Overview

This article covers how to correctly enable Freshworks Support access with the required Journey permissions, troubleshoot a missing Journeys option in Admin, and verify resolution.

Enabling Freshworks Access with Journey Permissions

Navigate to Admin > Agents and click Manage Access under Freshworks Support on the right side. Choose the date until which access should be granted up to a maximum of 30 days, extendable if needed. Set the role to Administrator. Under Workspace Permissions, assign the following roles: IT Supervisor, Journey Admin, Journey Request Owner, and Journey Request Supervisor. Click Save to apply. A notification will be sent whenever a new team member is added, and access can be revoked at any time.

Note: Journey Admin and Journey Request Owner are required roles for troubleshooting Journey-related issues. Without these, the supporting agent will not have sufficient permissions to investigate.

Troubleshooting a Missing Journeys Option in Admin

If the Journeys option is not visible in the account despite the Journey Admin role being assigned, first confirm that both Journey Admin and Journey Request Owner roles are enabled via the Freshworks Access setup. Then navigate to Admin > Global Settings and search for Journeys to check whether the option appears. If it is still missing, escalate to the Freshworks team to enable the Journey module for the account.

Verifying Incomplete Permissions After Access Is Granted

If access was granted but permissions appear incomplete, confirm that Journey Admin and Journey Request Owner are both included in the Freshworks Access configuration. Ask the customer to update the permissions as per the setup steps above and request a screenshot to verify the roles are correctly assigned before proceeding with further troubleshooting.

Confirming the Journeys Option Is Now Visible

Once the Journey module has been enabled, navigate to Admin > Global Settings and search for Journeys to verify the option is now visible. If confirmed, the issue can be considered resolved and the ticket closed. If the option is still not visible, escalate further for internal resolution.