Last updated: 2024-05-23
``` 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 workspaces | Access to view and add private notes only. Cannot own Service Requests or edit them. |
| Case/Query/Request/Issue Management in Business Workspaces | Y |
| Service Catalog Management | Y |
| 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<br>(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 |