Agents in Freshdesk can be “full-time”, or “occasional”. Full time agents are those in your core support team who will need to 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 and you will not be charged for these agents every month. Instead, the occasional agent will use up a Day Pass for every day that they log into your support portal. You can purchase Day Passes in bulk and allow your occasional agents to use them up as and when they need to login.
You can purchase Day Passes in bulk from Admin->Day Passes.Note that you can set the visibility permissions for Occasional Agents, and they will have access to all the features in your Freshdesk Plan.