Migrate from Fluent Support to HubSpot Service Hub

Fluent Support Tickets (fs_tickets) map 1:1 to HubSpot Tickets. The ticket title becomes hs_ticket_subject, ticket content becomes hs_agent_body or hs_ticket_body, status (open, pending, closed) maps to hs_ticket_status, priority (normal, high, low) maps to hs_ticket_priority, and source (email, portal, chat) maps to hs_ticket_source. We extract the WordPress customer_id and agent_id for resolution against HubSpot Contact and Owner IDs during import.

Fluent Support conversations (fs_conversations) map to HubSpot Ticket conversations as individual message records threaded against the parent Ticket. Each message preserves author type (customer vs agent), timestamp, content body, and attachments. Message ordering is preserved by setting the created_at timestamp to the original Fluent Support conversation timestamp. The HubSpot conversation model supports multi-channel threads (email, chat, portal) with the same message threading API.

Fluent Support Customers are WordPress users with profile data (name, email, phone, company). We map WordPress user IDs to HubSpot Contact records using email as the dedupe key. Fluent Support customer custom field values migrate as HubSpot contact properties (standard or custom). Any Fluent Support customer privacy settings map to hs_email_hard_bounce_status or HasOptedOutOfEmail as applicable.

Fluent Support Agents are WordPress users with assigned support roles. We map source WordPress user IDs to HubSpot User records by email match. Agent permissions in Fluent Support (admin, manager, agent) do not have direct HubSpot equivalents — we map Fluent Support admin and manager roles to HubSpot Super Admin or standard User based on the customer's HubSpot subscription tier. Open tickets assigned to a source Agent are reassigned to the corresponding HubSpot User during migration.

Fluent Support Mailboxes define incoming channels (email, portal) tied to the specific WordPress site's domain and POP/IMAP inbox configuration. These are not portable. We flag every Mailbox during discovery, document its reply-to address, routing rules, and assigned agents, and provide a configuration worksheet for rebuilding each Mailbox as a HubSpot Shared Team Inbox. Email reply-to templates and forwarding rules must be reconfigured manually post-migration in HubSpot Inbox settings.

Fluent Support conditional custom fields (text, dropdown, checkbox, date) are extracted as definitions and their per-ticket values are migrated. Conditional visibility logic (field X shown only if field Y equals value Z) is stored as UI preferences in Fluent Support and cannot export as structured rules. We provide a Custom Field Inventory worksheet listing each field name, type, and visibility conditions for manual rebuild in HubSpot as CRM properties and automation triggers. Standard fields map to HubSpot built-in properties; non-standard fields map to custom contact or ticket properties created before migration.

Fluent Support Tickets tagged to a Product carry a product_id and product_source referencing the WordPress site's plugin ecosystem. The product_source is WordPress-site-specific and not portable. We map product associations to either a HubSpot Custom Object (if the customer uses Products as a CRM entity) or to a multi-select property on the Ticket. We document the original product_source value in a notes field so the customer's admin can rebuild product-to-ticket associations manually if the destination uses a different product management system.

Fluent Support priority values (normal, high, low, urgent) map directly to HubSpot hs_ticket_priority picklist values. If Fluent Support uses custom priority labels, we map them during the discovery phase to the nearest HubSpot equivalent. The priority-to-urgency mapping is validated during sandbox migration before production.

Fluent Support tags on Tickets and Customers are stored as flat arrays. Tags on Tickets migrate to HubSpot hs_ticket_tag (multi-select picklist on Ticket). Tags on Customers migrate to HubSpot Contact Tags. Tag-to-label mapping is validated during sandbox migration to ensure no tag is silently dropped due to character limits or picklist restrictions.

Fluent Support stores attachments in the WordPress media library or plugin-specific upload directories. We extract attachment URLs and file metadata from fs_conversations entries, download files, and upload them to HubSpot using the HubSpot Files API, linking each file to the parent Ticket record via ContentDocumentLink. Large attachments (over 10 MB) require pre-validation against HubSpot file size limits and may require chunked upload handling.

Fluent Support Workflows are defined through a UI builder with triggers and conditions stored as opaque UI state rather than structured JSON or YAML. We cannot export them as migration-ready automation code. We catalog every active Fluent Support Workflow by name, trigger type (ticket created, status changed, agent assigned), action sequence, and conditions, and deliver a written Workflow Inventory with a recommended HubSpot Automation equivalent for each. The customer's admin rebuilds workflows in HubSpot Automation after cutover.

Fluent Support reports (Resolve Stats, Response Stats, Ticket Stats) are computed aggregates computed at query time, not stored records. They cannot be migrated as discrete data. We export key report screenshots and aggregate snapshots before migration for reference, then deliver a report rebuild worksheet that maps each Fluent Support metric to the equivalent HubSpot Service Hub report (average first response time, CSAT scores, ticket volume by status). The customer's admin rebuilds the reporting cadence in HubSpot after cutover.