Hello,

We have a kind of issue that can be improved to increase customer satisfaction.

It is easy.

Current behavior is that if the REQUESTER makes an update on a ticket (public reply) the Latest update by requester is updated...

This is nice, but brings Customer Service units into issues when a customer is insisting and is sending multiple public replies... The case arrives as an recently updated ticket... 

Meaning that the agents will treat this case as latest in case of high pressure times. 

A distinction should be made in order to trigger an comment from a End-user that is repetitive for which the agent didn't do a thing.