Hi, I would like to suggest three important features for Custom Ticket statuses to improve ease-of-use by agents, and ease-of-maintenance by admins.

Nested statuses, so that clicking on submit doesn't bring up a long list to scroll through. A user can simply click the parent status category to start, and then see the custom statuses for each. This will also help agents understand what the link between a custom status and its parent. A double nesting would be valuable as well. Ex: Open::Pre-Sales::Discovery, Open::Pre-Sales::Demo, Open::Sales::Negotiating, Open::Sales::Contracting
Re-ordering the statuses. We may add a new status in the future, and we would want to slot it in the process flow to make them more intuitive and therefore quicker to find.
Color-coding: Assign our own color scheme for ticket statuses, so that they are easier to identify. For example,
1. we may want to use RED statuses for more critical statuses (like On Hold - Escalated to 3rd party vendor)
2. Use darker shading as the ticket goes through its workflow (so lighter share for Open::Pre-Sales::Discovery, and darker for Open::Sales::Contracting) so that we can see at a glance how far along the process a ticket is.
3. match color scheme with other tools we use, so anything Open shows blue in all our support tools.

thanks,