Migrate from Desku.io to HubSpot Service Hub

Desku Tickets map to HubSpot Tickets with subject, description, status, priority, and assignee preserved. HubSpot's ticket pipeline and stage model differs from Desku's flat status list; we map Desku status values (Open, Pending, Resolved, Closed) to HubSpot ticket_pipeline_id and hs_ticket_state. Ticket priority (Low, Medium, High, Urgent) maps to HubSpot hs_priority. Created_at and updated_at timestamps preserve as hs_timestamp properties for ordering.

Desku Contacts map to HubSpot Contacts with name, email, phone, company, and custom properties preserved. Email address is the dedupe key. We resolve the HubSpot owner_id from Desku's assignee_id where possible. Custom contact properties migrate as HubSpot custom properties with matching field types.

Desku conversation messages — agent replies, customer messages, and internal notes — map to HubSpot Ticket conversations. Each message becomes a comment on the HubSpot Ticket. Desku internal notes map to internal comments (visible to agents only) in HubSpot; customer messages and agent replies map to public comments. We preserve message timestamps, author name, and content. High-density conversation threads (50+ messages per ticket) require chunked API writes to avoid HubSpot rate limits.

Desku Shared Inboxes group tickets by channel or team. We map each Desku inbox to a HubSpot Inbox and optionally to a Ticket Pipeline or pipeline stage for structured routing. Desku inbox email addresses map to HubSpot connected email addresses. Teams on Starter tier (2 pipelines) may need to consolidate inboxes into a single pipeline with stage-based routing; Professional and Enterprise support multiple pipelines and inboxes.

Desku Knowledge Base articles export with title, body, sections, categories, and publication status. HubSpot Knowledge Base uses a different article schema with categories and publish workflow. We export articles as structured JSON bundles and recommend using HubSpot's Knowledge Base importer tool post-migration for article creation. Category structures may require flattening. AI generation features in HubSpot's Knowledge Base Professional are available as post-migration configuration.

Desku tags migrate to HubSpot ticket properties. Tags used for routing and categorization map to HubSpot ticket properties as multi-select picklists. We preserve the tag vocabulary and deduplicate identical tags across the source dataset.

Desku CSAT scores (available on Team and Business tiers only) migrate as HubSpot Customer Feedback survey responses linked to the parent ticket. Note that CSAT on Starter-tier Desku accounts has no data to migrate. HubSpot Customer Feedback surveys are configured post-migration in the Service Hub Feedback tool.

Desku agent records (name, email, role, team assignment) map to HubSpot Users. We resolve by email match. Desku Round Robin assignment rules do not migrate; we document the rule logic for the customer's admin to rebuild in HubSpot's Routing Rules or team assignment settings.

Desku automation rules (Ticket Automation on Business, workflow triggers) are platform-specific JSON configuration. We export the full rule logic — trigger events, conditions, actions, and delays — as a structured JSON bundle. HubSpot Workflows use a different event model and action library, so we cannot import directly. We deliver the automation inventory document with each rule mapped to its recommended HubSpot Workflow equivalent.

Eva chatbot conversational flows are stored as Desku-specific JSON configuration with drag-and-drop node definitions. We export the full flow graph (triggers, conditions, message nodes, action nodes, branch logic) as a JSON blueprint. Breeze AI agents use a different node-and-skill architecture; the exported JSON serves as a functional specification for rebuilding in HubSpot's Breeze builder. Rebuild time is typically 1-3 hours per complex flow.

The Desku live chat widget embed code, branding settings, form fields, and custom input configurations export as a settings bundle. The widget itself is infrastructure-bound to Desku's domain and must be replaced with HubSpot's chatflow code at the destination URL. We sequence this so that HubSpot chatflow code is installed before Desku's is removed, with a brief same-day overlap window to prevent message loss.

Desku integrations with Shopify, WooCommerce, Facebook, WhatsApp, Instagram, and webhook access (Business tier) do not transfer. OAuth tokens and API keys are Desku-bound. We document each active integration and its purpose so the customer's admin can reconnect equivalent HubSpot integrations (HubSpot Shopify app, WooCommerce integration, Facebook/Instagram Messaging via HubSpot Conversations inbox) post-migration.

Desku custom fields on tickets (name, type, options) and on the live chat widget export with field definitions and values. We create equivalent HubSpot ticket custom properties of matching type (text, number, date, dropdown, checkbox) before importing ticket records. Custom contact properties are created separately in HubSpot's Contact property settings.