---
# System prepended metadata

title: Customer focused support experience
tags: [Ucommerce]

---

# Customer focused support experience
###### tags: `Ucommerce`
### Customer scenarios
:smile: Everything is great 
:sweat_smile: I forgot to reply
:dizzy_face: I'm busy and overwhelmed 

## Current system 
### Auto Response
Hello {{ticket.requester.name}},

Thank you for your service request. We will take a look at the issue and get back to you in the next 24 hours.

Please be aware that your service request may result in a fee - depending on your support package. Please read more at https://ucommerce.net/platform/support/

In the meantime, please check our documentation at https://docs.ucommerce.net

Kind regards,

Ucommerce Support team

### After 24h: Reminder when pending
Hi {{ticket.requester.name}}

We hope you're doing well.

It’s been quite some time since we heard back from you. That’s why we’re sending this follow-up email to confirm that you received a response to your ticket.

If you require any further assistance on the matter, please feel free to write back to us. We would be glad to help you.

Regards

{{ticket.agent.name}}

Latest reply to support case:

{{ticket.latest_public_comment}}

### After 14d: Close the case

## New proposal

### Auto Response
Hello {{ticket.requester.name}},

Thank you for your service request. We will take a look at the issue and try get back to you within the next 24 hours.

Please be aware that your service request may result in a fee - depending on your support package. Please read more at https://ucommerce.net/platform/support/

Kind regards,

Ucommerce Support team
### After 24h: Reminder when pending
Hi {{ticket.requester.name}}

We hope you're doing well.

We’re sending this follow-up email to confirm that you received our response to your ticket.

If you require any further assistance on the matter, please feel free to write back to us. We would be glad to help you.

Regards

{{ticket.agent.name}}

Latest reply to support case:

{{ticket.latest_public_comment}}

### After 72h
Hi {{ticket.requester.name}}

It's been a couple of days since we've heard from you.

How is it going with your issue? Did you manage to solve it?
We would be glad to help you, if you need anything. 

Regards

{{ticket.agent.name}}

Latest reply to support case:

{{ticket.latest_public_comment}}

### After 13d
Hi {{ticket.requester.name}}

We hope you're doing well.

Since this ticket has been pending for a while now, we were planning on closing it tomorrow.
If you need further assistance, then please let us know.

Regards

{{ticket.agent.name}}

Latest reply to support case:

{{ticket.latest_public_comment}}

### After 14d
close ticket
