Personalize your support using Customer Segments

Customer Segments lets you provide personalized support for different customers in your Freshdesk 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 (Rules that run on ticket creation and ticket updates) 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 Freshdesk. Only 20 segments can be created per account.

A quick guide in creating 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 โ€˜Applyโ€™Note: You would only be able to filter by the following custom customer fields, apart from the available fields in the filter panel:CheckboxesNumber fields and Dropdown fields
  • Once the filters are applied, click the โ€˜Save customer segment asโ€™ 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 โ€˜Editโ€™ 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 in the knowledge base:

You can also make specific knowledge base folders visible to the relevant customer segments. To do this, follow the steps below:

  • Create the required customer segment using the relevant filters
  • Once the customer segment has been saved, go to the Solutions tab and click on Manage
  • Create a new folder by clicking on New folder drop-down
  • In the New folder popup, click on the Visible to drop-down and select Contact/Company segment
  • Based on your selection, a new drop-down appears which displays the list of Contact/Company segments
  • Click on Save once all the details have been entered
  • If you are looking to change the visibility of an existing folder, hover over the folder and click on the Editbutton
  • In the Edit folder popup, follow the steps given above after the New folder popup appears
  • You can also bulk select

A quick guide to using Customer Segments in ticket automation:

You can automate workflows for tickets that are from a specific customer or company segment. You can create rules that run on ticket creation or ticket updates based on the segment as a condition

  • Login to your Freshdesk account as an Administrator
  • Go to Admin > workflows > Automations under Helpdesk Productivity
  • Choose either the โ€˜Contactโ€™ or โ€˜Companyโ€™ option under Conditions
  • Choose โ€˜Requester Segmentโ€™ from the dropdown (for โ€˜Companiesโ€™, you will find the option โ€˜Company Segmentโ€™) and set up your condition for the rule by specifying the required customer segment
  • You can then set up the required Action block for this condition
  • Once youโ€™re done, click โ€˜Saveโ€™

Freshdesk โ€“ Seamless Customer Support Made Easy

Freshdesk by Freshworks is an award-winning, cloud-based customer support solution that equips you with all the tools needed to deliver outstanding and efficient customerย service.

Freshdesk Products
Customer Data Management

Import and export customer data easily

Learn More
Helpdesk activity checking

Reviewing the latest support tickets and helpdesk interactions.

Learn More
One contact across multiple companies

Linking a single contact to multiple associated companies.

Learn More
Sender name customisation

Using sender's name as ticket requester in forwarded emails

Learn More
Finding API Key

Steps to locate and access your API key from your account settings.

Learn More
Knowledge base setting

Guidelines to create and organize your Knowledge Base for easy customer access.

Learn More
Organising agents into group

Grouping support agents based on roles or departments for better workflow Management

Learn More
setting up sand box

Instructions to configure your Sandbox environment for safe testing and development.

Learn More
Freshdesk help widget on WordPress

Steps to embed and display the Freshdesk help widget on your WordPress site.

Learn More
Default fields in ticket form

Overview of the standard fields included in your Freshdesk ticket form by default.

Learn More
Configure custom email server

How to configure custom email servers for sending and receiving support emails.

Learn More
Run automation on ticket

Set up automation rules for tickets submitted via a specific form.

Learn More
Merging contacts

Combining duplicate contacts into a single profile in Freshdesk.

Learn More
Freshdesk Multilingual ticket fields & forms

Creating and managing ticket fields and forms in multiple languages in Freshdesk.

Learn More
Creating companies and contacts

Steps to create and manage companies and their associated contacts in Freshdesk.

Learn More
Freshdesk App Log in & Log out

Instructions for logging in and out of the Freshdesk Android mobile app.

Learn More
Forward Emails as Tickets

Forward and convert your support emails to tickets in Freshdesk

Learn More
Freshdesk help widget setup

Steps to configure and customize your Freshdesk help widget for your website

Learn More
Freshdesk - Freddy self service

Guide to creating a basic bot flow using Freddy Self-service in Freshdesk.

Learn More
Freshdesk - Feedback Widget

Collecting user feedback directly from your website using the feedback widget.

Learn More
Custom field creation

adding and configuring custom fields in your Freshdesk ticket form.

Learn More
Adding new support agents

Steps to add and manage new support agents in your Freshdesk account.

Learn More
Custom Support using Customer Segments

Use Customer Segments to tailor and personalize your support responses in Freshdesk.

Learn More
Customer portal - Log in & Access

Instructions for logging in and navigating the Freshdesk customer support portal.

Learn More
Freshdesk - Customer Tab

Overview of the Customers tab features for managing contacts and companies in Freshdesk

Learn More
Freshdesk - Ticket Status

Explanation of different ticket statuses and their roles in the support workflow.

Learn More
Multiple ticket forms - Freshdesk

Overview of using multiple ticket forms in Freshdesk to handle various support queries.

Learn More
Customer tickets - Auto solve

Set up the Email Bot to automatically resolve customer tickets based on predefined rules.

Learn More
Live Chat - Freshdesk

Using live chat as a support channel in Freshdesk for real-time customer assistance.

Learn More
Field service management - Freshdesk

Overview of Field Service Management in Freshdesk for managing on-site service

Learn More
Freshdesk Reporting & Analytics

Gain insights and track performance metrics using Freshdesk Analytics for smarter support decisions.

Learn More
Dependant field in ticket forms

Configure dependent fields in your Freshdesk ticket form to show relevant options based on user input.

Learn More
Single Sign-On in Freshdesk

Enable Single Sign-On (SSO) in Freshdesk for seamless and secure user authentication.

Learn More
Multi-channel support

Provide customer support across multiple channels like email, chat, phone, and social media in Freshdesk.

Learn More
Multi-channel support

Provide customer support across multiple channels like email, chat, phone, and social media in Freshdesk.

Learn More
Adding twitter accounts - Freshdesk

Connect your Twitter account to Freshdesk to manage and respond to tweets as support tickets

Learn More
Ticket submitting via email

Allow customers to create support tickets by sending an email to your Freshdesk support address.

Learn More
Adding phone channels - Freshdesk

Integrate a phone channel into Freshdesk to handle voice calls as part of your support system.

Learn More
Editing, cloning and deleting a ticket form

Manage your Freshdesk ticket forms by editing,duplicating, or deleting them as needed.

Learn More
Adding new customer agents

Learn how to invite and set up new support agents in Freshdesk to handle customer queries efficiently.

Learn More
Freshdesk Automation updates

Review the latest updates and improvements to Freshdeskโ€™s automation features for better ticket management.

Learn More
Dynamic sections - Freshdesk

Learn to build dynamic sections in Freshdesk forms that display fields based on user input or conditions.

Learn More
Customizing Customer Fields

Modify and manage customer fields in Freshdesk to capture specific information relevant to your business needs.

Learn More
Help Desk Reporting Best Practices: 7 Essential Tips

Discover key strategies to optimize your help desk reports, improve decision-making, and enhance customer support efficiency.

Learn More
Customer 360 โ€“ Get Complete Context on Your Customer

Gain a holistic view of each customer with Customer 360 in Freshdesk, consolidating interactions, tickets, and data for personalized support.

Learn More
Understanding Full-time vs Occasional Agents

Learn the difference between full-time and occasional agents in Freshdesk to manage roles, access, and billing effectively.

Learn More
Introduction to Apps

Explore how Freshdesk apps enhance your helpdesk by adding new features, integrations, and custom workflows

Learn More
Creating a New Ticket from Agent Portal

Learn how agents can manually create support tickets directly from the Freshdesk agent portal.

Learn More
User Guide Template Example

Explore a sample user guide template that outlines structure, formatting, and content flow for creating effective documentation.

Learn More
Getting Started with FreshThemes

Learn how to customize your Freshdesk portalโ€™s appearance using FreshThemes for a branded support experience.

Learn More
Changing Customer Password

Guide to help customers reset or change their Freshdesk portal password securely.

Learn More
Identifying Contacts with an External ID

Learn how to use external IDs in Freshdesk to match and manage contacts from third-party systems.

Learn More
Getting-started-multiple-customer-support-agents
Learn More
Manually Create Tickets from the Agent Portal
Learn More
Getting-started-multiple-customer-occasional-agents
Learn More

Empower Your Business with Cutting-Edge Solutions Smart B2B solutions for your business

-

letโ€™s connect and grow together!

Email : sales@fgrade.com

Call : +91 916 056 5554

We are present in 

  • Delhi

  • Mumbai

  • Pune

  • Ahmedabad

  • Bangalore

  • Chennai

  • Chandigarh

  • Hyderabad