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1 + . Incorrectly Routed Email
2 + Subject: Redirecting Your Request to the Appropriate Team
3 + Dear [User Name],
4 + 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.
5 + I am forwarding your request to the Application Y support team, who will assist you further.
6 + Please let us know if there’s anything we can help with regarding Application X.
7 + Best regards,
8 + [Your Full Name]
9 + [Your Designation]
10 + [Company Name]
11 +
12 + 2. Escalating to L2/L3 Support
13 + Subject: Escalation of Ticket #[Ticket ID]
14 + Dear [User Name],
15 + We have reviewed your issue and, after thorough analysis, determined that it requires further investigation by our L2/L3 support team.
16 + I have escalated your ticket #[Ticket ID] and shared all relevant details with the concerned team. They will get in touch with you shortly.
17 + Thank you for your patience and understanding.
18 + Best regards,
19 + [Your Name]
20 + [Designation]
21 +
22 + 3. Out-of-Scope Request
23 + Subject: Regarding Your Request – [Brief Description]
24 + Dear [User Name],
25 + Thank you for your request. After reviewing it, we regret to inform you that the task falls outside the scope of services we provide.
26 + However, we recommend contacting [Department/Team Name] who may be better equipped to support you on this matter.
27 + Please let us know if there’s anything else we can help you with.
28 + Sincerely,
29 + [Your Name]
30 +
31 + 4. Issue Resolved Confirmation
32 + Subject: Resolution Confirmation – Ticket #[Ticket ID]
33 + Dear [User Name],
34 + This is to confirm that the issue reported under ticket #[Ticket ID] has been resolved.
35 + 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.
36 + Thank you for your cooperation.
37 + Best regards,
38 + [Your Name]
39 +
40 + 5. Handover to Colleague
41 + Subject: Ticket #[Ticket ID] – Transition to Next Shift
42 + Dear [User Name],
43 + 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.
44 + [Colleague Name] is fully briefed and will remain your point of contact moving forward.
45 + Thank you for your patience.
46 + Best regards,
47 + [Your Name]
48 +
49 + 6. Step-by-Step Installation Email (Example: Zoom)
50 + Subject: Zoom Installation Instructions
51 + Dear [User Name],
52 + Please find below the steps to install Zoom on your system:
53 +
54 + Visit https://zoom.us/download
55 + Click on “Download” under “Zoom Client for Meetings”
56 + Once downloaded, open the installer file
57 + Follow the installation prompts and click “Finish”
58 + Launch Zoom and sign in using your credentials
59 + Let me know if you face any difficulties during installation.
60 + Best regards,
61 + [Your Name]
62 + 7. Password Reset Self-Service
63 + Subject: Password Reset Instructions
64 + Dear [User Name],
65 + To reset your password, please follow these steps:
66 +
67 + Go to [Reset Page URL]
68 + Click on “Forgot Password”
69 + Enter your registered email and click “Submit”
70 + Check your inbox for a reset link and follow the instructions
71 + If you need further help, feel free to reply to this email.
72 + Sincerely,
73 + [Your Name]
74 + 8. Shift-End Ticket Handover to Colleague
75 + Subject: Shift-End Handover for Ticket #[Ticket ID]
76 + Hi [Colleague Name],
77 + Here’s the current status of ticket #[Ticket ID]:
78 +
79 + Issue: [Brief Description]
80 + Actions Taken: [List of steps done]
81 + Pending Items: [Pending analysis or confirmation]
82 + Please take this forward during your shift. The customer has been informed and is expecting updates.
83 + Regards,
84 + [Your Name]
85 + 9. Escalating After No Response
86 + Subject: Escalation Required – Pending Action on Ticket #[Ticket ID]
87 + Dear [Escalation Contact/Manager Name],
88 + I am escalating ticket #[Ticket ID], which has been pending for the past 3 days due to no response from the assigned network engineer.
89 + As this is affecting the customer experience, I request your immediate attention to reassign or expedite resolution.
90 + Please let me know how we can proceed.
91 + Best regards,
92 + [Your Name]
93 +
94 + 10. Prior Approval Required
95 + Subject: Request Pending – Prior Approval Needed
96 + Dear [User Name],
97 + Thank you for your request regarding [brief description]. Please note that this change requires prior approval from the [Approving Authority].
98 + Kindly share the approval or initiate the process, so we can proceed.
99 + Let us know if you need assistance with the approval procedure.
100 + Regards,
101 + [Your Name]
102 +
103 + 11. Missed Update – Resulted in Escalation
104 + Subject: Apology for Delay in Ticket #[Ticket ID]
105 + Dear [User Name],
106 + I sincerely apologize for the delay in addressing your ticket #[Ticket ID], which has understandably led to an escalation.
107 + We have identified the gap and taken corrective steps to avoid recurrence. Your issue is now prioritized and will be resolved at the earliest.
108 + Thank you for your patience.
109 + Regards,
110 + [Your Name]
111 +
112 + 12. Instructing Junior on Unfollowed Ticket
113 + Subject: Follow-Up Required – Ticket #[Ticket ID]
114 + Hi [Junior’s Name],
115 + 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.
116 + Ensure necessary actions are taken or escalate if needed. Let me know once it’s done.
117 + Regards,
118 + [Your Name]
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