Have you checked these first?
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Hi, in 1.12-103 the new-reply notifications is always at least 1:
Is that a reasonable behaviour? All tickets have at least a "1" in the staff demo...
I've been struggling with how to represent the idea that there is a reply waiting. I wanted to make it something that everyone can easily understand. But the '1' is hard-coded and does not actually indicate anything... if there are 2 replies it doesn't say '2'.
So yes I agree that this is a completely unsatisfactory solution. In fact, I've already decided to change it again. Here is how I designed it to work in the Client portal:
