Last updated: 2023-09-29

Source: https://support.freshservice.com/support/solutions/articles/50000001050-setting-up-custom-statuses-for-problems

Often, you might want to bring in your specific help desk workflows into your problem statuses. For example, a problem might need specific inputs from your third party vendors. You might want to create a field called “Waiting for Vendor Response”. You can create these additional ticket statuses using custom statuses in Form Fields.

A quick guide to creating a custom ticket status in Freshservice:

  • Log in to your service desk as an administrator.
  • Go to Admin > Service management > Service Desk settings > Field manager

    • If your account has more than one workspace:

    To modify global workflows, navigate to Admin > Global Settings >  Service management > Service Desk settings > Field manager

    To modify workspace-level workflows, navigate to Admin > Workspace Settings > {Workspace Name} >  Service management > Service Desk settings > Field manager

  • Click on the Status field to add your custom statuses.
  • Hit the Add Item button at the bottom of the dialog box to add an empty textbox for a new problem status.
  • Type in a name for the status.

  • Click on the Done button to save the field.
  • Press the Save button in the Field Templates page to finalize your changes.