Freshdesk Customer Success captures a wealth of data about your accounts which can be categorized into three general types:
- Account dimensions
- Account metrics
- Account dates
Dimensions are attributes that do not have a time element associated with them. Metrics are time series data we track over time on a daily/monthly basis. Dates are key events associated with an account (e.g. account join date, churn date, first invoice payment date etc.)
Dimensions are account attributes that describe key aspects and/or the current status of your accounts. Dimensions do not have a time element associated with them. If you need to use dimensions to filter accounts, you need to find them under the Attributes section. Where you'd pick the dimension and filter the dimension value using the available operators. e.g. Country "is" USA, Health score "is greater than" 60, etc.
In the example below, the condition is looking for accounts whose stage is in Onboarding, health score is >= 60 and in either Growth or Enterprise tier.
Metrics are time series data we track on a daily/monthly basis to help you understand how a customer is performing against that metric over time. Metrics can be aggregated over time and across accounts for you to track trends. If you need to construct a rule condition using a metric, you need to specify:
- How you want to aggregate that metric and then,
- Over what time frame you want to aggregate the metric
In the example below, the condition is looking for accounts who created more than 5 workflows (tracked as a feature event) under the "Contract Authoring" module over the last 30 days.
Dates are key events associated with an account (e.g. account join date, churn date, first invoice payment dates etc.) If you need to build a condition based on an account date, you also need to define the time frame over which you want to check for that date e.g. Check account renewal in the next xxx days.
Therefore, when building conditions using metrics and dates, you need to find them under the Metrics over time and event occurrences section.
In the example below, the condition is looking for accounts whose next renewal date is within the next 90 days.