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