In this article:


Custom Dimensions


Freshsuccess supports custom dimensions for Accounts, Users, Goals, and Support tickets. We have multiple options to add a new custom dimension and start tracking it.


1.  Use the "Manage fields" page


Go to Settings > Management Center > Manage fields page, select the object you want to add the custom field to, and click "Add custom field" on the top right.


On the pop-up window, enter the following details:

  • Select the Dimension type - Select the appropriate dimension type based on the requirement.
  • Name – The name of the custom dimension as it will appear on the Freshsuccess platform.
  • Description - An optional description of this custom account dimension.
  • Select if you'd like to make the field a "Read-only" field.



This method is applicable while adding Accounts, Users, Goals, and Support tickets custom dimensions.



2. Use the Freshsuccess Account API


You can send new custom account dimensions from your implementation using the Freshsuccess Account API.


Note that when sending the custom dimensions, use the below names under the Accounts, Account product users, or the Account contacts endpoint for each type so that the custom dimensions can be used properly in Freshsuccess rules and reports. 

  • Text field: custom_label_dimensions
  • Number field: custom_value_dimensions
  • Date-picker: custom_event_dimensions


Your data will then be processed immediately using your custom dimension definitions. We'll capture the names of the custom dimensions you send automatically in any account dimensions dropdown.


This method is applicable while adding Accounts, Users, and Support tickets custom dimensions.


Please note that you would be able to create the custom fields using API only for text field, number and date-picker type fields.


3. Use the API Upload Feature in the UI


You can upload new custom account dimensions using the API upload feature located under the Settings > IT administration page. 


Make sure you select the correct API template for uploading the custom dimensions so that they can be used properly in Freshsuccess rules and reports. 

  • Text: custom_label_dimensions
  • Number: custom_value_dimensions
  • Date-picker: custom_event_dimensions


When an update occurs, all updates are visible immediately. You'll be able to view success and error (together with error details) messages printed on the same page after the upload is complete. 


This method is applicable while adding Accounts, Users, and Support tickets custom dimensions.


Custom Account Metrics


While custom dimensions can be added directly on the "Dimensions" page. Custom metrics need to be created and updated using either the Freshsuccess Account API or the API upload feature.


Since custom metrics are time-series data, they need to be sent with timestamp information for each data point. Timestamps can be provided as either a number representing epoch milliseconds or as an ISO8601 timestamp. E.g.: 'YYYY-MM-DD HH: MM' or 'YYYY/MM/DD'. All timestamps are assumed to be in the UTC timezone. 


Your data will then be processed immediately using your custom metric definitions. We'll capture the names of the custom metrics you send automatically in any account metrics dropdown. 



Limits and Caveats


1. Once a custom dimension or metric is added, you can only modify its name but not its type. Once the name is changed, you will need to start sending data with the new name, and we'll update the name for all the old data.


2. Deletion of any custom dimensions or metrics is permanent and unrecoverable. Deleting a dimension via the “Dimensions” page also deletes the data associated with that dimension.


3. Value of custom dimensions and metrics will be stored as a "Double," allowing for fractional numbers.


4. There is a maximum number of characters (255 characters) allowed for textual dimensions. In other words, both the name and values of a specific dimension need to be within the maximum number of characters.


5. When naming the custom dimension and metric, each name must be globally unique.


6. When sending the custom dimension and metric via API, the name for the same dimension/metric needs to be consistent (exact match), otherwise it'll be captured as a separate custom dimension/metric. 


7. If the value of a custom metric and/or value dimension does not exist for an account, we'll set it to zero for that account. For accounts that do not have value for a custom textual dimension, you can filter these accounts in the account list rules by constructing a condition that says "Name of custom text dimension" "is not defined". 


8. Freshsuccess currently supports both custom dimensions and metrics for accounts but only custom dimensions for users.