Overview

This article covers how to verify a user's access to the Journey feature, investigate visibility issues, escalate backend configuration problems, and confirm resolution.

Verifying Journey Feature Access

To check whether a user has access to the Journey feature, navigate to Global Settings > Roles in the Admin panel. Locate the role assigned to the user and confirm whether the Journey feature is enabled for that role. If access is enabled but the user still cannot see the Journey feature, proceed with further investigation.

In Admin - Verify if you have provided - “Journey Admin”

In Agent - Verify if you have provided if you have enabled "Journeys" in Agent permissions.

Investigating Visibility Issues When Access Is Enabled

If the user's role has Journey access but the feature is still not visible in the Admin section, document any error messages or behaviors encountered and gather relevant details such as browser version and screenshots where possible. Notify the internal support team to investigate further. If the issue cannot be resolved through standard checks, escalate to the relevant technical team for backend verification. If there is going to be any error, please capture the HAR aswell. Which will help our technical team to assist you efficiently.

Resolving Backend Configuration Issues

In some cases, the Journey feature may need to be manually enabled through a backend adjustment. Escalate the request to the appropriate technical team to carry out the fix. Once resolved, inform the user that the backend team has enabled the Journey feature for their account and ask them to verify visibility.

Confirming the Feature Is Successfully Enabled

Ask the user to log into their Freshservice account, navigate to the Admin section, and check whether the Journey feature is now visible in the appropriate section. Once the user confirms visibility, the issue can be considered resolved.