it would be great to rename ticket states for the customer portal.
e.g. a status "waiting for customer" should be called like that in the agent portal, and e.g. "open" in the customer.
use case: many customers don't understand why a status is called "open" when it's open for the agent and not for the customer user. or the status is "waiting" in the agent-portal, so it should be "open" for the customer user.