While it's helpful to have all tickets (and not just thread chats) show up in MSFT Teams Service app, some customers report that Teams can feel too noisy when a back and fourth is happening.

Specifically, if a customer wants to continue chatting by email ("this is a low pri ask that I'll continue mailing on"), receiving notifications for both technician replies and contact replies in Teams feels noisy and annoying.

In these instances, how might we mute or reduce the notification volume for scenarios where a contact continues chatting via email?