When assigned

Dear {customer_name}

As you have been notified I will be supporting you regarding the ticket you have raised about the {ticket_category} equipment .
I will do my best to get you through this as smooth as possible.

I will contact you if I need further information from your site.

Thank you for understanding, and we apologize for the inconvenience it may cause you.

Best regards
{reply_by_name}

Close Ticket

Dear {customer_name}

Your task no.: {ticket_id} has been closed.

Solution:

Best Regards
{reply_by_name} ​