TABLE OF CONTENTS

• Overview
• Prerequisites
• Install Adobe Acrobat Sign
• Configure Adobe Acrobat Sign as the e-sign provider for a document template
• Send documents for e-signature
• Configure Adobe Acrobat Sign as the default e-sign provider for a workspace
• Configure template provider settings
• Additional Capabilities with Adobe Acrobat Sign
• Uninstall Adobe Acrobat Sign
• Disable Adobe Acrobat Sign
• Re-enable Adobe Acrobat Sign
• Audit logging and activity tracking
• Frequently asked questions

Overview

Freshservice integrates with Adobe Acrobat Sign through marketplace apps to manage e-signatures. If a third-party provider is not configured, then the system uses the native e-signer tool by default.

After the Adobe Acrobat Sign app is installed and selected as the e-signature option, you can manage recipients and document routing directly within the platform.

Note: Freshservice records all app management actions, including installation, disablement, and uninstallation, in the Audit Log for administrative tracking.

Prerequisites

To configure Adobe Acrobat Sign as an e-signature provider, ensure you have:

• Permission to manage document templates and signatures.

• Administrator access to install applications from the Marketplace.

Install Adobe Acrobat Sign

To install the Adobe Acrobat Sign app, perform the following steps:

1. Go to Admin > Global Settings > Automation & Productivity > Apps.

2. Search for and select the Adobe Acrobat Sign app.

3. Click Install to open the app configuration page.
   

4. On the Configuration page, in the E-sign settings section, select Edit settings.
   

5. In the new screen, turn on the E-sign toggle to enable the configuration.

6. Enter the required parameters from your Adobe and Freshservice accounts:

• Adobe Acrobat Sign API key: Obtain this key from your Adobe Acrobat Sign account settings.

• Freshservice Domain: Enter your account URL (for example, https://freshworkshelpdesk020.freshservice.com/).

• Freshservice API key: Use the API key generated for the agent. You can enable this on the Permissions tab in the Agents module.
  
  Note: For more details on obtaining these parameters, see the Adobe Acrobat Sign orchestration app installation guide.
  

7. Select Save.

Configure Adobe Acrobat Sign as the e-sign provider for a document template

Regardless of the default e-sign provider set at the workspace level, you can override it for a specific template. To configure Adobe e-signer for a document template, perform the following steps:

1. Go to Admin settings > Document Templates and Signatures.

2. Click the Edit button on the document template you want to update.
   

3. Go to the Add Signature tab.

4. From the e-sign provider list, select Adobe Acrobat Sign - eSign and Orch.
   

5. Click Update in the upper-right corner to save the e-sign provider.

Send documents for e-signature

After selecting Adobe Acrobat Sign as the e-sign provider, generate the document and send it for e-signature directly from the ticket view, as shown below.

Configure Adobe Acrobat Sign as the default e-sign provider for a workspace

Configure Adobe Acrobat Sign as the default e-sign provider to make it the primary e-signer for all documents in the workspace.

1. Under Workspace Settings, click the desired workspace.
   
   
   

2. Go to Document Templates and Signatures > E-sign settings.
   

3. Under Default e-sign provider, choose Adobe Acrobat Sign - eSign and Orch from the drop-down list.
   

4. After you select the provider, a confirmation dialog appears. Select Update. After you update the setting, all new document templates in that workspace use Adobe Acrobat Sign to capture signatures.

Configure template provider settings

When editing a document template, choose one of the following options from the E-signature provider drop-down menu:

• Select Workspace default (1), to let the template inherit the workspace default provider. If the workspace default changes in the future, the template automatically switches to the new provider.

• Select Adobe Acrobat Sign (2), to always use Adobe Acrobat Sign for this template, even if the workspace default provider changes later.
  

Additional Capabilities with Adobe Acrobat Sign

Beyond initiating signature requests, you can perform several actions to manage and track document progress directly from the ticket view.

• View Status: To track the signature status from the ticket view, click View Status, located next to View generated document. From the audit trail, monitor signature progress, cancel signature requests, and send reminders to pending signers.
  

• Send Reminder: To notify pending signers to complete the signing process, click the Reminder icon shown below to send them an email.
  

• Cancel Signature Requests: Agents can use the Cancel signatures option to withdraw an active e-signature request that has become invalid. For example, an HR agent can send an offer letter for signature, but later realizes that the document has outdated compensation details. 
  
  In such cases, to avoid confusion or legal issues, the agent cancels the request by clicking the Cancel signatures option, as shown in the image below.
  
  
  The document status changes to Canceled, and the signer can no longer access it.
   

• Other Scenarios: Here are the additional scenarios related to signature status:

  • Signing Declined – When a signer declines a signature request, the signature request status changes to Rejected, and the fulfillment status of the service item updates to Signing Declined. The stage status will update to Canceled, as shown in the image below. In the right panel, under Activity, you can view which signer declined the request along with their reason for rejection.
    

  • Signature Request Expired – When a signer fails to complete the signature request within the defined expiration period, the signature request status changes to Expired, and the fulfillment status of the service item updates to Signature request expired. The stage status will update to Canceled.

Note: In any of the above scenarios, you can regenerate documents for the same ticket if required.

Uninstall Adobe Acrobat Sign

Before you uninstall the Adobe Acrobat Sign app, ensure that Adobe Acrobat Sign is not set as the default e-signature provider for any workspace and is not assigned to any active document templates.

Note: If there are in-progress service requests using Adobe Acrobat Sign, Freshservice displays a warning before you proceed.

To uninstall the Adobe Acrobat Sign app, follow these steps:

1. Go to Global Settings > Apps > Manage Apps.

2. Locate Adobe Acrobat Sign and select the Settings dropdown menu.

3. Select Uninstall App.
   

What happens after uninstall

After you uninstall the Adobe Acrobat Sign app, the following changes occur:

• In-progress service requests: Freshservice marks all in-progress service requests as Canceled.

• Ongoing signature requests: Requests already sent may continue independently in Adobe Acrobat Sign; however, Freshservice no longer receives API updates or status changes from the app.

• Signed documents: Previously signed documents remain attached to their respective service requests.

• App data: The system removes app-specific transaction data.

• Legal traceability: The system retains the signature request ID until the ticket is closed to ensure legal traceability.

Disable Adobe Acrobat Sign

This section outlines the requirements, steps, and system impacts of temporarily deactivating the Adobe Acrobat Sign integration.

Before disabling the app

Before disabling the Adobe Acrobat Sign app, Freshservice validates the current configuration and applies the following checks:

• Workspace default check: If Adobe Acrobat Sign is set as the workspace default e-signature provider, Freshservice blocks the action and displays an error message.

• Template fallback: If Adobe Acrobat Sign is not the workspace default provider, you can disable the app. Any affected document templates automatically fall back to the workspace default provider.

Disable Adobe Acrobat Sign

To temporarily stop using the app without removing it, go to the E-sign Settings on the Adobe Acrobat Sign app details screen and turn off the Enable App toggle.

What happens after disabling

After you disable the app, Freshservice applies the following changes to your workspace:

Re-enable Adobe Acrobat Sign

If the Adobe Acrobat Sign app is disabled and later re-enabled, agents can resync the signature status from the ticket.

When an agent clicks Refresh, the system performs the following actions.

• The system retrieves the latest signature status from the provider.

• If the signature is completed, the signed document is generated and added as a note.

• If the signed document already exists as a note, the system does not add it again.

Audit logging and activity tracking

Freshservice automatically records all app management actions, including installation, disablement, and uninstallation, in the Audit Log for administrative tracking. 

The following table describes the specific events tracked across the system:

Frequently asked questions

1. Can I use Adobe Acrobat Sign for some documents and another provider for others?

Yes. Each document template can be mapped to a specific e-signature provider.

2. What happens to signed documents if the app is uninstalled?

Signed documents remain attached to service requests along with signatures. App-specific status updates and metadata are no longer available.

3. Do agents need to manually select the e-signature provider?

No. The provider is selected automatically based on the document template configuration.