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Install the Docusign App

This section provides an overview of the installation and configuration process for the Docusign app in Freshservice.

  • If you are installing the app for the first time, you will see the Install button.

  • If the app is already installed, the button will display as Update.

Note: To begin, enable the E-sign toggle in the Docusign app configuration screen (as shown in the image below), and enter the required Docusign account details.



Leverage Docusign to Sign Documents in Freshservice

Set Docusign as the Default E-sign Provider for a Workspace

To set Docusign as the default e-sign provider for a workspace, go to Document Templates and Signatures > E-sign Settings, and update the Default E-sign Provider to Docusign, as shown in the image below. Once set, all new document templates created within that workspace will automatically use Docusign for capturing signatures.


Set Docusign as the E-sign Provider for a Document Template

In Freshservice, regardless of the default e-sign provider set at the workspace level, you can still override it for a specific template, by editing that template. 

To update the e-sign provider from Native to Docusign for any document template, under Admin settings, go to Document Templates and Signatures > Edit Template > Add Signature tab, and select Docusign as the e-sign provider, as shown in the image below.

When editing a template, you might see two Docusign options in the e-sign provider dropdown. This is because Docusign is currently set as the default e-sign provider for your workspace.

  • To always use Docusign for this template, regardless of the workspace default, select the Docusign option marked as (2) in the image below.

  • To have the template inherit the workspace default, whether it is Docusign now or a different provider in the future, select the Workspace default option marked as (1) in the image below. If the workspace default changes, then the template will automatically use the new provider.


Send Documents for E-signature Using Docusign

After selecting Docusign as the e-sign provider, either at the workspace level or for a specific template, you can generate the document and send it for e-signature directly from the ticket view. For step-by-step instructions on how to do it, see Send a Document for E-signature from a Ticket.


Additional Capabilities with Docusign

View Status

You can also 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, cancel signature requests, and send reminders to notify any pending signers.

Send Reminder

To notify pending signers to complete the signing process, click the Reminder icon shown below, and it will send them an email.


Cancel Signature Requests

Agents can use the Cancel signatures option to withdraw an active e-signature request that is no longer valid. For example, an HR agent can send an offer letter for signature but later realize that the document has outdated compensation details. In such cases, to avoid confusion or legal issues, the agent cancels the request by clicking the Cancel signatures option, as shown in the image below.

The document status changes to Canceled, and the signer can no longer access it.

 

The following are the additional scenarios related to signature status:

  • Signing Declined – When a signer declines a signature request, the signature request status changes to Rejected, and the fulfillment status of the service item updates to Signing Declined. The stage status will update to Canceled, as shown in the image below. In the right panel, under Activity, you can view which signer declined the request along with their reason for rejection.

  • Signature Request Expired – When a signer fails to complete the signature request within the defined expiration period, the signature request status changes to Expired, and the fulfillment status of the service item updates to Signature request expired. The stage status will update to Canceled.

In any of the above scenarios, you can regenerate documents for the same ticket if needed.



Uninstall or Disable the Docusign App in Freshservice

This section explains the impact of uninstalling or disabling the Docusign app in Freshservice.

Uninstall

Before uninstalling, ensure the app is neither set as the workspace default nor used anywhere; otherwise, the uninstall will fail. Once these conditions are met, uninstalling the app will mark any associated tickets as Canceled. After uninstallation, the app can no longer be used to sign future documents or link to any document templates.

To uninstall the Docusign app, navigate to Global Settings > Apps, open the Settings dropdown for Docusign, and click Uninstall.

Disable

You can disable an e-signature app either from the App Settings or the E-sign Settings to temporarily pause it for any business reason.

To disable from the App settings, navigate to Global Settings > Apps, under Docusign settings toggle off the App Status button. 

Note: If you disable and then re-enable Docusign from App Settings, it will remain set as the e-signer for any paused tickets or documents.

Alternatively, you can disable the app from E-sign Settings by using the toggle on the Docusign app details screen shown below.

Note: If you disable and then re-enable Docusign from E-sign Settings, the app will switch to the Freshservice native e-signer for any paused tickets or documents.

Disabling Docusign keeps the app installed but prevents it from processing ongoing or future e-signature requests. After disabling, the View status button for any document already sent for signature will be disabled, and the signature request cannot proceed until Docusign is re-enabled.


FAQs about Docusign for E-signatures in Freshservice

1. Do I need to purchase an e-signature add-on in Freshservice to use Docusign?
No. The Docusign app is available for free in the Freshservice Marketplace. You can install and use it without buying additional e-signature add-on packs from Freshservice. The Freshservice credits are for out of the box use if you do not have any e-sign integration with Docusign.

2. Can I use my existing Docusign account with this app?
Yes. You can sign in using your existing Docusign account. No separate Freshservice-specific license or Docusign plan is required, apart from what your organization already uses.

3. Why do I see two options in the e-sign dropdown at the template level if Docusign is set as the workspace default?
If you want the document template to always use Docusign as the e-sign provider, then select Docusign option marked as (2), from the dropdown shown in the image below. However, if you want the template to inherit whatever e-sign provider is set as the workspace default, whether it is Docusign now or a different provider in the future, select the workspace default option. In this case, if the workspace default changes to a different e-sign app in the future, the template will automatically use that new provider since it is set to inherit the workspace default.

4. Is the Docusign app suitable for all Freshservice plans?
The app is particularly valuable for Growth, Pro, and Enterprise customers who need advanced signature workflows, region-specific compliance, or large-scale usage, but it can be installed and used on any plan that supports Marketplace apps.

5. Where can I install the Docusign app?

You can install it from:

  • The Freshservice Marketplace, or

  • Directly from the E-sign settings screen under Other e-sign providers


6. What happens when existing customers try to uninstall the Docusign app?

If Docusign is currently set as a workspace default or is linked to any templates, the uninstall will be blocked until those dependencies are removed.


7. I have completed the configuration but don’t see Docusign as an e-sign option in document templates. What could be wrong?

Ensure that:

  • You enabled E-sign settings during installation.

  • You completed the authorization of the integration key in Docusign.

  • Your Docusign account has permission to send e-sign requests.

  • The app is enabled both on the e-sign settings and on the Manage Apps page.

If the issue persists, verify the API credentials or consult your Docusign administrator.

8. If Docusign is uninstalled, do completed documents remain viewable in the Ticket?

Yes. Once documents are completed, they remain viewable from the ticket view. Only in-progress requests will be canceled.

9. What is the difference between Docusign and Orch?

In Freshservice integration:

  • Docusign enables e-signature functionality embedded directly within document templates.

  • Orchestration (Orch) automates complex, multi-step document workflows using Freshservice’s workflow automator, with Docusign as one part of the process.

In summary, Docusign handles the signing itself, while Orch manages the broader document workflow that includes signing and other related actions.

10. What should I do if I accidentally install the wrong version of the Docusign app?

You can uninstall the incorrect version by navigating to: Marketplace Apps > Manage Marketplace Apps > Docusign – Orch and eSign > Settings > Uninstall App.

Then, install the correct version (Orchestration + eSign or E-sign only) based on your requirement.

11. Do I need separate credentials for Orchestration and E-sign configuration?

No, the same Docusign account can be used for both configurations, but you must generate and input the correct credentials and keys during the setup process for each setting.