Overview


Freshsuccess Integration refers to the process of connecting all of your relevant customer data to Freshsuccess. the incoming data could map to either 1) Account Level Information 2) User Level Information. There are two key sources of data to connect to Freshsuccess: usage data and 3rd party API Integration.  

  • Usage Data refers to the stream of events that tell Freshsuccess how your customers are using your product.  
  • 3rd Party Data refers to all of the data and metrics that come from your back-office systems, including customer relationship management, support ticketing and billing. This could be done by either integrating 3rd party systems or directly sending in data via the Freshsuccess Account API.


Freshsuccess integrates these two distinct sources of information to provide a complete view of your accounts.


Product Usage Data


Freshsuccess needs to establish a feed of data about your users and their interactions (clicks) with your web-application in order to understand your users, their activities and product engagement levels to drive powerful insights into your business and bring the most value to your customer success efforts. This data is usually provided directly from your web application through the Freshsuccess JS Library or through connection to a web data collection service such as Segment.io, Pendo or MixPanel.


There are currently three different ways to collect product usage data and send it to Freshsuccess.


1. Event Javascript Library

You can instrument your product using Freshsuccess' Event Javascript Library.  This library collects event data while the client is using your product and sends it directly to Freshsuccess.


See the Javascript Event API for the complete set of Javascript API methods.


2. Segment

For customers already using Segment to collect their event data, we provide full integration with their data collection service. Click here for more details.


3. Event REST API

If you are already collecting usage data from your product, you can send a copy of those events to Freshsuccess using the Event REST API.


3rd Party Data

3rd party data covers all of the information that is captured by your backend systems.  This usually includes data from Customer Relationship Management (CRM) systems, support ticketing systems, and billing systems.  In many cases, this data can be collected automatically from 3rd party platforms such as Salesforce.com or Zendesk.


In other cases, you may have this data on internal systems, in which case you can use Freshsuccess' Account REST API to provide this data to us directly. You can also use a mix of these two approaches, for example providing CRM and support ticket data via 3rd party systems and billing data via the API. 


Account & User Data


1. Account Data

In order for any data to show up in your Freshsuccess platform, accounts need to be defined first. Account Level data could be among the following:

  • CRM Data - Accounts
  • Financial Information - Notes, Support Tickets, NPS
  • Account Metrics - Time Series Data
  • Custom Account Dimensions - Stage, Tier


There are three ways you can send account-level data to Freshsuccess:


1). Through product usage events

  • You can send CRM data (accounts) and Custom Account Dimension data via JS Event Library, Segment or Mixpanel.
  • If you use our JS Event Library, you can define accounts using either the login() call or the identifyAccount() call
  • If you use Segment, provided the required userId and groupId through each Segment event.


2). Through third-party integrations

  • Typically you can send account level metadata, account metrics or custom account dimensions to Freshsuccess through third-party CRM integration.


3). Using our Account REST API: /accounts


2. User Data

There are a couple of ways user-level data can be imported and defined:


1). Through product usage events

  • You can send account users, contacts, general user dimensions(role, phone, email etc.) and User Metrics like user clicks via JS Event Library, Segment or Mixpanel.
  • If you use our JS Event Library, you can define users using either the login() call or the identifyUser() call
  • If you use Segment, provided the required userId through each Segment event.


2). Through third-party integrations

  • Typically we can pull users and set up custom user dimensions from your third-party CRM integration. We can import user meta data from any object.


3). Using Freshsuccess' Account REST API: /account_users


We are continually updating the list of available 3rd party integrations, so if you do not see your 3rd party system listed here, please contact support@freshsuccess.com to see if that integration is available or, if not, when we can make it available.


Please note that basic account mapping needs to be in place for all of your 3rd party systems, so that a complete picture of a customer found in your product can be represented within Freshsuccess, including product usage data, CRM, support tickets and invoices. Click here to read more about how to synchronize accounts across your 3rd party systems.