This feature is only available on Freshdesk Mint.

Customer Segments lets you provide personalized support for different customers in your helpdesk by helping you classify users based on their support needs. You can categorize your contacts/companies based on their subscription plan, region/location of the customer or the type of customers they are, their industry, etc.

Quite similar to the custom ticket list views in Freshdesk, you can apply the required filters in the Contacts or Companies list page and save the corresponding list as a segment. You can then use these segments in your automation rules (Dispatch’r & Observer) to perform specific actions automatically, based on your requirement.

Note: Only Admins can create or edit Customer Segments in your Freshdesk account. The created segments will be visible to all agents on the helpdesk. Only 20 segments can be created per account.

A quick guide in creating a Customer Segments:

  • Login to your Freshdesk account as an Administrator

  • Click the Customers icon from the left panel and choose Contacts (or Companies)

  • Set the required filters under the Filters panel on the right and click ‘Apply

    • Note: You would only be able to filter by the following custom customer fields, apart from the available fields in the filter panel:

      • Checkboxes

      • Number fields and 

      • Dropdown fields

  • Once the filters are applied, click the ‘Save customer segment as’ tick mark, give your segment a suitable name and save the segment

  • You will be able to access all the saved Customer Segments by clicking the hamburger menu in the Contacts/Companies list page

  • You can also edit the filters, if required, to modify and save the view 

  • The ‘Edit’ button, represented by a pencil icon, near the name of the saved segment will let you rename the segment whenever required

Once you set it up, you can access these lists on just one-click when you want to fetch a list of specific customers.

You will be able to navigate up to 10 pages in a customer segment. Every page will list a default of 30 contacts/companies. If there are more contacts/companies in the segment, you can perform an export to view the entire list in that customer segment.

A quick guide to using Customer Segments:

  • Login to your Freshdesk account as an Administrator

  • Go to Admin > Dispatch’r (or Observer, as per your requirement) under Helpdesk Productivity

  • Click ‘New Rule

  • Choose either the ‘Contact’ or ‘Company’ option under Conditions

  • Choose ‘Requester Segment’ from the dropdown (for ‘Companies’, you will find the option ‘Company Segment’) and set up your condition for the rule by specifying the required customer segment

  • If you are setting up an Observer rule, you will be able to do this under the ‘on tickets with these properties’ section similarly:

  • You can then set up the required Action block for this condition
  • Once you’re done, click ‘Save