I do support for an app with several million downloads. While it may not make sense on a technical level, it's really powerful for your app and your users to reach out and explain this. For us this is a quick two line reply that the wish is on the wishlist and may be picked up later. Many of the wishes you get are completely logical, some are for very specific use cases, and some are completely off topic. We still track them in a list, and each ticket becomes a vote (we happen to use Trello). It gives us a great view of what users want, miss and would like to see. And yes, our engineers also answer support emails.