Custom statuses & custom fields

Out of the box every ticket moves through the canonical statuses New → Open → Pending → Resolved. Custom statuses and custom fields let you layer your own workflow and data on top.

Custom statuses

A custom status is a labelled, coloured stage (for example Awaiting parts, With engineering) that maps to one of the canonical categories the SLA engine understands.

1. From a ticket's reading pane, open the status control.
2. Pick your custom status. flyhelpdesk records both your label and the underlying category, so SLAs and reporting keep working.

Because a custom status maps to a canonical category, reports and SLA countdowns stay accurate no matter how many labels you add.

Custom fields

Custom fields capture structured data on a ticket — an order number, a severity, a checkbox for "callback requested".

• Supported types: text, number, select, date and checkbox.
• Active fields appear in the reading pane in their configured order; values are stored on the ticket and shown to any agent who opens it.

Tips

• Map every custom status to the closest canonical category (pending for anything waiting on someone else) so the SLA clock behaves as you expect.
• Use a select field rather than free text where you want clean reporting later.
• Custom statuses and fields for the demo install are provided ready-made; your team can extend them to match your process.