Hello everyone,
I have a question about custom ticket statuses in Freshdesk.
In addition to the standard status values like Open and Closed, I created a individual custom status. The custom status is available in the ticket itself and works there as expected.
However, when I try to use this status in an Automation rule, I can only see the standard status values in the dropdown. My custom status does not appear there, so I cannot select it.
What I checked so far:
- The custom status is already created and active
- It is visible in the ticket status field
- In Automation, only the default statuses are available in the dropdown
My questions:
- Is this a known limitation in Freshdesk Automations?
- Do custom statuses need any extra configuration before they can be used in Automation rules?
Has anyone had the same issue or found a solution?
Thank you in advance,
Markus
