Migrate from CDESK to HubSpot Service Hub

CDESK Requests map to HubSpot Service Hub Tickets. Standard fields — title, description, status, priority, assignee, created/modified timestamps — migrate directly. We resolve CDESK's assignee to a HubSpot User by email match. SLA deadline and SLA name from CDESK migrate as custom ticket properties (cdesk_sla_deadline__c, cdesk_sla_name__c) so the customer's admin can reapply SLA rules post-migration. The mapping preserves original created and modified timestamps as HubSpot Ticket properties.

CDESK administrators extend the Request schema via Custom Properties. We extract these as key-value pairs during discovery, infer the HubSpot data type (string, number, date, boolean, single-select, multi-select, checkbox), and create equivalent custom ticket properties in HubSpot before import. Multi-checkbox properties in CDESK map to HubSpot multi-checkbox properties. All custom properties are registered as ticket properties so they appear in Help Desk views, filters, and automation triggers.

CDESK Deals track service contracts and revenue alongside service requests. They map to HubSpot CRM Deals, preserving deal name, amount, stage, close date, and any linked task structures. We resolve the HubSpot Contact or Company association at migration time via email domain matching or explicit linked-contact data. Deal tasks migrate as CRM Tasks attached to the Deal record.

CDESK enforces SLA and SLO deadlines as deadline timestamp fields and SLA name on each Request. The rule definitions — escalation paths, business-hour calendars, urgency conditions — may not be exportable as structured data from CDESK. We carry forward the SLA name and deadline timestamp on each Ticket as custom fields. The customer's HubSpot admin rebuilds SLA Policies in Service Hub settings post-migration using the preserved SLA names as the rule identifier.

Request Templates define the default structure for new tickets in CDESK and are configuration artifacts, not instance data. We do not export them as records. During discovery we inventory every Request Template with its field defaults, required fields, and assignment rules, and we deliver a written template map with HubSpot Help Desk equivalents so the customer's admin can recreate them in Service Hub's Ticket Templates settings.

Regular Requests automate ticket creation on a schedule in CDESK and are scheduling rules rather than data records. We flag their existence and execution schedule during discovery and document the automation intent (daily report request, weekly status digest, monthly contract renewal reminder) so the customer can rebuild equivalent HubSpot Workflows or HubSpot Operations Hub automations post-migration.

File attachments on CDESK Requests and Deals migrate as binary blobs stored alongside the parent Ticket or Deal in HubSpot. We preserve filenames, attachment order, and MIME type. Attachments exceeding 10 MB require chunked upload via the HubSpot Files API. The HubSpot Files API handles deduplication by filename within a record, so duplicate attachments across multiple tickets land as separate file references.

CDESK assignees map to HubSpot Users. We resolve by email address. Any CDESK Owner without a matching HubSpot User is placed in a reconciliation queue for the customer's admin to provision before record import proceeds. Owner records that resolve to inactive HubSpot Users are flagged with a warning because inactive users cannot own active Tickets in Service Hub.

CDESK's Priority View is a filtering and sorting configuration for the request list, not a data object. We do not migrate it directly. Priority values (Low, Medium, High, Critical) and SLA deadline fields on each Request are preserved so the customer can configure equivalent Help Desk Views in HubSpot Service Hub with the same sort order and filter conditions.

If CDESK exposes Company or customer organization records (distinct from the request submitter), these map to HubSpot CRM Companies. We create the Company record before importing related Tickets so that the Company-Ticket association is satisfied at insert time. CDESK records that contain customer organization data embedded in Request fields are parsed and upserted into HubSpot Companies using the organization name as the dedupe key.

CDESK Request comment threads migrate as HubSpot Ticket Conversations. Each comment preserves author, timestamp, body text, and privacy flag. Internal notes in CDESK map to private replies in HubSpot Service Hub if the privacy distinction is captured in the export; otherwise they map to standard ticket replies. Comment attachments migrate as HubSpot file attachments on the Ticket.

CDESK Request status values (Open, In Progress, Closed, Pending) map to HubSpot Help Desk pipeline stage values. We create a default Help Desk pipeline in HubSpot Service Hub during schema setup and map each CDESK status to the closest equivalent HubSpot stage. If the customer uses multiple CDESK pipelines, we create corresponding HubSpot Help Desk pipelines and map ticket pipeline assignments accordingly.