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  1. Customer Service Management
  2. CSM-9

Customers should be able to display statuses based on their workflow or customize which statuses are visible to their end users.

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    • Icon: Suggestion Suggestion
    • Resolution: Unresolved
    • Ticket
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      Problem Description

      In CSM projects, customer-created tickets currently have only two statuses: Submitted and Resolved. Users have requested more intuitive and informative statuses to better communicate ticket progress. They would also like the option for customers to escalate their tickets directly from the portal by triggering a status transition.

      Suggested Resolution

      Ability to configure additional user-friendly ticket statuses (e.g., In Progress, Pending Customer Response, Escalated) and enable configurable transitions that customers can use through the portal. This feature is currently available in JSM projects.

      Customize workflow status

      Show a workflow transition in the portal

      Why This Is Important

      Providing more descriptive statuses improves transparency for customers, reduces confusion about ticket progress, and empowers customers to take action when necessary (such as escalating unresolved issues). This enhancement would significantly improve the overall customer experience and communication efficiency.

      Workaround (if any)

      NA

              sguio sguio
              615ff5e1b75f Samriddhi Saumya
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                Created:
                Updated: