Last updated: 2025-04-03
Business Agent add-on license: Plans and Pricing
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.
``` 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. ```
Business agent add-on pricing
_(Available on Freshservice Pro/Enterprise plans)_
| Name | Type | Charge type | USD | EUR | GBP | AUD | INR |
| Business agents | Addon (recurring) | /agent/mo | 49 | 49 | 44 | 74 | 3,999 |
| ## Types of workspaces<br>Before we get into understanding the capabilities of a business agent, it is important to understand that a workspace can be of two types: IT workspace and Business workspace. <br>Here is the difference between the two:<br>IT workspace<br>- Workspaces created using the IT workspace template are called IT workspaces.<br>- If you use the blank template, and choose IT as the primary business function, an IT workspace is created. <br>Business workspace<br>- Workspaces created using any template other than IT (such as HR, Facilities, Legal, Finance, and General) are referred to as business workspaces. <br>- If you use the blank template and select the primary business function as anything other than IT, a business workspace will be created.<br>Read more to understand detailed differences between IT workspaces and Business workspaces |
Access capabilities available to Business agents
``` 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.
| Functionality | Access for Business agents |
| Tickets | Can work only on tickets in business workspaces (Cases/Queries/Issues/Requests)<br>In an IT workspace, they can view tickets and add private notes to them. However, they cannot be own tickets or edit them. |
| Tasks | Can work on ticket tasks assigned to business workspaces only |
| Problems | Cannot access |
| Changes | Cannot access |
| Releases | Cannot access |
| Alerts | Cannot access |
| Assets | Cannot access |
| On-call | Cannot access |
| Workload | Cannot access |
| Assets | Cannot access |
| Contracts | Cannot access |
| Purchase Orders | Cannot access |
| Projects | Can only work on business projects. <br>They cannot be added to software projects but can view them if they are public |
| Announcements | Can manage announcements only in business workspaces |
| Knowledge Base | Can manage solution articles in business workspaces. <br>In an IT workspace, they can only view solution articles |
| Reporting | Can view and manage reports in business workspaces. <br>In an IT workspace, they can only view reports of data that is accessible to them. |
| Admins Settings | Can only administer business workspaces (all settings except sandbox and audit log) |
``` NOTE
1. Occasional agents can only be purchased for IT agents. An IT agent belongs to the IT team and utilizes the standard Freshservice licenses like Starter/Growth/Pro/Enterprise.
2. Freddy Copilot as an add-on can be added to Business agents. ```