Cannot add a custom status
A few time ago, I was able to add some custom status on tickets.
But I don't have the option "Add item" anymore on my freshdesk. However, the documentation (https://support.freshdesk.com/support/solutions/articles/37600-understanding-ticket-statuses) says it is possible on Sprout package.
What is the problem ?
That's a nice catch. Sorry that the documentation hasn't been updated with the latest plan tags. Customisable ticket forms is a feature that's available only from Blossom plan and onwards.