Data Migration from Thena

Last updated: April 28, 2026

Migrating data from Thena comes with significant limitations and known data quality issues. Thena does not maintain a stable API and is in the process of sunsetting its product, meaning data is fragmented across multiple API versions with no consistent structure. Based on experiences with previous customers who have migrated from Thena, you should expect at a minimum the following issues:

  • Inaccurate requesters — the requester field is often incorrect, missing, or contains nonsense data, and cannot be reliably attributed to the right contact.

  • Bot accounts as requesters or assignees — Thena's data frequently shows a bot as the requester or assignee rather than the actual human involved in the conversation.

Because these data quality issues originate on Thena's side and are outside of our control, Pylon cannot guarantee a clean data migration from Thena. We will do our best to import what is available, but the accuracy and completeness of the migrated data is ultimately dependent on what Thena exposes through their API.

This guide will help you migrate from Thena to Pylon. You might have different sources connected to Thena (Slack, Teams, Email) - depending on those sources the cutover and the migration might be more / less complex. Talk to your AE about a data migration to make sure that we cover what you are looking for.

This migration will bring over the tickets in a closed state, meaning neither you or the customer can reply on these tickets from Pylon.

For the overall process, see 📄 Migrating your Data to Pylon

What we'll need from you

To facilitate a smooth migration, please prepare the following:

  • Access Credentials: Administrator-level access to your current help desk platform to extract necessary

  • Data Scope Definition: A clear outline of the data you wish to migrate, including tickets, contacts, custom fields, and knowledge base

  • Field Mapping Information: Details on how your current fields correspond to Thena's fields, especially for custom

  • Your users should already be invited to Pylon

Supported Fields

Thena

Pylon

Help desk

Knowledge Base

Users

Users

Accounts

Accounts

Contacts

Contacts

Tickets

Issues

Additional Considerations

  • Pylon allows for the creation of custom fields to match those from your source platform, facilitating a seamless transition.

  • All attachments associated with tickets and knowledge base articles can be migrated from Thena