When a technical issue gets sorted out, the follow-up email is your chance to turn a customer's frustration into a moment of relief. It’s a key part of the customer experience.
Having a few go-to templates for these situations makes it simple to send a clear, helpful, and on-brand message every time.
Instead of a vague “we fixed it,” briefly explain what went wrong and what you did. Something like, “The login button wasn’t working because of a cache issue, which we’ve now cleared.” It shows you know your stuff and builds trust.
Ask the user to confirm the issue is resolved on their end. This simple step ensures the ticket is truly closed and prevents a frustrating back-and-forth if the fix didn't take.
If there was a workaround or a step they can take to prevent future issues, let them know. This puts them back in the driver's seat and helps them feel empowered.
The user just dealt with a technical headache. A clean, scannable email is a breath of fresh air. Use clear headings and short paragraphs so they can get the good news without any extra work.
<template>
Subject: Your password has been reset
Hi [Customer Name],
Good news—your password for your [Product/Service Name] account has been reset. You can now log back into your account.
If you received a temporary password, we recommend heading to your account settings to create a new, personal password. Keeping your account secure is a top priority, and this is a great first step.
If you didn’t request this password change, please reply to this email immediately so our team can help secure your account.
Let us know if you need anything else.
Best,
[Your Name]
[Your Position]
[Company Name]
</template>
<template>
Subject: You’re back in! Your [Company Name] account is recovered
Hi [Customer Name],
We’ve successfully recovered your [Product/Service Name] account. You can now log in and get back to what you were doing.
To keep your account secure, we recommend reviewing your recent activity and checking your security settings. It’s also a good idea to set up two-factor authentication if you haven’t already.
If you didn't request this account recovery, please contact our support team immediately so we can take further action.
We're here if you have any other questions.
Best,
[Your Name]
[Your Position]
[Company Name]
</template>
<template>
Subject: Good news! The issue you reported is fixed in our latest update
Hi [Customer Name],
We’ve just released a new update for [Product/Service Name], and it includes the fix for the issue you reported with [describe the issue briefly].
To apply the fix, please update to the latest version. Once you do, everything should be running smoothly again. This update also includes a few other improvements to enhance your experience. You can see everything that’s new in our release notes.
If the issue continues after the update, or if you have any other questions, please let us know.
Best,
[Your Name]
[Your Position]
[Company Name]
</template>
<template>
Subject: You're reconnected! The connectivity issue is resolved
Hi [Customer Name],
Good news. The connectivity issue you were experiencing with [Product/Service Name] has been resolved. You should now be able to connect without any trouble.
Our team identified a brief interruption on our servers that was causing the connection drops. We've since stabilized the connection, and everything is back to normal on our end.
To ensure you have a stable connection, you may need to restart the application or refresh your browser. Please give that a try and let us know if you're still running into any issues.
We appreciate your patience as we worked to sort this out. If anything else comes up, we're here to help.
Best,
[Your Name]
[Your Position]
[Company Name]
</template>
<template>
Subject: The bug you reported is now fixed
Hi [Customer Name],
Just wanted to let you know that the issue you reported with [describe the bug briefly] has been resolved. Thank you for flagging this for us—your feedback was a huge help in getting this sorted out.
Our team has pushed a fix, and everything should be back to working smoothly. You may need to refresh your browser to see the update on your end.
We appreciate your patience as we worked to fix it. If the issue pops up again, or if there’s anything else you need, just let us know.
All the best,
[Your Name]
[Your Position]
[Company Name]
</template>
Now that you have these templates, you need a simple way to send them. Flodesk provides intuitive email marketing tools built for small businesses, helping you grow and manage your email list without the usual friction. You can create, send, and automate emails that connect with your audience and support your business goals, all without needing to write a line of code or have a background in design.
Our platform includes an intuitive email builder, effective automations, and clean forms, giving you a complete toolkit for your email marketing. We make it simple for anyone to send emails that look great and get results. Flodesk provides everything you need for successful email marketing, minus the complicated setup.
Having the right words on hand makes all the difference when a technical issue is resolved, and these templates provide a solid starting point for clear communication.
When you're ready to send these emails, Flodesk provides the tools to do it beautifully and without complication. Sign up to see how it works.
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