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Hello,

I created Onboarding for my country. Other countries in our organization also want to implement this in their countries. I created a few worskpace for different countries but Onboarding is possible to set only for Global Settings.

I can create separate workflowsflows or a service catalog for each worskpaces and it works great. Unfortunately, in onboarding I cannot set many things depending on which country will start onboarding. For example, the email to the manager is common so it cannot be personalized depending on the country that started onboarding. And paretn and child tickets only have a fixed setting to which workspace it is to be assigned.

How I can customize Onboarding for few country?

Hi ​@Kamil_Wen,
 

Onboarding in Freshservice is currently designed to function at the global level, which means that certain settings like emails, parent and child tickets, and workflows cannot be customized by individual workspace. However, you can create separate service catalog items or workflows per workspace to some extent for managing onboarding, but the customization is limited.

To address the specific challenges you mentioned:

  1. Email Customization by Country:

    • You can use a workflow automation with conditions based on the requester's country or associated department to send different emails to the manager based on the onboarding request's origin. This would involve setting up workflows tied to unique identifiers for each country to trigger the specific email notification.

  2. Mapping Parent and Child Tickets to Specific Workspaces:

    • Currently, parent and child ticket assignments within onboarding are tied to predefined configurations, and workspace-specific customization may not be supported directly. However, you can consider using workflows to escalate or reassign these tickets to agents/groups from specific workspaces after their creation, based on conditions like location, tags, or custom fields.

Since onboarding settings are global, alternative approaches, such as creating parallel workflows and engaging API calls to adjust ticket assignment or notifications dynamically, might offer partial solutions.

Not to mention, we have a Feature Request in place to have workspace specific Employee Onboarding/ Offboarding.

I hope this helps!

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