[Brian]

Rereading my post, I didn't answer Rob and Bill clearly enough: I don't know exactly how many folks use OmniGraffle this way, or the exact number of folks that run Applescripts. I phrased things badly in that post.

Nonetheless, years of experience have taught that folks are more likely to contact us about things they personally care about. In general, fewer requests for a change mean that fewer of your customers want that one compared to the ones with more folks attached.

While you do need to occasionally give extra priority to an issue that only helps a few folks, doing so constantly means you're misallocating your scarcest resource. Proceed carefully.

I don't blame folks for being frustrated by situations like this, by the way - almost every customer will assume their workflow represents the mainstream one. How could anyone use this app differently? In practice, though, that isn't the case.