Perform operations on account, users, envelopes and attach documents to your Freshservice tickets.


Orchestration apps let you automate repeatable tasks and actions that span across a diverse set of systems and applications using workflows. The list of actions supported for this app include:

User Management

  1. Create User

  2. Delete User

  3. Get User with Filters

Envelope Management

  1. Get Document ID by Name

  2. Get Custom Field ID

  3. Get Custom Field Value

  4. Set Custom Field Value

  5. Send Envelope

  6. Add Signer Recipient to Envelope

  7. Create Draft Envelope with Template

Document Management

  1. Attach Document to Freshservice Ticket Note

  2. Attach Document to Freshservice Ticket


For the attachment actions, this app will temporarily store the DocuSign document on the Freshservice server. The document will be deleted as soon as the attachment attempt is completed.


The integration key needs to be promoted from your dev account to the production account in order for the integration to work in your production account. 

Once the Docusign integration key is promoted to the Docusign production account, we have to repeat prerequisite steps 5(ii), 5(iii) and 6 which are given below.

The DocuSign app config for the Docusign production account also needs to be added as shown in the “Installation Parameters” section after the integration key is promoted to the DocuSign production account.

Installation Instructions


1. Sign In to your Docusign account 

2. Go to "Settings"

3. On the left side panel under the "Integrations" section click on "Apps and Keys".

4. If you do not have an "App & Integration key" already. Click on, "Add App & Integration Key" and type in the desired name for the app.

5. On the next screen, in the "Authentication" section, 

i.   Select "Authorization Code Grant"

ii.  Click on "Generate RSA" and note down the "Private key". 

iii. Under the "Additional Settings" section, click on "Add URI", enter "http://localhost" and click on "Save".

6.Once above steps are done. Edit the following URL:

https://account.docusign.com/oauth/auth?response_type=code&scope=signature impersonation&client_id=<your-integration-key>&redirect_uri=http://localhost

Replace the <your-integration-key> with the integration key of your app. Paste the edited URL in your web browser, a consent screen will appear, grant the consent by clicking on "Accept".

Note: the URL will be with "account-d.docusign.com" domain in case of a developer DocuSign account as demonstrated in the GIF below.


Once you grant the consent on the consent screen, your browser will be redirected and in the redirection URL if you are able to see the “code”, it indicates that the consent grant was successful, even if the redirection doesn’t render any page or show “localhost refused to connect”.

Installation Parameters

To find the installation parameters required to set up Doscusign orchestration, go to "Settings", on the left side panel, under the "Integrations" section click on "Apps and Keys". 

  1. Account ID - Copy the "API Account ID"

  2. API Username - Copy the "API Username"

Once you copy the above parameters, click on "Actions" and then "Edit" for your app.

  1. Integration Key - Copy the "Integration Key"

  2. Private Key - This parameter should be copied when you are creating a new RSA keypair as mentioned under Prerequisites section point 5(ii)

  3. Is Production Account - This will be "true" if you're using a production account otherwise it'll be set to "false" in the case of a developer account.

The following two parameters are required for attaching documents to your Freshservice tickets as either a note or directly to a new ticket.

  1. Freshservice Domain - The domain of your Freshservice tenant. 

Example: demo.freshservice.com

  1. Freshservice API Key - Login to your Freshservice tenant. Click on your profile icon then "Profile Settings" on the right side pane, under "Your API Key" complete the captcha and copy your API key.

The below GIF demonstrates the step on installation parameters 

Promote DocuSign Integration to Production

We need to promote the Docusign integration we created in Prerequisite step 4, from the DocuSign developer account to the Docusign production account. DocuSign requires us to promote the integration to their production account in order for the integration to work in your Docusign production account.

The steps to do this are enlisted below -

  1. In the e-signature admin (developer account), request a Go-Live review

The integration must fulfil the following requirements before it can pass Docusigns review process -

  1. Run at least 20 API test calls in the DocuSign development environment. 

If you’re using a fresh Docusign integration key, you can simulate 20 successful API calls using the “Test App Action” in the Freshservice workflow automator.

  1. A paid production account that will serve as the management account for the app in the production environment. ISV partners can apply for a free IK management account via the partner program.

  2. Administrator access to the production account.

For detailed steps to promote the integration to the production environment, you can refer to this video or this detailed documentation.