In the Initiator Configuration screen that appears, under Select initiator, use the drop-down menus to choose the appropriate Agent groups and/or Requestor groups.
Agent groups refer to users with a Freshservice license – typically service desk agents or support staff – who are responsible for handling, executing, or coordinating workflows. These users operate from within the agent portal.
All agents – This option includes every agent in your Freshservice account across all teams and workspaces. Use this option when any support agent should be able to initiate the journey.
Agent groups – This option refers to a specific set of already created agent groups. Use it to restrict initiation to defined agent teams, such as allowing only the HR Operations group to initiate a new hire onboarding journey. For more information about creating and managing agent groups in Freshservice, Create & Manage Agent Groups.
Agents in specific workspaces – This option limits journey initiation to agents working within a designated workspace, such as HR, Finance, or IT. Use this option when your organization uses multiple workspaces and you want to assign initiation rights based on workspace.
Requester groups refer to end users added as requestors in your account, such as all employees in your organization.
All requesters – This option includes all users designated as requesters in your Freshservice account. Use it when any requestor must be able to initiate a journey from the support portal.
Requester groups – This option refers to a specific set of already created requestor groups. For more information about creating and managing requester groups in Freshservice, see Create & Manage Requester Groups.
