Customer Segments lets you filter and group customers to provide personalized support. Saved segments can be used in automation rules and in self-service.


This article contains:

Before you begin

This article is the third in a series about Managing your Customers.

  1. Manage your Customer Data Schema—understand contacts, companies, and their respective fields.
  2. Manage Customer Data in Freshdesk—understand how to create, edit, delete, and manage contacts and companies.
  3. Personalize support using Customer Segments—filter and group customers and create automations and self service for them.

Create and view customer segments

Similar to ticket list views, you can apply filters in the Contacts or Companies list pages and save the corresponding list as a segment. Saved segments are visible to all agents.


Admins can create up to 20 segments per account. To create a segment:

  1. As an admin, go to Customers > Contacts or Customers > Companies.

  2. In the Filters panel on the right, set the required filters and click Apply.

    • Default filters for Contacts: Created, Time zone, Tags, Companies

    • Default filters for Companies: Created

    • Filters for custom fields: Any custom fields of the Checkbox, Number, and Dropdown types
      Example of filters

  3. Once the filters are applied, you can save the segment for later use.

    • In the top left corner, click the check mark to save the segment or the cross to discard the filters.

      Save and discard buttons for filters.

    • Give your segment a suitable name and click Save.
      The save view as dialog.

  4. Click the filter button in the top left to access and view your saved segments.


When you view a saved segment, you can see up to 10 pages with 30 entries each, for a maximum of 300 contacts/companies. If your segment contains more than 300 entries, perform an export to view the entire list. See Import and Export Data in Freshdesk.


When you're viewing a saved segment, the name is displayed at the top.

  • Click the Edit icon to change the name of the segment or the Delete icon to delete the segment.
    Edit name and delete segment icons.
  • If you apply new filters, you'll be able to update the saved segment, or Save as to create a new segment.
    Applying new filters to a saved segment.

Use customer segments

You can use customer segments in 2 important ways:

  1. Create automation rules targeting a customer segment to provide personalized ticketing support.
  2. Change the visibility of solution articles to a customer segment to provide personalized self-service.

Use customer segments in automation rules

When you create automation rules to run on either ticket creation or ticket updates, you can target a customer segment in the Conditions block ("On tickets with these properties"):

  • In Contacts > if Requester segment > Is or Is not > select your segments from the dropdown.
    As described above.

  • In Companies > if Company segment > Is or Is not > select your segments from the dropdown.
    As described above.


For step-by-step instructions, see detailed documentation on Automation Rules.

Use customer segments in solution articles

Solution articles are structured as Categories > Folders > Articles. You can set visibility for Folders to particular customer segments, creating targeted self-service without cluttering your knowledge base. To set this up:

  1. Go to Solutions and create or edit a folder.
    • Create folder: Click the arrow next to New article > New folder.
      As described above.
    • Edit folder: In the top left, click Views > All Categories. Find your folder and click the Edit icon.
      As described above.
  2. In the folder dialog, set the Visible to field to either Contact Segments or Company Segments.
  3. A new field is added. Select 1 or more segments from the dropdown and click Save.
    As described above.


For additional help, contact [email protected].