Custom dimensions and metrics allow you to combine Freshdesk Customer Success' built-in dimensions and metrics with those that have not been predefined within the Freshdesk Customer Success platform, so you have more flexibility to slice and dice your customer data, and segment your accounts based on the attributes that matter the most to your business. 


‘Manage Fields’ setting in Freshdesk Customer Success allows you to view default dimensions, create new dimensions and modify their properties across modules as per your preferences and business needs. In Freshdesk Customer Success, certain fields are present by default. These default fields cannot be deleted and are referred to as System fields. When you have data that doesn’t match any of these default fields, your administrator can create a custom field for that data.


You can create your own custom fields and capture data as and when needed. You can choose to have these custom fields visible and/or editable to your CSMs to allow them to add more information on the accounts managed by them.


For example:

  • If you store “customer type” for your signed-in accounts in a CRM system, you could combine this dimension with your Freshdesk Customer Success data to analyze various information by customer type; and create alert rules and customer lists using a specific customer type you care about.
  • If you're an online video service provider, you might want to track business-specific metrics such as "number of videos uploaded" or "storage used". By combining the data available in your Freshdesk Customer Success platform with custom metrics, you can monitor customer progresses against your most important KPIs in any way you want.


Custom Dimensions

Custom dimensions are attributes of your accounts, users, goals, and support tickets that are not being tracked over time. Freshdesk Customer Success stores only the current value of a custom dimension for an account or user. 


The different custom field types available are:


Field Type

Description

Sample

Text

To accept free form text such as Name, Address, Description, etc. If the length of the string entered exceeds 80 characters, the single-line text field automatically changes to a multiline text field.

Dependent dropdown

To create dependent picklist fields, where a particular field's value is dependent upon the value of another picklist field. A three-level hierarchy is available. 

For example, take a custom field for ‘Location’. It would contain the ‘Country’, ‘State’ and ‘City’ as the three hierarchical levels. Here the values of the subsequent levels are dependent on the value selected in the former level. 

Setting up a dependent picklist


Once the above dependent picklist is published, the various dropdown values will be displayed as below:


Number

To accept numeric values such as phone number, zip code, NPS, etc.

Picklist

To let the user choose from a dropdown list. For example, a picklist for Companies could include a list of the accounts in your database.

Decimal

To accept numerical values up to two decimals

URL

To accept any URL or web page.


Note: Only http:// or https:// links are accepted. 

Date picker

To accept date values such as renewal date.

Currency

To accept currency value displayed using the native currency for the instance.

Percentage

To accept percentage values up to two decimals.

         



Custom dimensions can be created for accounts, users, goals, and support tickets, once created, they will become available for use in the list views, list, alert & email trigger rules, and analytics.


✍ Note that custom user dimensions will be fully available in the list and email trigger rules, but not in the alert rules since Alerts are account-based. 


Custom Account Metrics

Custom metrics are time-series data that can be plotted and aggregated over time to view trends across your accounts. Freshsuccess tracks the historical values of a custom metric for an account. 


For example, if you are charging your customers based on their bandwidth usage, you can create a custom metric called "Daily bandwidth usage" to monitor your accounts' bandwidth usage trend over time. Or if you are an online video service provider, you can create a custom metric called "Daily video uploads" and track how this number changes for a particular customer segment over time. Custom metric values are always associated with a timestamp indicating the time at which they occurred.


Custom metrics will be available for use in the account list, alert & email trigger rules, health score configuration, and analytics for build trending metric reports.


✍ Note that custom metrics are only available for accounts, not users.