Metric sources

Three health metrics can be Automatic or Manual: Product usage, Engagement and Support tickets.

• Automatic: CustomerCatalyst calculates the value. A value entered by hand is replaced.
• Manual: your team enters the value. CustomerCatalyst leaves it alone.

CSM pulse and NPS are always entered by hand. See Enter metric values by hand.

What Automatic means for each metric

Metric	When Automatic
Product usage	Calculated every night from the customer’s product usage metrics.
Engagement	Calculated every night from the customer’s engagement metrics.
Support tickets	Counts the customer’s open tickets. Updates whenever a ticket is opened, solved or closed.

Automatic only works once there is something to calculate from:

• Product usage and Engagement need at least one metric of that type in Settings › Company metrics. See Product usage and engagement metrics.
• Support tickets needs a verified sending domain in Settings › Email settings, or ticket sync from your CRM. See Support.

Set all customers at once

1. Open Settings › Health score and scroll to Metric sources.
2. On the metric’s card, click Set all to Automatic or Set all to Manual.
3. Click Confirm.

Each card shows the current mix, like All automatic, All manual or Mixed: 42 automatic, 8 manual.

This applies to all your customers, including the ones you set one by one. You can still change a single customer afterwards.

Set one customer

1. Open the customer and go to the Customer Health tab.
2. Next to the metric, click Manage.
3. Choose Automatic or Manual.
4. Click Save.

If Automatic is greyed out, the metric has nothing to calculate from yet. The popup tells you what to set up first.

Support tickets period

Automatic Support tickets counts open tickets from a set number of days back. The default is 30 days.

1. On the Support tickets card in Metric sources, click Change.
2. Pick 30 days, 60 days or 90 days.
3. Click Save.

Saving recounts Support tickets and recalculates the health score of every customer on Automatic.

Note

The buttons in Metric sources are for Organization Admins with edit permission. Manage on a customer needs edit permission.