This SR Template can be applied when we're contacting a user for the first time regarding an issue and expecting a response back. 

Use the update/action: Send and Set As Waiting On Customer

Thank you for contacting Live Support! We sincerely apologize for the issue and the inconvenience it has caused. 

With regards to your issue, [BODY/SUMMARY]

We look forward to your response and assisting you further! 

Sincerely,