Migrate from FocalScope to HubSpot Service Hub

FocalScope Tickets map directly to HubSpot Tickets. Each FocalScope ticket number becomes the HubSpot Ticket ID, and the full email thread history migrates as Conversation records attached to the Ticket. FocalScope ticket priority (Low, Medium, High, Urgent) maps to HubSpot Ticket priority. We resolve FocalScope queue assignments to HubSpot Inbox ownership during import. Any FocalScope ticket with a linked Contact record resolves to a HubSpot Contact by email match before the Ticket insert.

FocalScope Contacts map to HubSpot Contacts. Email is the primary dedupe key. Phone, name fields, and any custom contact properties migrate to HubSpot Contact properties. If FocalScope Contacts are associated with multiple Companies, we resolve the primary company association and set it as the default Company association in HubSpot; secondary associations are preserved as notes for the customer's admin to reconcile in HubSpot post-migration.

FocalScope Organizations (if present) map to HubSpot Companies. The company domain becomes the Company Website field and acts as the dedupe anchor. Company associations on FocalScope Contacts are translated to HubSpot Company-Contact associations. If FocalScope does not use a separate Organization object and stores company data as contact properties, we create Company records from those properties and back-link them to the relevant Contacts.

FocalScope Channels (Email, Voice, Live Chat, Facebook, WhatsApp, Telegram) each generate tickets that may route into separate Queues. We consolidate FocalScope channel tickets into HubSpot Inboxes based on the customer's preference: either one Inbox per FocalScope channel (for audit separation) or merged inboxes by priority or team. Voice channel tickets carry call log metadata (duration, disposition) that migrates as Ticket properties; call recording URLs are preserved as external links in Ticket notes pending the customer's decision on recording re-hosting.

FocalScope Queues serve two purposes: routing buckets (unassigned tickets awaiting agent pick-up) and organizational units (agent groupings). We map queue-routing use cases to HubSpot Inboxes where tickets land before assignment, and organizational queues to HubSpot Teams for permission scoping and team-based inbox filtering. Queue workload limits (FocalScope's max-queue-size setting) have no direct HubSpot equivalent; we document the original limits as a note for the customer's admin to configure HubSpot automation-based workload management post-migration.

FocalScope Agent profiles map to HubSpot Users. We resolve agents by email match. If a FocalScope agent has no corresponding HubSpot User, the customer's admin provisions the User before production migration. Agent performance data (call logs, wallboard metrics) migrates as Ticket properties or custom report data rather than native agent scoring, since HubSpot Service Hub does not have a per-agent performance score object.

FocalScope Standard Responses (canned replies) map to HubSpot Macros. Each Standard Response's body, category assignment, and queue scope migrate as a HubSpot Macro with the same name and body text. Variable substitution in FocalScope Standard Responses (dynamic placeholders) is preserved as HubSpot Macro tokens using the {{contact.property}} format where the equivalent HubSpot property exists. Macros are scoped to the Inbox or Team that corresponds to the original queue.

FocalScope SLA Policies defining response and resolution time windows tied to ticket priority or queue map to HubSpot SLA Policies on Professional and Enterprise tiers. We preserve the SLA name, First Response time target, Next Response time target, and Resolution time target. SLA Policy assignment (by priority, queue, or contact type) maps to HubSpot's SLA Policy conditions. SLA Policies are not available on HubSpot Service Hub Starter; Starter-tier migrations skip SLA migration and we document the original SLA tiers for the customer's admin to rebuild manually after upgrading.

FocalScope Categories act as custom classification fields on tickets. We map category values to HubSpot Ticket custom properties of type enumeration or single-line text depending on the cardinality of values. Category values used for reporting segmentation are preserved as Ticket property filters; we recommend the customer audit category value counts during scoping to determine whether enumeration or text is the right target type.

FocalScope ticket attachments (emails, chat sessions) are extracted and re-associated in HubSpot as file attachments on the corresponding Ticket or Conversation. We preserve attachment filenames, MIME types, and inline placement within the conversation thread. Attachments exceeding HubSpot's 60 MB per-file limit are flagged for the customer's admin to host externally and link from the ticket.

FocalScope Knowledge Base articles and category structure migrate to HubSpot Knowledge Base. We export article content, titles, category assignments, and publish status. Images embedded in FocalScope KB articles are extracted and re-uploaded to HubSpot's file manager before article reconstruction. Post-migration, the customer should publish or unpublish articles based on their intended state; migrated articles default to draft status unless otherwise specified. The HubSpot-native Knowledge Base importer can supplement this migration for customers with very large KB sets.

FocalScope reports can be exported to CSV, NAS, or FTP storage. We extract the report dataset (tickets, metrics, agent performance) as structured CSV and deliver it alongside the migration. Report definitions, scheduling, and visual formatting do not migrate 1:1 because FocalScope's report builder uses a different data model from HubSpot's Service Analytics. We deliver a written mapping of FocalScope report metrics to HubSpot equivalent report configurations and the customer's admin rebuilds the report layouts in HubSpot.

FocalScope Voice channel tickets include call log metadata (call duration, disposition, direction, agent who took the call). We extract call log fields and write them to HubSpot Ticket custom properties scoped to voice tickets. Call recording URLs are preserved as ticket notes pointing to the original recording host. If the customer uses a third-party voice provider integrated with FocalScope, the recording re-hosting strategy is coordinated during scoping.

FocalScope SMS and Telegram channel tickets migrate as HubSpot Conversation records attached to Tickets. These channels are supported natively in HubSpot on Professional and Enterprise. We preserve the message timestamp, direction (inbound/outbound), and content. If the customer's HubSpot plan does not include the relevant channel (SMS on Starter), we document the gap and recommend channel reactivation post-migration through HubSpot's channel settings.