Migrate from eDesk to HubSpot Service Hub

eDesk Tickets map directly to HubSpot Tickets. Full conversation threads (agent and customer messages), status, priority, source channel, and SLA metadata transfer. eDesk channel metadata (Amazon order ID, eBay item number, Walmart channel flag) has no native HubSpot equivalent and is preserved in a custom ticket property edesk_channel_source__c and edesk_order_reference__c. Tags migrate to HubSpot ticket tags. We preserve thread ordering by setting each comment's HubSpot timestamp to the original eDesk timestamp.

eDesk Contact records map to HubSpot Contact. Email, name, phone, marketplace identity (Amazon customer ID, eBay buyer username), and custom contact fields migrate field-by-field with type mapping (string to string, boolean to checkbox, date to date). Marketplace identity fields that have no HubSpot standard equivalent become custom Contact properties.

eDesk Agent accounts map to HubSpot Users. We resolve by email match. Any eDesk Agent without a matching HubSpot User goes to a reconciliation queue for the customer's admin to provision before record import resumes. Agent roles and team assignments from eDesk are documented for rebuild in HubSpot's Inbox team and user settings.

eDesk KB articles and their category hierarchy transfer to HubSpot Knowledge Base as articles with category assignment preserved. Internal/external visibility flags map to HubSpot article draft/published state and access permissions. Article body migrates as rich text. Note: HubSpot's Knowledge Base import tool handles article migration natively; we use the HubSpot Knowledge Base API for automated import with article ordering preserved.

eDesk AI Classifications are a taxonomy for auto-categorising tickets using machine learning and are not a standalone exportable object. We extract the AI classification label and confidence score from each ticket at migration time and write them to HubSpot custom ticket properties edesk_ai_category__c and edesk_ai_confidence__c. This preserves the classification context without requiring HubSpot Breeze to re-classify historical tickets.

eDesk Smart Rules are eDesk-proprietary automation logic with no direct HubSpot equivalent. Smart Rules trigger on ticket properties (status, priority, channel, customer tier) and execute actions (assign, tag, route, notify). We extract the rule configuration as structured JSON during extraction and deliver a written Smart Rules inventory with a recommended HubSpot Workflow equivalent for each rule. The customer's admin rebuilds rules in HubSpot workflows post-migration. Message Rules (Professional/Enterprise only) are included in the same inventory.

eDesk SLA Policies defining first-response and resolution time thresholds migrate as metadata to HubSpot SLA configuration. HubSpot's SLA feature (Professional and above) uses business hour definitions and ticket property-based SLA targets. We map eDesk SLA policy names to HubSpot SLA definitions and flag any eDesk SLA rules that reference channel-specific response windows (Amazon channels often have tighter SLA windows) for manual reconfiguration in HubSpot's SLA settings.

eDesk canned response templates migrate as text content to HubSpot canned responses. Template variables such as {{customer_name}} or {{order_number}} are preserved as plain text strings in the template body; variable mapping to HubSpot's {{contact.name}} or {{ticket.subject}} syntax is documented in a variable translation guide provided alongside the migrated templates.

eDesk ticket tags migrate as HubSpot ticket tags. Tag taxonomy differences between platforms are common; we flag tags that do not have a direct HubSpot equivalent as custom tag properties on the ticket for the customer's admin to consolidate post-migration.

eDesk Channels (Amazon, eBay, Walmart, Shopify, email, social, and 200+ more) have no native equivalent in HubSpot Service Hub. We preserve the channel association on each ticket as a custom ticket property edesk_original_channel__c (string, set to the channel name from eDesk) so that reporting on channel-origin tickets remains possible via HubSpot's list and workflow filters.

eDesk Company records (if present, typically for B2B support setups) map to HubSpot Company. Domain, name, and custom fields migrate. Company records are typically secondary in eDesk's data model since the platform is consumer eCommerce-focused; we migrate if present and map to HubSpot Company with a company_name_to_contact__c association on Contact.

Historical reporting data from eDesk's Automated Report Extracts API covering Agents, Tickets, Channels, Chats, and AI metrics is exported as report snapshots at migration cutover. Live dashboards do not migrate. We provide the snapshot data as CSV exports and a mapping guide to HubSpot's Service Hub Analytics for the customer to build equivalent reports post-migration.