Migrate from Mava to Freshdesk

Mava's Conversations map directly to Freshdesk Tickets. The conversation message thread, timestamps, channel source (Discord, Telegram, or web), and participant metadata transfer as-is. Status values from Mava (open, pending, resolved, closed) map to Freshdesk ticket_status equivalents. We preserve the original channel source as a custom field if the customer needs to filter by Mava origin after migration.

Mava conversation metadata (custom fields set by bot rules, channel-specific attributes) migrates to Freshdesk custom ticket fields. We pre-create matching custom fields in Freshdesk before migration so that field values land in the correct places. If Mava uses custom fields not yet defined in Freshdesk, we create them during the schema phase.

Mava's AI bot intents and automated responses are stored as per-channel JSON payloads that do not have a direct Freshdesk equivalent. We extract the full intent catalog across all Discord, Telegram, and web channels, consolidate duplicate intents, and document the intent-to-response mapping in a structured JSON manifest. The customer's Freshdesk admin uses this manifest to rebuild equivalent rules in Freshdesk's Scenario Builder or Freddy AI Copilot. This is a documentation deliverable, not an automated migration.

Mava community members identified by Discord ID or Telegram ID map to Freshdesk Contacts. Where a Discord or Telegram user has a resolvable email, we link it to the Contact record directly. Where the identity cannot be resolved to an email, we create a Contact with the platform ID stored in Freshdesk's external_id field and flag the record for enrichment. Multiple Mava channel identities for the same individual are merged into a single Contact where the platform IDs are linked.

Mava agents (support team members with name, email, role, and assignment rules) map directly to Freshdesk Agents. We resolve by email match. Any Mava agent without a matching Freshdesk Agent account goes to a reconciliation queue for the customer's admin to provision before migration resumes. Group and team assignments on agents map to Freshdesk Groups.

Mava team structures (name and member list) map directly to Freshdesk Groups. We preserve team-to-member assignments by resolving each member's email to the corresponding Freshdesk Agent. If Mava teams have routing rules tied to SLA policies, we document those during scoping and advise whether Freshdesk's Group-based routing supports the equivalent behavior.

Mava conversation tags transfer as-is to Freshdesk Tags. Tags are simple key-value strings on both platforms, so no transformation is required. If the customer uses tag-based reporting in Mava, we ensure tag names are preserved exactly so that Freshdesk reporting by tag reflects the original data.

Mava webhook configurations (endpoint URLs, trigger conditions, and customer-defined payload structures) are extracted and documented in the migration manifest. Webhook payloads vary by customer and lack a standardized schema, so we cannot transform them automatically. We deliver a written webhook inventory listing each endpoint URL, trigger event, and payload sample so the customer's admin can recreate equivalent webhook integrations in Freshdesk's Outbound Webhooks app.

Mava SLA policies (first-response and resolution time targets tied to channels or teams) map to Freshdesk SLA Policies if the destination Freshdesk plan supports them. SLA policies are available on Estate and Forest tiers. If the customer is on a lower tier, we document the SLA configuration for rebuild once they upgrade or advise on Freshdesk's built-in business hours and time-based workflows as alternatives.