The bulk upload feature allows you to submit multiple journey requests at once, making it easier to manage high-volume submissions. This feature reduces repetitive data entry and speeds up request creation for standard journey types. 


All requests in a single upload must belong to the same journey. For example, you can upload multiple Onboarding journeys together, but not a mix of Onboarding and Offboarding journeys. 


Step-by-Step Process

To use this functionality on the support portal, perform the following steps:

  1. Click the menu (hamburger) icon on the support portal home screen, and then choose Journey Requests, as shown below.

  2. In the new screen that appears, in the upper-right corner, select Bulk-upload requests.

  3. In the panel that opens, configure the following options:

    1. Journey type – Select the type of journey you want to initiate, such as Onboarding or Offboarding.

    2. Journey – Select the specific journey, such as Hiring Senior Designers or Offboarding Customer Success Manager.

  4. After you configure the journey type and select a journey, a section with a downloadable CSV template appears below. The template includes predefined headers based on the selected journey. 

  5. Download the template, enter the journey details, and upload the completed file by either dragging and dropping it into the upload area or selecting Upload your CSV.

  6. After the file is successfully uploaded, choose a Date format using the drop-down menu.

  7. Next, map the Freshservice fields to the corresponding columns in your CSV file. When the mapping is complete, select Import to proceed.

  8. A confirmation message appears after the bulk upload, showing the total number of records in the CSV file and the number of records successfully created in the system. In case of any failures, the message also displays the number of failed records.

  9. After a successful upload, all journey fields from the bulk request are converted into individual journey request entries, as shown below.

Note: For failed bulk upload requests, the reason for each failure is displayed along with the corresponding field that requires attention.