Migrate from Heyday AI to Zendesk

Heyday conversation threads map to Zendesk Tickets. Each Zendesk Ticket captures the conversation subject, description (first message), requester (customer), assignee (agent), status, priority, tags, and channel metadata. The channel field on the Zendesk Ticket reflects the original source channel (web chat, Facebook Messenger, Instagram, WhatsApp) pulled from Heyday's conversation metadata. Timestamps on Zendesk Comments preserve the original message timestamps from Heyday for full conversation timeline fidelity.

Individual messages within a Heyday conversation thread map to Zendesk Comments on the corresponding Ticket. We preserve the sender role (customer, agent, bot) using the Comment author field, and internal notes in Heyday map to Zendesk internal Comments. Any bot-generated auto-responses are flagged with a system-generated author note for the customer's admin to review. Message attachments migrate as Zendesk Ticket Attachments linked to the Comment.

Heyday customer profiles (pulled from connected e-commerce platforms or created during chat) map to Zendesk End Users. We map the customer's name, email, phone, and any custom properties stored in Heyday to Zendesk user fields or custom user fields. Heyday-specific customer identifiers are preserved in a custom field heyday_customer_id__c for audit. If a customer appears across multiple Heyday conversations, we deduplicate by email at migration time to produce a single Zendesk End User record.

Heyday product catalogue data (synced from connected e-commerce platforms) maps to Zendesk Article or Custom Object depending on the customer's use case. If the migration includes a product reference workflow where agents look up product information during support conversations, we map product records to a Zendesk Custom Object called Product_Reference__c with fields for name, SKU, category, and any pricing or inventory attributes carried in Heyday. The customer selects the preferred schema during scoping.

Heyday order tracking queries rely on e-commerce platform integrations rather than holding order data natively. We extract any order references surfaced in Heyday conversation metadata (order ID, status, product items, customer reference) and map them to a Zendesk Custom Object called Order_Reference__c. This object links to the Zendesk End User via a lookup relationship and stores order ID, status, total, and date. Native order management remains in the e-commerce platform; we preserve the reference context for agent visibility inside Zendesk tickets.

Heyday human agent accounts and assignment rules map to Zendesk Agent User records. We resolve agents by email match against the Zendesk destination. Any Heyday-specific role (bot operator, social manager, escalation tier) is preserved in a custom user field heyday_role__c. Agent group assignments in Heyday map to Zendesk Groups, and individual ticket assignments map to Zendesk Agent assignments at the Ticket level. Inactive Heyday agents are migrated as inactive Zendesk Users for historical record integrity.

Heyday conversation tagging schemas vary by implementation and may include channel tags, topic tags, sentiment flags, or custom internal labels. We extract all tags applied to conversations during the migration window and map them to Zendesk Tags on the corresponding Tickets. Tag naming conventions are preserved as-is; tag hierarchies in Heyday (if any) are flattened to a flat tag namespace in Zendesk. We document the complete tag taxonomy during discovery so the customer can reorganize if needed.

Heyday FAQ automation flows contain trained question-and-answer pairs that are not exposed as exportable data. We perform a discovery walkthrough of the Heyday bot configuration, document every observed FAQ intent and its corresponding answer, and produce a written handoff specification for the customer's admin to recreate in Zendesk Guide as Articles and in Zendesk AI Agents as Answer intents. The specification includes the original question phrasings, answer text, and any conditional routing rules observed.

Heyday connects to 20-plus external platforms including Shopify, WooCommerce, Magento, Facebook, Instagram, and WhatsApp. We audit all active integrations during discovery and document each connection's purpose, data flow direction, and Zendesk equivalent. For e-commerce integrations (Shopify, WooCommerce), we recommend reconnecting via Zendesk's native apps or the Zendesk Shopify integration. Social integrations require reconfiguration in Hootsuite post-migration if Hootsuite remains in use. We do not migrate integrations as live connections; we deliver a connection map for the customer's IT team to rebuild.

Heyday conversation threads carry metadata beyond the message text, including conversation source channel, customer locale, bot vs. human routing outcome, and any custom fields configured inside Heyday's admin. We map these to Zendesk Ticket custom_fields with matching data types (text, dropdown, checkbox, date). Custom field creation in Zendesk is done via the Admin API before migration begins. Any Heyday custom fields that cannot be mapped to a typed Zendesk field are stored as a private internal Comment on the Ticket for manual review.