Migrate from Thena to HubSpot Service Hub

Thena Requests map directly to HubSpot Service Hub Tickets. The Request Subject becomes Ticket Subject, Description becomes Ticket body, Status maps to HubSpot Ticket Status, and Thena Priority maps to HubSpot Priority. Thena sub-status values are extracted during scoping and configured as Ticket Status values under a HubSpot Ticket pipeline before migration. We preserve the Thena request number as a custom ticket property for cross-reference audit trails.

Thena Accounts map to HubSpot Companies. The Thena account domain field populates the Company Website, and the account name maps to Company name. We use the account domain as a dedupe key during Company import to prevent duplicate records. Account-to-contact relationships in Thena carry through via the account_id reference resolved at migration time, so the HubSpot Company is inserted before any Contact records that reference it.

Thena Users (agents and admins) map to HubSpot Users by email match. We export all Thena users with name, email, and role, then match against the destination HubSpot account's User roster. Any Thena user without a matching HubSpot User is placed in a reconciliation queue for the customer's HubSpot admin to provision before record import resumes. Inactive Thena users migrate with their records but are set to inactive in HubSpot.

Thena Conversations (nested under Requests via GET /rest/v2/requests/{id}/conversations) are reconstructed as threaded reply records inside the corresponding HubSpot Ticket. We preserve the original message timestamp, author (agent or customer), and content body. The first Conversation in a thread becomes the initial Ticket description; subsequent Conversations become reply records ordered by timestamp.

Thena custom fields are retrieved via GET /rest/v2/custom-fields during scoping, and their schemas (field type, options, required flag) are mapped to equivalent HubSpot Ticket custom properties. Dropdowns map to HubSpot dropdown or radio select; booleans map to HubSpot booleans; text fields map to single-line text or multiple-line text based on length. We create the destination custom property schema in HubSpot before any Ticket records are imported.

Thena sub-statuses are extracted as a workspace-level tree under main statuses (Open, In progress, On hold, Closed). We build a HubSpot Ticket pipeline for each Thena workspace represented in the migration scope, configure the corresponding Status values to match the sub-status tree, and map each Thena sub-status to its HubSpot Status equivalent. Customers with multiple Thena workspaces receive multiple HubSpot Ticket pipelines, each scoped to its original workspace context.

Thena Workflows built from Triggers, Conditions, and Actions (status change, assignee change, custom field change, Slack notification) are exported as structured JSON summaries documenting each workflow's trigger type, conditions, and action chain. We do not migrate Workflows as executable code to HubSpot because the trigger-event and action models differ fundamentally. The written inventory is handed to the customer's HubSpot admin for rebuild in HubSpot Workflows or HubSpot Operations Hub.

Thena Form definitions and field schemas are exported and mapped into HubSpot Ticket or Contact records based on the form submission's target object. Form submission data migrates as Ticket records (if the form creates a support request) or Contact properties (if the form collects contact information). The form UI itself does not migrate; we recommend HubSpot Forms or a customer portal Experience Cloud form as the replacement.

Thena AI-detected sentiment, urgency, and AI tag fields transfer to HubSpot as ticket custom properties where they are populated. AI fields that are null on older historical tickets are flagged in the migration validation report with a coverage percentage per time period. We do not re-run Thena's AI inference pipeline against migrated tickets; AI enrichment continues in HubSpot via Breeze AI on the customer's own data going forward.

Thena routes Requests into Slack channels based on workspace routing rules. HubSpot does not route into Slack natively; instead, HubSpot's Conversations inbox aggregates across channels. We document each Thena Slack-channel routing rule as a HubSpot Workflow trigger condition so that the customer's admin can replicate the routing logic in HubSpot by setting ticket properties or assignments based on channel source.

Thena does not host a native Knowledge Base, but linked resources and form submission content inform article structure. We export any URLs, linked articles, or resource references from Thena Request descriptions and conversation threads and deliver them as a structured content inventory. The customer builds HubSpot Help Desk Articles using this inventory; we do not build the articles themselves.

Thena SLA configurations (if configured in the workspace) are exported as structured summaries documenting response and resolution time thresholds per plan tier or workspace. HubSpot Service Hub Enterprise supports SLA policies tied to Ticket pipelines and SLAs. We map Thena SLA tiers to HubSpot SLA policies and document the mapping; SLA enforcement in HubSpot is configured by the customer's admin post-migration.