<p>Hello {%customer.display_name%},</p>
<p>We apologize for delay in responding to your ticket #{%ticket.id%} due to higher than usual queue.<br />
    We just want to let you know your ticket is still in queue and it will be reviewed by our staff as soon as possible!</p>
<p>Regards,<br />
    {%site.name%}<br />
    <a href="{%site.url%}">{%site.url%}</a></p>