Notification Rules Problem

I'm testing out SupportCenter (7607) to see if it would be a good solution for our support group. It's working fine with the exception of the notification rules. Specifically the "update" notification. It seems that when a Support Rep replies to a ticket via e-mail, the Support Rep gets both update e-mails and the user gets none. The web interface seems to work fine.

In addition, every time I change any data on the ticket it sends an update notification. Consequently, our customers would get flooded with meaningless e-mails every time we updated a field. Is there a way to filter this?

User submits ticket via e-mail.
   - New Ticket Notification sent to Support Rep and User (correct)

User responds to ticket via e-mail
   - Update Notification sent to Support Rep and User (correct)

Support Rep responds to ticket via e-mail
   -   The Support Rep gets two e-mails for the same ticket, User gets none. (Incorrect)
   -   Subject of both Support Rep e-mails are:
            Request Id ##123## is appended with requester reply.
            Request : ##123## raised by you was updated

Any ideas?