Emailing Phrases

Salutation

Dear Mr. Smith

Hello Ms. Jones

Referencing the Problem / Mistake / Previous Email

Thank you for your message regarding ….

Thank you for informing us about ….

To track the progress of your inquiry or contact us again regarding this topic, please use this unique ID / Ticket No.: XXXXX

Thanks for sending the additional details and screenshots.

Taking Action

We are now/currently looking into …..

We have already started looking into your issue and will get back to you as soon as we have concluded the initial investigation.

I have raised your issue with the responsible department.

We are currently investigating the incident/issue ....

In order to investigate your issue, we urgently require the following details:

We have contacted/spoken to….

We have investigated …. and found that….

Requesting more details

To assist you with your request, I urgently need the following details …

In order to solve this issue, could you please send me the following details:

To enable us to resolve your issue

To investigate your issue

To give us a full picture of your issue

To facilitate our investigation into your issue

To expedite our investigation into your issue

could/can you please provide me with
would you mind sending me

I would really appreciate it if you could let me have

it would be great if you could send me

It would help me a lot if you could/would provide me with

Have you already opened a ticket in this regard?

Have you already opened a ticket regarding this issue?

Giving bad news

Unfortunately, we have not been able to resolve the issue yet.

I’m sorry, but we have not been able to find the cause for the delay yet.

I can assure you that we are urgently working on a solution.

Apologizing (more formal)

I would like to apologize for (the delay/the inconvenience) ...

I would like to apologize for (not) + verb +ing…..

I must apologize for (not) + verb +ing….

Please accept my/our apologies for + something.

Please accept my/our apologies for (not) + verb +ing…

I apologize for … 

I’m sorry that I was not able to get back to you sooner …..

Please accept my apologies. 

Sorry for any inconvenience this situation may have caused. 

I'd like to apologize for the delay in getting back to you. 

Sorry to keep you waiting. 

Apologizing (strong)

I really must apologize for (not) + verb +ing….

I’m very sorry for (not)…

I’m terribly sorry for/about (not)…..

I really am sorry about…

Giving good news

I’m pleased to inform you that….

It’s my pleasure to inform you that …

You will be pleased to learn that …

After careful consideration, we have decided to …

Giving bad news

Although we have been investigating your issue, I'm afraid we have not been able to find a solution yet. 

Unfortunately, we have not been able to resolve the issue yet.

I’m afraid we won’t be able to remove that item from your invoice.

I’m afraid it will not be possible to …

I’m afraid it’s against our policy to …

After careful consideration, we have decided to …

Due to changes in your contract, it will not be possible to [do something]

Giving Reasons

The delay was due to……

…… happened because …..

….. was the result of….

….. was because of …….

…. was caused by….

I’m afraid that the cause of the error was outside our sphere of influence.

Apologizing for the inconvenience

We apologize for any inconvenience you may be experiencing …

We apologize for any inconvenience this may be causing ….

Giving Assurances

I can assure you that…

I would like to assure you that…

We are doing our best to….

Rectifying Problems / Mistakes

We are doing our best to resolve/rectify….

We are working hard to resolve the issue.

We are taking the necessary steps to…

We are doing everything we can to…

We have resolved the problem/issue…

We have rectified the situation…

Attaching documents

Please find attached…

I’m attaching…

I’ve attached…

The attached file contains…

Explaining the Next Steps

Thank you once again for your message.

I will keep you updated as soon as I have some more information.

I’ll get back to you as soon as the investigation has been concluded ….

I’ll get back to you as soon as we have a solution for you.

I’ll be getting back to you with a solution/an update soon.

It would be great if you could get back to me soon with those screenshots.

I would really appreciate it if you could send me those details as soon as possible.

Pease send me those details as soon as possible, so that we can investigate your issue.

Concluding

In the meantime, I wish you a good day.

In the meantime, please feel free to contact me at any time.

If I can be of any further assistance, please let me know.

Thank you once more for your assistance in this matter.

If I can help in any way, please do not hesitate to contact me. 

Thank you for your patience/time/cooperation.

If you have any further questions, please do not hesitate to ask. Otherwise, our system will automatically close this ticket in 10 days.

Do you have any further questions? Otherwise, our system will close this ticket automatically in 10 days.

In case you have no further questions, our system will close this ticket automatically in 10 days.

Follow-up message – can’t understand the issue:

I’m sorry, but I am still not able to fully understand your issue.

It would help me if you could send me…

It would help me if you could provide me with…

Thank you for your message. To ensure that I am able to solve your issue, I need some additional information.

Could you please explain what you mean by…  ?

Follow-up message – still waiting for details:

This is just a short reminder that we need the following details to investigate your issue.

Unfortunately, we haven’t been able to start investigating your issue, as we still don’t have all the details we need.

Special difficulties

asking to repeat / explain again

First thank the customer for their message!

I’m afraid that I’m still not able to fully understand the issue.

Could you please explain what you mean by…  ?

If I understood you correctly, you would like us to...

What exactly do you mean by… ?

Could you give us some more details on… ?

Disagreeing

In English when we disagree, we start with an apology or another signifier that shows that we are not happy about the fact that we disagree. You can then also soften the statement by adding a model verb like “may” or a word like “seems” or “appears”. Always mention the reason and avoid pointing fingers.

I’m sorry, but …

I’m afraid that I can’t completely agree with…

Unfortunately, we are not able to comply with your request, as …

It appears that the ticket number quoted in your email is for another issue.

It seems that your company has significantly more users than mentioned in the ticket.

Dealing with hostile customers

Thank you for your message, I can understand your frustration…

I’m sorry that we have not yet resolved the issue to your satisfaction.

Please be assured that we are working hard to ensure that your issue is resolved soon.

While I can understand your frustration, I would like to reassure you that we are working hard to find a solution.

Solving your issue is our top priority and I can assure you that we are doing everything possible to find a solution.