Customer Success
Use this flow after cash is in (or while a subscription is live). It is not Service Management tickets (sm_tickets); CS helpdesk uses the customer-success queue.
Apps involved: Customer Success · CRM · Service Management when work is dispatched as SM/FS
Score the account
Usage, support load, NPS, and commercial signals roll into a health segment.
Alert and playbook
A drop in segment opens (or de-duplicates) an alert and can stamp a playbook + CS owner.
Helpdesk
Customer tickets affect health. Escalations can create SM work — see Ticket to Order or Field Job.
Renewal
Expiring commercial or SM contracts surface here so Sales/CS can act before churn.
⚠️
Helpdesk (Customer Success) and SM tickets are different queues. Opening the wrong app is the most common mix-up.
Related
- AI: CS Guardian · Support Concierge