Freshservice for Business Teams (FSBT) – FAQs

1. What’s the difference between the FSBT Pro (Standalone plan) and the Business Agent Add-on?

Both options include the same set of FSBT features. The key difference lies in who manages account-level settings.

• FSBT Pro (Standalone):
  Your team has full control over account settings, including global configurations, security policies, integrations, and billing.
  Ideal for business teams operating independently without IT involvement.

• Business Agent Add-on:
  Your team gets its own workspace to manage day-to-day operations, while IT retains control of global settings such as user management, security, and integrations.
  This option is available only if your IT team already uses Freshservice. It allows IT and business teams to co-exist, collaborate, and provide a unified service experience to employees across departments.

2. How can we learn to use all the features in FSBT?

FSBT uses the same interface and functionality as Freshservice, so the learning curve is minimal.

To explore how each feature works, refer to:

• Employee Service Management Documentation
• Agent Guide
• Admin Guide
• Requester Guide

You can search for any feature (such as Tickets, Journeys, or Automation) to find step-by-step instructions.

Some modules in the documentation may not apply to your FSBT setup.

3. We’re using FSBT but now want to add our IT team. What should we do?

FSBT is built specifically for business teams. To include IT, your organization will need to upgrade to a standard Freshservice plan (Pro or Enterprise), which supports both IT and business operations.

• Availability: Plan migration from FSBT to Freshservice Pro/Enterprise is not yet supported (as of November 2025).

• Upcoming: Migration support is planned for mid-2026.

• Interim option: If you need to bring IT onboard before then, you’ll need to create a new Freshservice account for both IT and business teams.

Important: When plan upgrades become available, all teams on your FSBT account will move to the new plan together — individual team migrations won’t be supported.

4. Can we onboard any business department on FSBT?

Yes. FSBT is designed for non-IT business departments such as HR, Finance, Facilities, Legal, or Marketing. Each department can have its own workspace and operate independently.

Workspace limits:

• Default: Up to 25 workspaces

• Extended: Request 25 more at no additional cost (maximum of 50 total)

This flexibility allows multiple departments to manage their own configurations while staying within a single FSBT account.

5. We need IT assistance for administration. How does that work?

You can easily involve IT admins by assigning them licenses and granting access only where needed. They can assist with:

• Account-level configurations

• Integration setup

• Security policy management

• Advanced automation
  

You maintain full ownership of your FSBT setup while getting the technical support you need.

6. What HR tools can we integrate with?

FSBT supports integrations with popular HR platforms, including:

• Workday

• BambooHR

• SAP SuccessFactors
   …and more. 

These integrations let you automatically sync employee data, reducing manual updates across systems.

Coming in 2026:
You’ll be able to trigger employee journeys automatically based on HR system events (such as a new hire in Workday). This feature will first support Workday and BambooHR.

7. Can we connect FSBT with other service desk tools?

Yes. FSBT integrates with:

• ServiceNow

• Jira Service Management

You can find additional connectors in the Freshservice Marketplace.

If a pre-built connector isn’t available, you can use workflow automation to connect FSBT with any tool that provides an API. You can automate ticket creation, record updates, or data exchange without writing code.

8. How can we create tickets in other departments’ tools?

You have two options:

1. Use a marketplace connector: Check if a pre-built connector exists for the target tool.

2. Use workflow automation:

   • Define when the ticket should be created (the trigger).

   • Add conditions if needed.

   • Use a web request to send ticket details to the other system via API.
     No coding is required — the workflow builder walks you through each step.

9. Can my team access asset, contract, or purchase order management in FSBT?

Not currently. FSBT does not include asset, contract, or purchase order management capabilities.
To access these features, your team will need to use a standard Freshservice plan designed for IT teams.