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.