Pick a plain-language support template, jump straight to the copy block, and adapt it without digging through a long document.
[TEMPLATE 001] // [TICKET COMMUNICATION]
Ticket Acknowledgement
Confirm a ticket was received, give the user a ticket number, and set response expectations.
Why this template exists
The moment someone submits a ticket they enter a black hole of uncertainty. Did it go through? Is anyone looking at it? Should they follow up? That uncertainty generates anxiety, follow-up calls, duplicate tickets, and frustrated users before a single technician has even read the request.
When to use it
Every single time a ticket is received. This should be automated in any ticketing system worth using. If you are not on a ticketing platform yet and are managing requests manually, send this within fifteen minutes of receiving a request.
What goes wrong without it
User submits a ticket at 9am. Hears nothing. Sends an email at 11am asking if anyone saw it. Calls the help desk at 1pm. By this point the technician has spent zero minutes fixing the problem and the user has spent two hours chasing confirmation. The ticket was in the queue the whole time.
What good looks like
User submits a ticket at 9am. Gets an acknowledgement at 9:01am with a ticket number and estimated response time. Does not call, does not email, does not submit a duplicate. Returns to their work. Technician resolves it without any interruption.
The template
Subject: We received your request - Ticket #[NUMBER]
Hi [First Name],
Your IT support request has been received and logged under ticket #[NUMBER].
A member of our team will review your request and follow up by [DATE/TIME or "end of business day" or "within [X] hours"].
In the meantime:
- You can track the status of your ticket here: [LINK TO PORTAL, if applicable]
- If your situation becomes urgent before we follow up, reply to this message with URGENT in the subject line
- Do not submit a new ticket for the same issue - it will slow down your resolution time
We will be in touch shortly.
[Your Name or Team Name]
IT Support
[TEMPLATE 002] // [TICKET COMMUNICATION]
Ticket Escalation Notice
Tell the user why their ticket moved, who has it now, and what happens next.
Why this template exists
Escalation is one of the most trust-sensitive moments in IT support. The user submitted a request expecting it to be handled. When it gets escalated to someone else, if they are not told clearly what is happening and why, it feels like their request got lost or deprioritized. That erodes trust fast.
When to use it
Any time a ticket moves from one technician or tier to another. Tier 1 passing to Tier 2. Help desk passing to a vendor. A generalist passing to a specialist. Every handoff needs a notice.
What goes wrong without it
User submits a password reset ticket. Tier 1 cannot resolve it because of an Active Directory issue requiring elevated access. Tier 1 closes their copy and passes it to Tier 2 without telling the user. User waits two days, hears nothing, assumes the ticket was dropped, and submits a new one.
What good looks like
Tier 1 sends the escalation notice the moment they pass the ticket. User knows who has it, why it moved, and when to expect next contact. No duplicate tickets. No follow up calls. The handoff is invisible to the user in the best way possible.
The template
Subject: Update on your IT request - Ticket #[NUMBER]
Hi [First Name],
I wanted to give you a quick update on your support request regarding [BRIEF ISSUE DESCRIPTION].
After reviewing your ticket, we have determined that this requires specialized attention beyond our initial support tier. I am transferring your case to [NAME or TEAM NAME], our [JOB TITLE or TEAM DESCRIPTION], who has the expertise to resolve this for you.
What happens next:
- [NAME or TEAM NAME] will contact you by [DATE/TIME]
- Your ticket number remains #[NUMBER] - all previous context has been shared with them
- You do not need to re-explain anything
Thank you for your patience. We are actively working on this.
[Your Name]
IT Support - [Tier/Team]
[TEMPLATE 003] // [INCIDENTS]
Unexpected Outage Notification
Notify affected users quickly during a confirmed service disruption.
Why this template exists
Outages are stressful for everyone. Users cannot do their jobs. IT is under pressure to fix something while simultaneously fielding calls about it. The help desk queue spikes. Everyone wants to know the same thing: what is happening and when will it be fixed.
When to use it
As soon as an outage is confirmed. Do not wait until you have a resolution. Send the notification the moment you know there is a problem, even if you do not yet know the cause or the fix. Update it as you learn more.
What goes wrong without it
Email goes down at 8:30am. IT starts working the problem. No communication goes out. By 9am the help desk has received 47 tickets all reporting the same issue. Three technicians are now split between diagnosing the outage and responding to duplicate tickets.
What good looks like
Email goes down at 8:30am. IT sends one outage notification at 8:35am to all users. Incoming ticket volume drops immediately. Technicians focus entirely on the fix. A follow-up update goes out at 9:15am. Resolution notification goes out at 10:00am.
The template
Subject: [SYSTEM NAME] Service Disruption - IT Notification
Hi team,
We are currently experiencing an issue affecting [SYSTEM NAME / SERVICE / AFFECTED AREA].
What is affected: [Brief description of what is not working]
Who is affected: [All users / Specific department / Specific location]
When it started: [TIME]
Current status: Our IT team is actively investigating and working on a resolution.
Estimated resolution: [TIME if known, or "We will provide an update by TIME"]
What you should do in the meantime:
[Workaround if one exists, or "Please avoid attempting to access [system] until this notice is resolved."]
We will send another update by [TIME] or as soon as the issue is resolved.
If you have an urgent business need that cannot wait, contact us directly at [EMAIL or PHONE].
Do not submit individual tickets for this issue - we are aware and working on it.
[Your Name or IT Team Name]
IT Support
[TEMPLATE 004] // [ACCESS]
Password Reset Response
Send consistent password reset instructions with a required security notice.
Why this template exists
Password resets are the single most common IT support request in most organizations. A clean password reset template standardizes the response, covers the security bases that matter, and gets the user back into their account without any back-and-forth.
When to use it
Any time a user requests a password reset, whether through a ticketing system, email, or phone. The security warning at the bottom is not optional. Always include it.
What goes wrong without it
Agent resets the password and sends a one line reply: "Your password has been reset to TempPass123. Let me know if you need anything else." No instructions on how to change it. No security notice. User does not change the temporary password.
What good looks like
Agent resets the password, sends the full template with clear step-by-step instructions, security notice, and deadline to change the temporary password. User is back in their account in three minutes. Temporary password is changed the same day.
The template
Subject: Your password has been reset - Ticket #[NUMBER]
Hi [First Name],
Your [SYSTEM/APPLICATION NAME] password has been reset as requested.
Your temporary password is: [TEMPORARY PASSWORD]
Important - please take these steps now:
1. Log in using the temporary password above
2. You will be prompted to create a new password immediately
3. Choose a password you have not used before
4. Your new password must meet the following requirements: [LIST REQUIREMENTS]
Please complete this process within [TIMEFRAME - e.g. 24 hours]. Temporary passwords expire after this window.
SECURITY NOTICE: If you did not request this password reset, contact IT immediately at [SECURITY CONTACT EMAIL or PHONE]. Do not log in with the temporary password and report this to us right away.
If you have any trouble completing the reset, reply to this message and we will assist you.
[Your Name]
IT Support
[TEMPLATE 005] // [EMPLOYEE LIFECYCLE]
New Employee IT Onboarding
Collect everything IT needs before a new employee starts.
Why this template exists
A new employee's first day is a trust-building moment for the entire organization. When IT setup is smooth, it signals that the company is organized and the employee made the right decision. When IT setup fails on day one, it creates anxiety that takes weeks to undo.
When to use it
As soon as a start date is confirmed. Ideally two weeks before. Minimum five business days before. The earlier this goes out the smoother the first day will be.
What goes wrong without it
New hire starts Monday. IT finds out Friday afternoon. Laptop is not configured. Email account is created but not provisioned to the right groups. New hire spends their first three hours watching orientation videos on a borrowed device.
What good looks like
Manager receives onboarding template two weeks before start date. IT has ten days to set everything up. New hire walks in on Monday to a configured laptop, active accounts, and a printed quick-start guide.
The template
Subject: IT Onboarding Request - [NEW EMPLOYEE NAME] starting [START DATE]
Hi [Manager Name],
Welcome to the team - we are looking forward to getting [NEW EMPLOYEE NAME] set up for success on [START DATE].
To ensure everything is ready on day one, please complete the information below and reply to this email by [DATE - recommend 5 business days before start date].
New employee information:
- Full name:
- Job title:
- Department:
- Primary work location: [Office / Remote / Hybrid]
- Manager name:
Equipment needed:
- Laptop: [Windows / Mac / No preference]
- Monitor: [Yes / No / Already has one]
- Peripherals: [Mouse, keyboard, headset, etc.]
- Mobile device: [Yes / No]
- Other equipment:
Access and software needed:
- Email and calendar: [Yes - this is standard for all employees]
- Applications required: [List all software this role will use]
- Systems and databases: [List any internal systems requiring access]
- Shared drives or folders: [Specify paths or names]
- Distribution lists or groups to add:
- VPN access required: [Yes / No]
Special requirements:
- Accessibility needs:
- Any other requirements:
Once we receive this information we will confirm setup is complete by [DATE]. We will provide login credentials and setup instructions separately before the start date.
Questions? Reply to this email or contact us at [IT CONTACT].
[Your Name]
IT Support
[TEMPLATE 006] // [EMPLOYEE LIFECYCLE]
Employee Offboarding IT Checklist
Track account deactivation, equipment return, data transfer, and license reassignment.
Why this template exists
Employee departures are a security event as much as an HR event. Every day an account stays active after an employee has left is a day of unnecessary risk. This template ensures nothing gets missed and creates a documented record.
When to use it
As soon as IT receives confirmation of a departure date. The manager and HR should both be looped in. Do not wait until the last day.
What goes wrong without it
Employee resigns. HR notifies IT the day before their last day. Two weeks later someone notices the employee still has access to a shared drive. A software license audit later shows their account still active on paid applications.
What good looks like
IT receives notice one week in advance. Account deactivation is scheduled. Laptop is collected and wiped. Access is revoked. Licenses are reassigned. Full checklist is completed and filed.
The template
Subject: IT Offboarding - [EMPLOYEE NAME] - Departure Date [DATE]
Hi [Manager Name],
This message confirms IT has been notified of [EMPLOYEE NAME]'s departure on [LAST DAY].
We will be completing the following actions. Please review and confirm if anything needs adjustment:
Account deactivation (scheduled for end of business on [LAST DAY]):
- Email account deactivation and out-of-office setup
- All system and application access revoked
- VPN access removed
- Multi-factor authentication devices unregistered
Equipment collection:
- Laptop / desktop
- Mobile device
- Security tokens or keycards (coordinate with facilities)
- Accessories: [chargers, headsets, monitors if company-owned]
Please ensure equipment is returned to [LOCATION or CONTACT PERSON] by [TIME] on [LAST DAY].
Data and account transfer:
- Email forwarding: Forward to [NAME] for [DURATION] - [Yes / No]
- Email archive: [Yes / No]
- Files and documents: Transfer to [NAME or SHARED DRIVE LOCATION]
- Calendar events: Reassign recurring meetings to [NAME]
License reassignment:
- [List applications and who the license will be reassigned to, or note to deactivate]
Action required from you:
Please confirm the following by [DATE]:
1. Who should receive email forwarding and for how long
2. Who should receive access to shared files
3. Any pending projects that require data preservation
If there is anything else IT needs to be aware of regarding this departure, please reply to this email.
[Your Name]
IT Support
[TEMPLATE 007] // [INCIDENTS]
Incident Report
Document what happened, impact, timeline, contributing factors, and action items after a disruption.
Why this template exists
When something breaks badly enough to disrupt operations, someone senior is going to ask what happened. A clean incident report gives everyone the same version of events and creates a record that protects the team and improves the system.
When to use it
After any incident that caused measurable disruption. Outages lasting more than 30 minutes, incidents affecting more than one person, security-related events, and any incident that required escalation beyond the initial responder all qualify.
What goes wrong without it
Major outage occurs. IT fixes it. Everyone moves on. Two months later the same outage happens again in slightly different form. Nobody remembers the details of what happened last time.
What good looks like
Outage occurs and is resolved. Incident report is completed within 24 hours while details are fresh. When a similar issue starts six months later, a technician finds the report and resolves it in 20 minutes instead of 3 hours.
The template
INCIDENT REPORT
Incident ID: [NUMBER or TICKET REFERENCE]
Report completed by: [NAME]
Date of report: [DATE]
Date of incident: [DATE]
Report status: [Draft / Final]
SECTION 1 - INCIDENT SUMMARY
One paragraph. What happened, when, who was affected, and how it was resolved.
[Write summary here]
SECTION 2 - TIMELINE
List events in chronological order with timestamps.
[TIME] - [EVENT]
[TIME] - [EVENT]
[TIME] - [EVENT]
[TIME] - Incident resolved
SECTION 3 - IMPACT
Systems affected:
Users affected: [Number and groups]
Services disrupted:
Duration of impact: [Start time to resolution time]
Business impact: [Describe effect on operations if measurable]
SECTION 4 - CONTRIBUTING FACTORS
What conditions allowed this incident to happen? List all factors, not just the primary cause.
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SECTION 5 - WHAT MADE RESPONSE HARDER
What slowed down detection, diagnosis, or resolution?
-
-
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SECTION 6 - WHAT WENT WELL
What worked during the response that is worth repeating?
-
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SECTION 7 - ACTION ITEMS
| What changes | Who owns it | Due date | Status |
|---|---|---|---|
| | | | |
| | | | |
| | | | |
SECTION 8 - APPROVALS
Completed by: _________________ Date: _________
Reviewed by: _________________ Date: _________
Approved by: _________________ Date: _________
[OPEN_TEMPLATE_OUTPUT]
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