Occasional agents are required on the portal to follow a certain process or be notified of a few issues. These updates or email notifications would come into their mailbox once they are looped into the ticket thread or assigned on a ticket as an agent or part of the group the ticket is in and so they have no need to login to the portal. There are no charges as such for this workflow. The cost of a day pass is involved only when the agent has the necessity to login to the portal to check or analyze functionalities within the helpdesk environment.