Migrate from Frappe Helpdesk to HubSpot Service Hub

HD Ticket records map to HubSpot Ticket with status translated to the destination pipeline stage, priority to the priority property, and creation/modification timestamps preserved. SLA deadline fields (SLA response deadline and SLA resolution deadline) from Frappe become custom Ticket properties set to the original datetime values. Frappe ticket type maps to a Ticket property or pipeline filter. Conversation threads are stored separately and map to the Ticket's conversation timeline (see Conversations mapping). Custom fields on HD Ticket are flagged during discovery and mapped to HubSpot custom properties; they require manual re-addition in HubSpot Settings post-import because HD Ticket Template configuration is Frappe-specific and does not carry over.

HD Customer records (which extend Frappe Contact) map to HubSpot Contact. We extract name, email, phone, and organization link during extraction. Custom fields on HD Customer migrate to HubSpot Contact custom properties with equivalent types. Portal users associated with an HD Customer link to the HubSpot Contact record and can be granted portal access post-migration if the destination HubSpot portal is configured.

Frappe Organization linked from HD Customer maps to HubSpot Company. We use the organization name as the Company name and domain as the Website field for deduplication. If the Frappe deployment has HRMS contacts without an organization link, those create standalone HubSpot Contacts without a Company association.

Frappe Teams define agent groupings and email inbox routing scope. HubSpot Teams are the grouping mechanism for tickets and inboxes. We map each Frappe Team to a HubSpot Team by name. If the Frappe site has multiple email inboxes routing to a single team, that maps to a single HubSpot Team with an Inbox. Note: HubSpot's API does not support group migration directly; we create Teams via the HubSpot Teams API during migration configuration.

Frappe Agent records (which extend Frappe User) map to HubSpot Users by email match. We resolve each HD Ticket owner and HD Customer assigned agent to the corresponding HubSpot User. Inactive or deleted Frappe agents are held in a reconciliation queue; the customer's HubSpot admin provisions any missing users before record import resumes. Agent workload history and assignment counts can be preserved as custom properties if the export scope includes activity logs.

SLA Policies define response and resolution time windows by priority or ticket type in Frappe. We migrate SLA policy definitions and link them to existing tickets using the SLA name as the matching key. HubSpot SLA features are available on Professional ($90/seat/month) and Enterprise ($150/seat/month) tiers. If the destination is on Starter, we migrate SLA deadlines as custom Ticket datetime properties and flag SLA policy re-creation as a post-migration step. SLA holiday rules and breach alerts require manual reconfiguration in HubSpot Settings.

Frappe Assignment Rules automate ticket routing based on conditions (subject keywords, customer tier, ticket type). These are configuration records that do not have a direct HubSpot equivalent as migrated configuration. We export assignment rule definitions as a structured inventory document describing each rule's trigger conditions and assigned agent or team. HubSpot routing rules are manually reconfigured in Service Hub settings post-migration using the delivered inventory as a guide.

Frappe KB Articles (DocType with category assignments and HTML content) migrate to HubSpot Knowledge Base articles. We preserve title, body content, category hierarchy, and article status. Article view counts and customer feedback ratings do not transfer because these are platform-specific analytics that cannot be represented in HubSpot's knowledge base data model. The recommended approach is to migrate articles via HubSpot's Knowledge Base import tool or manually republish for accuracy post-migration.

Frappe Canned Responses (stored as DocTypes with subject and content fields) migrate to HubSpot Saved Replies. The content body transfers as plain text or HTML. Any dynamic variable substitution syntax (such as {{ticket.customer_name}} or {{ticket.subject}}) is preserved as-is, but customers should verify that HubSpot's token syntax matches and update saved replies accordingly post-migration since the two platforms use different variable tokens.

Every HD Ticket has linked Communication records representing agent replies and customer messages with timestamp, author, and message body. These map to HubSpot Ticket conversations in chronological order. We use the HubSpot Conversations API or batch import to populate the thread. Private communications in Frappe (internal notes) map to private notes on HubSpot Tickets if supported by the destination tier. Author email resolves to the corresponding HubSpot User or Contact record.

Portal branding, allowed ticket creation types, visibility settings, and white-label configuration in Frappe are platform-specific configuration records that do not have a direct migration path to HubSpot. We deliver a portal settings inventory documenting the current portal configuration. The customer's admin reconfigures portal branding, ticket creation rules, and access controls in HubSpot's portal settings post-migration.

Custom fields created via Frappe Custom Field DocType and added to HD Ticket Template or HD Customer form map to HubSpot custom properties on Ticket or Contact respectively. We flag all custom fields during discovery, map their values to destination properties of equivalent type (string, boolean, date, number, select), and include a re-addition guide for the admin because custom fields must be recreated in HubSpot Settings (not via template configuration as in Frappe). The Frappe HD Ticket Template render step is not required in HubSpot, which simplifies post-migration configuration compared to the source.

Tags on HD Tickets are stored as Tag entries linked to the ticket. We map tag names to HubSpot ticket tags. If the destination HubSpot subscription does not include a tagging feature, tags migrate as a custom multi-select property on the Ticket object.

Ticket and communication attachments stored in Frappe's public files directory migrate as HubSpot Files linked to the parent Ticket or Contact record via the Files API. Private Frappe files that require authentication cannot be re-downloaded without the site's active session cookie or API token; we flag inaccessible private files during the inventory phase and advise customers to temporarily make files public or export them manually alongside the structured data export before the migration window.