Dear Zoho Team,

We would like to request an enhancement to Zoho Desk to ensure that notifications are not incorrectly triggered for admins when functions or workflows are executed on tickets.

Current Behavior:

• When an admin creates a function/workflow in Zoho Desk and that function runs on a ticket, the admin starts receiving notifications as if they made a manual update on the ticket.
• This creates a flood of notifications, particularly for admins who have configured numerous functions that run on every ticket.

Proposed Enhancement:

• Exclude Functions from Manual Updates: Ensure that any function or workflow executed is not considered a manual update by the user/admin.
• Notification Triggering Criteria: Notifications should only be sent to admins in the following cases:
  • When the admin/user is explicitly mentioned in a ticket (one-time notification).
  • When the admin/user sets themselves as a follower of a ticket.

Benefits:

1. Reduced Notification Noise: This will significantly reduce unnecessary notifications for admins, who should not receive alerts for tickets they didn't explicitly want to follow.
2. Better Admin Experience: Admins will be able to create and manage functions/workflows without the inconvenience of receiving alerts for every ticket that these workflows affect.
3. More Relevant Notifications: Notifications will be more focused and relevant, ensuring that admins only receive alerts when explicitly required.

Thank you for considering this request to improve the Zoho Desk experience for admins who heavily utilize functions and workflows.

Best regards,
Ram