Definitions
IT agents: Agents that use the Pro/Enterprise license. This license is meant for IT teams or any other team that needs advanced capabilities.
Business agents: Agents that use the business agent add-on license, which is a purpose-built license available on Pro and Enterprise plans for business teams such as HR, Finance, Facilities, Legal, Admin, Sales, Marketing, etc.
What is a Business workspace and an IT workspace? Before we get into the differences in capabilities between an IT agent and a Business agent, it is important to understand what are IT and Business workspaces.
Workspaces created using the IT workspace template are called IT workspaces. Workspaces created using any other workspace template (HR, Facilities, Legal, Finance, and General) are called business workspaces. If you use the blank template, the workspace type is determined by the primary business function selected. If IT is chosen, an IT workspace is created. If any other business function is selected, a business workspace is created.
Here are the differences between IT workspaces vs Business workspaces |
Key differences between IT agents and Business agents
Here are the key differences in the functionalities available to IT agents and Business agents:
| Business Agents (On business agent add-on license) | IT Agents (On Pro/Enterprise license) |
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 assigned tickets.
| Can work on all kinds of tickets, both in IT workspaces (Incidents and Service requests) and business workspaces (Cases/Queries/Issues/Requests) |
Problems | Cannot access | Can access in IT workspaces |
Changes | Cannot access | Can access in IT workspaces |
| Releases | Cannot access | Can access in IT workspaces |
| Tasks | Can work on tasks that are added to tickets in business workspaces and are assigned to a business workspace | Can work on tasks assigned to both IT and business workspaces |
Alerts | Cannot access | Can access in IT workspaces |
Assets | Cannot access | Can access in all workspaces |
On-call | Cannot access | Can access in IT workspaces |
Workload | Cannot access | Can access in all workspaces |
Contracts | Cannot access | Can access in all workspaces |
Purchase Orders | Cannot access | Can access in all workspaces |
Projects | Can only work on business projects. They cannot be added to software projects but can view them if they are public | Can access both business and software projects |
Announcements | Can manage announcements only in business workspaces | Can manage announcements in all workspaces |
Knowledge Base | Can manage solution articles in business workspaces. In an IT workspace, they can only view solution articles | Can manage solution articles in all workspaces |
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. | Can manage reports in all workspaces |
Admins Settings
| Can administer all business workspace settings except sandbox and audit log. Cannot administer global settings Workspace admins can be granted view access to agents, requesters, roles, and departments (in global settings)
| Can administer all workspace and global settings |
Reach out to support@freshservice.com for queries, if any.
