It would be nice if you could associate the status from your workflow and display them with a different name to your customers. As an example:

The status of ticket A is "Waiting for triage" and only the agent will see like this. On the customer side, he will be viewing this ticket just as "Investigating".

This can be a good approach when you want to separate workflow status from Customers and Agents and have a better organisation about the SDS issues.