Migrate from Heyday AI to Freshdesk

Heyday conversation threads map to Freshdesk Ticket records with the conversation thread reconstructed as Ticket Description and threaded Replies. Heyday stores conversation messages with timestamps, sender role (customer or agent), and channel metadata. We transform this into Freshdesk's Ticket format using the conversation_start_timestamp as Ticket created_at, the last message timestamp as Ticket updated_at, and the channel value (chat, social, email) mapped to Freshdesk's type field. Conversation tags from Heyday migrate as Freshdesk Tags. Where Heyday conversation threads reference specific Products or Orders, those references are preserved as text in the Ticket description and optionally pulled into Freshdesk Custom Objects if the customer configures them.

Heyday customer profiles (name, email, phone, e-commerce platform ID) map directly to Freshdesk Contact records. We use email as the primary dedupe key during import. Heyday-specific custom properties built inside Heyday's customer schema are mapped to Freshdesk Contact custom fields if those fields are pre-created in Freshdesk; if not, they are noted in the migration handoff as fields requiring admin configuration before a follow-on sync. Heyday customer profiles sourced from connected e-commerce platforms (Shopify, Magento) are identified by their external_id field and mapped to the Freshdesk Contact's unique ID for downstream reference.

Heyday customer records that include a company or brand affiliation map to Freshdesk Company records. We map the company name from Heyday to Freshdesk Company name, and resolve the Contact-to-Company relationship during import using Heyday's customer_company_id or equivalent field. Freshdesk requires at least 10 Tickets in the account before importing Contacts via CSV, so we validate this prerequisite is met before running the bulk import phase.

Heyday agent accounts (human agents assigned to conversations) map to Freshdesk Agent records. We extract agent identities from Heyday's admin UI or Hootsuite backend access where available, matching by email address to the Freshdesk Agent. Agent role and permission sets from Heyday (admin, agent, viewer) are mapped to Freshdesk's Agent Groups and Roles configuration. Any Heyday-specific roles that have no Freshdesk equivalent are documented in the handoff for manual role assignment post-migration.

Heyday pulls product data from connected e-commerce platform integrations rather than storing products natively. During migration we identify which Products are referenced in conversation threads and extract the product name, SKU, and price where present. These are mapped to Freshdesk Products if the customer is on a Freshdesk plan that includes the Product Catalog feature, or to Freshdesk Custom Objects (configured as Products) on the Products object if the customer prefers a flexible schema. Product references in ticket descriptions are preserved as plain text regardless of whether a formal product record exists in Freshdesk.

Heyday does not hold order data natively — order tracking queries pull from connected e-commerce platforms. We extract order references appearing in conversation threads (order ID, status, line items, amounts) and map them to Freshdesk Custom Objects configured as Orders, with fields for Order ID, Status, Customer (lookup to Contact), Total Amount, and Currency. Freshdesk's Custom Object documentation shows this as a supported pattern for e-commerce order tracking linked to Tickets and Contacts. We pre-create the Custom Object schema before migration so that order references can be linked via lookup fields during the import phase.

Heyday's conversation tagging schema (labels applied to conversations for categorization, intent tracking, or routing) maps to Freshdesk Tags. We extract the full set of unique tag values from Heyday conversation exports, map each tag name directly to a Freshdesk Tag, and apply them to the corresponding Ticket records during migration. Freshdesk Tags are applied per-Ticket rather than globally, matching Heyday's per-conversation tagging model. Note that Freshdesk does not currently support exporting tags by contact filter, so tag migration is applied at the Ticket level only.

Heyday connects to 20-plus apps including Shopify, Magento, Facebook Messenger, Instagram, and WhatsApp. During migration we identify which integration connectors are active in Heyday and document each with its equivalent in Freshdesk's app ecosystem or API capability. Freshdesk's App Marketplace lists integrations for Shopify, Magento, WhatsApp, and major social channels. We do not migrate integrations as live connections; we deliver an integration inventory specifying the Freshdesk App or webhook configuration required to recreate each active Heyday integration post-migration.