# Feature request email templates

Six emails for every stage of a feature request. Replace every [bracket] before you send.

## 1. Request received

When: Send within one working day of the request.

Subject: Re: [their subject line]

Alternative subject: Got it: [feature]

Hi [Name],

Thanks for asking for [feature]. If I have it right, you want to [their problem, in their words] so you can [the outcome they want].

I've added it to our feature request board: [link]. Other customers can vote on it there, which shows us how many people need the same thing.

I can't promise it yet. I'll email you when we decide, whichever way it goes.

[Your name]

## 2. Need more detail

When: Send instead of the first email when you cannot restate the problem yet.

Subject: Re: [their subject line]

Alternative subject: Three questions about [feature]

Hi [Name],

Thanks for the request. Before I add it to the board, can you tell me a bit more?

1. What were you trying to do when you needed this?
2. What do you do today instead?
3. How often does it come up: daily, weekly, or a few times a year?

A line or two for each is plenty. It helps us build the version you need, not the one we guess at.

[Your name]

## 3. Planned or in progress

When: Send when you commit to building it, then again if it slips.

Subject: We're building [feature]

Alternative subject: [feature] is planned

Hi [Name],

You asked for [feature], and we're going to build it. It's marked planned on our board: [link].

What to expect: [rough timing you can stand behind, such as "we're aiming for this quarter, and I'll tell you if that moves", or leave this line out if you don't know]. The first version will [one line on scope, such as "export to CSV; PDF comes later"].

If you have a minute, reply with [the one detail that would help, such as "the columns you need"]. I'll write again when it ships.

[Your name]

## 4. Declined

When: Send as soon as you decide the answer is no.

Subject: About your [feature] request

Alternative subject: A straight answer on [feature]

Hi [Name],

Thanks for asking for [feature], and for explaining how you'd use it. I'd rather give you a straight answer than leave it open: we've decided not to build it. [One true reason: who the product is for, what it would cost to keep working, or what it conflicts with.]

What I'd do instead: [a workaround, an export, a setting, or another kind of tool that does this job well].

I've marked the request [declined / not planned] on our board with the same reason, so everyone who voted can see the answer there too. If that changes, I'll update it there.

Thanks for telling us what you need.

[Your name]

## 5. Shipped

When: Send the day the feature is live for this customer.

Subject: You asked for [feature]. It is live.

Alternative subject: [feature] is ready to use

Hi [Name],

You asked for [feature] in [month] (for voters: You voted for [feature] on our board). It's live now.

To use it: [one or two steps, such as "go to Reports, then Export, and pick CSV"]. More detail here: [link to the release note or help article].

[If you cut scope: "It doesn't do [the part left out] yet. That part is still open on the board: [link]."]

Thanks for asking, and for waiting. If it doesn't work the way you expected, reply and tell me.

[Your name]

## 6. Asking customers for feature requests

When: Send after a customer reaches a real milestone, not during a support issue.

Subject: One question about [your product]

Alternative subject: What should [your product] do next?

Hi [Name],

You've been using [your product] for [time], so I'd like to ask one question: what's one thing you wish it did?

Reply with a sentence or two. Or add it to our board, where you can also vote on what other customers have asked for: [link].

I read every reply. We can't build everything, but I'll tell you what happens to yours.

[Your name]