Feature request reply templates
Ready-to-use replies for customers who ask for features: thanking them, asking for detail, saying “not now” or “no” kindly, and telling them when it ships. Copy, fill in the brackets and send.
1. Thanks, we’ve logged it
For a new request you haven’t decided on yet. Don’t promise anything; do say what happens next.
Hi [name], Thanks for suggesting [feature]. I’ve added it to our list of requests, along with your note about [their reason], so it’s counted when we plan what to build next. I can’t promise when or if it’ll happen yet, but I’ll let you know if it makes it onto the roadmap. [Your name]
2. Can you tell us more?
For a request where the real problem isn’t clear. Asking what they’re trying to do often reveals a simpler fix.
Hi [name], Thanks for the suggestion. Before we look into [feature], could you tell me a bit more about what you’re trying to do? - What were you working on when you needed this? - How do you handle it today? - How often does it come up? That helps us build the right thing rather than just the thing that was asked for. [Your name]
3. It’s already planned
For something already on your roadmap. Give a rough timeframe only if you’re confident in it.
Hi [name], Good news: [feature] is already on our roadmap, and we’re planning to start on it [timeframe, e.g. “in the next couple of months”]. I’ve added your vote so we know you’re waiting for it. You can follow progress here: [roadmap link]. I’ll also let you know when it’s live. [Your name]
4. Someone already asked for this
For a duplicate of an existing request. Pointing people to it adds their vote and shows the request is real.
Hi [name], Thanks for this. A few other customers have asked for something very similar, so I’ve added your request to theirs: [link to the existing idea]. If you vote there, you’ll see when its status changes. The more votes it gets, the higher it moves on our list. [Your name]
5. You can already do this
For a request the product already covers. Make it easy to find, and treat it as a sign the feature is hard to discover.
Hi [name], Good news: you can already do this. Go to [where] and [steps]. There’s a short guide here: [link]. Thanks for asking; if you couldn’t find it, others probably can’t either, so we’ll look at making it easier to spot. [Your name]
6. Not now, maybe later
For a reasonable idea you won’t get to soon. Be honest that it’s parked.
Hi [name], Thanks for suggesting [feature]. It’s a good idea, but it isn’t something we can get to in the next few months: we’re focused on [current priority] right now. I’ve kept it on our list with your vote, and we look at the list again every [quarter]. If more people ask for it, it’ll move up. In the meantime, [workaround, if there is one]. [Your name]
7. No, and here’s why
For a request that doesn’t fit the product. A clear, kind no is better than leaving it open forever.
Hi [name], Thanks for taking the time to suggest [feature]. We’ve thought about it, and it isn’t something we’re going to build: [honest reason, e.g. “we want to keep the product focused on X”, or “it would make Y slower for everyone”]. I know that’s not the answer you were hoping for. [If there is one: “Many customers use [alternative or integration] for this, which works well alongside us.”] Thanks again; please keep the suggestions coming. [Your name]
8. It shipped!
The most important one, and the one most often forgotten. Telling people their request shipped turns them into fans.
Hi [name], You asked for [feature] back in [month], and it’s now live. [One sentence on how to use it, or a link to the guide.] Thanks for suggesting it: requests like yours are how we decide what to build. If anything about it doesn’t work the way you hoped, just reply to this email. [Your name]
9. We solved it a different way
For when you fixed the underlying problem, but not exactly as requested.
Hi [name], A while ago you asked for [feature]. We didn’t build it exactly as described, but we’ve just released [what you built], which should solve the same problem: [how it helps them]. I’d love to know if it works for you, or if there’s still something missing. Just reply here. [Your name]
10. Short public reply on a feedback board
For a comment or status note on a public board or forum, where everyone who voted will see it.
Thanks, everyone, for the votes and comments on this. Update: [planned for [timeframe] / in progress / now live / not planned, because [reason]]. We’ll post here again when it changes.
Tips for replying to feature requests
- Replace the [bracketed] parts. Short and specific beats long and polished.
- Reply within a day or two, even if the answer is only “thanks, noted”.
- Never promise a date you’re not sure of. “We’ll let you know” is enough.
- Keep every request in one list, with who asked, so you can tell them when it ships.
- Saying no kindly and clearly earns more trust than a vague “maybe”.
Keep every request in one place
Templates only help if you can find who asked for what. UserNote gives you a feedback board and public roadmap where customers post and vote on ideas without creating an account, so every request, and everyone who wants it, is in one list.