Migrate from Brisk Support to HubSpot Service Hub

Brisk Support Tickets map directly to HubSpot Service Hub Tickets. We map ticket status (open, pending, resolved, closed), priority (low, medium, high, urgent), assignee (resolved to HubSpot User by email match), requester (mapped to HubSpot Contact by email), and the full conversation thread (customer replies and agent responses) into the HubSpot Ticket conversation timeline. Internal notes from Brisk Support migrate as internal Ticket Notes in HubSpot. Custom Brisk ticket attributes (Tier 3) require pre-creation of HubSpot custom ticket properties before import.

Brisk Support Customer records map to HubSpot Contacts with email as the dedupe key. We map name, email address, phone, company name, and any custom attributes. Company name from Brisk Support creates or matches a HubSpot Company record via domain lookup. Customer-to-ticket associations are preserved as Ticket associations to the Contact record in HubSpot. Any Brisk Custom Attributes on the Customer (Tier 3) map to HubSpot Contact Properties, requiring pre-creation of the property schema in HubSpot before import.

Brisk Support Agents map to HubSpot Users by email address. We extract the agent name, email, and role (admin, agent) from Brisk Support and match by email against the HubSpot destination User records. Brisk Support does not publish a roles and permissions API, so fine-grained permission sets require manual replication in HubSpot. Agents without a matching HubSpot User are held in a reconciliation queue for the customer's admin to provision before record import resumes.

Brisk Support Queues map conceptually to HubSpot Service Hub Inboxes. Brisk queues are named organizational units with routing rules attached; HubSpot Inboxes are shared team inboxes that tickets are assigned to. We map queue names to new HubSpot Inboxes created during setup, but routing rules (agent weighting, round-robin, conditions) are platform-specific and require manual rebuild in HubSpot's team and routing settings. We document the original Brisk queue names and routing logic as a structured handoff for the customer's admin.

Brisk Support Knowledge Base Articles map to HubSpot Knowledge Base Articles. We map article title, body content (HTML), category, publication status (draft, published), and slug. Article category structure from Brisk maps to HubSpot Knowledge Base sections. We flag internal hyperlinks within article bodies for manual update post-migration, as URLs pointing to Brisk Support domains will be broken in HubSpot. Article publication dates and last-modified timestamps are preserved in HubSpot metadata fields.

Brisk Support file attachments (images, documents, logs, screenshots) map to HubSpot Files. We export all current attachments from Brisk Support during the discovery and extraction phases before the Free-tier 60-day expiration window closes, storing them in a temporary file store, then upload them to HubSpot Files and attach them to the corresponding Ticket or Contact record by filename and ticket reference. Attachment references in ticket conversation threads are updated to point to the new HubSpot-hosted file URLs.

Brisk Support Routing Rules (weighting-based, round-robin, condition-based) determine which agent or queue a ticket is assigned to. These are configured within Brisk's Queue settings but have no export format. We capture the rule logic (conditions, weights, priority order, escalation triggers) as structured notes during discovery and deliver a routing-rule inventory document with step-by-step rebuild instructions for HubSpot's Ticket Routing and Team settings. Routing rules are not migrated as code and must be rebuilt manually post-migration.

Brisk Support Escalation Rules define time-based escalation paths (e.g., escalate to supervisor after 4 hours unresolved). We document the escalation conditions, time thresholds, escalation targets, and notification triggers as structured notes during discovery. HubSpot Service Hub Professional and Enterprise support SLA policies and escalation workflows; we map the original Brisk escalation tiers to HubSpot SLA policy stages and provide a rebuild guide. Escalation logic requires manual re-implementation in HubSpot's SLA and workflow builder.

Brisk Support Custom Attributes on Tickets are available only on Tier 3. We map the custom attribute name and value to a HubSpot custom property (Ticket Property for ticket-level attributes, Contact Property for customer-level attributes), creating the destination property in HubSpot before migration. Brisk's per-organization custom attribute schema requires field-level mapping per migration because attribute names and types vary by account. We flag any custom attributes that do not have a direct HubSpot type equivalent for the customer to decide on a fallback (text, number, or dropdown).

Brisk Support Reports (agent activity, queue performance, response time, resolution time) can be exported as aggregate data but have no structured API export format. We export available report data in CSV format during discovery, flagging it as a reference dataset for the customer to use when rebuilding HubSpot native reports. HubSpot Service Hub reports are rebuilt manually in the analytics dashboard post-migration using migrated ticket data as the source.

HubSpot Service Hub includes the CRM Company object by default on all tiers. Brisk Support does not have a dedicated Company object; customer records hold a company name field. We extract the company name from Brisk Support Customer records, deduplicate by domain where available, and create HubSpot Company records before Contact import. This enables the HubSpot Contact-to-Company association that powers reporting across customers, deals, and support history in a single view.

Brisk Support ticket conversation threads (customer messages, agent replies, internal notes) map to HubSpot Ticket conversation records. Each message in the Brisk thread becomes a Conversation entry in HubSpot, with the original timestamp, sender (agent or customer), and message body preserved. This preserves the full support history inside the HubSpot Ticket timeline and is the primary engagement object for this migration.