Is there a way to hide different status transition activity from the customer? Our agents change the status a LOT when working on an issue and I would like to limit how much activity the customer sees. I'd prefer if they only saw when an issue was created, in progress, escalated, closed, etc. instead of all of our extra statuses we have (Assigned to Team 1, Assigned to Team 2, etc....)
It looks like you might have mapped your customer status directly on to your JIRA workflow.
One of the reasons people use Service Desk is that it can hide the internal JIRA status from the customer by grouping them together into more simple ones.