Note: Applicable only for accounts in which workspaces have been enabled.
A business agent belongs to non-IT/business teams like HR, Finance, Facilities, Legal, Admin, Sales, Marketing etc., and utilizes the business agent add-on license.
Business agent add-on pricing: Available on Freshservice Pro/Enterprise plans
Name | Type | Charge type | USD | EUR | GBP | AUD | INR |
Business agents | Addon (recurring) | /agent/mo | 39 | 39 | 35 | 59 | 3,099 |
What is a Business workspace and an IT workspace? Before we get into understanding the capabilities of a Business agent, it is important to understand what are IT and Business workspaces.
Workspaces created using the IT workspace template are called IT workspaces. Workspaces created using any other workspace template (HR, Facilities, Legal, Finance, and General) are called business workspaces. If you use the blank template, the workspace type is determined by the primary business function selected. If IT is chosen, an IT workspace is created. If any other business function is selected, a business workspace is created.
Here are the differences between IT workspaces vs Business workspaces |
The business agent add-on provides access to the following features:
Product feature | Access for Business agents |
Tickets | Can work only on tickets in business workspaces (Cases/Queries/Issues/Requests)
In an IT workspace, they can view tickets and add private notes to them. However, they cannot be assigned tickets. |
Problems | Cannot access |
Changes | Cannot access |
Releases | Cannot access |
Tasks | Can work on tasks assigned to business workspaces only |
Alerts | Cannot access |
Assets | Cannot access |
On-call | Cannot access |
Workload | Cannot access |
Contracts | Cannot access |
Purchase Orders | Cannot access |
Projects | Can only work on business projects. They cannot be added to software projects but can view them if they are public |
Announcements | Can manage announcements only in business workspaces |
Knowledge Base | Can manage solution articles in business workspaces. In an IT workspace, they can only view solution articles |
Reporting | Can view and manage reports in business workspaces. In an IT workspace, they can only view reports of data that is accessible to them. |
Admins Settings
| Can only administer business workspaces |
Note: Occasional agents can only be purchased for IT agents. An IT agent belongs to the IT team and utilizes the standard Freshservice licenses like Starter/Growth/Pro/Enterprise.
Please read this article for a more granular and detailed list of capabilities accessible to Business agents.
