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Feature request response email templates

If you are in a SaaS business, chances are you get feature requests from customers all the time. Feature requests are messages that customers send to inquire about a feature that is not included in your product or service. Receiving feature requests should not be viewed as negative feedback. In fact, it means that your customers care enough to share their ideas on how they think you could improve your product or service.

However, many of those requests will not always align with your company vision or make sense for the majority of your customers. Regardless of if you’re going to implement the requested feature, you still need to respond to customers in a professional way and ensure your message leaves a positive impression. Here are some of the best ways to respond to customer feature requests, including those that don’t fit into your product roadmap, or might be possible but are not going to be implemented in the immediate future.

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How to respond to feature requests from customers

  • Thank customers for the time they took to reach out and share their feedback with you.
  • If you are not planning to work on a requested feature in the near future, be transparent and honestly admit that it’s not on your current roadmap.
  • If you are already working on a requested feature, avoid giving an exact ETA as it might be hard to manage customers’ expectations in case you fail to deliver it on time.
  • If you are considering the possibility of implementing a requested feature, let customers know you are going to get back to them if and when it gets built.
  • If a customer is inquiring about a feature that has been removed, provide an honest explanation of why it has been done to help them understand your decision.
  • Be helpful by offering a workaround, if possible (a different feature that serves a similar function), or an alternative solution (e.g. an integration with another app that works well with your product/ service).
  • Invite customers to reach out again if they have other questions or feedback.
Feature request response email templates
Save our templates as canned messages and reply to feature requests with a single click.

7 Feature request-response email templates

Managing feature requests can be challenging. While there isn’t a perfect way to reply to all customer feature requests as it largely depends on the context, here are 7 feature request-response email templates that can help you craft your own responses in an efficient way while ensuring your customers remain satisfied with your answer even if you have to reject their request.

Saying ‘no’ to feature requests

Email template #1

Email template #2

Saying ‘yes’ to feature requests

Email template #3

Email template #4

Saying ‘maybe’ to feature requests

Email template #5

Email template #6

Responding when a feature has been removed

Email template #7

Save our templates as canned messages and reply to feature requests with one click.

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