It would be really useful if there was a way to have the helpdesk indicate that there were unread comments (or other changes) on a ticket. Even if there was just a "Date of Last Comment" column, that would probably work.
In short, it would be helpful to know whether another tech has commented on any open cases without having to go and view each ticket, one after another.
The new notification system should cover this quite well, if I do say so myself. If there's any complaints I'll be glad to re-open this. For now closing it out as part of the resolves sweep.
New Feature
Closed
"New Comments" feature