Migrate from Fernand to HubSpot Service Hub

Fernand Conversations map to HubSpot Service Hub Tickets. We migrate conversation status (open, pending, solved), priority (urgent, high, normal, low), assignee (via HubSpot User lookup), created_at and updated_at timestamps, and the fernand_conversation_id as a custom Ticket field for reconciliation. Ticket Record Type is set during migration to match the destination pipeline configuration. If the customer uses Service Hub Starter (single pipeline), conversations land in the default pipeline. Professional and Enterprise tiers support multiple pipelines mapped from Fernand's inbox views.

Fernand Replies are threaded within a Conversation. In HubSpot Service Hub Starter, replies map to Ticket Comments (threaded by creation timestamp). In Service Hub Professional and Enterprise, replies map to the native conversation thread model (Tickets object with conversation entries). We preserve reply body, author name, creation timestamp, and the internal/external status flag. AI-generated draft history from Fernand migrates as internal private comments in HubSpot.

Fernand Customers map to HubSpot Contacts. Email address is the dedupe key. We migrate name, email, phone, and any custom customer properties. HubSpot Contact properties (company, job title, lifecycle stage) are set based on the customer's data or left for the admin to populate post-migration. Any Fernand-specific IDs are stored in a custom Contact field for audit.

Fernand agents map to HubSpot Users. We extract agent name and email from Fernand and match by email to HubSpot User records. Users must be provisioned in HubSpot before migration runs so OwnerId references are satisfied at insert time. Active agents map to regular HubSpot User; passive collaborators map to HubSpot users with limited access or are noted for the admin to assign roles post-migration.

Fernand conversation tags migrate to HubSpot Ticket Labels. Tag names and usage frequency are preserved. We apply all tags at the Ticket level. If the customer uses tag categories or tag groups in Fernand, we document the grouping structure for manual recreation in HubSpot.

File attachments on Fernand conversations and replies are downloaded and re-uploaded to HubSpot. We preserve original filenames and MIME types and attach files to the corresponding Ticket record. Image attachments sent via the chat widget are included. For very large file batches (over 5 GB total), we chunk the upload process and use HubSpot's file upload API with retry logic.

Fernand supports email and chat channels per conversation. We export channel type as a static value and write it to a HubSpot custom Ticket property (e.g., fernand_channel__c as a single-select picklist with values email and chat). HubSpot does not have a native channel concept; this property preserves channel origin for reporting and filtering in HubSpot's Ticket views.

Fernand's Custom Data feature stores external API payloads per conversation (URLs, headers, fetched JSON). We export the payloads as static HubSpot Ticket custom properties. API endpoint URLs and header names are documented in a configuration inventory so the team can rebuild the integration manually in HubSpot using HubSpot's Custom Object configuration (Enterprise tier) or an external middleware setup. Custom Objects are only available at Service Hub Enterprise ($150/seat + $3,500 onboarding).

Fernand's GitHub integration links conversations to issues and can auto-reopen conversations on GitHub status changes. We export the linked GitHub issue URL and current status as HubSpot Ticket custom properties (e.g., github_issue_url__c and github_status__c). Live sync behavior does not transfer; conversations will not auto-reopen in HubSpot when GitHub issue state changes.

Fernand's Linear integration creates a feedback loop similar to GitHub. We export the linked Linear issue reference as a HubSpot Ticket custom property (linear_issue_ref__c). The live bidirectional sync does not carry over. The customer must rebuild any Linear automation rules in HubSpot Workflows post-migration.

Fernand conversation first_response_at and resolution timestamps migrate to HubSpot Ticket first response and resolution date properties where supported by the destination tier. We preserve the original Fernand timestamps in a custom Ticket field (fernand_created_at__c) to maintain the full historical record.

Fernand operating hours and inbox availability configuration migrate to HubSpot's Inbox Availability settings (Professional+). We export the current operating hours schedule and document it in the configuration inventory for manual recreation in HubSpot. Timezone data is preserved and mapped to HubSpot's availability window configuration.