Migrate from Faveo Help Desk to HubSpot Service Hub

Faveo tickets map directly to HubSpot tickets. The Faveo ticket ID is preserved in a custom property for audit traceability. Ticket status (Open, Pending, Resolved, Closed) maps to HubSpot Ticket Status values; Faveo priority (Low, Medium, High, Urgent) maps to HubSpot Ticket Priority. Thread conversations (ticket threads, public replies, internal notes) map to HubSpot conversation records linked to the Ticket. Faveo source channel (Email, Chat, WhatsApp, Phone) maps to HubSpot Ticket Source.

Faveo customers represent ticket submitters and map directly to HubSpot Contacts. We map name, email, phone, and custom user fields to HubSpot Contact properties. The Faveo customer ID is preserved in a custom property for reconciliation. Customer organization association (if the requester belongs to an Organization) resolves to a HubSpot Company lookup after the Organizations phase completes.

Faveo agents map to HubSpot Users. Role assignments (admin vs agent) translate to HubSpot User Permissions levels. Skill-based routing configurations from Faveo are documented for rebuild as HubSpot Teams. We match agents by email address against the destination HubSpot portal. Any agent without a matching HubSpot User enters a reconciliation queue for admin provisioning before record import.

Faveo organizations group customers by company and map to HubSpot Companies. The org name becomes the Company Name, and the org domain maps to the Website field as a dedupe key. Organization-level custom fields map to Company custom properties. We import Organizations before Contacts so that the Company lookup is satisfied at Contact insert time.

Faveo labels are color-coded and ordered via the v3/api/label endpoint. HubSpot's tag model does not support color metadata or ordinal ordering. We map Faveo label names to HubSpot tags on the Ticket object and document the original color-and-order metadata in the migration report for the customer to optionally recreate using a custom color-labeling extension in HubSpot. Labels that represent content classification (not ticket status) may instead map to HubSpot Topics if the customer prefers topic-based organization.

Faveo shared custom ticket fields (dropdown, text, date, number, boolean types) enumerate via the Internal API under admin scope. We map each Faveo field to a HubSpot Ticket custom property of the equivalent type. The destination property must be pre-created in HubSpot before migration begins. Custom fields that reference Faveo agents, organizations, or SLA policies require lookup resolution during the migration transform step.

Faveo custom ticket sections organize shared fields into named groups in the admin panel. HubSpot has no equivalent section concept. We flatten the section hierarchy, mapping each section's fields as individual Ticket custom properties. The section groupings are documented in the migration report for the customer to recreate as logical groupings in HubSpot's ticket form builder if desired.

Faveo SLA policies with response/resolution times, matchers (all/any), and escalation rules are captured from the v3/api/get-enforcer/sla/{slaId} endpoint and documented in the migration report. HubSpot SLA monitoring is available at Service Hub Professional ($90/seat) and Enterprise ($150/seat). We do not migrate SLA logic as code. The customer's admin rebuilds SLA breach thresholds and escalation actions manually in HubSpot's SLA configuration using the documented Faveo policy as the reference.

Faveo workflow rules are stored as condition-action pairs in the Laravel database. Workflow rules (auto-assignment, status changes, SLA triggers, approval chains) are captured from the database and documented in the migration report as a numbered inventory with trigger conditions and action sequences. We do not migrate workflows as executable code to HubSpot. The customer's admin rebuilds them in HubSpot Workflows or Breeze AI automations post-migration.

Faveo knowledge base articles with category assignments and publish status map to HubSpot Knowledge Base articles. Article content, author, and category hierarchy migrate. Formatting and embedded media are preserved as-is; the customer reviews post-migration for any broken image references after the content is re-hosted. Draft vs published status maps directly to HubSpot article availability settings.

Faveo canned responses (pre-written reply templates stored per-agent or globally) map to HubSpot Saved Replies. Template body and usage scope migrate. HubSpot Saved Replies are shared at the portal level, so per-agent scoping from Faveo is flattened to shared by default unless the customer specifies agent-specific saved reply rebuilds.

Faveo ticket attachments are stored in the file system alongside database records. We download all attachment blobs, re-upload them to HubSpot's native file storage, and relink them to the correct conversation record in the destination. For self-hosted Faveo instances, the file system extraction occurs alongside the database dump. HubSpot's attachment storage limits vary by tier; we verify available storage during scoping and flag if blob volume requires a file-storage plan upgrade.

Faveo ticket threads and comments (public replies, internal notes, initial message) map to HubSpot Conversation records linked to the parent Ticket. Comment author, comment body, comment timestamp, and privacy (public vs internal note) are preserved. The conversation ordering is maintained by setting the conversation created_at to the original Faveo timestamp. Attachments on comments migrate as linked files on the HubSpot conversation record.

Faveo ticket statuses (Open, Pending, Resolved, Closed, etc.) are configured per Faveo instance and map to HubSpot Ticket Status values. We enumerate all Faveo status values during scoping, map them to HubSpot's standard status pipeline, and create any additional custom status values required by the customer's workflow. The status mapping is validated in a sandbox migration before production cutover.