I think it's also important to document no's (and yes's). The obvious place for that would be the bug tracker. Documenting a "no" does several good things: 1.

I think it's also important to document no's (and yes's). The obvious place for that would be the bug tracker. Documenting a "no" does several good things: 1. It avoids repetition 2. I think it creates a certain sense of accomplishment for the user you're responding to? He's come forward with a suggestion and the resulting dialogue has left an artifact, which can be useful as per point #1. It's also important to document "not now"'s for the same reasons above. I'd just make an entry with a very low priority. (oh damn I'm stating the obvious here).