When we communicate in person, we have the benefit of body language or tone of voice. With e-mail, we have only the words on the page, and those words can easily be misunderstood. For the best outcome, avoid sarcasm, jokes, slang, terse replies, or using all caps. Choose your words thoughtfully, stick to the essentials, and always be polite.
What do they do? How does this affect their job? Does this pose an immediate problem to their day to day responsibilities?
ProTip: You can build better ticketing forms with this thought process.
A SenseMaking approach requires a focus on what people do, how they
do it, and why they do it that way, rather than on the objects that people do things with.
"Okay it's fixed now."
This also builds rapport & a better relationship.