IN THIS ARTICLE
- Overview
- E-Signing Options in Freshservice
- Add E-Signatures in Document Templates
- Send a Document for E-Signing from a Ticket
- How End Users Sign a Document
- View Completed Signatures
- Track E-Sign Status by Providers
- Configure the Default E-Signer for the Workspace
- Analyze Signature Usage
Overview
You can embed digital signatures directly into your service requests as part of document templates. This feature allows teams such as HR, Legal, and Procurement to create documents that require signatures from users such as managers, employees, new hires, or external partners.
All digital signature documents are managed in specific workspaces. Freshservice offers flexibility to maintain a default e-sign provider at the workspace level while still choosing a different provider for individual templates when needed. For details on how to override the default provider for a template, see Set Docusign as the E-Sign Provider for a Document Template.
E-Signing Options in Freshservice
Freshservice offers two e-signing options: its native e-signer and the Docusign marketplace app. Each option works differently in terms of credits, account requirements, and integration.
Freshservice Native E-Signer
If you use Freshservice's native e-signer, your account includes a one-time allotment of free signature credits that are available out of the box. Note that these credits are not eligible for any marketplace app e-signing and are completely different from the Docusign Marketplace app, wherein you sign in with your account.
The free credits allotted for the native e-signer are:
Pro and Enterprise accounts receive 30 free credits.
Growth accounts receive 10 free credits.
Other accounts, such as sandbox or trial accounts, receive 5 credits.
These credits will be set to zero once used or on the purchase of an eSignature pack, so that credit usage can be accurately tracked. You can purchase additional credits for Pro and Enterprise accounts from the Subscriptions page. A pack of 30 signature credits costs $90.
A signature credit is consumed each time a signature request is sent, whether it has one or multiple signers. Canceling and resending a request consumes an additional credit.Docusign E-Sign Provider
Docusign is available as a marketplace app in Freshservice. To use it, you must have an active Docusign account.
The integration is not included by default; only the Freshservice native e-signer is available out of the box.
Credits for Docusign are managed entirely within your Docusign account.
Add E-Signatures in Document Templates
Admins can configure digital signatures by creating a document template and then linking that template to a service item. For step-by-step instructions on how to do it, see Document generation for employee requests.
Pro-tip: If one person must sign a document in multiple places, you don't need to provide multiple email addresses for them. Just place the same signature placeholder at each required location in the template.
Send a Document for E-Signing from a Ticket
After a requester submits a service request that requires a signed document, agents can initiate the signature process from the corresponding ticket by performing the following steps:
Open the ticket and select Generate document and send for e-sign.
Note: By default, the system handles the signature request using the default e-signature provider configured for the workspace in Admin settings. For detailed instructions on how to set up the default e-sign provider for your workspace, see Configure the Default E-Signer for the Workspace.A document preview appears with all placeholder data, including signature fields.
Review the content.
Update any placeholder details, if needed.
When ready, click Generate and send for e-sign.
To include a custom message, select Generate and send custom email from the dropdown.
First message – Edit the message for signers (sent based on the signing order defined in the template).
Second message – Edit the message for the requester (notifying them that the process has started).
Review the messages and click Send.
At this moment, the document is routed to the intended recipients through the configured e-signature provider.
You can track the signature status from the ticket view by clicking View Status, located next to View generated document. This opens the complete audit trail, where you can:
View signature progress: See the number of completed and pending signatures, signer details along with their email addresses, and activity timestamps.
Cancel the request: If no one has signed the document yet, you can cancel and resend it from the ticket. Resending uses an additional signature credit.
Send reminders: Notify any pending signers to complete the signing process.
How End Users Sign a Document
When a document is sent to a signer, they receive an email with a link to complete the signing through the provider you selected. The signers have two months to sign before the process becomes invalid.
View Completed Signatures
Once all signatures have been completed, the requester is notified. The finished document is available on the ticket for both agents and the requester to view.
Track E-Sign Status by Providers
Freshservice allows you (agent) to track the status of all documents associated with each e-sign provider directly from the ticket view. In both cases, a dedicated pane in the ticket details screen shows real-time signature status, signer information, and key actions. The following statuses are tracked:
Pending – The signature request has been sent but is yet to be completed.
Completed – All required signatures have been successfully captured.
Rejected – The recipient declined to sign; the reason is recorded.
Expired – The signature request was not completed within the valid timeframe.
Cancelled – The signature request was manually canceled before completion.
This enhanced signing experience includes:
A centralized pane to track signature activity and status
Options to send reminders or cancel in-progress requests
Real-time updates as the document moves through different signature stages
Track E-Sign Status for Documents Using Freshservice Native Provider
Freshservice offers a built-in audit trail for documents signed through the native e-signature provider, enhancing transparency and legal traceability. Agents can view signer details and timestamped actions directly within the ticket by clicking View status next to View generated document, as shown in the image below.
This ensures visibility into when and by whom a document was signed. As needed, you can send reminders or cancel signature requests from this window.
Track E-Sign Status for Documents Using Docusign
To check the document status for Docusign, perform the following steps:
Click the dropdown arrow next to Docusign to view a summary of all documents associated with it.
In the expanded section, click View e-sign status to open a detailed status window for all documents sent through Docusign.
In the e-sign status window, click View status next to a document to see detailed signing progress and history for that specific document. As needed, you can send reminders or cancel signature requests.
Configure the Default E-Signer for the Workspace
Setting a default e-signer for a workspace ensures that the selected e-sign provider is automatically applied to all new document templates created within that workspace.
To configure the default e-signer for your workspace, log into your Freshservice instance as Admin and perform the following steps:
Under Admin Settings, search Document Templates and Signatures and then click E-Sign settings, as shown below.
On the E-Sign Settings screen, under Default e-sign provider, use the dropdown to select either Freshservice native e-signer or Docusign. The selected provider will apply to all document templates in the workspace, but it won’t affect documents that have already been created.
Note: If you choose Docusign as the provider, ensure the Docusign app is installed, either from the Marketplace or directly from the "Other e-sign provider" section on this screen, before selecting it.
Under Free e-sign credits, you can view your current credit usage and purchase additional credits by selecting Buy credits.
Under Other e-sign providers, you can view all e-signature providers supported by Freshservice and install, update, or configure them as needed.
Note: Freshservice currently supports two e-signature providers: the Freshservice native e-signer and DocuSign. For more information about new e-signer integrations in the pipeline, contact the Freshservice support team.
Analyze Signature Usage
You can track signature usage in two ways:
From the Document Templates screen
Using a dedicated report in the Analytics module
Only users with the Account Admin role can view usage data. Usage during the beta phase (before September 2024) is not reflected in reports.
Option 1: View Usage from the Document Templates Screen
This view shows usage across workspaces based on your role:
If you are in a single workspace, you will see usage specific to that workspace (for example, HR).
If you have Account Management privileges, you will see usage across all workspaces.
For MSP accounts:
Only IT workspace usage is displayed.
If your account was converted from ESM to MSP, usage is shown for the primary workspace only.
If a service request is moved between workspaces, its usage is still attributed to the original workspace.
Option 2: Use the Curated Analytics Report
Use the Signature Usage report in Analytics for deeper insights and exports.
Role Requirements
To view service request details → You need the IT Supervisor role.
To view credit usage → You need the Account Admin role.
What the Report Shows
