Waiting on third party — Free Template
A free, professional waiting on third party template for IT support engineers and MSPs. Copy and paste, or generate it automatically with your company details using ResolveRight.
Example message
UpdatesDear Customer, I am writing to update you on the progress of your reported issue. We have investigated this matter and have escalated it to [third party] for resolution. This is currently in their queue and we are awaiting their response. ───────────────────────────────── THIRD PARTY DETAILS ───────────────────────────────── Reference: Not yet assigned ───────────────────────────────── We are monitoring this actively and will update you as soon as we have further information. If you have any questions, please contact us at support@nexusit.co.uk or 01234 567890. We'll keep you updated, James Walker Nexus IT Solutions
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What this template includes
Full name
Issue summary
Third party
Reference number
Expected update
Engineer
When to use this template
Use the waiting on third party template when you need to send a professional, clear message to a client related to updates. This template ensures consistent, professional communication every time — whether you’re a solo engineer or managing a team of helpdesk staff.