Email Follow-up | Customer is not Responding

1. Initial Email (within 24 hours of case creation)

Subject: Request for More Information – [Case ID or Brief Topic]

Body:

Dear [Customer Name],

Thank you for contacting (Brand).

We’ve created a case for your request and would appreciate your help in providing the following details/information/approval to proceed:

[Insert specific info needed]

Once we receive your response, we’ll be happy to assist you further.

Best regards,
 [Your Name]
Customer Support
 [Email Signature]

2. Follow-Up Email (after 48 hours – no response)

Subject: Follow-Up on Your Request – [Case ID or Topic]

Body:

Dear [Customer Name],

We’re following up on your recent inquiry with us. We’re still waiting for your response regarding:

[Brief reminder of what's needed]

Please note that if we do not receive a reply within the next 24 hours, we’ll assume the matter has been resolved and proceed to close the case.

Looking forward to hearing from you.

Best regards,
 [Your Name]
Customer Support
 [Email Signature]

3. Final Email (after 72 hours – case closure)

Subject: Case Closed – No Response Received

Body:

Dear [Customer Name],

As we have not received a response from your side regarding your inquiry, we have now closed the case.

Should you still require assistance, please feel free to reply to this email or contact us via phone, and we’ll be happy to reopen your case.

Thank you for choosing Suncoast.

Best regards,
 [Your Name]
Customer Support
 [Email Signature]

Once this email is sent, you can close the ticket in Freshdesk with a note:

“No customer response after 72 hours. Send a final closure email. Case solved.”