What does SD+ consider an update?

I have set our system up so we do not receive requests by email (user's must go to the webpage). I do have outbound from the system to the user's setup with all user notifications enabled.

In testing the email out from the SD+ system, I am noticing that the Add notes option does not "update" the ticket. I tested "reply" and it send an email reply to the user, which is fine, but if they reply to the tech through the email the information will never reach the user. We are going to turn on a rule on Exchange to reply what website they should visit to update and create tickets, but that will not be ebough I fear. I have had my technicians using the add notes feature and select make notes viewable to user. This works and when a user logs in they can see the notes, but they are not notified that someone made a note so the only way the user knows anything is to go in and check constantly.

Also when I choose reply, which I would consider an update to the ticket, there is not an additional email telling them to go look. The email to user when ticket is updated notification seems to only work when a tech changes a field like priority.

Any thoughts?