What is business agent license and how can I use it?

This is only applicable to 'Freshservice' accounts on Pro and Enterprise plans. 

Business agent license is a specialized pricing license available as an add-on in Freshservice that can be leveraged by business teams. A business agent belongs to business teams like HR, Finance, Facilities, Legal, Admin, Sales, Marketing, etc., and is available for purchase on Pro and Enterprise plans. 

Note - If you're on the standalone Freshservice for Business Teams (FSBT) plan, you do not need this license as the FSBT licenses grant you access to the same capabilities as business agents.

You can purchase this add-on from Admin > Plans and Billing.

Learn more about what business agents can access

Note: Once you add business agent licenses to your account, you can use them in business workspaces (any workspace created for a business team). Pro/Enterprise agents converted to business agents will lead to unresolved Incidents/Service Requests assigned to them getting unassigned as business agents can only be assigned tickets in business workspaces. A business agent added to the IT workspace will have view only access to the tickets.