Ticket Updates are not showing up in Agent Home

We would like to use the Agent Home view so the agents have more insight into their tickets. Currently, it looks like the Update section is not working as expected. We have tested with multiple tickets.

What problem do you see this solving? (1-2 sentences) 

If the agents can quickly see when there is an update to their ticket, they can get to it much quicker which will help our response times and resolution times.

Is this product still in Beta?