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I am testing the new journeys to potentially replace the onboarding / offboarding journeys. In the new approach, for onboarding employees they no longer click a link in an email to select hardware, instead they are assigned a task and receive a separate email to notify them of an assigned task (horrible approach, but fine I will run with it). 

I would like to edit the wording of the notification email they receive, since it is not very user-friendly - I see under General > Notifications that it is available but all options to edit it are greyed out. Why is this the case, and how do I edit these notifications? I asked live chat support, but they had no answer or understanding of the problem, so I gave up! 

 

 

 

Found the answer to my own question in the release notes for October - I’ll wait patiently :) 

 

Hi @HaiiloChristian,

You’re right — the Journey task assignment notification in Freshservice currently uses a system-generated template that’s not editable from the Admin → General → Notifications area. That’s why all options appear greyed out.

At the moment, Freshservice doesn’t allow customization of these new journey notification templates. The workaround is to disable the built-in task notification and instead create a custom email step or automation rule (e.g., via Workflow Automator) to send a personalized message when a task is assigned.

If template editing becomes available, it’ll appear under Admin → Email Notifications → Journeys in a future update — worth watching the Freshservice release notes for that.

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