TABLE OF CONTENTS
- Access Journey Activities from the Home Page
- View and Complete a Simple Task
- Complete a Form-Based Activity
- Journey Tasks for Agents
- View a Completed Simple Task
- View a Completed Form Task
Employees and agents can now access and complete Journey-related tasks and approvals directly from the Freshservice mobile app, a capability that was previously available only on the web portal.
This enhancement enables users to monitor pending actions, make timely decisions, and manage activities on the go.
Note: Some features or task types may still be available only on the web app.
Access Journey Activities from the Home Page
Employees can now access Journey-related activities and approvals directly from the Support Portal home screen in the mobile app.
On the Support Portal home screen, tap Complete your action items to open the Action Items view.
By default, the Approvals tab opens.
Tap the Journey Activities tab to view all Journey-related tasks.
The Available Views under the Journey Activities tab include:
Pending Items (default): Displays all active tasks, including simple tasks and form tasks.
Past Items: Displays completed activities, including task name, created date, and completion date.
View and Complete a Simple Task
Employees can open, review, and mark a simple (non-form) task as complete within the mobile app.
From Pending Items, tap a simple task.
The Task Details screen displays:
Journey Data (first two entries shown by default; tap View More to expand).
A detailed task description in structured, readable text.
Due by timestamp and applicable tags (Overdue or Near Due).
To complete the task:
Tap Mark as Completed at the bottom of the screen.
A success message appears: “Task marked as completed.”
The task automatically moves from Pending Items to Past Items.
Tip: Tapping the back arrow before completing the task returns to the previous screen without saving progress.
Complete a Form-Based Activity
Employees can fill and submit data forms and service item forms as part of a Journey task directly from the mobile app.
From Pending Items, tap a form-based task (for example, Assign a Buddy or Provide Equipment).
The Task Details screen includes:
Journey Data (tap View More for additional entries).
Due date and applicable tags.
The Form section, which may include:
Data Form Fields – for information capture.
Service Item Form Fields – for asset or service requests.
Form Interaction
If Data Form Fields are present:
Complete all mandatory fields (marked *).
Tap Next to move to the Service Item Form (if applicable).
If only Service Item Forms are present:
Fill the required fields (Dropdown, Multiselect, and Checkbox).
Dependent fields appear based on selected values.
Review Step (Service Items)
Displays a summary of assets (Name, Qty, Price, Total).
Quantities can be adjusted; totals update automatically.
On Submission
After submission, a confirmation message appears: “Task marked as completed.”
The task is removed from Pending Items and listed under Past Items with completion details.
Journey Tasks for Agents
Agents can view and manage Journey activities alongside approvals within the mobile app.
From the agent view, tap Approvals and Journey Tasks.
The default tab is Approvals.
Switch to the Journey Activities tab to view all Journey-related items.
The Available Views include:
Pending Items (default):
Displays Simple and Form tasks.
Shows task name, created date, and due date.
Displays Overdue or Near Due badges when applicable.
Past Items:
Displays completed activities with created and completed dates.
Includes Overdue badge if applicable.
View a Completed Simple Task
Employees and agents can view details of completed simple tasks in read-only mode for reference.
From Past Items, tap a completed simple task.
The Task Details screen displays:
Journey Data (first two fields visible; tap View More to expand).
Task description in formatted text.
Due date and timestamp (for example, Due by Thu, 18 Jan at 6:50 PM).
All fields are read-only. Tap Back to return to Past Items.
Note: Completed tasks cannot be edited or resubmitted.
View a Completed Form Task
Employees and agents can view completed form-based tasks in read-only mode.
From Past Items, tap a completed form task.
The Task Details screen displays:
Journey Data: First two fields shown by default; tap View More for the full data set.
Form Fields (Read-only):
Data and Service Item forms appear pre-filled with submitted values.
Required fields remain marked with an asterisk (*) for consistency.
Field Types
Data Form Fields: Text, Paragraph, Number, Decimal, URL, Checkbox, Radio Button, Dropdown, Multiselect, Dependent Field, Date-Time Picker, Email Input, Content Block, File Upload (view/download), and Section groups.
Service Item Fields: Dropdown, Multiselect Dropdown, Checkbox, and dependent fields (if any).
The Review section displays summary details such as Name, Qty, Price, and Total.
Tap Back to return to the list of Past Items. No edit or resubmit options are available.
