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WhatsApp support ticket resolved template
Closing a ticket should state what was actually done, not just that it is closed. Offering a reopen action prevents the customer starting a fresh ticket for the same unresolved problem.
The template
Utility category — the message relates to a specific order, appointment or account the customer already has.
Body
Hi {{customer_name}}, ticket {{ticket_id}} has been resolved.
What we did: {{resolution_summary}}
Still not right? Let us know and we'll reopen it.
Buttons
- All good (quick_reply)
- Still an issue (quick_reply)
What gets filled in per recipient
| Variable | Sample value |
|---|---|
{{customer_name}} |
Priya |
{{ticket_id}} |
SUP-10482 |
{{resolution_summary}} |
Replacement dispatched, arriving 14 August |
Approval notes for this template
'Still an issue' must reopen the original ticket with its history, not create a new one that starts from nothing.
This is the natural place to trigger a CSAT survey, while the resolution is fresh.
Support ticket resolved: common questions
What Meta category does the 'Support ticket resolved' template use?
The Support ticket resolved template is submitted under the utility category. Utility category — the message relates to a specific order, appointment or account the customer already has.
Can I edit the variables in the 'Support ticket resolved' template?
Yes. The Support ticket resolved template is a fixed body with named variables submitted to Meta in advance and reviewed before it can be sent, so you can change the wording or the variables to match your brand. If the edited version is rejected, it can be edited again and resubmitted — the version history stays intact, so you are not starting from a blank draft.
Which businesses use the 'Support ticket resolved' template?
It's built for support & service use cases: Ticket updates, satisfaction surveys and out-of-hours replies.
How much does the 'Support ticket resolved' template cost to send?
WhatsApp prices every template by its Meta category, so the Support ticket resolved template is charged at the utility rate rather than a flat per-message fee — the same wording costs more as a marketing template than as a utility one.
What other templates pair with 'Support ticket resolved'?
Support ticket resolved is most often used alongside Support ticket created, Customer satisfaction survey and Out of hours auto-reply, the other support & service templates in this library.
Others in this category
Support ticket created
The acknowledgement exists to stop the customer chasing. A ticket number and a realistic response window …
Customer satisfaction survey
A CSAT survey on WhatsApp should be one tap. Every extra step — a link, a …
Out of hours auto-reply
An away message should do more than say you are closed. Giving a specific return time …