Separate One-Time Mentions from Ongoing Ticket Following in Zoho Desk

Separate One-Time Mentions from Ongoing Ticket Following in Zoho Desk

Dear Zoho Desk Support Team,

We are writing to request an enhancement to the mention functionality within Zoho Desk. Currently, when an agent is mentioned in a ticket, they receive notifications for all subsequent activity on that ticket, similar to being a ticket follower.

Proposed Solution:

  • One-Time Notification: Implement a mechanism that sends a one-time notification to the mentioned agent when they are first tagged in a ticket note.
  • Ongoing Involvement: If the mentioned agent needs to actively follow and participate in the ticket, they can add themselves as a ticket follower to receive ongoing notifications.

Benefits:

  • Reduced Notification Overload: Prevent agents from receiving unnecessary notifications for tickets they are not actively involved in.
  • Improved Focus: Allow agents to concentrate on relevant tickets and avoid distractions.
  • Enhanced Collaboration: Provide a clear mechanism for requesting assistance or involvement from other agents.


By implementing these changes, Zoho Desk can provide a more efficient and user-friendly notification system, reducing clutter and improving agent productivity.

Thank you for your consideration.
Ram




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