Note: Business agent add-on pricing is available only for accounts created after 12th Dec 2022. All customers and signups with accounts created before the launch date will be migrated starting Q2 2023 to access workspaces and business agent add-on pricing. 


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



The business agent add-on provides access to the following features: 


Name of the feature 

Description

Workspaces 

Separate workspaces for internal teams to deliver services with security and autonomy

Ticketing 

Convert employee queries across channels into tickets 

Service catalog

Simplify requesting for services by setting up a unified employee support portal 

Knowledge Base 

Maintain a repository of policies and deflect common employee queries 

Workflow Automation

Automate approvals and manual processes with simple drag-and-drop workflows 

Access Controls 

Define and control access levels for your team within the service desk

Analytics Pro

Create and schedule custom reports with advanced filters 

Marketplace Apps 

Access popular apps from within Freshservice and expand the scope of your service desk 

Employee Onboarding 

Onboard new hires in a single click with seamless stakeholder management 

Business project management 

Manage projects with out-of-the-box templates and collaborate seamlessly 

Multiple SLAs

Enforce different SLA policies for ticket responses and resolution  

Multiple Business hours 

Set up different business hours for your teams and manage service expectations

Business Rules 

Perform condition-based actions on specific fields within a form

Portal Customization 

Design and customize your employee support portal as per internal brand guidelines

Mobile Apps

Access tickets and take actions on the go with the iOS and Android mobile apps 

Orchestration transactions/mo/account - As per the base Freshservice plan

Integrate with 3rd party applications that can be easily combined with freshservice workflows to streamline and automate frequent, repeatable processes


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. 


Detailed features and business agent access:


Features

Business Agent Access

Service Management

Incident Management

Y

Knowledge Management

Y

Self Service

Y

Service Catalog and Request Management

Y

Time Tracking

Y

CSAT Survey

Y

Employee Onboarding

Can leverage employee onboarding. However, the administration can be managed by Pro and Enterprise agents only.

Channels - Email, phone, chat, widget

Y

Freddy Virtual Agent on MS Teams and Slack

Requesters can continue to submit issues, and business agents can resolve them. They will not be able to access the Freddy VA settings page.

Problem Management

N

Change Management

N

Release Management

N

Request for Change

N

MSP Mode

N

Business Project Management

Business Project Templates and cloning

Y

Private & Public Projects

Y

Modern views: Timeline (Gantt), Roadmap, Task list, Group

Y

Kanban Board

Y

Agile, Waterfall & Hybrid Modes

Y

Time Tracking

Y

Smart Delay Prediction

Y

Collaborate with @mentions

Y

Reporting on Project Tasks

Y

Custom Task Types

Y

Custom Task Workflow & Statuses

Y

Custom Task Fields

Y

Software Projects

N

Software Templates

N

Associate software project tasks to tickets, problems, etc.

N

Test Case Management

N

Bug tracking

N

Sprint Insights

N

Agent Productivity

Canned responses

Y

Public and private notes in tickets

Y

Tags

Y

Agent collision detection

Y

Integrated game mechanics

Y

Custom Agent Dashboard

Y

Webhooks

Y

Task Management

Y

Occasional agents

Business Agent is an add-on license in itself.

Solution article suggester - Freddy

N

Canned response suggester - Freddy

N

Ticket Field Predictions - Freddy

N

Insight Inspector - Freddy

N

ML Powered Thank You detector - Freddy

N

Service Management Automation

Round Robin Ticket Assignment

Y

Business Rules

Y

Workflow Automator

Y

Approval Workflows

Y

Priority Matrix

Y

Scheduler

Y

OOTB Orchestration apps

Only Pro and Enterprise agents can download them. Business agents can leverage them in workflows.

Orchestration transactions

Y

Execution logs

Y

Orchestration Report

N

SLA Management

SLA policies

Y

Multiple SLA policies

Y

Self Service

Knowledge Base

Y

Self Service Portal

Y

Reporting and Analytics 

Analytics Pro - Custom reports

Y

Analytics Pro - Advanced filters

Y

Analytics Pro - Scheduled reports

Y

Analytics Pro - AI-Powered Ask Freddy

Y

Team Dashboards

Y

Customizations

Portal customization

They can leverage this by being on the Pro and Enterprise plan but will not have access to configure it.

Custom domain mapping

They can leverage this by being on the Pro and Enterprise plan but will not have access to configure it.

Custom Mailbox

Y

Multiple business hours

Y

Multiple portal languages

They can leverage this by being on the Pro and Enterprise plan but will not have access to configure it.

CMDB/ Asset Management

IT Inventory Management

N

Asset Auto Discovery

N

Asset Lifecycle Management

N

SaaS Management (Add-on)

N

Software Asset Management

N

Software License Management

N

Contract Management

N

Purchase Order Management

N

Asset Relationship Mapping

N

QR and Barcode Asset Scanner

N

Alert Management

Out-of-the-box monitoring tools integration

N

Alert normalisation

N

Alert grouping

N

Automatic incident creation

N

Alert reporting

N

Security

Datacenter Location

Y

GDPR

Y

SOC 2

Y

Custom SSL certificate

Y

SSO

They can leverage this by being on the Pro and Enterprise plan but will not have access to configure it.

Domain Restriction

They can leverage this by being on the Pro and Enterprise plan but will not have access to configure it.

HIPAA

Y (Enterprise Plan)

IP Range Restriction

Y

Audit Logs

Their activities will be captured, but they will not be able to access the logs.

Sandbox

N

Access Management

Access Controls 

Y

Apps

Orchestration Marketplace Access

They can leverage this by being on the Pro and Enterprise plan but will not have access to the marketplace to download apps. Pro and Enterprise agents will be able to download apps.

Access to the app gallery

They can leverage this by being on the Pro and Enterprise plan but will not have access to the marketplace to download apps. Pro and Enterprise agents will be able to download apps.

Mobile Service Management

Freshservice for Android

Y

Freshservice for iOS

Y

Customer Support

Knowledge base

Y

Community forums

Y

24x7 Email support

Y

24x5 Chat support

Y

24x5 Phone support

Y