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.