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Freshdesk Customer Success supports syncing of custom fields from your third-party systems to your Freshdesk Customer Success instance for both accounts and users, provided that account/user mapping is defined. Custom fields enrich your customer data in Freshdesk Customer Success and allow for more flexible segmentation and in-depth analysis.
Decide 3rd-party fields
The first step is to decide which 3rd-party fields you'd like to sync to Freshdesk Customer Success to complement your account/user data. Upon request, we can generate a pre-populated spreadsheet of all possible fields from your choice of 3rd-party system, so you can pick the ones you'd like to sync.
Alternatively, you can send us a list of fields with underlying names (NOT the display names) to be synced to Freshdesk Customer Success.
Decide data types
The next step is to decide which type(s) of data those fields should be synced to Freshdesk Customer Success so you can manipulate the way you want for charting, alerting, health scoring and segmentation, etc.
Freshdesk Customer Success supports the following data types for syncing custom fields:
1. Account custom dimensions
3rd-party account fields can be synced as account custom dimensions. Freshdesk Customer Success will not track historical value for custom dimensions, so you'll get a snapshot view of the latest value for each dimension synced across your accounts.
2. Account custom metrics
Freshdesk Customer Success also supports syncing 3rd-party fields as account custom metrics. In this case, Freshdesk Customer Success will track the historical value of the fields synced (on a daily basis) so you can use that to plot a chart to view trends. This is only applicable to numeric fields.
3. User custom dimensions
Freshdesk Customer Success supports syncing 3rd-party fields as user-level dimensions for textual, numeric, and date/event values. Like account dimensions, Freshdesk Customer Success will not track historical value for user custom dimensions.
Note that Freshdesk Customer Success does not support 3rd-party fields syncing for user custom metrics, it should be sent to Freshdesk Customer Success via the JS library or Event API.
Reverse syncing
Freshdesk Customer Success supports reverse syncing of certain native account & user dimensions and metrics back to your 3rd-party system (e.g., account health score, user activity rank, etc.). We don't have a predefined list of them, the feasibility of a particular field will be investigated upon request.
Please specify the object under which your 3rd-party field is located for us to reverse sync the value from Freshdesk Customer Success.
How often data is updated
Freshdesk Customer Success runs 3rd-party connectors on a nightly basis so any update to the synced fields in your 3rd-party system will be reflected within the next 24 hours.
Freshdesk Customer Success alert rules and goals auto-deployment rules typically run every three hours, and data in the custom dashboard are automatically refreshed every six hours. Freshdesk Customer Success runs account health score calculations on a nightly basis, but users can manually run the current health score configuration via the UI at any time.
How to maintain data cleanness
The main focus should be on maintaining a clear account id across systems so that data from all sources can be properly mapped to the accounts in Freshdesk Customer Success. That's said, reducing the dependencies across multiple systems is recommended and will allow troubleshooting easier if there is a data discrepancy in Freshdesk Customer Success.
Make sure you are only capturing the information you care about in your 3rd-party systems. Or filters should be defined clearly to allow Freshdesk Customer Success to sync a subset of your data and leave the "garbage" out.
