Migrate from Foqal to HubSpot Service Hub

Foqal Tickets map 1:1 to HubSpot Service Hub Tickets. Each ticket's status, priority, assignee, created timestamp, updated timestamp, and source channel metadata migrate as Ticket properties. Channel origin (Slack or Teams) is preserved as a custom property on the HubSpot ticket. The ticket's Foqal URN is stored as a custom property for cross-reference audit. Ticket pipelines in Foqal map to HubSpot Ticket pipelines configured at migration time.

Foqal Conversation threads attached to each Ticket migrate as HubSpot Ticket conversations. Each message preserves its timestamp, the sender identity (agent or customer), and the message body. Attachment references migrate as URLs pointing to the original attachment storage; actual file binaries are downloaded from Foqal and uploaded to HubSpot as Ticket attachments. Thread chronology is preserved by ordering on the original message timestamp.

Foqal Agent records (name, email, role, team assignment) map to HubSpot Users. We resolve agents by email match against the destination HubSpot portal's user table. Agents without a matching HubSpot User are held in a reconciliation queue for the customer's admin to provision before ticket import. The agent's Foqal role (Admin, Agent) maps to the HubSpot User role setting, and team membership maps to the HubSpot Team structure under Settings > Users & Teams.

Foqal Teams group agents and own specific SLA policies and routing rules. Team membership migrates to HubSpot Teams under Settings > Users & Teams. The team-to-SLA assignment that was implicit in Foqal (a Team owned a specific SLA tier) becomes explicit in HubSpot as a Pipeline-to-Team-to-SLA mapping that the customer's admin configures in Service Hub settings after migration.

Foqal SLA configurations (First Time to First Response targets, wait times, Enterprise/Premium/Free tier definitions per Team) are exported as structured records and mapped to HubSpot Service Hub SLA policies on the Professional+ tier. HubSpot SLA policies are scoped to Ticket pipelines rather than Teams. We document the Foqal SLA tier definitions and provide the customer with a mapping table showing which Foqal SLA applies to each HubSpot Ticket pipeline, including business hours configuration.

Foqal automation rules (routing triggers, approval chains, SLA escalation actions) are config-level objects not exposed as queryable API records. We export what is accessible via the GraphQL API (ApprovalRequest URNs and workflow names) and document the full rule logic from the Foqal UI-level configuration where available. HubSpot Service Hub workflows (Professional+) are rebuilt by the customer's admin using the written inventory we deliver. We do not migrate automation rules as executable code.

Foqal ApprovalRequest objects use a URN identifier format (ApprovalRequestUrn) that references workflow approval chains. These URNs have no equivalent in HubSpot's approval model. We preserve the URN values as custom properties on the related Ticket for audit traceability, and document the approval chain structure (approver, threshold, escalation path) for manual recreation in HubSpot's approval process builder or via a custom Flow.

Customers using Foqal's native HubSpot integration have records in both systems. Users sync as Foqal Agents to HubSpot Users; Companies sync as Foqal Companies to HubSpot Companies; Deals sync as Foqal Deals to HubSpot Deals; Notes sync as Foqal Engagements to HubSpot Engagements. During migration we deduplicate these cross-system records by email (for users/contacts) and domain (for companies) to ensure that a single HubSpot CRM record exists post-migration rather than a dual-record with conflicting timestamps.

Foqal's CSAT scores and productivity metrics are computed at query time from ticket data and are not exportable as standalone data objects. The underlying ticket data migrates, so historical CSAT and agent productivity metrics can be recalculated in HubSpot's Service Hub reporting once tickets are present. We do not migrate report snapshots or pre-built dashboards; we deliver a written list of Foqal report definitions for the customer's admin to rebuild in HubSpot's reporting module.

Foqal's Jira and ServiceNow integrations are connection-level configs that store relationship pointers between tickets and third-party issue records. We capture which Foqal tickets are linked to Jira issues or ServiceNow records and preserve the external ID as a custom property on the migrated HubSpot ticket. The integration itself (OAuth credentials, sync rules, bidirectional updates) is not migrated and requires rebuilding with HubSpot's native integration options or a middleware tool like Zapier or Workato.

Foqal tickets carry channel-origin metadata (the Slack or Teams channel where the ticket was created, the thread ID, the message ID). HubSpot Service Hub does not have native fields for messaging channel context. We create custom ticket properties (foqal_channel_source, foqal_channel_id, foqal_thread_id) to preserve this metadata so that teams with Slack or Teams integrations can use it to reconstruct channel-thread context for agents who reference the original conversation thread during support.

Foqal customers who submitted tickets (the end users, distinct from agents) are stored as user records in Foqal's system. These migrate to HubSpot Contacts. Where a customer email already exists in HubSpot (from the Foqal sync or prior CRM data), the record is matched and deduplicated rather than created as a duplicate. Customer contact properties from Foqal (name, email, company if linked) map to the corresponding HubSpot Contact properties.