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.