TABLE OF CONTENTS


Take Action From the Progress Tab

The following table outlines the actions a Journey owner can perform in the Progress tab to manage and guide a journey request effectively:

Action

Description

Send reminder

Use the Send Reminder option (shown below) to trigger reminders for activities that are in progress.

Note: Reminders can only be sent for activities with the In Progress status. This option is not available for tickets or email-based activities.

Assign to

Use the Assign To option to change the assignee for one or more activities.

Note: 

  • Supports both individual and bulk reassignment.

  • Available only for activities with the In Progress status.

  • Not applicable to tickets or email-based activities.

Skip activity

Use the Skip activity option to bypass a specific activity that is no longer applicable. For more information about the implications of skipping an activity in a journey request, see Impact of Skipping an Activity in an Ongoing Journey Request


Change Journey owner

Use the Journey owner option to transfer Journey owner responsibilities to another group/agent.


Take Action From the Details Tab

The following table outlines the actions a Journey owner can perform in the Details tab:

Action

Description


Update the Initiator form

You can view the initiator form you submitted when creating the journey request. You can edit the entered fields and select Update to save your changes. However, updating journey details may impact subsequent activities in the request. 

Note: For more information about the implications of updating the journey data, see Impact of Updating the Initiator Form After Initiation.


Activity Types and How to Update Them

Based on the Journey request configuration, specific activities are automatically assigned to the relevant stakeholders for completion. As a Journey owner, you can monitor the progress of these activities and take necessary actions, such as sending reminders or skipping an activity if required.

Modify activity details across different activity types.

  • Service Ticket Activity – View and update the associated service request to ensure agents have the information they need.
  • Form Activity – Review and edit form fields configured for data collection and related service item data.
  • Task Activity – Update task instructions or details so agents can complete them accurately.
  • Email Activity – Modify email task details such as sender, recipient, subject, and body. Emails are triggered based on configured conditions.


Service Ticket Activity

When you click on a service ticket activity, the Activity details panel appears on the right side of the screen. Use this panel to stay informed about activity progress and take necessary actions to keep the Journey request on track. This panel provides the following information:

  • Details: This view displays the agent assigned to the ticket, the due date, ticket status, type, and a link to the associated service item. Clicking the service item link opens it in a new tab, where you can view the full service request. This view is similar to a standard Freshservice service ticket. The agent to whom the Ticket is assigned can update the ticket as required.

  • Journey request Data: This data shows additional context about the Journey request, such as department details and metadata associated with the activity. The Journey request data fields are fetched from the initiator form or any other activities configured.

  • Triggers and Conditions: Lists the triggers and conditions that led to the creation of the activity within the Journey request. 


Form Activity

When you click on a form activity, the Activity Details panel appears on the right side of the screen. Use this panel to track activity progress and perform necessary actions to ensure the Journey request stays on course.

Under Details, you can view the agent assigned to the ticket, the due date, ticket status, type, and a link to the form task. Clicking the form link opens the Form Details view, where you can review all configured fields used for data collection, along with any related service item information.

You can update the necessary fields in the form and click Update to apply the changes, so that the agents can complete them. Note that updating Journey request details triggers subsequent activities. You need to confirm to proceed.

Task Activity

When you click on a service ticket activity, the Activity details panel appears on the right side of the screen. Use this panel to stay informed about activity progress and take necessary actions to keep the Journey request on track. This panel provides the following information:

  • Details: This section displays the agent assigned to the ticket, the due date, ticket status, type, and a link to the simple task. Clicking the task link opens a detailed view, where you can review the instructions in the task and update it accordingly so that the agents can mark it as completed once they have followed the instructions provided here.

  • Journey request Data: Shows additional context about the Journey request, such as department details and metadata associated with the activity.

  • Triggers and Conditions: Lists the triggers and conditions that led to the creation of the activity within the Journey request.


Email Activity

When you click on an Email activity, the Activity details panel appears on the right side of the screen. Use this panel to stay informed about activity progress and take necessary actions to keep the Journey request on track. This panel provides the following information:

  • Details: This section displays the due date, ticket status, type, and a link to the associated email task. Clicking the email task link opens a detailed view where you can review the Sender, Recipient, CC'd email addresses, Subject, and Email body. You can update these fields as needed. After the updates are applied, emails will be sent once their triggering points are satisfied.

  • Journey request Data: Shows additional context about the Journey request, such as department details and metadata associated with the activity.

  • Triggers and Conditions: Lists the triggers and conditions that led to the creation of the activity within the Journey request.


Track and Monitor Activities

As a Journey Owner, you can track the progress of each activity and take action to ensure timely completion.

  • Track Activity Status – Monitor real-time progress for each activity in the journey request.

  • Follow Up – Reach out to assigned stakeholders to ensure pending tasks are completed.

  • Monitor activities by type –

  • Service Ticket Activity – Track the status of ticket-based tasks.

  • Simple Task Activity – View the completion status of basic tasks.

  • Form Task Activity – Check whether the required forms have been filled out and submitted.

  • Email Activity – Confirm that emails have been sent or received as expected.

  • Uninitiated Activities – Identify activities that have not started yet and take action.

  • Skip or cancel activities, or reassign them as needed.

  • Take bulk actions on multiple activities to streamline management and improve efficiency.

Possible States for an Activity

Each activity within a journey can be in one of the following statuses:

  • To be initiated – The activity is scheduled but has not started yet.

  • In progress – The assignee has begun working on the activity.

  • Completed – The activity was completed successfully.

  • Skipped – The activity was intentionally skipped.

  • Canceled – The activity has been canceled and will not proceed.

  • Failed – The activity could not be completed due to an error.