk ticket?

A help desk ticket is a record of a request for assistance. The request can be in the form of a question, a problem description, or a request for information.

Ready to put your ticketing templates to use?

LiveAgent is the most reviewed and #1 rated ticketing software for small to medium-sized businesses. Try it today with our free 14-day trial. No credit card required.

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