Feature request response templates

Feature requests deserve a better answer than "I've passed it on". This template thanks the customer for the idea, asks the one question that makes a request useful to a product team (what they're trying to do), offers the closest thing that exists today, and is honest about how roadmap decisions are made. It never promises a feature will be built.

Template;cs-feature-ask

Hi Customer name, Thanks for the idea. Being able to Requested feature isn't something we support today, but I've added it to our product feedback with your account attached. It would help the team to know a bit more: what are you trying to get done when you need it? That context often shapes what we build more than the feature itself. In the meantime, the closest option is Workaround. Your name

Then type ;cs-feature-ask in any app.

Variations

The same message for a different channel or tone. Copy the one that fits.

When it's on the public roadmap or actively being built.

Already planned

Hi Customer name, Good timing: Requested feature is something we're working on now. I can't give a date, but I've added you to the list of people we'll tell when it's ready. Your name

When the honest answer is that you won't build it.

Not planned

Hi Customer name, Thanks for suggesting Requested feature. I want to be straight with you: it's not something we're planning to build, because Reason. I don't want you waiting on it, so here's what other customers do instead: Workaround Your name

When to use it

A customer asks for something the product doesn't do.
A customer asks whether a feature is coming.
You need to say a firm no to a request that's been asked several times.

What to avoid

Don't say "great idea, we'll build it" unless the product team has said so.
Don't forward the request internally without the customer's goal. "They want CSV export" is less useful than why.
Don't use the not-planned variant without a workaround. A no with no alternative feels like a shrug.

The fields in this template

Retext fills these in when the snippet expands. In plain text they become [brackets] to replace by hand.

Customer name{fill:Customer name}: Their first name.
Requested feature{fill:Requested feature}: What they asked for, in their words, e.g. "export reports as PDF".
Workaround{fill:Workaround}: The nearest thing that works today.
Your name{fill:Your name}: Your first name.
Reason{fill:Reason}: A short, honest reason, e.g. "it would slow down the app for everyone".

More about dynamic fields

Tips

•The question about what they're trying to do is the most valuable line in the template. Keep it even when you're busy.
•Log requests with the customer's words, not your summary, so the product team sees real language.
•If you tag requests, add the tag in the help desk before you send so the reply and the log stay linked.

Works in Intercom, Zendesk, Help Scout, Canny and every other app

Retext types the snippet wherever your cursor is. To use a different version in one app, give it the same trigger and limit it to that app with per-app snippets. They go by app, not website, so every tab in your browser counts as one app.

Use it with your team

Share all three variants so the team gives the same answer about the roadmap. Owners can update the planned list in one place when priorities change.

See Retext for Teams

Questions

How do you respond to a customer feature request?

Thank them, log it with their context, ask what they're trying to achieve, and offer the closest workaround. Be honest about whether it's planned instead of leaving them hoping.

Is it OK to tell a customer a feature won't be built?

Yes, if it's true. A clear no with a reason and an alternative is more respectful than a vague "maybe" that keeps them waiting for months.

Related templates

Thanks for the bug report

;cs-bug-thanks

Customer support

Hi [Customer name], Thanks for such a clear report. [What they did well] I've reproduced it on our side and logged it wi…

Reply to positive feedback

;cs-kind-words

Customer support

Hi [Customer name], Thank you, this made my day. [What you appreciated] I've shared your message with [Team or person],…

Request more information

;cs-need-info

Customer support

Hi [Customer name], Thanks for the details so far. To get this fixed in one go, could you send me: That's all I need. As…

All customer support templates Browse every snippet pack

Type ;cs-feature-ask, get the whole reply

Retext expands your snippets in every Mac app and fills in names, dates and order numbers for you.

Download Retext free Retext for Teams

Free to start. No account required on the Mac.