Migrate from FuseDesk to HubSpot Service Hub

FuseDesk Cases map directly to HubSpot Tickets. Case status (open, pending, resolved, closed) maps to Ticket pipeline status values. Case priority maps to Ticket priority. The FuseDesk assigned agent resolves to a HubSpot User by email match. All channel thread messages from the Case timeline migrate as Ticket comments in chronological order, preserving the conversation context within each ticket. Custom Case fields migrate to HubSpot Ticket properties with type-matched field creation before migration begins.

FuseDesk Notes attached to Cases, including inline checklists, migrate as Ticket comments in HubSpot. We preserve checklist structure as bulleted text within the comment body and flag any checklist items that were marked complete versus pending at migration time. Internal-only notes in FuseDesk migrate as internal Ticket comments (visible to agents only) to preserve the same visibility boundary at the destination.

FuseDesk Agents map to HubSpot Users. We match by email address. Agent name, email, role (admin, agent), and active/inactive status migrate directly. Agent credentials and login sessions cannot be migrated; the customer's HubSpot admin provisions new user invitations after migration. Department memberships on the FuseDesk agent record map to HubSpot Teams membership.

FuseDesk Departments map to HubSpot Teams. Department names and Case routing rules are preserved as Team name and Team membership. Agents belonging to a FuseDesk department are added as members of the corresponding HubSpot Team during user provisioning. If the destination requires a different team structure, we document the mapping and the customer's admin confirms the final team assignments.

FuseDesk pulls contact data from Infusionsoft/Keap and ActiveCampaign via two-way sync. Contacts synced from Infusionsoft/Keap do not automatically exist in HubSpot. We map the synced contact fields to HubSpot Contact properties and create Contact records in HubSpot before Case migration so that the Ticket-to-Contact lookup is satisfied at insert time. Custom fields on the FuseDesk contact mapping migrate to custom HubSpot Contact properties discovered during scoping.

FuseDesk aggregates email, SMS, live chat, Facebook Messenger, Instagram DM, and phone into unified Case threads. Each message in the thread migrates as a Ticket comment with channel metadata stored in a custom property (channel_source). The original message timestamp preserves activity ordering. Channel-specific metadata (e.g., Facebook page name, phone number for SMS) migrates as comment properties where the HubSpot API supports extended attributes.

FuseDesk Templates for email, SMS, and notes are exported as structured content and categorized by type. HubSpot Service Hub supports Saved Replies as templated responses for agents. We deliver a template inventory document with content, category, and recommended Saved Reply placement. Agent-facing template formatting that FuseDesk supports but HubSpot Saved Replies do not (e.g., inline variable placeholders with custom syntax) are flagged for the admin to reconcile post-migration.

FuseDesk allows custom fields on Cases beyond the standard set. We discover custom field definitions via the FuseDesk API during scoping, map each to an equivalent HubSpot Ticket property (creating the property in HubSpot via the Properties API before migration), and flag any fields with data types that require transformation (e.g., date pickers, multi-select dropdowns, checkbox groups). Custom field schemas vary by FuseDesk account configuration and are fully enumerated in the scoping report.

FuseDesk Workflows automate Case routing, status triggers, and notifications based on Case triggers. The FuseDesk API does not expose workflow definitions, so we cannot retrieve trigger conditions, filters, or action sequences. We export the existence and names of active Workflows as a structured list. The customer receives a written Workflow inventory with recommended HubSpot Workflow equivalents and an estimated rebuild hours requirement. Workflows are rebuilt manually by the admin post-migration and are scoped outside the data migration fee.

FuseDesk exposes agent performance, Case volume, and customer satisfaction metrics in its reporting dashboard. These are aggregate data not associated with individual records and are not available for export via the API. We deliver a written report inventory documenting every FuseDesk report by name, metric type, and date range, with recommended HubSpot report equivalents and the estimated rebuild hours for the customer's admin. Report rebuild is outside the data migration scope.

FuseDesk stores per-message channel metadata (source channel, sender identifier, thread identifier) on each message within a Case thread. We migrate channel metadata as custom properties on each Ticket comment in HubSpot. This preserves the origin channel for each message, allowing agents to filter or sort by channel in HubSpot's ticket view.

FuseDesk optionally links Cases to Companies via its CRM sync with Infusionsoft/Keap. Companies synced from the CRM do not automatically exist in HubSpot. We map synced Company fields to HubSpot Company properties, create Company records before Case migration, and resolve the Ticket-to-Company association at insert time. If the customer is not using the FuseDesk Company feature, this object is skipped.