Migrate from ClickDesk to HubSpot Service Hub

ClickDesk helpdesk tickets map to HubSpot Tickets with subject, description, status, priority, and agent assignment preserved. We map ClickDesk status values (Open, Pending, Resolved, Closed) to HubSpot ticket pipeline stages, and ClickDesk priority (Low, Medium, High) to HubSpot Priority property. All migrated tickets retain their original creation timestamp. ClickDesk ticket IDs are stored in a custom property cd_ticket_id__c for audit trail and cross-referencing.

Live chat sessions from ClickDesk map to HubSpot Conversations as channel = chat. Each conversation captures the visitor name or email (mapped to a HubSpot Contact if an email exists), the agent who handled the session, message timestamps, and full message thread. If no Contact record exists in HubSpot for the visitor email, we create a minimal Contact record before linking the conversation.

ClickDesk offline messages are messages submitted when no agents are online. We import these as HubSpot Tickets with the source channel flagged as Offline and the creation timestamp preserved. The subject line is extracted from the offline message subject field; the message body becomes the ticket description.

Facebook and Twitter messages pulled into ClickDesk via the Social Toolbar map to HubSpot Conversations with channel = social and the specific social network flagged as a custom property cd_social_source__c. Message threads, timestamps, and agent replies are preserved in the conversation body. We map the originating social profile URL to a custom property for reference.

ClickDesk agent profiles (name, email, department) map to HubSpot Users. We match by email address against the destination HubSpot portal. Any agent without a pre-existing HubSpot User account is flagged in the reconciliation report for the customer's admin to provision before the record import phase. Role-based permissions (admin, supervisor, agent) require manual configuration in HubSpot post-migration.

ClickDesk departments (Sales, Support, Billing) map to HubSpot Teams. We create Teams in HubSpot during the pre-migration phase and map ClickDesk department assignments on tickets, chats, and agents to the corresponding Team. Team routing for incoming conversations requires configuration in HubSpot's Inbox settings after migration.

ClickDesk canned responses are pre-written text templates with category labels. We export the full list (title, body, category) as a structured list and import as HubSpot Saved Replies. Category labels map to Saved Reply group names. Customers on Professional and above can rebuild these as Macros with conditional logic, but the canned response text itself migrates as Saved Replies without automation.

ClickDesk embedded browser telephony stores call records (duration, direction, agent) within the chat history. We extract call metadata and map it to a HubSpot custom property cd_call_duration__c and cd_call_direction__c on the associated Ticket or Conversation. Call recordings are not preserved as ClickDesk stores them in a proprietary browser telephony system with no export path.

ClickDesk visitor and chat tags are flat label arrays used for segmentation. We export them as a comma-separated string and map to HubSpot's contact or ticket property system. The customer chooses during scoping whether tags land as a single multi-select property or as HubSpot's native Tag feature.

ClickDesk provides basic reporting (chat volume, average response times, agent handle times, satisfaction scores) viewable in the dashboard but with no export mechanism. Historical metrics cannot be migrated. We flag this gap in the migration summary and recommend the customer capture screenshots of any critical reports before account closure.

The ClickDesk chat widget configuration — visual theme, trigger rules, proactive message content, offline form settings — is stored in ClickDesk's configuration system with no export path. Widgets must be re-created manually in HubSpot using HubSpot's Conversations settings, chatflows, and the visual chatbot builder. We provide a widget-recreation checklist as part of the migration handoff package.

ClickDesk does not maintain a dedicated contact database, but chat sessions and offline messages contain visitor email addresses. We extract every distinct visitor email and map it to a HubSpot Contact. If a Contact already exists in the destination HubSpot portal, we link the conversation or ticket to it. If no Contact exists, we create one with name and email populated from the ClickDesk session data.