Support Ticket Response Crisis

Many companies are dealing with heavy impact on the service level, and understaffing at the other side. 

How to write a responsible support ticket for crisis situation?

Instead of writing a letter from scratch, have a look at this message that is an effective response to people inquiring for help, and that ensures them you received the message and that you are working on the issue. It provides details on how crisis has impacted your service level and if there any changes or opportunities.

Sample Helpdesk response letter with ticket number:

To Whom It May Concern, / Hello / Dear {{Name}},

Thanks for sending us an email! We have received your request and a ticket with ticket number has been created. We respond to requests in order of priority.

Please be aware that due to situation and the major increase in new user sign-ups, we are experiencing an increased queue of tickets and KYC verifications. Urgent priority tickets are addressed within 48 hours, and our team is working diligently to respond to all additional tickets and inquires as soon as possible.

Please note that sending multiple requests will not speed up the process. Also, please make sure that you are contacting us from the email address under which your {{Service provider app}} is currently registered to speed up the resolution time of your inquiry.

Make sure to go over our robust help center {{Helpdesk URL}} where our most commonly asked questions can be found.

Do any of these articles answer your question?

{{Question & Answers}}

This email is a service from {{Service provider}}.

Yours sincerely,

Check this Helpdesk Response letter with tips for handling Coronavirus-related support tickets. Download this customer service during the crisis letter template now