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This right there? This is how you handle feature suggestions by your users. This feels just awesome, @Fastmail@twitter.com. Note how they apparently have a field in their issue tracker for keeping track of the user(s) who requested the feature, in order to send them updates.

@Fastmail@twitter.com Btw, that ticket originally was a support request by me where I asked for a pretty technical thing (rejecting certain addresses at SMTP RCPT TO time). It got forwarded to a “senior agent” within 24 hours who explained(!) why they can’t do it right now and suggested alternatives.

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@Fastmail@twitter.com The only thing that’s missing now is an email next week telling me “We’ve determined your request to be a quick win and will include it in our next sprint. It should be implemented and deployed within the next two weeks.” 😏

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@Fastmail@twitter.com But see how easy this is? Take 5 minutes to add a field to your issue tracker. Take another 5 minutes per task to send an email to the customer once the request gets implemented. That way, your customers feel excited and heard, not like they’re talking to a faceless corporation.

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scy.name

This is the personal Mastodon instance of Tim Weber (also known as scy). Because federation.