Are all status settings visible to the customer - can you make some not visible?

[Marie Philips]

Next-Gen service desk. I don't want a change of status notification sending to the customer for every change of status I've set up in the workflow, just particular ones. Do I have to disable the default notification and create a set of custom ones to achieve this? Or is there a way of setting a status as not visible to the customer.

[Angélica Luz · Accepted solution]

Hello Marie,

Welcome to Atlassian Community!

When using a next-gen project, currently it's not possible to hide a status from the portal.

On classic ones, there is an option to change the statuses name and as the original name is not visible to the customer, the notification is not triggered.

The best option is what you mentioned. You can disable the Customer-visible status changed and create custom notifications using Automation to only send a notification, for example, when the ticket is depending on them and when the assignee closes the ticket.

Regards,
Angélica