Agent
Catalog row in Vendor License Metrics · Cited
- Unit
- Agent
- Aliases
- User; full-time agent; IT agent; agent licence; seat
- Definition
- Freshworks Terms of Service §13: "“User” or “Agent” means any individual authorized by Customer to use the Services or Software, including an Account administrator, employees, consultants, contractors, and agents of Customer or its Affiliates, and third parties with which Customer or its Affiliates transact business." Freshservice and Freshdesk price lists quote plans "per agent per month".
- Counting rules
- One licence per individual: for Agent-based Services, login credentials cannot be shared or used by more than one individual per licence, but may be reassigned to a new individual who replaces one who no longer needs ongoing use (Terms §13). Freshservice subscriptions are based on the number of full-time agents; occasional agents are covered by Day Passes instead (Freshservice support). Additional agents added mid-term are charged pro rata for the rest of the billing period (Freshservice support).
- Floors / minimums
- No published minimum agent count. The User count cannot be reduced and the Service Plan cannot be downgraded during the Subscription Term (Terms §5(a)); renewal is at the same number of Users unless notice is given at least 30 days before expiry (Terms §6(b)).
- Applies to products
- Freshservice
- Freshservice for MSPs
- Freshservice for Business Teams
- Freshdesk
- Freshdesk Omni
- Applies to editions
- Starter
- Growth
- Pro
- Enterprise
- Core
- Related metrics
- Product category