Migrate from Deskhero to HubSpot Service Hub

Deskhero Tickets map to HubSpot Tickets as the primary support record. We preserve ticket ID, subject, description, status, priority, source channel, created-at, updated-at, and closed-at timestamps. Deskhero's custom ticket fields migrate to HubSpot custom ticket properties with type mapping: string to single-line text, number to number, date to date, select to single-select, multi-select to multi-select checkbox. Ticket owner maps to HubSpot ticket owner via email lookup resolution. If Deskhero Groups were used for routing, we map group membership to HubSpot Teams and assign tickets to the appropriate team during import.

Deskhero Conversation messages map to HubSpot Conversation records linked to the parent Ticket. Each message carries authorship (agent or customer), timestamp, body text, attachment references, and the internal/public visibility flag. HubSpot Conversation supports both email and chat thread rendering. We preserve the conversation start time as the HubSpot conversation creation date and append messages in timestamp order. Deskhero messages with no body text (system events like status changes) are recorded as HubSpot internal notes if they carry routing or assignment context.

Deskhero Knowledge Base articles migrate to HubSpot Knowledge Base articles with title, body content (HTML from article sections), category, folder, author, publish status, and tags preserved. We reconstruct Deskhero article sections as HubSpot article body content, handling nested sections by flattening to heading hierarchy. PDF, DOCX, and PPTX attachments migrate as HubSpot file attachments linked to the article. Articles in draft status are created as unpublished in HubSpot and flagged for review before publishing.

Deskhero contact records map to HubSpot Contacts. We preserve name, email address, phone number, company association, custom contact fields, and any list membership by email as a HubSpot Contact property or static list membership. Deskhero's Shopify customer ID is stored in a custom HubSpot contact property for future Shopify integration re-connection. If Deskhero contacts have been added via form submissions, we create the HubSpot contact with the original submission timestamp preserved.

Deskhero's company-level records, where present, map to HubSpot Companies. The company name, domain, and custom fields transfer directly. We use domain as the HubSpot Company dedupe key during import. If Deskhero stores Shopify store identifiers at the company level, these are preserved as custom properties in HubSpot. Companies without a domain use the HubSpot company name as the dedupe key.

Deskhero connected mailboxes (Gmail or Outlook two-way sync) are documented as a configuration record including the account address, folder mapping structure, and sync behavior description. IMAP/OAuth credentials cannot be exported from Deskhero and do not transfer. Customers must manually reconnect their mailbox to HubSpot Service Hub's inbox channel after migration. We schedule mailbox reconnection during a low-traffic window and document the exact folder-to-channel mapping to preserve the existing routing logic.

Deskhero Groups define team routing and agent permission scopes. We migrate Group definitions and their agent membership lists. In HubSpot Service Hub, teams replace groups with a flattened permission model. We create HubSpot Teams matching the Deskhero Group names and assign the migrated agent users to each team. If Deskhero Groups were hierarchical, we map the hierarchy to a flat team structure in HubSpot and note the loss of hierarchy in the configuration inventory delivered post-migration.

Deskhero custom field definitions and their per-record values migrate to HubSpot custom properties on the relevant object (Contact, Company, or Ticket). Field type mapping is applied at migration time: Deskhero string fields map to HubSpot single-line text, boolean to checkbox, number to number, date to date, and select or multi-select to the HubSpot equivalent. We preserve the Deskhero custom field label and API name in a HubSpot property description field for future reference. Custom field ordering and grouping from Deskhero are documented but not structurally replicated in HubSpot.

Deskhero Lists with up to 10,000 entries per list map to HubSpot Static Lists. List entry records are matched to HubSpot Contacts by email address. If a list entry has no matching HubSpot Contact, the entry is held in a reconciliation queue for the customer to resolve before the list is finalized. Deskhero list metadata (name, description, entry count) is preserved as HubSpot list metadata. Multi-list membership per contact is recorded as a comma-separated property value in HubSpot since HubSpot Static Lists do not support membership overlap tracking natively.

Deskhero form definitions (field structure, routing rules, and submitted records) are documented as a form inventory delivered to the customer. Form field definitions are recreated in HubSpot Forms by the customer's admin using HubSpot's form builder. Submitted form records that created Deskhero tickets are linked via the migrated ticket record. We do not recreate Deskhero forms inside HubSpot as part of the migration scope; the configuration is documented with field-to-field mapping so the admin can rebuild them efficiently.

Deskhero Automation Rules (language detection, tone-based tagging, subject-based routing and assignment) are audited and documented as a written automation inventory. We describe each rule's trigger condition, conditions, actions, and recommended HubSpot Workflow equivalent. We do not create HubSpot Workflows inside the migration scope because Deskhero's condition-action model differs structurally from HubSpot's trigger-based workflow builder. The customer receives the full inventory document to hand to their HubSpot admin or implementation partner for rebuild post-migration.

Deskhero's Shopify integration queries live pricing and stock from the Shopify API at reply time and never stores a snapshot. We cannot export historical price or stock data from Deskhero because it was never persisted. We migrate Shopify store reference, product ID mappings, and customer-to-product association records as HubSpot Contact and Company custom properties. The destination HubSpot instance must connect its own Shopify integration (via AppExchange or custom API) to restore live product data in agent responses. Customers relying on Deskhero's Shopify data for pricing accuracy in ticket context should plan the Shopify reconnection as a post-migration configuration task.