Update the company email address in a journey after IT creates one using a ticket in a Journey.

I have been working on this. I am trying to update the “New Hire” email address so I can send them a “Welcome Letter” as in the default journey. But I don’t understand were to put the “New Hire” email address so that it is accessible in the journey builder. I have a workflow but I don’t know which field to update for the “New Hire” to send the email.

My Journeys are failing because there is no email address for the letter.

Race

Hey VanderdeckenPro! 😊 Usually, once IT creates the new company email, they’ll need to update the onboarding journey manually in the system—or sometimes there’s an automated workflow if your Freshservice setup allows it. Basically, the “request for” field is updated either by editing the journey record directly or through a ticket-triggered automation that links the new email to the employee’s profile.

​@malinda4458 We have chosen the automated workflow to update the journey. 

The agent enters the new email address in to a custom field in the ticket. When the workflow sees that the new email address is not empty it fires, retrieves the new email address from the ticket field, then tries to put the email address into the journey. This is where were are having trouble in updating the journey.

Does this make sense? 

Patch

https://customer.freshservice.com/api/v2/journeys/requests/{{ticket.journey_request.id}}

{
  "requested_for_id": {{P1.root.requesters.requesters_object.id}}
}

but it never seems to give me the email address when I call for it when I send the journey welcome letter as the last activity.

Your company email address will be: {{INITIATOR_FORM.request_for}}

Any thoughts

The MVP journey  release is missing stuff. :/ 

Hi @Vanderdecken,

Good question — in Freshservice Journeys, the “Request for” field doesn’t automatically update once a new company email is created. The journey captures user details from the original requester profile at the time it’s triggered.

To update the company email mid-journey, IT can:

1. Edit the requester’s profile directly in Freshservice (Admin → Users → Edit → Email).

2. Then, refresh or re-trigger dependent workflow steps — any subsequent tasks or emails in the journey will use the updated email.

Alternatively, you can automate this by adding a custom workflow action (via Workflow Automator) that syncs the updated email field from the IT ticket back into the requester’s user record.

Currently, there’s no native way for a journey to detect that change automatically without such an automation rule.