Apology: slow response Apology: slow response

Hi {{first_name}},

I'm sorry, {{response_delay}} is way longer than you should have waited. Your ticket got stuck behind {{root_cause}} on our side.

Picking it up now. Here's where I am on it: {{current_status}}.

If you've moved on to something else and don't need this anymore, no worries, just say the word and I'll close it.

{{agent_name}}