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Track and answer feature requests

Support hears what customers want before anyone else. A simple way to record and answer requests keeps promises honest and gives product a clear list of real demand.

Last reviewed

Tag every request

Use one tag for feature requests plus a short label for the feature. Consistent labels are what make counting possible later.

Count the demand

Review the tag each month and note how many different customers asked, and how important they are. Volume and value both matter.

Reply honestly

Say you have recorded the request and that you cannot promise a date. Avoid maybes that customers will remember as promises.

Share a short summary with product

Send the top requests with a sentence of customer context each. Real quotes are more persuasive than a count.

Offer a workaround when one exists

A clear workaround solves today's problem even if the feature never ships. Save it as a reply for next time.

Close the loop when you ship

Email the customers who asked. It costs little and shows that asking was worth their time.

Questions

Should I promise a date?

Only if product has committed to one. Otherwise say it is recorded and you will tell them if it ships.

How do I decide what to pass to product?

Pass the requests with the most distinct customers and those from accounts that matter most, with the problem they are trying to solve.

How do I tell customers a feature shipped?

Filter by the request tag and send a short note with a link to the release or the help article.

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