Agents in Freshdesk can be 'Full-time' or 'Occasional'. 


Full-time agents are those in your core support team who will log in to your help desk every day. 


Occasional agents are those who would only need to log in a few times every month, such as the CEO or your field staff. That way, people from other departments in your business like sales and marketing can log in and take care of specific customer queries from time to time, without you having to purchase an additional agent seat for a whole month.
 

You can add an unlimited number of Occasional Agents in your Freshdesk no matter how many full-time agents you paid for when you picked a plan. 


Each occasional agent will use up a Day Pass for every day that they log into your support portal. For example, if you have one day pass and an agent logs into the help desk at 8 in the morning, the day pass will be valid until the end of the day (00.00 hrs). The EOD will be calculated based on the time zone of the occasional agent if you are on the Pro plan or above. If you are on the Growth plan, the EOD will be based on the time zone of your helpdesk. 


Please note that the time remaining in 24 hours will not be carried over to the next day. And an occasional agent will not be allowed to login when there are no day passes available. An occasional agent will work the same way as a full-time agent.


Usage History lets you keep a tab on occasional agents who use your purchased day passes by tracking the date, agent name, and email address. An admin can access it from Admin Tab > Account > Day Passes. You can pull up usage history for the last 90 days and it also has a filter to narrow down your usage based on agent names as well. 



You will get 3 free day passes per account initially, in every plan. You can purchase Day Passes in bulk by logging in to your support portal as an account administrator and clicking on Admin > Account > Day Passes. 


Here are the prices for day passes:



Plan
 Price in AUD
 Price in USD
 Price in GBP
 Price in EUR
 Price in INR
Growth
 A$3 $2 £1.5 €2 ₹149
Pro
 A$10
 $7 £5 €7 ₹499
Enterprise
 A$16
 $12 £8 €12 ₹899
Growth Omnichannel
 A$7 $5 £4 €5 ₹349
Pro Omnichannel
 A$14 $10 £8 €10 ₹699
Enterprise Omnichannel A$21 $15 £12 €15 ₹999



Agents in Freshdesk can be Full-time or Occasional. 


Full-time agents are those in your core support team who will login to your help desk every day. 


Occasional agents are those who would only need to login a few times every month, such as the CEO or your field staff. That way, people from other departments in your business like sales and marketing can login and take care of specific customer queries from time to time, without you having to purchase an additional agent seat for a whole month.
 

You can add an unlimited number of Occasional Agents in your help desk no matter how many full-time agents you paid for when you picked a plan. 


Each occasional agent will use up a Day Pass for every day that they log into your support portal. For example, if you have one day pass and an agent logs into the help desk at 8 in the morning, the day pass will be valid until the end of the day (00.00 hrs). The EOD will be calculated based on the time zone of the occasional agent if you are in the garden plan or above. If you are in the blossom plan, the EOD will be based on the time zone of your helpdesk. 


Please note that the time remaining in 24 hours will not be carried over to the next day. And an occasional agent will not be allowed to login when there are no day passes available.


In other ways like adding agents or the scope of the agent, an occasional agent will work the same way as a full-time agent.


Usage History lets you keep a tab on occasional agents who use your purchased day passes by tracking the date, agent name, and email address. An admin can access it from Admin Tab > Account > Day Passes. You can pull up usage history for the last 90 days and it also has a filter to narrow down your usage based on agent names as well. 

 


You will get 3 free day passes per account initially, in every plan. For additional day passes, you'll have to pay $2 to $5 (depending on your plan). You can purchase Day Passes in bulk by logging in to your support portal as an account administrator and clicking on Admin > Account > Day Passes. 


Here are the prices for day passes:


Plan
 Price in USD ($/day)
  Price in Euro (€/day)  Price in INR ( ₹/day)
  Price in SA Rand (R/day)
Blossom
 2 2 140 contact customer support
Garden
 3 3 210 contact customer support
Estate
 5 5 350 contact customer support
Forest
 11 11 790 contact customer support