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Should you include a highly requested function that is fundamentally wrong?

In our main product, we have a function request that has existed for several years, and this has been requested several times. This is technically easy to implement, the problem is that it will fundamentally change the concept of what the tool does, and most likely will cause more error messages, because people will not use the new function correctly in accordance with the new concept (that we will not be able to work). We have a separate function that copes well with this problem, but we still have requests for the introduction of a new one.

Should we

  • Listen to our users and introduce a new feature, even if it changes the concept of what the product does and what we want to do, and increase the cost of support.
  • add some more support articles explaining how to use the workaround
  • make the workaround more obvious in the user interface so that users find it more often.
  • something else
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10 answers

Implement it as a plugin.

  • It will be available to users who really want it, but fundamentally will not change your product.
  • Most users will not install it, so your support base will be smaller.
  • It will not interfere with users who do not use it.
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