# Follow up on a support ticket when the customer stops replying

A short nudge sequence that gets unresponsive customers to reply, plus a polite closing message.

- Topic: Customer Support
- Framework: Few-Shot
- Level: Standard
- Tags: Customer Support, Communication, Write, Summarize, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/follow-up-on-a-support-ticket-when-the-customer-stops-replying

## Prompt

```text
Write a follow-up sequence for a ticket where the customer stopped replying.

**What the ticket is about:** [ISSUE]
**What I'm waiting for from them:** [e.g. a screenshot, confirmation the fix worked, a decision]
**Last thing I sent:** [PASTE or summarize]
**Is the issue likely resolved, or still open?** [MY BEST GUESS]
**Our auto-close policy:** [e.g. close after 7 days with no reply; reopen by replying]
**Channel:** [email / chat / SMS]

Write 3 messages:
1. Follow-up 1 (day [X]): restate the one thing I need in a single sentence and make it effortless (yes/no question, one click, or "reply with a screenshot").
2. Follow-up 2 (day [X]): offer an alternative route, e.g. a call, a help article, or "if it's fixed, no need to reply."
3. Closing message: confirm the ticket is closing, how to reopen it, and that nothing is lost.

Rules:
- Each message under 60 words and different from the last; never "just following up."
- No guilt or pressure. Assume they're busy, not ignoring me.
- If the issue could cause them harm if left unfixed (security, billing, data loss), say so plainly in follow-up 1.

Also give me a one-line internal note to log the outcome.
```

## What to fill in

- ISSUE
- e.g. a screenshot, confirmation the fix worked, a decision
- PASTE or summarize
- MY BEST GUESS
- e.g. close after 7 days with no reply; reopen by replying
- email / chat / SMS

Free to copy and use. From ThinkWithPrompt (https://www.thinkwithprompt.com/), a library of 2,663 curated AI prompts.