. Incorrectly Routed Email
Subject: Redirecting Your Request to the Appropriate Team
Dear [User Name],
Thank you for reaching out. We have reviewed your request regarding Application Y. However, this query appears to be misrouted to our team, which supports Application X.
I am forwarding your request to the Application Y support team, who will assist you further.
Please let us know if there’s anything we can help with regarding Application X.
Best regards,
[Your Full Name]
[Your Designation]
[Company Name]

2. Escalating to L2/L3 Support
Subject: Escalation of Ticket #[Ticket ID]
Dear [User Name],
We have reviewed your issue and, after thorough analysis, determined that it requires further investigation by our L2/L3 support team.
I have escalated your ticket #[Ticket ID] and shared all relevant details with the concerned team. They will get in touch with you shortly.
Thank you for your patience and understanding.
Best regards,
[Your Name]
[Designation]

3. Out-of-Scope Request
Subject: Regarding Your Request – [Brief Description]
Dear [User Name],
Thank you for your request. After reviewing it, we regret to inform you that the task falls outside the scope of services we provide.
However, we recommend contacting [Department/Team Name] who may be better equipped to support you on this matter.
Please let us know if there’s anything else we can help you with.
Sincerely,
[Your Name]

4. Issue Resolved Confirmation
Subject: Resolution Confirmation – Ticket #[Ticket ID]
Dear [User Name],
This is to confirm that the issue reported under ticket #[Ticket ID] has been resolved.
We request you to verify and let us know if everything is functioning as expected. Should you experience any further issues, feel free to reach out.
Thank you for your cooperation.
Best regards,
[Your Name]

5. Handover to Colleague
Subject: Ticket #[Ticket ID] – Transition to Next Shift
Dear [User Name],
We’ve been actively working on your issue, and as my shift comes to a close, I will be handing over this ticket to my colleague [Colleague Name], who will continue the investigation.
[Colleague Name] is fully briefed and will remain your point of contact moving forward.
Thank you for your patience.
Best regards,
[Your Name]

6. Step-by-Step Installation Email (Example: Zoom)
Subject: Zoom Installation Instructions
Dear [User Name],
Please find below the steps to install Zoom on your system:

Visit https://zoom.us/download
Click on “Download” under “Zoom Client for Meetings”
Once downloaded, open the installer file
Follow the installation prompts and click “Finish”
Launch Zoom and sign in using your credentials
Let me know if you face any difficulties during installation.
Best regards,
[Your Name]
7. Password Reset Self-Service
Subject: Password Reset Instructions
Dear [User Name],
To reset your password, please follow these steps:

Go to [Reset Page URL]
Click on “Forgot Password”
Enter your registered email and click “Submit”
Check your inbox for a reset link and follow the instructions
If you need further help, feel free to reply to this email.
Sincerely,
[Your Name]
8. Shift-End Ticket Handover to Colleague
Subject: Shift-End Handover for Ticket #[Ticket ID]
Hi [Colleague Name],
Here’s the current status of ticket #[Ticket ID]:

Issue: [Brief Description]
Actions Taken: [List of steps done]
Pending Items: [Pending analysis or confirmation]
Please take this forward during your shift. The customer has been informed and is expecting updates.
Regards,
[Your Name]
9. Escalating After No Response
Subject: Escalation Required – Pending Action on Ticket #[Ticket ID]
Dear [Escalation Contact/Manager Name],
I am escalating ticket #[Ticket ID], which has been pending for the past 3 days due to no response from the assigned network engineer.
As this is affecting the customer experience, I request your immediate attention to reassign or expedite resolution.
Please let me know how we can proceed.
Best regards,
[Your Name]

10. Prior Approval Required
Subject: Request Pending – Prior Approval Needed
Dear [User Name],
Thank you for your request regarding [brief description]. Please note that this change requires prior approval from the [Approving Authority].
Kindly share the approval or initiate the process, so we can proceed.
Let us know if you need assistance with the approval procedure.
Regards,
[Your Name]

11. Missed Update – Resulted in Escalation
Subject: Apology for Delay in Ticket #[Ticket ID]
Dear [User Name],
I sincerely apologize for the delay in addressing your ticket #[Ticket ID], which has understandably led to an escalation.
We have identified the gap and taken corrective steps to avoid recurrence. Your issue is now prioritized and will be resolved at the earliest.
Thank you for your patience.
Regards,
[Your Name]

12. Instructing Junior on Unfollowed Ticket
Subject: Follow-Up Required – Ticket #[Ticket ID]
Hi [Junior’s Name],
Ticket #[Ticket ID] has been pending without updates for over 48 hours. Please review the case and provide a detailed update to the user immediately.
Ensure necessary actions are taken or escalate if needed. Let me know once it’s done.
Regards,
[Your Name]