Migrating from Freshdesk
How Freshdesk's Dispatch'r, Observer, and Supervisor map to UserHero Automations
Migrating from Freshdesk
If you're moving from Freshdesk, you'll find that UserHero's three automation types map directly to Freshdesk's three rule engines. The mental model is the same — only the names change.
The Mapping
| Freshdesk | UserHero | How it works |
|---|---|---|
| Dispatch'r | Triggers | Fires when a new item is created |
| Observer | Triggers | Fires when an item is updated |
| Supervisor | Scheduled Automations | Runs on a time-based schedule |
| Canned Responses | Macros | One-click action sequences |
Dispatch'r → Triggers (Feedback Created)
Freshdesk's Dispatch'r runs rules the moment a new ticket arrives. In UserHero, create a Trigger with the event set to Feedback Created. Conditions and actions work identically — match on category, source, priority, or keywords, then assign, tag, route, or notify.
Observer → Triggers (Feedback Updated)
Freshdesk's Observer fires when a ticket is modified — status change, reply added, field update. In UserHero, create a Trigger with the event set to Feedback Updated. Use this for re-open notifications, priority escalations, or routing when a field changes.
Supervisor → Scheduled Automations
Freshdesk's Supervisor runs on a schedule to catch items that have sat too long without action. In UserHero, create a Scheduled Automation with the same time-based conditions (last updated, created at) and apply the same escalation or close actions.
Canned Responses → Macros
Freshdesk canned responses are reply templates. UserHero Macros go further — they can include a reply, but also change status, add tags, reassign, or run any other action in one click. Convert each canned response into a Macro with a Send reply action, and add any additional actions you want to run at the same time.
Key Differences
- No email-to-ticket ingestion mapping required — UserHero Triggers match on feedback submitted through your widgets, not via email routing (unless you have Inbound Email configured)
- Macros are project-scoped — create a separate macro in each project where you need it
- Conditions use AND by default — switch to OR logic per condition group using the combinator toggle
- Stop on Match replaces Freshdesk's "Cascade" setting — enable it on any trigger to prevent lower-priority triggers from running
Migration Checklist
- List all active Dispatch'r rules → create one Trigger (Feedback Created) per rule
- List all active Observer rules → create one Trigger (Feedback Updated) per rule
- List all active Supervisor rules → create one Scheduled Automation per rule
- List all canned responses → create one Macro per response
- Enable triggers in the correct priority order (lower number = higher priority)