KB-FSR-001: Employee Onboarding Process
Employee Onboarding Process
Version: 1.0
Date: 04.09.2025
Author: [Insert Name]
Audience: People & Culture (P&C), IT Service Desk, Marketing
Scope: Process for testing and using the new employee onboarding form and ticket automation in Freshservice.
1. Overview & Objectives
This KB outlines the new employee onboarding process, replacing the PDF-based form. It outlines the steps for P&C, IT, and Marketing to ensure new starters are efficiently set up with visibility across all stakeholders.
This process is currently in the testing phase. Please raise any concerns with the project team.
2. Process Steps
2.1 Access the Onboarding Form
2.2 P&C Submits the Form
P&C completes and submits the form for the new employee.
On submission, the system automatically generates an Onboarding Ticket.
2.3 Review and Manage Tickets
The Onboarding Ticket is created in the New User/Termination/MAC group.
P&C/IT opens the parent Onboarding Ticket to review.
Child Tickets are generated automatically for each onboarding task.
💡 Pro-Tip: Click the Journeys section in Freshservice to quickly view the parent ticket and its associated child tickets in one place.
2.4 Stage Gate Completion
Each child ticket must be closed as the associated task is completed.
Example: Marketing will notify IT when business cards have been ordered. IT then closes that specific ticket.
Continue until all child tickets are closed.
3. Benefits
Eliminates reliance on PDF forms and emails.
Provides visibility across all tasks and owners.
Ensures a structured, semi-automated process with clear stage gates.
4. Related Articles