Follow-up email after no response
When a customer goes quiet mid-conversation, the follow-up's job is to make resuming effortless: remind them where things stood (they've forgotten), and shrink the reply to a single word. Guilt ("per my last email") and fake urgency both lower response rates.
Subject: Re: [original subject] — still happy to fix this
Hi [first name], Following up on this — no rush, and no problem if it fell off your radar. Where we left off: [one-sentence recap, e.g. "I asked for a screenshot of the error so we can trace which system it's coming from"]. If you'd still like it fixed, just reply with [the minimal thing, e.g. "the screenshot"] and I'll pick it up straight away. If it sorted itself out or isn't a priority anymore, a one-word "resolved" closes it out — also completely fine. Either way, this thread keeps the full history, so picking it back up later costs you nothing. [your name]
Replace every [bracketed] placeholder before sending — the brackets are there so an unfilled field is impossible to miss.
How to use this template well
- Recap before you ask. The customer has genuinely forgotten the context — the recap is a favor, not filler.
- Offer the "it resolved itself" exit explicitly. Many silent tickets are already fixed, and customers avoid replying out of mild embarrassment.
- Two follow-ups maximum, spaced days apart. After that, close it politely with the door left open.
Related templates
Asking a customer for more informationAsk for everything in one round-trip, and explain what each item unlocks.Closing an inactive conversation emailThe graceful final message after follow-ups went unanswered — closed, not abandoned.Apology email for a late responseAcknowledge the delay in one sentence, then answer the original question in full.
Your team's replies, one snippet away.
Repliqo turns templates like this one into shared snippets your whole team inserts in two keystrokes — with variables that fill in the customer's name automatically.