NOTE: Business agent add-on license is available only to accounts that are on the Employee Support Mode. It is not available to accounts on the MSP mode.


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. This article lists a detailed set of product capabilities accessible to business agents. Please read this article to understand the high-level capabilities available for business agents. 


NOTE: Business agents can primarily operate in business workspaces. They cannot administer IT workspaces and their access to data in IT workspaces is limited. 


Please read the following table in detail to understand the specific access capabilities available to Business agents.


Features

Business Agent Access

Service Management

Incident Management in IT workspaces

Access to view and add private notes only. Cannot own Incidents or edit them. 

Service Request Management in IT workspacesAccess to view and add private notes only. Cannot own Service Requests or edit them. 
Case/Query/Request/Issue Management in Business WorkspacesY
Service Catalog ManagementY

Knowledge Management

Y

Self Service

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

Sprint Insights

Y

Associate software project tasks to tickets, problems, etc.

Y


Software Projects

N

Software Templates

N

Test Case Management

N

Bug tracking

N

Agent Productivity

Canned responses

Y

Tags

Y

Agent collision detection

Y

Integrated game mechanics

Y

Custom Agent Dashboard

Y

Webhooks

Y

Task Management

Y

Occasional agents

N

 (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

Y

Service Management Automation

Round Robin Ticket Assignment in IT workspaces

N

Round Robin Ticket Assignment in Business workspaces

Y

Business Rules

Y

Workflow Automator

Y

Approval Workflows

Y

Priority Matrix

N

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