Employee Onboarding Reporting Manager Can't Monitor Process When Agent

  • 10 April 2020
  • 3 replies

We are in the middle of setting up the Employee Onboarding. Going pretty well, however, management wants the reporting managers to be able to monitor the status off each request. 

This isn't an issue for normal managers that are requesters, since the ability to view the onboarding module is only given to requester groups.

However, for managers, that are also Freshservice agents, they can't see the process since they can't be put into Requester Groups.

Has anyone found a way around this?

3 replies

Userlevel 4
Badge +6

Hi Joseph,

Agents can also view and raise employee onboarding requests now. You can include the both Requester and Agent groups in the onboarding form.


For Reporting Managers who are also agents, once you give them access to view all tickets from their associated departments, they should be able to monitor and track the status of each onboarding request.

To enable this navigate to Admin >> User Management >> Agents >> Edit


Let us know if you have any further queries.



This is fantastic, thank you! Just tested it out and it is working like we need. Management will be pleased.

Userlevel 4
Badge +5

Thanks for your feedback Joseph, glad the new enhancement meets your requirements.