Migrate from eTicket to HubSpot Service Hub

eTicket Tickets map directly to HubSpot Tickets with ticket ID preserved in hs_ticket_id__c for audit. eTicket status (Open, Pending, Resolved, Closed) maps to HubSpot ticket_pipeline_stage. Priority and category migrate as custom properties if the eTicket schema uses custom fields beyond the standard set. We validate the target HubSpot pipeline configuration before import and flag any status values with no equivalent stage in the destination pipeline.

eTicket Customer records map to HubSpot Contacts. Email is the dedupe key; we batch-load Contacts first so that subsequent Ticket imports can resolve the contact_id lookup. Any eTicket Customer with a company domain we attempt to associate to an existing HubSpot Company record or flag for manual association post-migration. Phone, address, and custom fields migrate as typed HubSpot properties.

eTicket Customers that share a domain or company name merge into a single HubSpot Company record. The Company is created before Contact import and the hs_company_id__c on Contact satisfies the HubSpot lookup. We use domain extraction from customer email addresses as the primary grouping key when company linkage is not explicit in eTicket.

eTicket Agents map to HubSpot Users by email address match. We extract every distinct agent_id referenced on Ticket and Conversation records and match against the destination HubSpot User table. Any Agent without a matching User goes to a reconciliation queue for the customer's admin to provision the User before record import resumes. Agent status (active, inactive) maps to HubSpot User active flag.

eTicket Teams map to HubSpot Inboxes with team email addresses assigned as inbox routing addresses. Ticket assignment by team in eTicket becomes conversation routing rules in HubSpot based on inbox assignment. We configure inbox-to-team mappings during the pre-migration schema phase and test routing logic in a sandbox migration before production import.

eTicket conversation threads (customer messages and agent replies) migrate as HubSpot Ticket Conversations. Thread ordering is preserved by setting the timestamp on each conversation message to the original eTicket created_at value. We flag any inline images or embedded files that appear in conversation bodies and handle them as ContentDocument records linked via ContentDocumentLink to the parent Ticket. Side conversations (internal notes) migrate as private ticket conversations accessible only to users with appropriate HubSpot permissions.

eTicket file attachments on Tickets and Conversations migrate as HubSpot ContentDocument records with the original filename and MIME type preserved. Each ContentDocument is linked to the parent Ticket via ContentDocumentLink. We chunk large attachment batches to avoid API timeouts and skip any attachment exceeding HubSpot's 25 MB per file limit, flagging those records for manual re-upload.

eTicket Tags on Tickets migrate to HubSpot ticket_tag_ids (multi-select picklist) or HubSpot Topics with TopicAssignment records. The customer chooses tag strategy during scoping. Tags used for content classification migrate as Topics; tags used for ticket filtering migrate as multi-select picklist values on the Ticket object. We validate picklist values against the HubSpot property whitelist to avoid import rejection.

eTicket custom fields on Tickets (string, boolean, date, number, select, multi-select) map to HubSpot custom properties of equivalent type. We create each custom property in HubSpot before migration using the HubSpot Properties API with the correct field type and options array. Select and multi-select fields require explicit value mapping if eTicket uses different label names than the HubSpot picklist options. Boolean fields default to true/false values unless a different mapping is specified.

eTicket KB Articles migrate to HubSpot Knowledge Base articles with title, body (HTML), author, folder, and publication status preserved. Category and subcategory structure maps to HubSpot Knowledge Base sections and categories. We do not migrate article-level permissions or version history; these are flagged as rebuild items in the handoff document. Articles with custom fields map to HubSpot article properties if available on the target tier.

eTicket KB Categories map to HubSpot Knowledge Base categories with category name and parent-child hierarchy preserved. Category ordering migrates as article position within category. We validate category slug uniqueness in HubSpot before import to avoid naming conflicts.

Original eTicket created_at and updated_at timestamps migrate to HubSpot hs_createdate and hs_lastmodifieddate on Ticket. Closed tickets carry the original resolved_at as a custom property hs_resolved_at__c for reporting on mean time to resolution. We preserve chronological ordering for timeline display by setting timestamps before record upsert.