Migrate from Desky to HubSpot Service Hub

Desky Tickets map to HubSpot Tickets with subject, description, status, priority, source, and created/updated timestamps migrated 1:1. Desky's conversation thread (agent and customer replies) migrates as Ticket conversations in HubSpot. Custom ticket fields are detected during source scan and mapped to HubSpot custom properties by type (string, number, date, select). We batch-validate conversation body lengths against HubSpot's 10,000-character long-text field limit and flag any records exceeding it for truncation review before import.

Desky Agent accounts migrate to HubSpot Users with display name, email, role, and active/inactive status preserved. We resolve Agents by email match against the HubSpot destination portal; any Desky Agent without a matching HubSpot User is placed in a reconciliation queue so the customer's admin provisions the seat before record import proceeds. Agent seat count is verified against the destination HubSpot plan's user limit during scoping.

Desky Customer records map to HubSpot Contacts with first name, last name, email, phone, and company association preserved. The Company lookup is resolved at migration time using the Desky customer-company link to establish the Contact-Company association in HubSpot. Custom contact properties are detected during source scan and mapped to HubSpot custom properties.

Desky Company records migrate to HubSpot Companies with name, domain, description, and any associated custom properties. The Company record is inserted before Contact import so that the Contact-Company lookup relationship is satisfied at the moment of Contact insert. All Customer associations linked to the Company in Desky are re-established as Contact-Company links in HubSpot during the Contact migration phase.

Desky KB Articles migrate to HubSpot Knowledge Base with title, body content, publication status, category/folder, and tags preserved. HTML formatting present in Desky article bodies carries over, but inline images embedded in HTML require manual re-embedding post-migration since HubSpot's KB migration path does not support inline image transfer. We recommend using HubSpot's pre-built Knowledge Base Importer for article counts above 200 articles. Article body HTML is verified in a post-import QA pass, and any broken image references are flagged in the handoff report.

Tags attached to Tickets and Articles in Desky migrate as HubSpot Tags and are re-applied to the corresponding migrated Tickets and Articles. Tags are stored as string values during migration and re-associated to the target objects after the parent record inserts complete.

Desky custom ticket fields are detected during source schema scan. We create matching HubSpot custom properties before ticket migration begins. String, boolean, number, and date field types map directly. Select (single-choice) and multi-select types require HubSpot admin review of picklist values during scoping; we configure picklists in HubSpot based on the Desky field options before import and flag any Desky fields with unmapped option values for resolution.

Desky stores ticket and article attachments as file references in its CSV export, with URLs pointing to hosted files rather than binary blobs. We download all referenced attachment files in a pre-migration pass, preserving original filenames and MIME types. Files are uploaded to HubSpot as ContentDocument records and linked via ContentDocumentLink to the parent Ticket, Contact, or Article. Tickets with more than 10 attachments are flagged during scoping so the customer can decide whether to proceed with automated re-attachment or handle those records manually.

Desky ticket conversation threads (customer replies, agent responses, internal notes) migrate as HubSpot Ticket conversations. Public replies become public ticket responses; internal notes flagged as private in Desky are migrated as internal ticket notes. Author attribution resolves by matching the Desky agent or customer email to the migrated HubSpot User or Contact.

Desky priority values (Low, Medium, High, Urgent) map to HubSpot ticket priority by name match. We configure HubSpot ticket priorities during the schema setup phase if the destination portal does not already have matching priority labels.

Desky ticket status values map to HubSpot ticket pipeline stages. We create a HubSpot Ticket Pipeline during schema setup that mirrors the Desky workflow (Open, Pending, Resolved, Closed) and assign status values to the corresponding pipeline stages. The customer can adjust stage names during scoping to align with HubSpot best practices.

Desky multi-channel ticket sources (email, chat, web form, API) migrate as HubSpot ticket source values. Source values are preserved as string labels; any Desky source type that has no matching HubSpot source value is created as a custom ticket source property during schema setup.