34 free IT ticket templates for service teams

Hi [Submitter Name],

Thanks for contacting the [Company Name] IT team.

We have received your support request [ticket #], and a member of our team will be in contact with you shortly.

If you have any other questions in the meantime, visit our help center [insert link to help center] if you haven’t already. If this is urgent, please contact us here:

• [Add email]

• [Add phone number]

• [Add live chat link]

You can also track the status of your ticket at [link to portal/status page].

Hi [Submitter Name],

Your request has been approved and assigned to [Agent Name]. They will contact you shortly.

You can expect your ticket to be resolved or receive an update by [date].

To check the status of your ticket, please log in to our employee portal here: [link]

Hi [Submitter Name]. My name is [Agent Name] and I'll be assisting you with your service request regarding [briefly state the issue if known]. 

To help me resolve this for you, could you please provide the following information?

[Question/information request]

[Question/information request]

[Question/information request]

Hi [Submitter Name],

We wanted to send you a quick update on the status of the[support ticket request #]you filed on [date].

We apologize for the delay. [Add brief reason for delay, such as "we've encountered a more complex issue than anticipated."] You can now expect a resolution or follow-up by [new date].

Thank you so much for your patience.

Hi [Submitter Name],

Due to the complexity of your request, we are escalating this issue to [Agent Name], our [agent's job title], who has specialized expertise in this area. They will contact you shortly to provide an update.

Thank you for your patience, and please reach out with any questions.

Hi [Submitter Name],

Our team hasn’t heard from you in a while. Do you still need help resolving support ticket number [number]?

If you've already found a solution, please let us know so we can close this ticket for you.

If we don’t hear back from you by [date], we’ll assume you no longer need assistance and close your ticket.

If you still require technical assistance, you can reply to this message at any time to reopen the ticket.

Hi [Submitter Name],

Your support request (ticket ID: [number]) regarding [brief issue description]has been resolved. We are closing out your ticket.

Please reply to this message if you have any other questions or concerns.

Urgency:

• High
• Medium
• Low

Category:

• Hardware
• Software
• Network
• Security
• Other

Description: [Please provide a brief description of the issue]

When did the problem begin? [Add time/date]

Have you received an error message?

• Yes
• No

If yes, what did the error message say? [Explain error message]

Attachments: Please upload any screenshots or relevant files

Hi [Submitter Name],

Thank you for contacting [Company Name]. Our tech support team has reviewed your service request and is troubleshooting [restate the problem].

Our turnaround time is [time to resolution], so you can expect an update by [date]. If we run into any delays, we’ll let you know as soon as possible.

We appreciate your patience while we work on this. Please let us know if you have any questions.

Hello, and thank you for your message.

Unfortunately, our representatives are out of the office at the moment for [state a reason]. You can expect our return by [date].

Our typical operating hours are:

[Day]: [time range]

[Day]: [time range]

[Day]: [time range]

[Day]: [time range]

[Day]: [time range]

Please check out our knowledge base articles if you need a quick fix. You can find those here [link to knowledge base].

Otherwise, an agent will be in touch first thing when we return. Thank you so much for your patience.

Hi [Submitter Name],

We haven’t forgotten about you.

Since your support request is a bit more complex, the turnaround time is longer than normal.

Rest assured that we are actively working on it and will provide a more precise update by [date/time] or as soon as we have new information.

Hi [Submitter Name],

We sincerely apologize for [state error]. We’re doing everything we can to rectify the situation and will take steps internally to ensure it doesn’t happen again.

Thank you for your patience.

We expect to provide you with an update by [date/time].

Hello,

We are experiencing a company-wide [state the issue]. Our IT team is hard at work resolving the issue, and we hope to be up and running by [date and/or time].

We will update you when we know more and let you know if we experience any other [state an issue].

Please let us know if you have any questions while we work to solve this issue, though there may be a delay in our responses.

Hi [Submitter Name],

We are sending this message to inform you that our [System Name] is experiencing technical issues. Our specialists are working hard on a resolution, and we expect to be up and running again in [predicted time].

If you have any questions while we work to solve this issue, please let us know, though there may be a delay in our responses.

Hi [Submitter Name],

We are executing [state what you’re implementing] to [state reason]. This change will go into effect on [date].

[Mention any expected outages or issues during the time of implementation.]

You can learn more about this update here: [link]

If you have any questions, don’t hesitate to reach out.

Hi [Submitter Name],

We recently touched base about [support request] for ticket ID: [number].

Our team wants to check in to see how things are going and to ask if you have any questions. If you need to chat, simply reply to this thread.

We also wanted to give you a chance to provide feedback about your experience. We value your feedback and will consider it as we look for ways to improve your future support experiences.

To submit your feedback, click this link: [link]

Hi [Manager Name],

We're excited to get the IT setup ready for [New Employee Name]'s start on [start date].

To ensure a smooth onboarding process, please provide the following information as soon as possible:

• Department:
• Job title:
• Required software/applications: [e.g., Zendesk customer experience software, project management tools]
• Hardware needs: [e.g., laptop model, monitor, keyboard, mouse]
• Required access: [e.g., specific network drives, internal systems, shared folders]
• Any special requirements: [e.g., accessibility needs]

Once we have this information, we'll aim to have everything ready by [date/time]. We'll notify you once the setup is complete and provide login details and any necessary instructions.

If you have any questions, please reply to this email.

Hi [Manager Name],

This message confirms the IT department is initiating the offboarding process for [Employee Name], who will be departing on [last day of employment].

To ensure a smooth transition and secure company assets, we will be performing the following actions:

• Deactivation of all company accounts and access (email, internal systems, software licenses)
• Collection of company-issued equipment (laptop, mobile device)
• Backup and transfer of essential company data as directed by [Manager Name]

Please ensure [Employee Name] returns all company equipment to [Location/Contact Person] by [return date]. If there are any critical files that need to be transferred or retained, please let us know by [date] so we can facilitate that process.

If you have any questions or specific instructions regarding data or access, please reply to this email or contact us at [IT contact email/phone].

Hi [Submitter Name],

This message confirms receipt of your request for an equipment release form. You can find the form below:

Equipment release form for the [equipment name]

Serial number: [Add serial number]

Reason for release: [Add short description]

Expected return date: [Add return date]

Pickup instructions: [Include specific locations, times, or contacts]

Drop-off instructions: [Include specific locations, times, or contacts]

Additional information:

• For repairs: [If applicable, estimated turnaround time]
• For transfers: [If applicable, where the equipment is moving to]

Hi [Submitter Name],

This message confirms receipt of your request for an equipment return form. You can find the form below:

Equipment return form for the [equipment name]

Serial number:[Add serial number]

Reason for return: [Add short description]

Expected return date: [Add return date]

Drop-off instructions: [Include specific locations, times, or contacts]

Additional information:

• For repairs: [If applicable, estimated turnaround time]
• For transfers: [If applicable, where the equipment is moving to]

Hi [Submitter Name],

To get started with [Application Name], download it from [Marketplace Name]. Once that’s done, follow the steps listed below to add the widget to your mobile device’s home screen.

[Step #1]

[Step #2]

[Step #3]

[etc.]

If you run into any issues, visit these help center articles or reply to this ticket:

[Article #1]

[Article #2]

[etc.]

Hi [Submitter Name],

Thank you for contacting the [Business Name] IT help desk. I read the trouble ticket you submitted and understand you need assistance removing malware. 

Our team appreciates you reporting this issue, and we are working hard to improve data security at [Company Name].

Here are the steps you need to take to ensure your device is clean:

[Step #1]

[Step #2]

[Step #3]

[etc.]

If you’re still having trouble, I can also try to remove the malware remotely. Please let me know if you need additional assistance.

Note: These steps are general, and IT will follow up to ensure complete resolution. If the malware is severe, please do not use the device until you receive confirmation that the issue has been resolved.

Hi [Submitter Name],

We have great news for you.

The fix for your problem is fairly straightforward, and you can use our help center resources to do it yourself instead of waiting for an agent.

You can find step-by-step instructions here: [link]

If you’re still experiencing technical difficulties, please reply to this email with any additional questions or call our employee service line at [phone number] and an agent will be happy to assist you.

Hi [Submitter Name],

We received your [hardware/software] change request.

[Enter instructions for how to change hardware or update software.]

For additional troubleshooting tips, check out these help center articles:

[Article #1]

[Article #2]

[etc.]

If the change requires IT intervention (e.g., remote access), an IT agent will contact you to schedule a time to complete this change.

If you have any questions, please reply directly to this thread.

Hi [Submitter Name],

We received your request to update your [Application Name] account password.

All you need to do is [provide directions].

For additional troubleshooting tips, check out these help center articles:

[Article #1]

[Article #2]

[etc.]

If you did not request this password reset, please contact us immediately at [security contact email/phone].

Hi [Submitter Name],

Your password has been reset.

Please wait [time frame] to ensure it is active.

If you did not request this password reset, please contact us immediately at [security contact email/phone].

Hi [Submitter Name],

We’ve updated your permissions, and you can now access the [state the resource they’re accessing] here: [link]

If you need to update your username or password, you can do so by following these steps.

[Step #1]

[Step #2]

[Step #3]

[etc.]

If you have additional questions or are unable to access what you need, please reach out to our team.

Hi [Submitter Name],

Thank you for contacting the [Company Name] IT team for your support needs. We’re committed to providing reliable support to employees, and your feedback will help us create a better experience for all.

If you’re able, please take [time] to answer these employee satisfaction survey questions: [link]

Thank you for taking the time out of your day to share your feedback with us.

Hi [Submitter Name],

Thank you so much for taking the time to leave us positive feedback. We love hearing your thoughts so we can continue delivering awesome experiences.

Your satisfaction is always a top priority at [Business Name].

Hi [Submitter Name],

Thank you so much for taking the time to tell us about your experience. We’re sorry it was less than satisfactory, and we are taking the necessary steps to ensure it doesn't happen again.

Our team is dedicated to providing each of our customers with an exemplary experience, and we want to make this situation right for you.

That’s why we will [briefly describe the solution]. We will reach out to you within [number of days] business days to discuss a solution.

Please let us know if there is anything else we can assist you with.

Hi [Submitter Name],

We received your IT support request. It sounds like you’re having trouble uploading a file, and I’m happy to help you with that.

I need some additional context to fully understand your request. Can you tell me more about the issue? [Add clarifying questions, like: 

• What file type are you trying to upload?

• What error message are you seeing?

• What system are you trying to upload it to?]

Hi [Submitter Name],

Thank you for contacting the [Company Name] IT team. We're working on your request regarding [briefly state the issue].

To help us fully understand and resolve the issue, we need a bit more information from you. Could you please provide details on the following:

[Add specific question/information requests, such as:

• What operating system are you using?

• Can you provide a screenshot of the error message?

• When was the last time this worked correctly?]

The more details you can provide, the better we can assist you. Please reply to this email with the requested information.

Hello team,

This is an important notification regarding the upcoming scheduled maintenance for [System Name/Service].

To ensure optimal performance and implement essential updates, [System Name/Service] will be temporarily unavailable during the following window:

Date: [Date]
Time: [Start time] to [end time]([time zone])
Expected Impact: [Briefly describe what will be affected]

We anticipate [System Name/Service] will be fully operational again by [end time]. We apologize for any inconvenience this may cause and appreciate your understanding as we work to improve our systems.

We will send another update once the maintenance is complete.

If you have any urgent questions, please contact [IT contact email/phone].

Hi [Submitter Name],

This message is to inform you about a recent security alert related to your [account/device].

Our systems have detected [briefly describe the policy violation/security issue—e.g., "suspicious activity linked to your account"]. This may have occurred due to [add brief potential reason].

If you believe your password may be compromised, please reset it here: [password reset link].

An IT team member may follow up with you to provide further assistance or gather more information. Our priority is to protect our systems and data.

We appreciate your cooperation in maintaining our company's security. If you have any questions or concerns, please contact the IT Security team directly at [security contact email/phone].