Last updated: 2026-02-06

Source: https://support.freshservice.com/support/solutions/articles/50000011503-freshservice-integration-with-docusign-orch-and-esign

Freshservice integration with Docusign - Orch and eSign enables you to streamline both e-signature workflows and document orchestration within the service desk and workflow automator.

You can select one of the following settings based on your requirement:

  • Esign settings - Link your Docusign account to enable seamless e-signature workflows for document templates. In Freshservice document templates, you can now add signatures and ensure automated document and signing workflows. This article describes how you can add the signatures to document templates. For more information on installation, refer to Installation Guide for Docusign App.
  • Orchestration settings - Enhance workflow automation by orchestrating document-related actions in Docusign. For more information on Orchestration app, refer to Installation Guide for Docusign App (Orchestration + SaaS).

    • Prerequisites for integration

    Ensure you have the following, as part of the prerequisites for integration:

  • An active Docusign account.
  • Account administrator privileges for Freshservice to integrate the application.

    • Install the app in your Freshservice Account

    To install the app, follow these steps:

    Step 1: Log in to your Freshservice account

    1. Go to HR Workspace > Service request management > Document and signature templates > E-signsettings > Other e-sign providers \> select Docusign - Orch and eSign.

    2. Or, click the Marketplace Apps icon on the top-right corner, and select Marketplace Apps. Search and select the Docusign - Orch and eSign.

    3. Click Install on the installation page. The Configuration page opens.

    4. Select E-sign settings. For more information about configuring Docusign e-signatures in documents, refer to Using Docusign for E-signatures in documents.

    Step 2: Update Configuration settings in Freshservice

    1. Enter the following details that you have obtained from the Docusign apps: - Public and Private Keys - enter an URL in the Redirect URL field

    - API Account ID

    Note: The Account ID can be changed; however, doing so will trigger an error message. We recommended not to change the Account ID, as this may disrupt ongoing signature processes.

    - Integration Key

    - API Username / User ID

    - Private Key 2. Select True or False in the Is Production Account? field,based on which account you are using sandbox or production.

    3. The following fields are automatically pre-filled:

    - Freshservice Domain

    - Freshservice API Key 4. Click Save.

    Step 3: Authorize Docusign Integration Key:

  • Once the configuration is saved, authorize the Integration Key in your Docusign account (if not already authorized).
  • After successful authorization, your integration is ready to use.

    • For more information on how to use the app to initiate signatures, send reminders and track status in real-time within Freshservice, refer to Embed eSignatures in Documents.

    How to disable or uninstall the app

    To disable or uninstall the Docusign – Orch and eSign app in Freshservice, follow these steps:

    1. Log in to your Freshservice account.

    2. Go to the E-sign configuration page.

    3. To disable the app, click the Enable App toggle.

    Note: The e-sign toggle cannot be turned off if DocuSign is the workspace default, and will display a warning if there are document templates associated with the app.

    4. To remove the app completely, click Uninstall App.