Migrate from Freshdesk to HubSpot Service Hub

Freshdesk Tickets map directly to HubSpot Tickets. Subject, status, priority, type, source/channel, and requester link migrate. Freshdesk's channel field (email, phone, chat, portal, tweet, Facebook, survey, forwarded email) is normalized to HubSpot channel values; non-standard Freshdesk channels default to 'custom' and the original channel name is preserved in a metadata field. Freshdesk ticket ID is stored in a custom HubSpot field for cross-reference.

Freshdesk Contacts (requesters) map to HubSpot Contacts. Name, email, phone, job title, language, and company association migrate. Custom contact fields require pre-creation in HubSpot before migration; we create all custom field definitions in HubSpot during the schema phase and map values during transform. Freshdesk contact ID is preserved in a custom HubSpot field for audit. Contact import requires at least 10 existing tickets in Freshdesk for CSV method; we use the API to bypass this gate.

Freshdesk Companies map to HubSpot Companies. Company name, domain, industry, and custom fields migrate. The Freshdesk contact-company relationship is preserved as the HubSpot Contact-Company association at migration time. If a Freshdesk contact has no company, we create a stub Company record and link it. Companies are migrated before Contacts to satisfy the lookup dependency on insert.

Freshdesk Agents map to HubSpot User records. We match Freshdesk agents by email against existing HubSpot Users in the destination portal. Agents who are also ticket requesters are flagged during scoping to prevent circular references. Any Freshdesk agent without a matching HubSpot User is held in a reconciliation queue; the customer's HubSpot admin provisions missing Users before record migration resumes. Agent groups and roles are documented in the migration inventory for rebuild in HubSpot Teams and permission sets.

Freshdesk Conversations (public replies, private notes, and incoming emails) map to HubSpot Ticket conversation records. Each conversation has author, timestamp, body text, and attachments. We preserve the full conversation thread ordering by timestamp. Private notes from Freshdesk migrate as internal ticket notes in HubSpot. Attachments migrate as HubSpot file attachments linked to the conversation record. HTML content is preserved and rendered in HubSpot's conversation view.

Freshdesk SLA Policies (available on Pro and Enterprise) define response and resolution deadlines. We audit every SLA policy definition during scoping and deliver a written mapping to HubSpot's SLA configuration. HubSpot SLAs are set at the ticket pipeline level and reference business hours. SLA policy names and definitions are preserved in a migration inventory document; the customer's admin configures the equivalents in HubSpot after migration.

Freshdesk Products are items associated with tickets for asset tracking. HubSpot Service Hub does not have a native Product object for support use cases; we map Freshdesk product associations to a custom multi-select picklist on the Contact record or to a custom object depending on the customer's asset management requirements. Product name and description are preserved. The customer selects the mapping strategy during scoping.

Freshdesk tags are flat cross-object labels applied to tickets, contacts, and companies. Tags migrate as HubSpot Tags and are associated with the relevant Ticket, Contact, and Company records. Tag spelling and case are preserved exactly. If the tag count exceeds HubSpot's practical limit, we consolidate low-frequency tags into an 'other' catch-all tag and note the full list in the migration inventory.

Freshdesk time entries (billable or non-billable, with duration and notes) migrate as custom time-tracking fields on the HubSpot Ticket record or as line items in a custom object depending on whether the customer needs reporting on agent time. Billable flag migrates as a boolean custom field. We confirm the time-tracking strategy during scoping based on reporting requirements.

Freshdesk CSAT surveys generate satisfaction ratings attached to tickets (satisfied/dissatisfied score plus comment). Ratings migrate as custom fields on the HubSpot Ticket record: csat_rating (number) and csat_comment (text). If the customer uses HubSpot's native surveys in Professional or Enterprise, we document the mapping as a reference for post-migration survey configuration.

Freshdesk Collaborators are view-only users added to tickets for context. Up to 5,000 are included in paid plans. Collaborators migrate as HubSpot Contacts with a collaborator flag custom field. We note the view-only nature in the migration inventory; HubSpot's permission model handles access via Teams and permission sets rather than a separate collaborator role.

Freshdesk custom ticket fields and custom contact fields require pre-creation in HubSpot Service Hub before any data import. We extract the full custom field definition (field name, type, options, required flag) during scoping and create matching HubSpot custom properties during the schema phase. Custom field API names are preserved where possible; HubSpot naming conventions are applied where they conflict. Custom field ordering in HubSpot ticket forms requires manual configuration by the customer's admin post-migration.