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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.
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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

Hi [Name],

Thank you for contacting us. You’re asking a great question. I can definitely see how this feature could be beneficial, but unfortunately, it’s not something that we can offer right now.

Could you please explain what you were hoping to achieve with this feature (in the event that [Product] did support that feature)? If you do let me know, I can possibly recommend a workaround or alternative solution.

I’m sorry that we can’t offer you this exact feature, but please tell me if there’s anything else that I can help with.


Email template #2

Hi [Name],

Thank you so much for emailing me about this. Right now, we do not have this feature available. I can certainly understand how that might be frustrating for you, especially given the scenario you described.

That being said, we aren’t planning on building this into our feature set at this point in time since it doesn’t fit into our current product roadmap. I’m going to pass along your thoughts and needs to our product development team, and I will let you know if this becomes something that we might build in the future.

Thanks again for contacting me. Please don’t hesitate to reach out if you have any other ideas.


Saying ‘yes’ to feature requests

Email template #3

Hi [Name],

Thank you for taking the time to contact us. There’s no way to do that at the moment, but the good news is that we have already started working on that feature, and it will be available in one of our upcoming releases.

I’m going to make sure that we reach out to you as soon as this feature goes live. Is this the best email to send that notification to?

In the meantime, I recommend [alternative solution]. If you have any other questions or feedback – please don’t hesitate to let us know.


Email template #4

Hi [Name],

Thanks so much for reaching out about this and sharing your perspective. While we currently don’t offer this feature, we are planning on offering something similar to it in the near future. I can’t give you the exact timeline of when it will be ready, but I can tell you that it’s already in the works and we’ll have it released within the next few months.

I just added you to the follow-up list, so as soon as we do have news regarding this feature, we’ll be sure to reach out. Feel free to let us know if you have any other questions or feedback.


Saying ‘maybe’ to feature requests

Email template #5

Hi [Name],

Thank you so much for reaching out – that is a great suggestion and I appreciate you explaining how it would help you out. We have had other customers asking about this feature as well. While we’re actively looking into the possibility of developing it – it isn’t on our product roadmap for the next few months.

That said, I have added you to the follow-up list, so you can be sure you’ll be the first to know if and when anything changes on the status of this feature.

Though we can’t offer exactly what you’re after, I do have a suggestion that might get you most of what you need: [different features with a similar functionality].

Please, let me know if you have other questions, concerns, or feedback.

Have a great day,

Email template #6

Hi [Name],

Thank you for using [Product/ Service] and moreover, for caring enough to send us your suggestion. We genuinely appreciate it.

There is no way to do what you’re asking for at the moment, unfortunately. While we don’t have plans to build anything like that in the nearest future, I can definitely understand why this would be a handy feature for you and other users.

I’m going to pass along your request to our product development team so that they can consider this moving forward and weigh it against our current product roadmap. In the meantime, I’ll be sure to reach out to you if anything changes about this or we start to work on it.

Thanks again for writing in and I’m sorry that I didn’t have better immediate news for you.


Responding when a feature has been removed

Email template #7

Hi [Name],

Thank you for writing in and sharing your specific case. I understand how frustrating it must be to lose a feature that you’ve come to rely on, however, it’s not something we plan to replace. Let me give you a bit more context on why we made that change and how it will hopefully benefit you and other customers in the long run.

In short, it was a complex feature to maintain. It wasn’t being used by the majority of our customers, which meant we were spending a lot of development time and resources on something that wasn’t making our product better for most people.

That being said, by deciding to drop it, we’ve been able to allocate those resources into building [features X and Y], that have been long-awaited by many users – and you’ll see them rolling out much sooner than we originally planned.

I realize that it doesn’t solve your immediate issue, though. Some of our customers have found that [alternative feature] is a good substitute for that functionality. I hope that helps to some extent.

Thanks once again for taking the time to reach out. If you have any other questions, feedback, or concerns, please let me know.


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Frequently asked questions

What is a feature request?

If users find any bugs or require enhancements from a product, then they can notify the manufacturer by submitting a feature request.

How do you respond to a feature request?

Reply to all customers who submit a feature request by asking if they can describe the feature/bug in greater detail. If the request is specific, then you can add it to your development roadmap.

How do I track a feature request?

You can get feature requests as tickets in help desk software. In LiveAgent you can prioritize it and set a due date for solving it.

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