Overview

This article covers how to verify missing Journey requests using the correct filter, enable temporary Freshworks support access for investigation, and revoke access once the issue is resolved.

Verifying Missing Journey Requests

Navigate to Journeys > Journey Requests in the portal and set the Journey Filter at the top to All Journey Requests. Review the list to confirm whether the missing journeys are now visible. Optionally, use the search bar to look up specific journey numbers directly. If the journeys are still not displayed after applying the correct filter, inform the support team to proceed with further investigation.

Note: Ensure the Journey Filter is set to All Journey Requests, as a narrower filter may be hiding existing records.

Enabling Temporary Freshworks Support Access

Navigate to Admin > Agents > Freshworks Support and click Manage Access. Toggle on Provide access to Freshworks and set an expiry date the default is one week with a maximum of one month. Under account-wide roles, select Account Admin. Select the relevant workspace and assign the IT Supervisor workspace role. Click Save. Freshworks will receive an email notification when access is granted, and you will be notified whenever a new Freshworks team member is added as an agent. If needed, grant permission for the support team to create test tickets or replicate the issue within the instance.

Revoking Access and Closing the Ticket

Once the issue is resolved, confirm the resolution by responding to the support ticket so it can be officially closed. To revoke Freshworks access, navigate to Admin > Agents > Freshworks Support, click Manage Access, toggle off Provide access to Freshworks, and click Save. If the issue reoccurs, reply to the support email and the ticket will automatically reopen for further assistance.