Onboarding new employees involve coordination among various departments within the organization. But, the people who are most involved in the process are the,    

  • HR team  

  • Reporting manager 

  • Employee  

The information provided by them is handed over to the concerned IT and facilities team to fulfill necessary actions such as providing ID card, new email address, application access, etc. to the new employee. 

If not set up properly, the process can get complicated and cause chaos among the departments and end up providing a bitter onboarding experience to the employee. 

In order to streamline the process, Freshservice has the Employee onboarding module built right inside the product. 

Note: The feature is currently available only for Estate and Forest plan. Also, the feature is not available for MSP customers. 

Accessing Employee Onboarding

Employee onboarding can be accessed from Admin > General Settings > Employee Onboarding

Before getting into setting up the modules, it is necessary to understand how the process works. As an admin, this will give you a better understanding while setting up the onboarding forms. 

How does Employee Onboarding work?

The process comprises of four simple steps: 

  • The HR personnel initiates the onboarding request from the self-service portal. The HR personnel keys in information such as the name of the candidate, designation, name of the reporting manager, date of joining, etc. 

  • An email will be sent to the reporting manager and the employee in order to receive more information. 

  • The reporting manager will fill in specific information such as the type of workstation the employee should get, the cloud services they should have access to, software required for their job roles, etc. 

  • The employee will receive a link to his personal email, which will lead him/her to a form. The employee should fill in his personal details such as his/her emergency contact information, address, blood group, etc. 

  • Once the HR, the reporting manager, and the employee fill their respective forms, tickets (parent and child) will be created and assigned to the IT and facilities team to facilitate things that are necessary to onboard the new employee. 

Note: The participation of the reporting manager and the employee are optional as they may not be applicable to all onboarding scenarios. If you wish to exclude either the reporting manager or the employee, the respective form has to be empty. 

Setting up the Onboarding Forms

If you’re an admin, you’ll have to set up the onboarding forms for the HR team, the reporting manager, and the employee. 

To set up the onboarding form, 

  • Go to Admin > General Settings > Employee Onboarding

  • You’ll notice the tab Set up Onboarding Forms. Here’ you can set up forms for the: HR personnel, reporting manager, and employee. 

  • Click on each role (say reporting manager) and customize the form according to your organization’s needs. You can also add or rename fields. 

  • The next step is to choose items from the service catalog. The chosen items are from where the HR personnel and the reporting manager can choose items for their employees. For example, if you choose five items while configuring the HR form, the HR personnel can choose only from those five items while raising an onboarding request. 

  • Under Choose who can raise an onboarding request, you can choose the groups to whom you wish to provide access for raising onboarding request. For example, if you choose HR team, only members of the HR team will be able to raise the request. 

  • Use the above-mentioned steps to configure all three onboarding forms. 

  • After customizing all the forms, click Save

Setting up the Onboarding Checklist

After setting up the onboarding forms, the next step is to customize the template of the onboarding tickets. Here, you’ll be able to create child tickets to the onboarding request raised by the HR personnel. 

In order to make this happen, 

  • Click on Create Onboarding Checklist tab.

  • You’ll see the parent ticket on the top. This represents the onboarding request raised by the HR team. 

  • If you wish to configure the parent ticket, click on it and make necessary changes such as the subject of the ticket, associated fields, and items. You can also assign the parent ticket to a specific agent group.

  • Once done, click Save

  • The next step is to configure the child tickets. 

  • Click on + Create Child Ticket option 

  • In the window that follows, choose the ticket subject and the agent group to whom you wish to assign this request. 

  • You can associate fields and items (that you’ve added to the onboarding forms) in order for your agents to fulfill the ticket. 


Now, you’ve completed setting up the Employee Onboarding workflow for your organization.

Raising an Onboarding request

If you’re an HR personnel, you can initiate an onboarding request using the below-mentioned steps: 

  • Head to your organization’s self-service portal and click on Employee Onboarding

  • Click on New Employee to onboard a new employee. 

  • Fill the employee onboarding form by filling information such as the employee name, department, name of the reporting manager, etc.

  • Choose items you wish to provide the employee, such as laptop bag, T-shirt, coffee mug, etc. 

  • Once done, click Submit

Viewing Onboarding Requests

If you had raised multiple onboarding requests, you can view all of them by clicking on Employee Onboarding from the self-service portal. 

It will lead you to a page where you can view all the requests and their status. The status of the requests are: 

  • Awaiting Information - Information is yet to be submitted either by the reporting manager, or the employee, or both. When you click on the request, you can see who is yet to submit their information. You can also send a reminder email to the concerned person. 

  • Being Processed - The submitted information is created as tickets for the agent. At this stage, the onboarding ticket is either open or in the pending state.

  • Completed - The onboarding ticket is fulfilled by the respective teams and is marked as resolved. 

Onboarding flow for Reporting Managers/Employee

If you’re a reporting manager or a new hire, you’ll receive an email asking you to fill the onboarding form. 

If you’re a reporting manager, the onboarding form will ask you to fill details of hardware and software you wish to provide the employee for them to get up and running right from day one. 

If you’re an employee, you’ll be asked to fill the necessary details for your onboarding. 

In order to complete the request, 

  • Click on the email sent to you from the service desk. 

  • In the form that follows, fill in the required information

  • Once done, click Submit

The information will now be stored as part of the ticket and will be forwarded to the IT team. 

Note: Including the forms for reporting manager and employee are optional. An admin can choose to not include them in the onboarding workflow before tickets are created.  


It is a common practice that when a service item such as application access, laptop, etc. is requested by an employee or on behalf of them, an approval email is sent to the employee’s reporting manager. 

If the reporting manager is part of the onboarding and chooses item(s) for the employee, approval email will NOT be sent to the Employee's Reporting Manager for those items. And, the ticket will be marked as "approved" by default. 

If the Reporting Manager form is not part of the onboarding (if the form is left empty), an approval email will be sent to the Employee's Reporting manager for the chosen items during onboarding.

For example, let’s assume your organization’s service desk has an automation rule set up to send an approval to the reporting manager when an employee requests for an “Apple MacBook Air.”
If the reporting manager selects “Apple Macbook Air” during onboarding, the automation rule will NOT trigger an approval email to the reporting manager since it is part of his/her onboarding form. The ticket will be marked as ‘approved’ by default.
However, if the Apple MacBook Air is part of the HR’s onboarding form, the above automation rule WILL trigger an approval email to the reporting manager after the ticket is created.

Note: Please note that the tickets created as a result of employee onboarding will have “Employee onboarding” as its source.