The problem we are solving

In every organization, different departments run a wide array of operational workflows that are critical to business continuity and employee satisfaction. HR teams manage processes like employee onboarding, offboarding, and promotions. IT handles device provisioning, access requests, and system maintenance. 

Facilities take care of workplace relocation and equipment upkeep. Finance oversees expense reimbursements and budget allocations. Legal teams process NDAs, contract reviews, and renewals. While these workflows may differ by function, they often share one common challenge: coordination across departments and stakeholders.

These cross-functional workflows are often executed through email threads, shared spreadsheets, or siloed tools. As the number of stakeholders grows, tracking tasks, maintaining SLAs, and ensuring accountability become increasingly difficult. Critical steps may be missed, handoffs delayed, and employees left in the dark, all of which impact operational efficiency and employee experience.

That’s where Journeys comes in.

Journeys is a powerful new capability within Freshservice, designed to help organizations easily design, automate, and manage multi-departmental workflows. Whether it’s HR’s onboarding process, Facilities’ maintenance requests, Finance’s budget approvals, or Legal’s contract sign-offs, Journeys brings it all together in one centralized place.

With Journeys, you can:

  • Map out end-to-end workflows involving multiple teams and systems

  • Automate task handoffs to the right stakeholders at the right time

  • Track progress in real-time with full visibility across departments

  • Ensure SLA adherence and minimize delays with built-in accountability

By replacing scattered communication with structured automation, Journeys helps teams deliver consistent, efficient, and scalable service experiences, no matter how complex the workflow.

Employee Onboarding Example

To help you understand how journey workflows function, let’s take an example of an employee onboarding process. The illustration below highlights the key phases, triggers, and activities involved.