Add case custom status feature

Author: estherk15

content/en/service_management/case_management/customization.md

@@ -1,5 +1,10 @@
 ---
 title: Customization
+---
+description: Customize Datadog Case Management with custom case types and attributes.
+---
+
+
 further_reading:
 - link: "service_management/case_management/"
   tag: "Documentation"
@@ -29,15 +34,15 @@ Datadog provides five [built-in case types][1], each designed for common workflo
 * Enable targeted automation
 * Conduct more granular analytics and reporting
 
-##### Create a custom case type
+### Create a custom case type
 
 1. Navigate to [**Settings > Shared Settings > Case Types**][2].
 2. Click **+ Create Case Type**.
 3. Provide a **Name** and an optional **Description**.
 4. Save your new case type.
 5. (Optional) See the [custom attributes section](#custom-attributes) of this page to add custom attributes.
 
-##### Enable a custom case type
+### Enable a custom case type
 
 After you create a custom case type, you must explicitly assign it to each project where it should be available. Follow the steps below to enable your new case type within a specific Case Management project.
 
@@ -84,6 +89,29 @@ You can add attributes that reflect your team's specific needs, such as escalati
      * Number
    * Choose whether to allow multiple values for this attribute.
 
+## Custom statuses
+
+Case Management supports customizable case statuses. By default, cases move through Open, In Progress, and Closed. You can add additional statuses to represent reviews, handoffs, or other workflow steps.
+
+Custom statuses help you:
+- Standardize how work moves through each stage of a case lifecycle.
+- Reflect reviews, handoffs, and intermediate states.
+- Improve reporting and automation by aligning statuses with your processes.
+
+### Create a custom status
+
+1. Navigate to [**Settings > Shared Settings > Case Types**][2].
+2. Select the case type you want to update.
+3. Scroll to the **Statuses** section.
+4. Add a new status under one of the three existing status groups: **Open, In-Progress,** or **Closed**.
+5. (Optional) Set a new **default status** for each status group. Default Statuses are used in automations as the preferred statuses for the group when exact status names are not provided.
+
+<!-- \[Screenshot here\] -->
+
+* Each status group (`Open`, `In-Progress`, `Closed`) must contain at least one status.
+* You can delete an existing status, but you must first migrate any cases currently using that status to another status in the same group.
+* Custom statuses behave exactly the same as Datadog's built-in statuses.
+
 ## Further reading
 
 {{< partial name="whats-next/whats-next.html" >}}