Customer service email templates for Australian small businesses

How to use these templates

Each pair has an acknowledgement, sent as soon as a request arrives, and a resolution, sent when the work is finished. Replace [First name], read it once in your own voice and send. Short, specific and friendly beats long and formal.

• Send the acknowledgement fast. Within the hour if you can. It tells the customer their message didn’t vanish.
• Say what happens next. “We’ll call to book a time” is better than “we’ll be in touch”.
• Close the loop. The resolution email invites them to reply if anything still isn’t right, which catches problems before they become complaints.

A general pair for any business

We have your request

Hi [First name],

Thanks for getting in touch. We've received your request and someone will get back to you soon.

All sorted

Hi [First name],

Good news: this is now sorted. If anything still isn't right, just reply and we'll pick it up.

Templates for professional services

Request received and Work complete, written for accountants, legal teams, advisors and consultants. See the full Professional Services setup.

Request received

Hi [First name],

Thanks for getting in touch. We've received your request and will confirm the next step and who is looking after it.

Work complete

Hi [First name],

The work you asked for is complete. Any documents are attached or available in your portal. If anything still isn't right, just reply and we'll pick it up.

Templates for agency and creative

Feedback received and Changes made, written for marketing, design, development and creative agencies. See the full Agency & Creative setup.

Feedback received

Hi [First name],

Thanks for getting in touch. We've got your feedback and the team is reviewing it. We'll let you know when the next version is ready.

Changes made

Hi [First name],

The changes you asked for are done. Have a look and let us know if anything needs another pass. If anything still isn't right, just reply and we'll pick it up.

Templates for trades and home services

Job enquiry received and Job complete, written for electricians, plumbers, builders, landscapers and mobile services. See the full Trades & Home Services setup.

Job enquiry received

Hi [First name],

Thanks for getting in touch. We've received your enquiry and will be in touch to arrange a time to quote or visit.

Job complete

Hi [First name],

The job is complete. Thanks for having us. If you notice anything with the work, let us know. If anything still isn't right, just reply and we'll pick it up.

Templates for real estate

Maintenance request received and Maintenance complete, written for residential sales, commercial agents and property managers. See the full Real Estate setup.

Maintenance request received

Hi [First name],

Thanks for getting in touch. We've logged your maintenance request and will arrange the next step with the owner and a tradesperson.

Maintenance complete

Hi [First name],

The maintenance work has been completed. Please let us know if the issue comes back. If anything still isn't right, just reply and we'll pick it up.

Templates for recruitment and staffing

Application received and Query resolved, written for recruiters, labour hire, staffing and executive search teams. See the full Recruitment & Staffing setup.

Application received

Hi [First name],

Thanks for getting in touch. We've received your message and a consultant will be in touch.

Query resolved

Hi [First name],

We've resolved your query. If anything still isn't right, just reply and we'll pick it up.

Templates for saas and technology

Issue received and Issue fixed, written for saaS, software, IT providers and technology startups. See the full SaaS & Technology setup.

Issue received

Hi [First name],

Thanks for getting in touch. We've received your report and the team is looking into it. If you can share steps to reproduce or a screenshot, reply here.

Issue fixed

Hi [First name],

This should now be fixed. Please refresh and try again. If anything still isn't right, just reply and we'll pick it up.

Templates for nonprofit and community

Enquiry received and Enquiry complete, written for charities, associations, foundations and community organisations. See the full Nonprofit & Community setup.

Enquiry received

Hi [First name],

Thanks for getting in touch. We really appreciate you reaching out. A member of our team will be in touch.

Enquiry complete

Hi [First name],

We've taken care of your request. Thank you for supporting our work. If anything still isn't right, just reply and we'll pick it up.

Templates for education and training

Enrolment query received and Enrolment query complete, written for training providers, coaches, academies and education services. See the full Education & Training setup.

Enrolment query received

Hi [First name],

Thanks for getting in touch. We've received your query and our team will get back to you with the details.

Enrolment query complete

Hi [First name],

Your enrolment query has been taken care of. If anything still isn't right, just reply and we'll pick it up.

Templates for retail and ecommerce

Order query received and Order sorted, written for online stores, retailers, wholesalers and product brands. See the full Retail & Ecommerce setup.

Order query received

Hi [First name],

Thanks for getting in touch. We've received your message about your order and we're looking into it now.

Order sorted

Hi [First name],

Your order issue is now sorted. If anything still isn't right, just reply and we'll pick it up.

Templates for healthcare practice operations

Admin request received and Admin request complete, written for allied health, therapy, disability and community care providers. See the full Healthcare Practice Operations setup.

Admin request received

Hi [First name],

Thanks for getting in touch. We've received your request and the practice team will be in touch. Please don't include health information in email.

Admin request complete

Hi [First name],

Your request has been taken care of. If anything still isn't right, just reply and we'll pick it up.

Templates for legal services

Request received and Request complete, written for solicitors, legal practices and in-house legal teams. See the full Legal Services setup.

Request received

Hi [First name],

Thanks for getting in touch. We've received your request and the team member handling your matter will be in touch. This email doesn't contain legal advice.

Request complete

Hi [First name],

We've completed your administrative request. If anything still isn't right, just reply and we'll pick it up.

Templates for construction and contractors

Request received and Defect rectified, written for construction contractors, builders and specialist trades. See the full Construction & Contractors setup.

Request received

Hi [First name],

Thanks for getting in touch. We've logged your request and the project team will arrange the next step.

Defect rectified

Hi [First name],

The defect has been rectified. Please let us know if you notice anything further. If anything still isn't right, just reply and we'll pick it up.

Templates for hospitality and events

Booking request received and Booking updated, written for event organisers, venues, caterers and hospitality groups. See the full Hospitality & Events setup.

Booking request received

Hi [First name],

Thanks for getting in touch. We've received your request and our team will confirm the details with you.

Booking updated

Hi [First name],

Your booking has been updated. We look forward to seeing you. If anything still isn't right, just reply and we'll pick it up.

Templates for accounting and bookkeeping

Query received and Records received, written for accounting practices, bookkeepers and outsourced finance teams. See the full Accounting & Bookkeeping setup.

Query received

Hi [First name],

Thanks for getting in touch. We've received your query and your accountant or bookkeeper will be in touch.

Records received

Hi [First name],

Thanks, we've received everything we need for now. If anything still isn't right, just reply and we'll pick it up.

Templates for financial advice administration

Admin request received and Admin request complete, written for financial advice practices and client-service teams. See the full Financial Advice Administration setup.

Admin request received

Hi [First name],

Thanks for getting in touch. We've received your request and the practice team will be in touch. This email doesn't contain financial advice.

Admin request complete

Hi [First name],

We've completed your administrative request. If anything still isn't right, just reply and we'll pick it up.

Templates for it and managed services

Incident received and Incident resolved, written for managed service providers, IT consultancies and support teams. See the full IT & Managed Services setup.

Incident received

Hi [First name],

Thanks for getting in touch. We've logged your issue and a technician is looking into it. If anything changes or gets worse, reply here.

Incident resolved

Hi [First name],

This should now be resolved. Please check everything is working on your side. If anything still isn't right, just reply and we'll pick it up.

Templates for manufacturing and fabrication

Enquiry received and Issue closed, written for fabricators, makers and small manufacturers. See the full Manufacturing & Fabrication setup.

Enquiry received

Hi [First name],

Thanks for getting in touch. We've received your enquiry and our team will come back to you with details.

Issue closed

Hi [First name],

We've completed our follow-up on the issue you raised. If anything still isn't right, just reply and we'll pick it up.

Templates for wholesale and distribution

Order enquiry received and Delivery issue resolved, written for wholesale suppliers, importers and distributors. See the full Wholesale & Distribution setup.

Order enquiry received

Hi [First name],

Thanks for getting in touch. We've received your enquiry and our sales team will get back to you.

Delivery issue resolved

Hi [First name],

The delivery issue has been resolved. If anything still isn't right, just reply and we'll pick it up.

Send them without copying and pasting

In NovaSoft One these are ready-made replies: type a shortcut in a ticket and the reply drops in with the customer’s first name filled in, ready to edit and send. Each industry starting point adds its own pair, and you can write your own for anything you send more than twice a week.

Common questions

This guide is general information for Australian businesses, not legal, tax or financial advice. Check anything specific to your situation with a qualified adviser or the relevant government agency.