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.
NOTE: Business agent add-on license is available only to accounts that are on the Employee Support Mode. It is not available to accounts on the MSP mode.
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 |
Types of workspacesBefore we get into understanding the capabilities of a business agent, it is important to understand that a workspace can be of two types: IT workspace and Business workspace. Here is the difference between the two:
IT workspace - Workspaces created using the IT workspace template are called IT workspaces.
- If you use the blank template, and choose IT as the primary business function, an IT workspace is created.
Business workspace
- Workspaces created using any template other than IT (such as HR, Facilities, Legal, Finance, and General) are referred to as business workspaces.
- If you use the blank template and select the primary business function as anything other than IT, a business workspace will be created.
Read more to understand detailed differences between IT workspaces and Business workspaces |
Access capabilities available to Business agents
Business agents can primarily operate in business workspaces. They cannot administer IT workspaces and their access to data in IT workspaces is limited.
Please read the following table in detail to understand the specific access capabilities available to Business agents.
Functionality | 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 own tickets or edit them. |
| Tasks | Can work on ticket tasks assigned to business workspaces only |
Problems | Cannot access |
Changes | Cannot access |
Releases | Cannot access |
Alerts | Cannot access |
Assets | Cannot access |
On-call | Cannot access |
Workload | Cannot access |
Assets | 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 (all settings except sandbox and audit log) |
NOTE
1. 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.
2. Freddy Copilot as an add-on can be added to Business agents.
Read this article for a more granular and detailed list of capabilities accessible to Business agents.
