| Feature | Exclusive Licence | Flexible/Mixed Licence | |--------|------------------|------------------------| | Mix L1 & L2 agents | ❌ No | ✅ Yes | | Cost for 20 agents (1 admin) | $20 × premium tier | $1 × premium + $19 × basic | | Feature isolation | None | Granular |
3. When to Opt for "Service Desk License Exclusive" Features
In this model, you don't buy a license for Bob . You buy a license for actions . Bob can view tickets for free, but if he wants to "update," "close," or "escalate," he burns a transaction credit.