In the FreshDesk automations for ticket update you can set triggers based on many fields being changed. Some of the fields eligible to be used in the trigger include custom fields but not all custom fields are included, what determines if a custom field can be used in the ticket update automation rules?
In this case ‘Order’ is a text based non-conditional field
it is available for use in the automation rules for ticket creation
But it does not appear in the list of trigger events