We have a large internal app that an in-house development team works on, and in addition to sysadmin duties, I support this app. Sometimes, when I can't solve the problem, I'll hand it off to the developers as a feature request, and they'll implement it. Our ticket system is separate from their bug-tracking system and that's not going to change for political reasons.
So, the question is, how do you handle this? Do you close the support ticket and tell the customer it won't be fixed for some time? Do you leave it open with status "in development" so that when the feature is implemented weeks or months down the road, you can inform them? I'm struggling with having too many tickets open that all say "in development". That's the way we're doing it now but I have over a hundred tickets and it makes organization a bit more difficult.
Ideally the customer would read the changelog, but that's not going to happen.
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