20 canned responses for customer support (free download)

5 min read · Updated October 2026 · By the makers of Keyquill

Most support replies are variations of the same twenty messages. Typing them from scratch is slow and makes the tone drift from agent to agent. Below are the replies we'd start any support team with: short, friendly, and easy to adapt. Copy the ones you need, or download all twenty as a CSV.

Download: keyquill-support-snippets.csv (20 snippets). Columns: shortcut, name, text, folder; most text expanders can import it. In Keyquill: Dashboard → Settings → Import.

How the shortcuts work

Each reply has a shortcut like ;thx. With a text expander, typing the shortcut in any text box (help desk, Gmail, chat widget) replaces it with the full reply. Placeholders do the small edits for you:

• {cursor} puts the caret there after inserting, so you can type the personal part.
• {date+3d:dddd} inserts a weekday 3 days from today ("Friday").
• {clipboard} pastes what you just copied, e.g. a tracking link.

The 20 replies

1. ;hi Greeting

   Hi there,
   
   Thanks for reaching out. {cursor}

2. ;thx Thanks for waiting

   Thanks for your patience while we looked into this.

3. ;look Looking into it

   Thanks for the details. I'm looking into this now and will update you by {date+1d:dddd}.

4. ;more Need more info

   To look into this, could you send me:
   - a screenshot of what you see
   - the steps you took just before
   - your browser and device
   
   Thanks!

5. ;fixed Issue resolved

   Good news: this is fixed. Could you try again and let me know it works on your side?

6. ;bug Bug acknowledged

   Thanks for reporting this. I've reproduced it and passed it to our developers. I'll let you know as soon as there's a fix.

7. ;fr Feature request

   That's a great suggestion. I've added it to our feature requests; I can't promise a date, but every request is read.

8. ;refund Refund processed

   I've processed your refund today ({date:D MMM YYYY}). Depending on your bank it shows up in 5-10 business days.

9. ;cancel Cancellation confirmed

   Your subscription is cancelled and you won't be charged again. You keep access until the end of the current period.

10. ;pw Password reset

    You can reset your password from the login page: click "Forgot password" and follow the email. The link expires after 1 hour.

11. ;ship Shipping times

    Orders ship within 1-2 business days. You'll get a tracking link by email as soon as it leaves our warehouse.

12. ;track Tracking link

    Here's your tracking link: {clipboard}
    
    It can take a few hours to show the first update.

13. ;delay Delay apology

    I'm sorry for the delay on this. That's not the experience we want you to have. {cursor}

14. ;esc Escalated

    I've escalated this to our senior team, who'll reply directly. You don't need to do anything else for now.

15. ;close Anything else

    Is there anything else I can help with today?

16. ;bye Sign-off

    Have a great day!
    
    Best regards,
    {cursor}

17. ;follow Follow-up

    Just following up on my last message. Did that solve it for you? If I don't hear back I'll close this ticket on {date+3d:dddd}.

18. ;closed Ticket closed

    I'm closing this ticket for now. If anything comes up, just reply to this email and it reopens automatically.

19. ;review Ask for a review

    Glad we could help! If you have a minute, a short review helps other people find us. Thank you!

20. ;hours Support hours

    Our support team is available Monday to Friday, 9:00-18:00. We reply to every message within one business day.

Tips for a snippet library that stays useful

• Start each shortcut with the same character (we use ;) so it never fires by accident.
• Keep replies short and leave a {cursor} for one personal sentence. Customers notice copy-paste walls.
• Review monthly: delete the ones nobody uses and rewrite the ones agents always edit.