Freshservice integration with Docusign - Orch and eSign enables you to streamline both e-signature workflows and document orchestration within the service desk and workflow automator.

You can select one of the following settings based on your requirement:

  • Esign settings- Link your Docusign account to enable seamless e-signature workflows for document templates. This article describes the E-sign settings for the Docusign application.

  • Orchestration settings- Enhance workflow automation by orchestrating document-related actions in Docusign. For more information on Orchestration app, refer to Installation Guide for DocuSign App (Orchestration + SaaS).


TABLE OF CONTENTS


Prerequisites for integration

Ensure you have the following, as part of the prerequisites for integration:

  • An active Docusign account.

  • Account administrator privileges for Freshservice to integrate the application.

Install the app in your Freshservice Account

To install the app, follow these steps:

Step 1: Log in to your Freshservice account

  1. Go to HR Workspace > Service request management > Document and signature templates > E-sign settings > Other e-sign providers > select Docusign - Orch and eSign.

  2. Or, click the Marketplace Apps icon on the top-right corner, and select Marketplace Apps. Search and select the Docusign - Orch and eSign.

  3. Click Install on the installation page. The Configuration page opens.

  4. Select E-sign settings.


Step-3: Update Configuration settings in Freshservice

  1. Enter the following details that you have obtained from the Docusign apps:

    • Public and Private Keys

    • enter an URL in the Redirect URL field

    • API Account ID
      Note: The Account ID can be changed; however, doing so will trigger an error message. We recommended not to change the Account ID, as this may disrupt ongoing signature processes.

    • Integration Key

    • API Username / User ID

    • Private Key

  2. Select True or False in the Is Production Account? field, based on which account you are using sandbox or production.

  3. The following fields are automatically pre-filled:

    • Freshservice Domain

    • Freshservice API Key

  4. Click Save.

Step-4: Authorize Docusign Integration Key:

  • Once the configuration is saved, authorize the Integration Key in your Docusign account (if not already authorized).

  • After successful authorization, your integration is ready to use.

For more information on how to use the app to initiate signatures, send reminders and track status in real-time within Freshservice, refer to Embed eSignatures in Documents.

How to disable or uninstall the app

To disable or uninstall the Docusign – Orch and eSign app in Freshservice, follow these steps:

  1. Log in to your Freshservice account.

  2. Go to the E-sign configuration page.

  3. To disable the app, click the Enable App toggle.
    Note: The e-sign toggle cannot be turned off if DocuSign is the workspace default, and will display a warning if there are document templates associated with the app.

To remove the app completely, click Uninstall App.