Migrate from Thena to Freshdesk

Thena Requests map to Freshdesk Tickets with Subject as ticket subject, Description as ticket description, Status mapped to Freshdesk status (Open, Pending, Resolved, Closed) with sub-statuses flattened via configuration. Source channel (Slack, Email, MS Teams, Discord) maps to Freshdesk's type or source field. Sentiment and urgency values from Thena's AI export migrate as custom ticket fields in Freshdesk. We flag any Request closed by Thena's silent-fail workflow mechanism for manual status verification in Freshdesk before cutover.

Thena Accounts map directly to Freshdesk Companies. The account domain becomes the Company website field. Account-to-contact relationships in Thena resolve to Freshdesk Company records with associated Contact records, using account_id as the link. Freshdesk's Company model supports custom fields and industry classification that we map from Thena Account properties.

Thena Users map to Freshdesk Agents via email match. We extract user email, name, and role (Admin, Agent) and create Freshdesk Agent records with the corresponding Freshdesk role. Active and inactive status carries over; the customer's Freshdesk admin sets the agent group membership and permission profile after migration.

Thena Conversations nested under Requests via GET /rest/v2/requests/{id}/conversations migrate as Freshdesk Ticket replies. We reconstruct the full message thread preserving timestamps, internal versus public flags, and the user or agent attribution. Reply order is maintained by setting Freshdesk's reply timestamp to the original Thena conversation timestamp. Attachments from conversations migrate as Freshdesk ticket attachments linked to the corresponding reply.

Thena custom fields are retrieved via GET /rest/v2/custom-fields before migration. We map Thena field types (text, number, boolean, dropdown, multi-select) to Freshdesk equivalent field types. Dropdown values from Thena migrate to Freshdesk choice lists; multi-select maps to Freshdesk multi-select ticket fields. We pre-create all custom fields in Freshdesk before any ticket data imports to avoid import errors from missing field definitions.

Thena sub-statuses are per-workspace custom values under main statuses (Open, In progress, On hold, Closed). Freshdesk does not support per-workspace sub-status hierarchies. We extract the full sub-status tree during scoping and map each to either a Freshdesk ticket field (for classification) or a Freshdesk status value (if the customer agrees to flatten the hierarchy). We document the full sub-status tree in the migration summary so the customer's admin can decide the replacement configuration.

Thena Workflows built from Triggers, Conditions, and Actions do not migrate as code. We export the full workflow configuration as a structured JSON summary covering trigger type, condition logic, action sequence, and Slack notification endpoints. The migration package includes a written automation rebuild guide mapping each Thena Workflow trigger and action to Freshdesk's Automation rule builder from the Pro tier upward. Thena's mandatory-field-blocking on Close action is flagged as a functional difference that may require the admin to adjust condition logic in Freshdesk.

Thena Form submissions map into Freshdesk ticket records with the form submission data captured in ticket fields or the ticket description. Form definitions are exported as a schema summary and documented in the migration package so the customer's admin can rebuild equivalent Freshdesk forms (portal forms or chatbot flows) if required.