Last updated: 2023-07-04
Note: Applicable only for accounts in which workspaces have been enabled.
There are two types of agents in Freshservice:
IT: Available on Starter/Growth/Pro/Enterprise plans.
Business: Available as an add-on for Pro/Enterprise plans.
Allocation of available licenses:
When requesters are added to a workspace as agents, Freshservice automatically allocates an available license and follows the below sequence of license type selection:
| Workspace | Primary allocation | If unavailable, secondary allocation |
| 1. A workspace created using the IT template <br> <br>2. Blank workspace with IT business function | IT full-time license | IT Occasional license |
| 1. A workspace created using HR, Finance, Facilities, Legal, and General templates <br> <br>2. Blank workspace with any business team as the chosen business function | Business license | IT full-time license<br>If unavailable, IT Occasional license |
Remember, you will be charged monthly only for the total number of full-time agent seats. By buying them day passes, you can allow occasional agents to log in to your help desk one day at a time. Learn more about day passes here.