If an account is no longer using your product or has stopped paying for your service, you'd like to mark it as "Churned" in Freshdesk Customer Success so we can track churn properly for reporting and analysis. If your churn is automatically set through 3rd-party integration or custom triggers, this article will not be relevant. 


To mark an account as churned in Freshdesk Customer Success, go to the account details page for that account, expand the possible account actions dropdown and click "Mark as churned".



In the pop up modal, provide reasons for why this account has churned and select a churned date. Check "Unassign CSMs" to remove this account from any assigned CSMs and click "Churn" to save the changes. 


Please note that Freshdesk Customer Success preserves all the historical data associated with a churned account.