Tech desk wants us to email every user on a ticket with a weekly update

I’ve never heard of this before so maybe you can inform me, but we have a backup of tickets due to not enough developers and too many new projects and special requests from management, and our tech support desk that handles tickets from our users is now wanting us (the developers) to review every ticket assigned to us every week and leave a comment with a status update if it hasn’t had one the last week even if nothing has changed, which emails out everybody on the ticket (unless we uncheck every user that isn’t the reporter).

I scoffed and started to panic thinking of all of the extra work we’ll have to do every week (we’ve been overloaded for months) and how the users are going to perceive us when they’re getting emails saying nothing’s changed every week for every ticket they’re attached to that we don’t have time to fix or aren’t high-priority, also we’ll have a bunch of comments stating “nothing’s changed” clotting up our comment feed that each developer will have to sift through. The tech desk has even suggested us stating why nothing’s changed…

I tried to push against this but ultimately he wanted to “try” it and said he as a user would appreciate getting a weekly update, but I think most users would get annoyed by it, and it adds more bricks to the pile already on top of us.

What do you think? I asked the manager and he just said he wanted better communication well this goes beyond that, the tech support fella (that invented this) says users would appreciate it but I don’t think all users are like him but who knows, apparently nobody actually asked them if they’d like that or not yet.

Also in #Full-stackDeveloper _↴