Advanced Workflow is currently in Alpha. We are really interested by your feedbacks, needs and questions in order to improve this app ! So, don't hesitate to drop us a mail at beyond.apps.labs@gmail.com 😉
Zendesk status can be limitative for your activity as there is only 6 status available. With Advanced workflow, you can add sub-status to be more precise in your process according to customised workflow.
Each Steps of the workflow is a potential value of a Custom Field. These Steps can be linked to a Zendesk ticket status. Transitions between Steps are named and used by agents on tickets to update the Custom Filed value.
This sub-status can visible by your customers so they can follow their tickets more precisely.