I noticed that when I visit https://support.zendesk.com/hc/en-us/requests, I often see that my tickets show as "updated", but there's no updates that are visible to me as a customer. This is a confusing UI experience. It will show me that a ticket was updated 3 hours ago, but the last update *I* can see is over 2 weeks ago. Since I use the product, I know that this must be reflecting some internal side updates, but it's still not super helpful. That just ends up reminding me that I haven't gotten any replies, and makes it really difficult to see what tickets I've actually been waiting on the longest for a visible update.
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