Migrating from Zendesk

If you're moving from Zendesk, UserHero's automation types are a direct 1:1 replacement. The names are the same and the behavior is nearly identical.

The Mapping

Triggers → Triggers

Zendesk Triggers fire when a ticket is created or updated and conditions match. UserHero Triggers work the same way — choose Feedback Created or Feedback Updated as the event, add conditions, and add actions.

The condition categories available in UserHero (category, priority, status, widget, message keywords) cover the most common Zendesk trigger conditions. Ticket fields without a direct equivalent can be approximated with tags.

Automations → Scheduled Automations

Zendesk Automations run hourly and apply time-based conditions (hours since created, hours since last updated). UserHero Scheduled Automations work exactly the same way — pick a schedule interval, add time-based conditions, and apply actions.

The key difference: UserHero lets you choose any schedule interval (hourly, every 4 hours, daily) rather than Zendesk's fixed hourly cadence.

Macros → Macros

Zendesk Macros are one-click action sequences applied to individual tickets from the agent interface. UserHero Macros work identically — build a sequence of actions, name the macro, and run it from any feedback item's detail panel.

UserHero Macros can include the same action types as Zendesk: set status, set priority, add tags, assign, add internal note, and send reply to the customer.

Key Differences

• No Views equivalent — UserHero's inbox uses filters and workflows instead of Zendesk Views
• No Ticket Forms — UserHero uses custom fields and widget configuration instead
• Macros are project-scoped — create a separate macro in each project where you need it
• Stop on Match — enable on any trigger to prevent lower-priority triggers from running, similar to Zendesk's trigger ordering behavior
• Conditions use AND by default — switch to OR using the combinator toggle per condition group

Migration Checklist

• List all active Zendesk Triggers → create one UserHero Trigger per rule
• List all active Zendesk Automations → create one Scheduled Automation per rule
• List all Zendesk Macros → create one UserHero Macro per macro
• Review trigger priority order (lower number = higher priority in UserHero)
• Test each critical trigger on a feedback item before going live