Our company makes software. Issues are common in this sector, and we always take customer reports seriously.
We also triage our software issues to give priority to the blocking ones leaving cosmetic fixes at the bottom of the queue (I rush for resuming low-priority old tickets but I can't find a lot of consensus on that).
Our customer made up a short list of issues, of which one is functional and can be resolved in short time once they send us information requried, and other two cosmetic that have been just tracked but require a little more time to deal with.
We would like to provide the customer with working code ASAP. Since we are already scheduling an upgrade (due to planned evolutive maintenance) in the next months, I would like to push the functional changes as fastest as possible to production and wait for the next upgrade for the other issues.
I am going to reply to my customer requesting information. How can I professionally tell the customer that we are not fixing the cosmetic issue for this release?
- Tell the customer straight?
As for the cosmetic fixed, they have been included in our backlog and will be fixed by the next planned upgrade
- Not mention until they ask?
Of course if customer insists on getting lower-priority issues fixed ASAP, we will start working but will push the ETA by one day.