Currently, when a user is @mentioned in a timeline comment within Dynamics 365 Customer Service Workspace, the generated in-app notification opens the referenced record in a completely new browser tab/window.

This behavior disrupts the intended multi-session experience of Customer Service Workspace and creates usability challenges for agents working multiple cases throughout the day.

Requested enhancement:

Provide an option or native setting that allows @mention notifications to:

• Open within the user’s existing Customer Service Workspace session
• Respect current session/tab management behavior
• Navigate within the active workspace instead of launching a new browser tab/window

Business impact:

• Reduces unnecessary browser tab creation
• Preserves workspace context for analysts and agents
• Improves productivity and navigation consistency
• Aligns native @mention behavior with other session-aware navigation experiences in Customer Service Workspace

Current challenge:

Organizations can configure custom notifications to open within the same session, but native Microsoft @mention notifications currently bypass workspace session handling and open externally in a new browser tab/window.

Suggested enhancement options:

• Add an admin configuration setting for notification navigation behavior
• Allow @mentions to leverage Customer Service Workspace session APIs
• Provide extensibility hooks to override default navigation behavior
• Respect existing workspace tab/session routing logic automatically

This enhancement would significantly improve the usability of timeline collaboration features for organizations heavily utilizing Customer Service Workspace and multi-session case management.