Migrate from Hiver to Freshdesk

Hiver Conversations map to Freshdesk Tickets. Each Conversation thread inside a Shared Inbox becomes a Ticket with the Gmail thread subject preserved as Ticket Subject, assignee mapped from Hiver assignee to Freshdesk agent_id, and status translated from open/pending/closed to open/pending/resolved respectively. The original Hiver conversation ID is stored in a custom field for reconciliation. Shared Notes attached to the Conversation migrate as internal Ticket Notes visible to agents but not the requester.

Hiver Shared Inboxes are top-level containers without a direct Freshdesk equivalent because Freshdesk organizes by Group, Product, or both. During scoping we confirm whether the customer's Shared Inbox structure maps to Freshdesk Groups (agent routing), Products (product-category routing), or a combination. Each Shared Inbox becomes one or more Freshdesk Group or Product entries, and Conversations inherit the mapping from their source Inbox. This is a manual configuration decision confirmed with the customer before migration.

Hiver Contact records export as a discrete data type and map directly to Freshdesk Contact. The email address is the dedupe key. If the same contact appears both as a standalone Hiver Contact and within Conversation thread metadata, we deduplicate by email and carry forward the most recent name, phone, and company values. Any contact without an email address is held in a manual review queue because Freshdesk requires email for Contact creation.

Hiver tags applied at the Conversation level export as flat labels and map directly to Freshdesk Tags. Tag names and character casing are preserved exactly. If the customer uses tags as a routing signal, we recommend confirming during scoping that the tag taxonomy maps cleanly to Freshdesk's tag model, which supports multi-value tagging on Tickets but not at the Contact or Company level by default.

Shared Notes are internal comments attached to Hiver Conversations and visible to all team members. They map to Freshdesk internal notes on the corresponding Ticket. We confirm with the customer during scoping whether any Shared Notes should be migrated as public Replies instead of internal Notes, since platforms interpret note visibility differently. The author and timestamp of each Shared Note are preserved on the Freshdesk note record.

Hiver Email Templates export as discrete objects with body, subject, and variable placeholders intact. We import them into Freshdesk Templates using the Freshdesk v2 API. Template body HTML and any conditional logic written in Hiver's template syntax require review in Freshdesk's template editor because the variable syntax differs between platforms.

Hiver Shared Drafts are unsent email replies saved within Conversations. We export them as draft records. Freshdesk's API supports draft creation via the Reply endpoint with draft=true, but bulk draft import is not guaranteed across all Freshdesk tiers. We confirm draft acceptance during the scoping demo and flag any draft records that cannot be imported so the customer can decide whether to recreate them manually.

Hiver Agent records (name, email, group membership) map to Freshdesk Agent records by email match. Agent group assignments in Hiver's Shared Inbox model translate to Freshdesk Group membership. Any Hiver agent without a matching Freshdesk agent is placed in a reconciliation queue for the customer's Freshdesk admin to provision before record import begins.

Hiver SLA policies define business hours and response and resolution deadlines enforced at the Shared Inbox level. We extract the SLA configuration and map it to Freshdesk SLA Policies, which can be applied at the Ticket, Contact, or Account level. Multi-timezone SLA policies in Hiver require confirmation that Freshdesk's business hours configuration supports the same timezone coverage.

Hiver custom fields on Conversations (such as order IDs populated by AI Extract) export as structured data with field name and value. We map each Hiver custom field to a Freshdesk Custom Field of equivalent type: text fields to text, dropdowns to dropdown, numeric values to number fields. We pre-create all custom fields in Freshdesk before migration so the Ticket import can populate them directly.

CSAT survey responses tied to resolved Hiver Conversations export with score, response text, and associated Conversation ID. We map them to Freshdesk Satisfaction Ratings on the corresponding migrated Ticket. Survey configuration (questions, rating scale) does not migrate; we document the original Hiver survey setup so the customer's admin can configure equivalent satisfaction surveys in Freshdesk.

Hiver's CSV analytics export is forward-looking only — it captures report data from the export date forward and does not backfill historical SLA, CSAT, or volume metrics. We extract whatever CSV data is available and deliver it alongside the migration. The customer should download any historical analytics they need from Hiver before the migration window. Post-migration reporting begins fresh in Freshdesk's native reporting module.