Upcoming capability (May 2025)


Here is how you can set up automated document generation in Freshservice using the Workflow Automator.



NOTE
Please note that the Service item mapping should be completed and properly configured to the document template for the document generation to be triggered. Here is an article to help you configure a document template to a service item.


  • Go to Workspace Settings > Automation and Productivity > Workflow Automator. 



  • Create a new workflow or edit an existing workflow. 

  • Add an Action node and click on it to open the details panel. 



  • Select the Generate and send document for option



  • Select the Service Item to which the document is mapped. 



NOTE
Please note that the drop down lists only the service items that have “Document” as the fulfillment option in the service catalog item settings. Since the action is for auto generation of documents itself.  




NOTE
The Auto-generate document and send it to the requester flag would have to be turned OFF for document generation to work via the Workflow Automator. In case this flag is turned ON, you would see an error prompt while configuring the workflow. This is to ensure the avoidance of duplicate document generation.