Should I tell customers a feature is planned?

Only if it is actually scheduled. "We have logged it" is honest and does not create a promise you may break.

How do I handle a customer threatening to leave over a missing feature?

Ask what they need it for and whether there is a workaround in the product today. If there is not, be honest about it.

Is it worth replying to every feature request?

Yes. A short, honest reply keeps the customer talking to you, and the problems they describe shape what you build next.

Replying to feature requests: SaaS templates

Feature requests are useful product research, as long as you capture the problem behind them. These replies thank the customer, ask what they are trying to get done, say honestly what happens next and avoid promising something that may never ship.

Updated 11 October 2026

Subject: Re: {feature_summary}

Hi {first_name}, Thanks for the suggestion. {feature_summary} isn't something {workspace} does today, but I've added your request to our list, along with your account so we know who asked. To help the team, could you tell me a bit more about what you're trying to get done? Knowing the job behind it often matters more than the exact feature. I can't promise when or if it'll be built, but if we ship it, I'll let you know. Best wishes, {agent_first_name} {workspace}

Subject: Your feature request: {feature_summary}

Dear {first_name}, Thank you for your suggestion regarding {feature_summary}. This is not currently available in {workspace}. We have recorded your request so that it is considered in our product planning. It would help us to understand the problem you are trying to solve and how you handle it today. If you are able to share that, please reply to this email. We are not able to commit to a timeline, but we will contact you if this feature is released. Kind regards, {agent_first_name} {workspace}

Subject: Re: {feature_summary}

Hi {first_name}, Thanks, {feature_summary} isn't available yet, but I've logged your request. What are you trying to get done? It helps us prioritise. {agent_first_name} {workspace}

{first_name}Filled by Hobson: The customer's first name.
{feature_summary}: The requested feature in a few words, for example "bulk editing tags".
{agent_first_name}Filled by Hobson: The first name of the teammate sending the reply.
{workspace}Filled by Hobson: Your company or product name.

When to use it

A customer asks for something the product does not do yet.
Someone asks whether a feature is on the roadmap.
A customer is choosing between you and a competitor that has the feature.

If something the product is meant to do is broken, use the bug report acknowledgement. Bug report acknowledgement

How to use it

1
Check it does not exist
Make sure the feature is not already there under a different name or setting. Often it is.
2
Ask about the problem
Ask what they are trying to do. The answer is usually more useful than the request itself.
3
Log it with the account
Record the request against the customer and their plan, so you can see who wants what and tell them when it ships.

Common mistakes

Saying "it is on the roadmap" to end the conversation when it is not.
Giving a release date for something engineering has not committed to.
Logging the feature without the customer, so you cannot tell them when it ships.

What they usually ask next

Customers who want a missing feature often ask next about changing or downgrading their plan. Billing question

Related templates

All saas support templates