What problem are you trying to solve?

Focus on the what and why of the need you have, not the how you'd like it solved.

When opening a MongoDB Atlas support case, the system forces notifications to be sent to the entire project team via the mandatory "ALL" mailing list. This creates significant email fatigue and communication inefficiency, flooding team members with notifications for routine or individual technical issues that do not concern them. Furthermore, setting up more granular communication is highly inefficient because there is no centralized or automated way to manage contact lists across a large infrastructure.

What would you like to see happen?

Describe the desired outcome or enhancement.

We would like to see an enhancement to the Atlas support creation workflow that allows for flexible and targeted notifications. Ideally, this would include:

• Making the "Mailing List" field optional during case creation, allowing the case opener to be the sole point of contact or to manually specify relevant email addresses ad-hoc.

• Alternatively, providing an API/CLI tool to programmatically create, update, and manage mailing lists across multiple projects simultaneously, or allowing the creation of a "silent/individual" placeholder group.

Why is this important to you or your team?

Explain how the request adds value or solves a business need.

Our team manages over 20 Atlas projects under the PrismaAccessEPM organization. Forcing team-wide notifications for every single support update disrupts focus, clutters inboxes, and risks important alerts being overlooked due to notification fatigue. Resolving this will improve our operational efficiency and ensure communications reach only the necessary stakeholders.

What steps, if any, are you taking today to manage this problem?

Currently, we are forced to accept the default behavior and send mass emails to the entire team for every support update.