Respond to custom feature requests

A customer asking for a feature is a gift if you handle it well and a trap if you promise too much. Be honest about what happens next.

Last reviewed October 14, 2026

Thank them and ask about the problem

Ask what they are trying to get done, not how they want it built. The use case matters more than the idea.

Many requests are met by an existing feature or a workaround. Offer it before you log anything.

Do not promise dates or say it is planned unless it is. A clear no is kinder than a vague maybe.

Log the customer, the use case and the impact so product can count requests over time.

If you build it, tell the people who asked. If you decide not to, tell them that too.

Only if it is on the roadmap or you will build it for them under agreed terms. Otherwise say you have recorded it.

Use fixed wording such as we have recorded this and cannot give a date. Agree it with product.

Escalate to whoever owns the roadmap, with the account value and the use case, and give the customer an honest timeline for an answer.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.