With this new enhancement, helpdesk admins can automate tasks based on how long a ticket has been in a particular custom status. This will help solve use cases such as:

• Approvals follow-up to Agents

• Awaiting requester response follow-up

• Changing ticket status to specific value after X hours in a specific status
  
  

More information can be found in the link below:-

https://support.freshservice.com/en/support/solutions/articles/50000003164-supervisor-configuration-based-on-custom-ticket-status