Migrate from ThinkOwl to Freshdesk

ThinkOwl Cases map to Freshdesk Tickets. Each Case contains an embedded customer object accessible via embed=customer in the API; we extract the customer fields first, create the Contact record in Freshdesk, then create the Ticket linked to that Contact. ThinkOwl Case status (New, Open, In Progress, Resolved, Closed) maps to Freshdesk Ticket status (Open, Pending, Resolved, Closed). Source channel (email, WhatsApp, chat, voice, social) migrates as the Freshdesk type field value.

ThinkOwl embeds customer records inside Cases rather than referencing standalone Contact IDs. We extract each unique customer record from Cases and deduplicate by email before importing into Freshdesk as standalone Contacts. ThinkOwl contact properties (name, email, phone, company association, custom contact fields) map to Freshdesk Contact fields. Where the same customer appears in multiple Cases, we create a single Freshdesk Contact and link all related Tickets to it.

ThinkOwl assigns custom fields a cf-prefix system identifier (cf101000, cf101001, etc.) exposed only in the API response. We extract both the admin UI label and the system code during field inventory, then map each to a Freshdesk custom ticket field or custom contact field. Freshdesk auto-assigns a numeric field_id on creation; we preserve the original ThinkOwl cf code in a field mapping table for audit and reconciliation.

ThinkOwl time entries attached to Cases migrate as Freshdesk time_entries. Each time_entry links to the parent Ticket by ticket_id, records the agent, duration, and billable flag. Freshdesk's time_entry API requires the parent Ticket to exist before the time entry is inserted, so we import Tickets first and then batch-insert time entries in the correct dependency order.

ThinkOwl stores files via its Fileee module and associates them with Cases. We export attachments by filename reference and re-associate them to the corresponding Freshdesk Ticket using the Freshdesk attachments API. File size limits in Freshdesk are 15 MB per attachment; we flag any Fileee files exceeding this threshold and advise on splitting or linking to external storage.

ThinkOwl Drafts are a separate API object for unsent replies. Migrating them as open Freshdesk Tickets creates duplicate active tickets and risks triggering auto-escalation. We import draft content as internal notes on the parent Ticket with a [ORIGINAL_DRAFT] prefix, preserving the in-progress text for agent review without creating new active work items.

ThinkOwl's Business Hours API defines support operating windows used for SLA calculations. We migrate business-hours configurations as Freshdesk Schedules (Admin > Workflows > Schedules). Freshdesk's SLA engine references these schedules by name during Ticket creation. If ThinkOwl SLAs use multiple schedule profiles (holiday, extended hours, weekend coverage), we recreate each as a separate Freshdesk Schedule and map SLA policies accordingly.

ThinkOwl agent records include name, email, role, and team assignment. We map agent identities by email match against Freshdesk's agent table. Any ThinkOwl agent without a corresponding Freshdesk agent account goes into a reconciliation queue; the customer provisions the missing agent in Freshdesk before migration resumes. Inactive ThinkOwl agents map to Freshdesk agents with the same status.

ThinkOwl Teams define agent groupings and routing rules. We map ThinkOwl Teams to Freshdesk Groups (Admin > Agents > Groups). Routing rule logic (which team receives which case type) is exported as part of the workflow inventory and documented for manual rebuild in Freshdesk's Group routing rules and automation conditions.

ThinkOwl Tags are flat string labels applied to Cases. We migrate tags as-is to Freshdesk Tags. Freshdesk supports tag creation on import; no semantic translation is applied. Tag names must be an exact match between source and destination. If the customer used spaces or special characters in ThinkOwl tag names, Freshdesk normalizes them on import.

ThinkOwl Modules define structured conversation flows as JSON objects with elements, steps, and conditional logic. We export Module definitions as a written specification document. Freshdesk's automation model uses IF-THEN rule conditions rather than a visual flow builder, so the customer's admin uses the exported module logic to configure equivalent Freshdesk workflow rules and ticket creation templates.