Managed Service Providers can assign agents in Freshservice for MSPs as either Full-Time agents or Occasional agents. This flexibility allows you to optimize costs while still meeting seasonal or supervisory needs.
TABLE OF CONTENTS
- Types of Agents
- How Occasional agent access works
- How to purchase day passes
- Using the agent portal as an occasional agent
- Important considerations for occasional agents
- Day pass pricing (per agent)
Types of Agents
Freshservice for MSPs supports two types of agent access - Full-Time and Occasional. Each type is designed to match different usage patterns within the service desk.
Full-Time Agents
Full-Time Agents are the core members of your service desk team.
They log in daily to manage client requests and provide continuous support.
These agents are billed on a recurring basis as part of your subscription. For more information on pricing refer to Freshservice for MSPs- Plan and Pricing.
Occasional Agents
Occasional Agents licenses are designed for agents who only need temporary or less frequent access to the service desk.
For example:
A supervisor who occasionally reviews tickets.
A technician who steps in during seasonal demand or specific client requests.
Specialists from other teams (e.g., development, troubleshooting) who may need to assist on certain issues.
This model ensures MSPs don’t have to pay for a full agent license for users who log in infrequently.
How occasional agent access works
Occasional Agents consume day passes instead of a monthly license.
A day pass is used up for every day the agent logs into the service desk, regardless of login time.
At the end of the day (00:00 hrs, based on the agent’s time zone), the day pass expires. Unused hours do not roll over.
You can add an unlimited number of Occasional Agents, and they will only consume Day Passes on the days they log in.
How to purchase day passes
Day Passes can be purchased in bulk from Admin > Day Passes.You can also set permissions for Occasional Agents to control which sections of the service desk they can access.
Using the agent portal as an occasional agent
When an occasional agent is added to the service desk, they will receive an email notification to activate their account, provided that email notifications are enabled.
Agents can click on a ticket or switch to the agent portal from the Contact portal.
A pop-up appears, notifying them that a Day Pass will be consumed.
Once they click Proceed, they gain access for that day, and one Day Pass is deducted.
Important considerations for occasional agents
Each login day consumes a Day Pass and provides access to the agent for that day.
Day Passes expire at midnight (agent’s time zone).
Once a day pass expires, agents will be notified again that a day pass will be consumed if they access the service desk again as an occasional agent.
Day pass pricing (per agent)
Here are the prices for day passes per agent.
*All prices are exclusive of applicable taxes.
Note: Using the API key of occasional agents in Workflow Automators, Integrations, Custom Apps, etc. will consume a day pass.