In the panel that appears on the right, you can select a template for your journey. By clicking Preview next to the template name, you can preview the template before using it.
Perform the following steps to configure the journey from a template:
After you select the template, a right panel appears where you need to provide the following details:
Provide a clear name for the journey, such as Onboarding Designers.
Next, add a brief description to explain the purpose or context of the journey.
Journey Type is automatically populated based on the selected template. This helps to group similar journeys together, making it easier to filter and analyze. In this example, the Journey type is Onboarding.
Click Create to proceed to the next steps.
In the Initiator Configuration screen that appears, configure who can initiate this journey by performing the following steps:
Under Select initiator, use the drop-down menus to choose the appropriate Agent groups and/or Requestor groups.
Agent groups refer to users with a Freshservice license – typically service desk agents or support staff – who are responsible for handling, executing, or coordinating workflows. These users operate from within the agent portal.
All agents – This option includes every agent in your Freshservice account across all teams and workspaces. Use this option when any support agent should be able to initiate the journey.
Agent groups – This option refers to a specific set of already created agent groups. Use it to restrict initiation to defined agent teams, such as allowing only the HR Operations group to initiate a new hire onboarding journey. For more information about creating and managing agent groups in Freshservice, Create & Manage Agent Groups.
Agents in specific workspaces – This option limits journey initiation to agents working within a designated workspace, such as HR, Finance, or IT. Use this option when your organization uses multiple workspaces and you want to assign initiation rights based on workspace.
Requester groups refer to end users added as requestors in your account, such as all employees in your organization.
All requesters – This option includes all users designated as requesters in your Freshservice account. Use it when any requestor must be able to initiate a journey from the support portal.
Requester groups – This option refers to a specific set of already created requestor groups. For more information about creating and managing requester groups in Freshservice, see Create & Manage Requester Groups.
Use the Allow initiators to cancel journey requests checkbox to allow initiators to cancel a journey at any stage before it is completed. For more information about allowing to cancel journey requests, see Allow Initiators to Cancel Journey Requests.
Under Create initiator form, some fields are pre-populated based on the selected template and journey type. You can modify these fields or add new ones as needed.
To archive, clone, or delete an existing field, hover over the field and select the appropriate option.
To view a field’s properties, click the field to open the side panel, where you can edit the field label, choose whether it's mandatory, view the configured data source, and more. Note that the properties vary depending on the field type.
To add a new field, drag and drop the desired field type from the left panel into the form.
Note: For more information about all the options available in form creation and how to use them, see Create the Initiator Form.
Note: This form will be filled out by the initiator of this journey from the support portal.
Review the fields, then click Save and next to proceed with configuring the Phases/Activities.
On the Phases/Activities screen that appears, click Manage Stakeholders, as shown below.
Note: You can do this at any time in the journey configuration; however, we recommend configuring stakeholders beforehand so that activities can be assigned to them appropriately.In the right panel, you can view all the stakeholders included in the template. You can edit them, add more stakeholders, or delete some stakeholders by clicking the three dots next to the stakeholder's name. To learn how to add, edit, and delete stakeholders from a journey, see Manage Stakeholders.
Note: In an onboarding journey, the Initiator and New Hire stakeholders are mandatory and cannot be deleted.Some phases and activities, according to the template selected, will be preconfigured on the Phases/Activities Configuration screen.
In the Onboarding example, four phases for onboarding a new hire are created, each with predefined trigger points. Associated activities, such as Simple Tasks, Form Tasks, Tickets, and Emails, are also added under the appropriate phases.
To modify an existing phase, click the three dots at the top-right corner of the phase. For more information about how to create a new phase and configure trigger points, see Set up Phases.
To add a new activity under a phase, click + Create Activity. For more information about the types of activities available in the system and how to use them, see Set up Activities.
Before publishing a journey, ensure all account-specific configurations are complete. For a detailed list of what to review, see Pre-Publish Checklist for Admins (Template-Based Journeys).
After reviewing against the checklist, click Publish to make the journey live. The journey will start when the first trigger condition is met.
To review the journey-level settings and control various aspects of the journey's function, click the three dots and click Settings, as shown in the image below. For more information about the Journey settings, see Manage Journey Settings.
