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