Retention email template
Support ticket follow-up email
A support ticket follow-up email reassures a user that their request was received and help is on the way. It lowers frustration while they wait and sets expectations for a reply.
Event-based, sent the moment it happens
Each time it happens
The email template
This is the starter email Atlis fills in when you add the Support Ticket Opened trigger.
Subject
We've got your request
Hi {{displayName}},
Thanks for reaching out. Your request is with our team and we'll get back to you as soon as we can.
If you have anything to add, just reply to this email.
Open {{productName}}
Best,
The {{productName}} team
When it sends in Atlis
You track support_ticket_opened.
Goal: Reduce frustration while a user waits for support.
Tips for this email
- Say when they can expect a reply, and keep that promise.
- Link to self-serve answers for the most common issues.
- If your helpdesk already sends a receipt, use this for a check-in a day later instead.
Send it automatically in three steps
- 1
Connect your app
Install the Atlis snippet or send users and events with the Server API.
- 2
Add the Support Ticket Opened trigger
In Workflows, add the Support Ticket Opened trigger. The email below is filled in for you.
- 3
Edit and switch it on
Adjust the wording, optionally add up to 4 follow-ups, and switch the workflow on.
Questions
How do I connect my helpdesk?
Send support_ticket_opened to Atlis from your helpdesk's webhook or automation tool (for example Zapier) using the Server API.
Can it repeat?
Yes, it can send for each ticket. Add a delay if you want it to act as a follow-up rather than a receipt.