Problem
Journeys forms — including the initiator form, phase names, task labels, and custom field labels — cannot be translated. There is no YAML export, no translation file, and no native multilingual option for any part of the Journey builder. Organizations running Freshservice in multiple languages have no supported way to present Journeys in their users' language.
This is a known gap that already existed in the legacy Employee Onboarding/Offboarding module, and it has carried over into Journeys unchanged. It is a significant barrier for any organization that is not English-only.
Expected behavior
Admins should be able to translate, at minimum:
- Journey name and description
- Phase names
- Initiator form field labels, helper text, and dropdown choices
- Stakeholder form field labels and descriptions
- Email notifications sent to requesters and stakeholders
Ideally this follows the existing YAML translation pattern used for ticket forms, or provides an inline translation UI in the Journey builder — similar to how the Service Catalog handles translations.
Current workaround
The only option suggested in community threads is injecting jQuery to manipulate DOM labels client-side based on browser language. This is fragile, unsupported, and breaks on any platform update. It is not a viable solution for production environments.
Impact
Any organization using Journeys for employee onboarding, offboarding, or cross-department workflows in a bilingual or multilingual environment is affected. This is particularly relevant for organizations in regions with multiple official languages (Canada, Switzerland, Belgium, etc.).