Resolution confirmations, satisfaction checks, polite closes, reopen invitations.
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Resolution confirmed: closing
Issue resolved; close politely.
Open →Three-day follow-up
Check back 3 days after resolution.
Open →No response: closing
Ticket sat open with no customer reply.
Open →CSAT survey request
Send CSAT survey after resolution.
Open →CSAT follow-up: low score
Follow up on a low CSAT to understand and recover.
Open →Reopen invitation
Old ticket; explicitly invite reopening.
Open →Thanks for detailed report
Customer sent unusually thorough bug report.
Open →Account credit: gesture
Apply credit as goodwill gesture.
Open →Feedback implemented: thanks
Notify customer their feedback led to a real change.
Open →Closure with summary
Long thread; summarise resolution before closing.
Open →Partial resolution: tracking remainder
Resolved part of issue; tracking remainder separately.
Open →Monthly pulse check
Proactive monthly check-in for high-touch accounts.
Open →Quarterly business review: scheduling
Schedule QBR with enterprise customer.
Open →Account rep transition
Old rep leaving; introducing new one.
Open →Reactivation: after pause
Customer reactivating after pausing account.
Open →Monthly usage report
Send monthly usage / activity summary.
Open →Milestone celebration
Customer hit a usage milestone; acknowledge it.
Open →Thanks for review
Customer left positive public review.
Open →Referral program invite
Invite happy customer to refer others.
Open →Account anniversary
Acknowledge customer's anniversary on the platform.
Open →Build a real macro library. Not a Google Doc.
SupportWire's macros learn from your replies. Variables auto-fill. AI suggests the right one.