Understanding Full-time vs. Occasional agents

There are two types of agents access in Freshservice- “Full-Time” or “Occasional”

Let’s find out more about them.

Full-time Agents:

Full-time agents are the core service desk agents who log in to your service desk every day to handle employee support.

Occasional Agents:

Occasional agents log in at irregular intervals to monitor the task or when their involvement is required during a certain period, such as the supervisor or the visiting maintenance technician. This way, people from other departments in your business, like development and troubleshooting, can log in and focus on the specific issues and requests from time to time. That too, without having to purchase additional agent access for an entire month.

You can add an unlimited number of Occasional Agents to your help desk and not be charged for these agents every month. Instead, the occasional agent will use up one Day Pass for every day that they log into your support portal. You can purchase additional Day Passes in bulk and allow your occasional agents to use them up as and when they need to log in.

You can purchase Day Passes in bulk from Admin → Day Passes. Note that you can set the visibility permissions for Occasional Agents too, and they can be restricted from accessing the different sections in your service desk.

How can an occasional agent use the agent portal?
An occasional agent receives a notification indicating their temporary access to the agent portal. When they click on the ticket or opt to switch to the agent portal from the requester portal, they are presented with a pop-up that informs them that they will consume one day to access the agent portal. Once they click Proceed, they are granted a one day access to the agent portal and one day is deducted from their Freshservice account. 

 

The occasional agent uses up a Day Pass for every day they log into the support portal. The pass is valid only for the day and expires at the end of the day (00:00 hrs), irrespective of the time when you first logged in for the day. The remaining time does not get carried over to the next day, and an occasional agent will not be allowed to log in once the day pass expires.

Note: All prices are exclusive of applicable taxes

Here are the prices for day passes:

Agents that consume Business agent add-ons cannot be added as occasional agents and are limited only to IT agents in Starter/Growth/Pro/Enterprise plans.