Freshdesk Customer Success Alerts function as an early warning system that utilizes your data in an actionable way to enable proactive, timely, and guided outreach to customers who are in trouble or are exhibiting potential for expansion.
Users with role permission to "configure product settings" can create and modify alert rules under Settings > Management Center > Alert Automation page.
To create a new alert rule, click "New alert rrule" on the top right.
On the alert configuration page:
1. Enter a name for the alert.
2. Add a description of this alert rule.
The description entered here will be shown as alert reasons once the alert triggers It is recommended you provide as much detail about this alert as possible here.
3. Specify the alert category.
Freshdesk Customer Success provides five default alert category types (churn, renewal, expansion, conversion, and engagement) which you can use to further segment the alerts.
4. Configure trigger preferences
Retrigger delay tells Freshdesk Customer Success how frequently it should trigger the same alert for the same account following the previous alert being triggered, if that account still matches the condition defined in the alert rule and the previous alert is closed. For example, if an alert triggered for an account on March 1st and closed on March 3rd and that account still matches the condition defined in the same alert rule, with a retrigger delay set to 7 days, Freshdesk Customer Success will trigger the next alert for this account on March 8th.
5. Alert notifications
Specify who should be notified. By default, all account owners will receive notifications
6. Define alert task deployment - Choose whether to automatically deploy alert tasks playbooks to CSMs or whether CSMs can manually deploy the tasks
7. Assign a playbook to this alert.
Playbooks are intended to be a simple checklist that the CSMs should follow when an alert is triggered. Also define the target completion period (days) and the task group to whom this should be assigned.
8. Construct alert rule conditions.
a). Filter accounts based on dimensions
The "Attributes" section is where you filter a specific segment of your accounts for whom the alerts will be triggered. For example, you can specify the alerts to trigger only for accounts in a certain country, industry, tier or stage. You'll also be able to filter the accounts by the custom dimensions you send to Freshdesk Customer Success.
b). Specify behavior and timeframe using metrics and dates
The "Metrics over time and event occurrences" section is where you specify the behavior, changes in behavior or a specific account date you'd like to track for your accounts. There are four ways to do so:
1). Compare a metric to a value
e.g. Usage of module "Dashboard" is less than 5 mins a day.
2). Compare a metric to another metric
e.g. Usage of module "Dashboard" is at least 30% less than the usage of module "Reporting".
3). Compare a metric to itself over time
e.g. Usage of module "Dashboard" over the last week is at least 10 mins more than the usage of the same module over the week before.
4). Check for an event
e.g. Account next renewal is within the next 45 days.
You'll then select both the start date and the end date of the time period over which the metric will be aggregated.
1). Begins after an event or day
e.g. 7 days after the "Account join date" or 3 days after "Account last seen" date
2). Begins before an event or day
e.g. 7 days before "Current day" or 30 days before the "Account renewal date"
3). Begins on an event or day
e.g. "Current week", "Account join date"
4). Begins on specific date
e.g. Dec. 1. 2015
3). Preview the accounts currently matching this alert rule.
This feature allows you to preview a list of accounts that are currently matching the defined rule conditions so that you can quickly verify the results and understand the scale of impact.
Click "Preview Rule" and the accounts that are currently (at the time of the button click) matching the rule conditions will be displayed in the table below.
9. Save the alert rule.
If everything looks fine, click "Save" on the top right of the page. If there are more than 10 matching accounts to this rule at the time of "Save" button click, a warning window will pop up asking if you'd like to proceed with the action.
You'd like to refine the conditions of this rule to limit the number of alerts to be generated all at once. This helps CSMs focus on the accounts that need their attention the most and prevent scenarios where a bad rule is created that will trigger alerts to unrelated accounts.
Otherwise, you can ignore the warning and save the alert rule anyway.
Note that Freshdesk Customer Success automatically runs alert rule for each account every 3 hours based on the latest data collected. You can manually run an alert rule by clicking “Run” in an alert rule’s action drop-down.