Migrate from BoldDesk to HubSpot Service Hub

BoldDesk Tickets map to HubSpot Service Hub Tickets. We map status (Open, Pending, Resolved, Closed), priority (Low, Normal, High, Urgent), source channel (Email, Chat, Social, Web Form), and ticket category to HubSpot Ticket properties. BoldDesk's conversation threads migrate as HubSpot Ticket conversations with timestamp and author preserved. Any BoldDesk custom ticket fields (dropdown, boolean, date) must be pre-created in HubSpot as matching property types before migration begins. BoldDesk's group assignment maps to HubSpot Ticket owner or team assignment.

BoldDesk Contact records (name, email, phone, organization, custom fields) map to HubSpot Contact. The Contact email field serves as the dedupe key. BoldDesk custom contact fields migrate to HubSpot Contact properties of equivalent type. We resolve BoldDesk contact group membership by creating HubSpot static lists and populating them with the associated Contact email addresses post-import, since HubSpot has no native Contact Group object.

BoldDesk Contact Groups organize contacts for bulk operations, SLA policies, and ticket routing. HubSpot Service Hub has no equivalent Contact Group object. We handle this by creating HubSpot Static Lists for each BoldDesk Contact Group, importing contacts into those lists after the primary Contact import completes. Alternatively, if Contact Groups map to organizational units, we create Company records in HubSpot and associate contacts to those companies. The customer selects the strategy during scoping based on how Contact Groups are used in their BoldDesk workflows.

BoldDesk Agent records (user accounts, roles, permissions) map to HubSpot Users. We resolve agents by email match against the HubSpot portal's User list. BoldDesk role names and permission levels map to HubSpot Roles and Teams where possible, but complex custom role hierarchies may require manual HubSpot permission configuration post-migration. Any BoldDesk agent without a matching HubSpot User is held in a reconciliation queue.

BoldDesk KB articles are authored as HTML content with category assignments and optional attachments. We export the article body, title, category path, and attachment metadata. Post-migration formatting review is standard because BoldDesk HTML may include embedded images, interactive widgets, or styling that renders differently in HubSpot's knowledge base. Large embedded media files may require re-uploading to HubSpot's file manager. HubSpot's pre-built Knowledge Base Importer is an alternative for teams with large KB volumes who prefer to use HubSpot's native import flow instead of FlitStack AI direct transfer.

BoldDesk KB categories form a hierarchical folder structure. We preserve the category tree and re-create it in HubSpot's Knowledge Base folder hierarchy before article migration begins. Articles are re-linked to their corresponding HubSpot categories during import.

BoldDesk custom fields (text, dropdown, date, number, boolean) on Tickets and Contacts require pre-creation in HubSpot as typed properties before migration. We enumerate all active custom fields during scoping and confirm HubSpot property types match. Multi-select picklist fields in BoldDesk map to HubSpot multi-checkbox or single-select properties depending on the source field cardinality.

BoldDesk canned responses (reusable message templates with subject and body) map to HubSpot Snippets or Email Templates depending on use context. We export the full template text, any subject line, and folder structure. BoldDesk workflow triggers on canned responses do not transfer; HubSpot Snippets are manually inserted by agents rather than auto-triggered.

BoldDesk tags label tickets and contacts for categorization. We preserve all tag names and their associations. Tags migrate to HubSpot's tag model, which applies to both Contacts and Tickets. Tag filtering and visibility in HubSpot's UI follows HubSpot's tag behavior rather than BoldDesk's tag routing logic.

BoldDesk file attachments on tickets and knowledge base articles are downloaded from BoldDesk's storage and re-uploaded to HubSpot's file manager with original filename and content type preserved. Large attachments (>25 MB) may require direct URL upload or file hosting link insertion, as HubSpot file size limits apply per plan tier. We flag any BoldDesk attachment exceeding HubSpot's size limit during scoping.

BoldDesk workflow definitions (ticket routing, escalation rules, time triggers, SLA policies, canned response triggers) are exported as structured JSON during the discovery phase. HubSpot Service Hub automations are not created from this JSON because the logic models differ substantially. We deliver a written workflow inventory document with trigger, conditions, and action sequence for the customer's admin to rebuild in HubSpot's automation builder. This is a manual reconstruction step, not an automated migration.

BoldDesk's reporting and dashboard configurations are platform-specific runtime constructs and do not migrate. We do not export report definitions or dashboard layouts. The customer recreates reports in HubSpot Service Hub using the migrated ticket and contact data. HubSpot's reporting builder supports standard ticket reports (volume, response time, resolution time, CSAT) at Professional and Enterprise tiers.