Handling tricky customer support situations is crucial for any service provider. When a user inquires about a feature that the service does not currently support but may be added in the future, it's essential to be honest and provide clear communication. Chase Clemons of 37 signals suggests being upfront with the customer while also complimenting their suggestion, setting a positive tone for the interaction. Gustav Jonsson of Podio shares a similar approach, tempering expectations by acknowledging the feature is on the long list but committing to sharing user feedback with the team. Gregory Ciotti of Help Scout emphasizes maintaining customer expectations and reminding them of the importance of their feedback, while also offering updates on the status of the feature. Mary and Ashley of Agilezen prioritize honesty and caution when discussing potential features, using internal tools to manage their backlog and avoid over-promise. Finally, Zapier's approach involves communicating three key points: that the feature may be possible, a general idea of when it might be available, and where to look for updates. By adopting these strategies, service providers can ensure responsive and positive interactions with customers.