how an account's health score is calculatedThe Accounts page gives a 360 view of the account containing all the details associated with the account that helps the CSM make informed decisions.

Account Details - Alerts

The Alerts page lists all the alerts and alert tasks that have been triggered for this account. 

To read more about the uses of alerts and alert tasks, read our documentation on alerts management here. <Add link here>

 

Account Details - Contacts & Users

The Contacts & Users

  • CRM contacts are individuals who are important to the customer relationship but may not be direct users of your product.  They are typically synced from your CRM system, but you can also manually add new CRM contact from this page. Contacts may not have logins to your product and may not use the product.

  • Product users are individuals who are direct users of your product or service. Whenever Freshdesk Customer Success captures an event associated with a user under an account, it creates this user as a product user under this account if the user is not already present.


Terms

Description

Activity Rank 

Percentile of this user based on total session time over the last 30 days.

Last Seen

The date when the user last logged into the product.

First Seen

The date when the user first logged into the product.

 

Both CRM contacts and Product users can come from anywhere as long as they have an Account ID and user_id associated with it. For Product users, the IDs should be the same as what is sent via event data to track the usage. 

 

Account Details - Timeline

The Timeline page is a centralized place for you to view, filter, and search any account communications, including emails, meetings, and support tickets. 

 

You can easily find a list of communications filtered by a particular interaction category, specific sub-types, or searching using keywords. 

 

Below is a quick summary of the different tabs on the Communications page:

 

Emails - Any Gmail/Outlook email sync,  Bcc'ed emails (using your FDCS org-specific bcc email), emails sent via FDCS campaign, or FDCS email triggers associated with this account.

 

Touchpoints - Any interactions synced from third-party systems, manually added within FDCS or sent directly via the FDCS Account REST API to the Interaction endpoint associated with this account. Interactions can have an "Email" type. All touchpoints would also be visible here.

 

Support - Any support tickets synced from third-party systems, or sent directly via the FDCS Account REST API to the Support Tickets endpoint associated with this account. 

 

Account details - Notes

 

The Notes page allows you to view, edit and add notes on the account. You can select the Notes or the Touchpoint Notes checkbox based on what you’d like to view.

 

Account details - Touchpoints

 

The Touchpoints tab displays all the touchpoints created on the account. You would be able to filter the touchpoints based on their completion status.

 

Account Details - Documents

The Documents page allows you to upload/link files or documents relevant to the current account. 

 

Whether it is a QBR deck about this account, or special promotion offered to this account, or a link to this account's SF page, simply pick up the right document type and add the details accordingly. Document type includes both links and files (there is no limitation on the file format you can upload on this page). 

 

Account Details - Financials

The Financials page tracks the history and trend of all financial activities related to this account, including account revenue, invoices, and subscription history. 

 

Revenue - This section summarizes the basic financial information of this account since its creation.


Terms

Description

Lifetime Revenue

Total accumulated revenue of this account since its creation.

Recurring Invoice Revenue

Sum of booked revenue that is recurring from invoices at the invoice creation date in that month.

Non-Recurring Invoice Revenue

Sum of booked revenue that is one-time from invoices at the invoice creation date in that month.

Subscription MRR

Sum of MRR of active subscriptions associated with this account at the start of each month.

Payments

Sum of revenue from invoices at invoice paid date in that month.


Invoice History - This section contains a list of invoices generated for this account along with all details associated with it.


Subscription History - This section contains a list of subscription history for this account.


Terms

Description

Subscription ID

The unique ID for this subscription.

Start Date

Subscription start date.

End Date

Subscription end date.

Subscription Code

Name of the subscription.

Billing Cycle

Shows the billing cycle of the subscription. (e.g. monthly, annual)

Monthly Revenue

Shows the monthly recurring revenue calculated at the end of the previous month for this subscription.

Next Renewal Date 

Shows the next renewal date of the subscription if it is a renewal type subscription model.




MRR History - This section displays the starting and ending MRR of the account split by month from the creation of the account.

 

Account Details - Health Score

The Health Score page gives you detailed information on how an account's health score is calculated and how much score it is getting from each defined health component.  

 

Account Details - Activity

The Activity page tracks the trend of unique users of this account on a daily/weekly/monthly basis and how much time those users are engaging with the product.


Terms

Description

Account Last Seen

The last date when any user of this account logged into the product.

Daily Active Users

Number of unique users of this account that had activity over the last full day*.

Monthly Active Users

Number of unique users of this account that had activity over the last 30 days.

Daily Time Per Active User

Average time spent on the product per active user of this account over the last full day. 

Product Users

Total number of registered users of this account.


The Activity History section contains two charts:


Unique Users


Shows the trend of monthly active users (MAU), daily active users (DAU), and this account's total registered product users over the last 60 days.


Time Spent per User per Day


Shows the trend of average time spent on the product per active user of this account per day over the last 60 days.

 

Account Details - Metrics

The Metrics page allows you to create and save charts to monitor key metrics trends for each individual account using any available account metrics. You can also load an existing (more advanced) chart created using the Chart Explorer to be filtered on the current account.

 

To create a new chart, click "Create chart" on the top right. On the pop-up modal, provide a name to the chart and specify the details for the time series chart. Click "Add" to add the chart to the dashboard, and click "Save layout" to save the dashboard.

 

Once the charts are saved to an account, the same charts will be automatically created for all other accounts in their Account Details - Metrics page. 

 

***Note that only Account/User Exploration charts can be used on this page. Charts loaded to this page will be copied and saved as a separate chart unique to the current account and not linked to the original chart created in the Chart Explorer. Updating the original chart won't automatically update the charts already loaded to this page. If you'd like to do so, you'll need to reload the updated chart and save it again. 

 

Account Details - Modules & Features

The Modules and Features page delves into account engagement with fine-grain product usage data on a per account and per-user basis. Switch between “Module Usage” and “Feature Usage” to view aggregated usage summary per module and feature.

 

The bar chart on the module page shows the total time spent in the top 10 modules by this account over the last 30 days.


The bar chart on the feature page shows this account's total usage count of the top 10 features over the last 30 days.


Terms

Description

Time per user per day used


The avg time a user used the module on a day when they used it, calculated over the last 30 days: (sum(time spent each day)/(# of users who used the module each day))/# of days used

Total time

Total time spent in the module by this account over the last 30 days.

Count per user per day used


The avg usage count a user used the feature on a day when they used it, calculated over the last 30 days: (sum(usage count each day)/(# of users who used the feature each day))/# of days used


Total count

Total usage count of this feature by this account over the last 30 days.

Total days used

# of days this module/feature was used by this account over the last 30 days.

Non-users

# of product users of this account who did not use this module/feature over the last 30 days.

Users

# of product users of this account who used this module/feature over the last 30 days.

Last used

The last date when any product user of this account used this module/feature.


Account details - Deals

 

The Deals page allows you to view, filter, and create deals on the account. You would be able to filter the deals based on the Deal Stage and further search for a specific deal using the search option on the Deals page. 

 

Account Details - NPS History

The NPS History tab contains the full history of NPS scores submitted by users of this account, including score submit date, user email, and the comment associated with each score.

 

The Account's current NPS score is calculated as the average of all the scores received within the last 90 days of the latest score, including the latest score. The detractor/promoter calculation displayed on the top is also based on the scores received within the last 90 days of the latest score, including the latest score.

 

The display columns can be edited by clicking on the gear icon on the right side of the column names. You can also manually add an NPS entry by clicking the "Add NPS Entry" button on the top right. 

 

Account Details - Support

The Support page allows you to view all the support tickets created for this account and track the trends of key support metrics. Support tickets can be auto-synced from your choice of 3rd party systems such as Freshdesk, Zendesk etc.

 

The summary section contains a sortable list of tickets created for this account. Click on the ticket id to open the ticket in your integrated support ticket system. 

 

The trends section contains the below key support metrics chart summarized for this account:

 

Ticket Age

Shows the average number of open days for the tickets that were open and closed in each month. Open days for an "Open" ticket is calculated as the number of days since the ticket creation date. Open days for a “Closed” ticket is calculated as the number of days between the ticket creation and close dates.

 

Ticket Priority

Shows the number of open tickets by priority for each month over the last year.

 

Ticket Type

Shows the number of open tickets by type for each month over the last year.

 

Account Details - Tasks

The Tasks page lists all the tasks associated with this account with task type, task status, due dates, and age. You can filter to view only open tasks or previously closed tasks. Click on "View Task" to update/edit each task detail.

 

Account Details - Goals

The Goals page allows you to view the status of a list of active and completed goals for this account. You can start a new goal or manage existing goals for the account through this page. 

 

You would be able to filter the goals by the Status and the priority of the goals. Also, the display columns can be customized by clicking on the gear icon on the right side of the column names.

 

Account details - Hierarchy

 

The Hierarchy tab displays the hierarchy details of the account. It displays the parent as well as the child accounts associated with the account along with the details such as the relationship, and Account ID. These columns are customizable based on the details you’d like to view here.