Note: Applicable only for accounts in which workspaces have been enabled.


There are two types of agents in Freshservice: 


IT: Available on Starter/Growth/Pro/Enterprise plans.


Business: Available as an add-on for Pro/Enterprise plans. 


Allocation of available licenses: 


When requesters are added to a workspace as agents, Freshservice automatically allocates an available license and follows the below sequence of license type selection: 


Workspace 

Primary allocation

If unavailable, secondary allocation

  1. A workspace created using the IT template 

  2. Blank workspace with IT business function

IT full-time license 

IT Occasional license 

  1. A workspace created using HR, Finance, Facilities, Legal, and General templates 

  2. Blank workspace with any business team as the chosen business function

Business license 

IT full-time license


If unavailable, IT Occasional license 



Remember, you will be charged monthly only for the total number of full-time agent seats. By buying them day passes, you can allow occasional agents to log in to your help desk one day at a time. Learn more about day passes here.