Migrate from DeskDirector to HubSpot Service Hub

DeskDirector Tickets map directly to HubSpot Tickets. The six-month stale-ticket culling rule means tickets not updated within six months are not surfaced in the DeskDirector API. We detect tickets approaching this window during export scoping and flag them explicitly so the customer can decide whether to update the last-modified timestamp in DeskDirector before export or accept them as excluded. Board assignment in DeskDirector maps to HubSpot pipeline; ticket priority maps to HubSpot priority property. Historical SLA metrics (response time, resolution time) migrate as custom numeric fields on the Ticket.

DeskDirector Contacts map to HubSpot Contacts with several custom property additions. The VIP flag becomes a boolean custom property is_vip_contact__c, the Approval flag becomes approval_flag__c, and Invoice access becomes invoice_access__c. DeskDirector contact-to-multiple-company associations are preserved as multiple Company associations on the HubSpot Contact record. Board-level permission gates are not natively supported in HubSpot; we document the board-access matrix during scoping and recommend a HubSpot Team-based access model or pipeline-level visibility as the nearest equivalent.

DeskDirector Company records map to HubSpot Companies. The Domain SID used for AD auto-login in DeskDirector is preserved in a text custom property dd_domain_sid__c for reference. The AD auto-login itself must be reconfigured post-migration in HubSpot using HubSpot's SSO or Microsoft SSO integration. Company domain associations migrate to the Website field on HubSpot Company.

DeskDirector Boards act as ticket queues with independent permission sets per Contact. We map each DeskDirector Board to a HubSpot Ticket Pipeline with a corresponding Ticket Record Type. Board-level visibility restrictions are not natively expressible in HubSpot's ticket model; we recommend translating board-access rules into HubSpot Team assignments and pipeline-level visibility during the access redesign phase. The customer confirms the board-to-pipeline mapping during scoping.

DeskDirector Agents map to HubSpot Users. Agent-to-board assignments are documented during scoping as a matrix for the customer to re-implement as HubSpot Team memberships and pipeline assignments post-migration. Chat presence settings in DeskDirector do not have a HubSpot equivalent and are not migrated. We resolve agents by email match against the HubSpot destination portal; any agent without a matching HubSpot User is placed in a reconciliation queue for the admin to provision before the production migration phase.

DeskDirector SLA configurations tied to ticket boards define response time and resolution time metric thresholds by priority level. We export SLA metric definitions as configuration records and represent them in HubSpot as custom properties on the Ticket object (sla_response_deadline__c, sla_resolution_deadline__c, sla_met__c) paired with a HubSpot workflow that calculates elapsed time against the deadline. Actual SLA breach tracking requires a HubSpot Service Hub Professional or Enterprise subscription. We do not migrate SLA compliance history as a separate object; breach events are reconstructed from ticket timestamp analysis if needed.

DeskDirector Knowledge Base articles and category hierarchy migrate to HubSpot Knowledge Base articles. AI Assistant auto-referencing rules are not ported; we deliver a written inventory of each KB article's associated AI rule for the customer's admin to rebuild in HubSpot's Breeze AI or knowledge article settings. HubSpot recommends using the pre-built HubSpot Knowledge Base Importer for article migration; we run the export from DeskDirector and format it for importer compatibility, or push directly via HubSpot's Knowledge Base API if the customer requests full automation.

Tags on DeskDirector Tickets and Companies migrate 1:1 as string arrays on the corresponding HubSpot Ticket and Company records. HubSpot uses a flat tag taxonomy; nested tag hierarchies from DeskDirector are flattened to a dot-separated string representation during export.

Ticket attachments in DeskDirector are referenced via URL. If attachments are stored in DeskDirector's blob storage, the URL breaks after cutover. We preserve the original URL in a custom text field dd_attachment_url__c on the HubSpot Ticket and recommend the customer re-attach files from their backup or migration-time export before going live. If attachments are hosted externally and the URL remains valid post-migration, the URL migrates as-is.

DeskDirector Dynamic Forms with conditional logic and custom field configurations are not migratable as code. We export the form definition JSON and the field structure as a written specification document for the customer's admin to re-implement in HubSpot Forms or HubSpot's native form builder. Conditional logic branches are documented as decision trees for rebuild in HubSpot's workflow-triggered form logic.

Chat sessions in DeskDirector are managed as live runtime state in the Chat Session Manager. There is no API endpoint for historical chat transcript retrieval. We flag chat history as non-migratable and recommend customers export any required conversation logs manually via the DeskDirector UI before the cutover window if regulatory or audit requirements demand preservation.

DeskDirector Custom Tools are tenant-specific integrations defined for the AI Assistant feature, referencing internal endpoints not covered by the public API. These are not migratable. We deliver a written inventory of each Custom Tool's endpoint references, parameter structure, and intended workflow so the customer's technical team can evaluate rebuilding equivalent HubSpot Breeze AI tools or webhook integrations post-migration.