In our Requester portal, we only allow the end user to reply to the agent. There are no active fields for them to update, yet the Update button is active. This causes confusion to our requesters and they sometimes click on Update and send a Reply, which sends double notifications to the agent.
This button should be just like the Reply or Private Note - grayed out unless something has been changed on a field. We do not wish to hide it permanently as we may opt to have the customer update a field in the future depending on the workspace they are in.
