Migrate from Capacity to HubSpot Service Hub

Capacity Tickets map directly to HubSpot Tickets. The Capacity ticket ID is preserved in a custom ticket property hs_migration_source_id__c for audit traceability. Ticket status (open, pending, resolved, closed) maps to HubSpot Ticket pipeline stages that we configure during schema alignment. Priority levels from Capacity (low, medium, high, urgent) map to HubSpot Ticket priority with type validation to ensure picklist values match exactly.

Each Capacity ticket conversation thread migrates as a series of HubSpot conversation records attached to the corresponding Ticket. We extract message body, author attribution (agent or customer), timestamp, and internal note flag. Internal notes in Capacity migrate as HubSpot conversation internal notes. Attachment references are preserved as links in the conversation body with a note flagging which files require manual re-attachment if they exceed HubSpot's file size limits.

Capacity KB articles map to HubSpot Knowledge Base articles. We extract article title, body content, category assignment, author, publish status, and slug URL. Rich formatting, embedded media, and version history are not preserved in the export and are flagged as post-migration cleanup items. The KB article slug from Capacity is stored in a HubSpot article custom property for URL redirection planning.

Capacity knowledge base categories migrate to HubSpot KB category folders. Nested category hierarchies are preserved as a folder structure in HubSpot. If the destination KB uses a flat category model, we flatten the hierarchy and note the reorganization in the migration report for the customer's admin to review.

Capacity agents and admins map to HubSpot Users. We resolve by email address match. User role in Capacity (agent, admin, viewer) maps to HubSpot permission tiers. Any Capacity user without a matching HubSpot User is flagged in the reconciliation report for the customer's admin to provision before ticket import begins because Ticket owner is a required field on HubSpot Tickets.

Capacity Teams map to HubSpot Teams. We preserve team name and membership. HubSpot's team-based ticket routing is configured after migration using the migrated team structure as the basis for Workflow triggers. Capacity team-based routing rules are documented but not migrated as automation because Capacity's routing logic is not accessible via the API.

Ticket and article attachments are extracted from Capacity and uploaded to HubSpot Files. Each file is linked back to the originating Ticket record via HubSpot's file-to-record association. Files exceeding HubSpot's 10 MB limit per attachment are flagged for the customer to host externally and link manually. We do not host files; we transfer them directly from Capacity's storage into HubSpot's file storage.

Tags applied to Capacity tickets for categorization migrate as metadata attached to the HubSpot Ticket. HubSpot does not have a native tag taxonomy for tickets, so we store tags as a comma-separated custom ticket property that the customer's admin can later migrate to a HubSpot enumeration or topic structure if desired.

Capacity custom fields on tickets and contacts require field-level mapping before migration. We extract the custom field definition (name, data type, picklist values) and create equivalent HubSpot custom properties. Picklist values are validated against HubSpot's allowed enumeration constraints. Any custom field types that do not have a HubSpot equivalent (such as Capacity-specific structured data types) are stored as text properties and flagged for the admin to evaluate for manual cleanup.

Capacity automation workflows, routing rules, and trigger configurations are not accessible via the API and cannot be migrated programmatically. We conduct a discovery session to document the current automation configuration including trigger conditions, routing assignments, SLA timers, and notification actions. We deliver a written automation inventory document with each workflow described in HubSpot Workflow-compatible terms so that the customer's admin can rebuild them in HubSpot's Workflow builder post-migration.

Connected integrations with Slack, Microsoft Teams, and other third-party tools are configured at the platform level in Capacity and are not included in data exports. We document the list of active integrations during discovery. The customer's admin must reconfigure each integration in HubSpot using HubSpot's native connection wizards for Slack and Microsoft Teams, and third-party integrations via HubSpot's App Marketplace or API.

Historical aggregated reporting metrics from Capacity (ticket volume, response time averages, resolution rates) are extracted and delivered as a CSV that the customer's admin can import into HubSpot Reports or a BI tool. We do not rebuild Capacity reports as native HubSpot reports because field-level metric definitions differ between platforms. The reporting data CSV serves as the baseline for rebuilding reports in HubSpot's reporting suite.