Migrate from Glassix to HubSpot Service Hub

Glassix Tickets map directly to HubSpot Service Hub Tickets. The Glassix channel field (email, chat, WhatsApp, Facebook, Instagram, Apple Messages) maps to the HubSpot Ticket source property, and the Glassix status and priority fields map to HubSpot Ticket status and priority. We create HubSpot Pipelines to represent Glassix's ticket workflows, with pipeline stages aligned to Glassix ticket status values. Custom fields on Glassix tickets (setField definitions) are pre-created as HubSpot custom properties before migration and mapped by API name. Glassix's department routing maps to HubSpot Teams, with individual agent assignments resolved via the Agent-to-User mapping.

Glassix Customer profiles map to HubSpot Contacts. The Glassix contact record carries email, name, phone, channel preferences, and interaction history. We map Customers to Contacts preserving the glassix_customer_id in a custom contact property for audit traceability. If Glassix Customer records include company associations, we also create HubSpot Companies and link them to Contacts via the company_id lookup during migration. Channel opt-in flags (email, SMS, WhatsApp) migrate to HubSpot contact properties that feed email subscription and marketing consent.

Glassix Conversations attach to Tickets and Customers as threaded message records with timestamps, author, body, internal note flags, and attachments. We map Glassix Conversations to HubSpot Ticket Conversations by inserting each message as a conversation entry on the migrated Ticket. The Glassix author (agent or customer) resolves to the migrated HubSpot User or Contact respectively. Internal notes with privacy flags become HubSpot private replies on the Ticket. Attachments migrate as files linked to the conversation entry. Message chronology is preserved by setting the HubSpot timestamp to the original Glassix message_created_at value.

Glassix Agents map to HubSpot Users by email address. The Glassix agent record carries name, email, role, department assignment, and availability status. We resolve HubSpot OwnerId references during migration by matching Glassix agent email to HubSpot User email. Agents without a matching HubSpot User go to a reconciliation queue for the customer's admin to provision accounts before record import continues. Department assignments from Glassix map to HubSpot Teams during the schema configuration step.

Glassix Channels (email, chat, WhatsApp, Facebook, Instagram, Apple Messages, voice) are communication mediums that define how a ticket enters the inbox. HubSpot Service Hub does not have a standalone Channel object. We map Glassix channel types to the HubSpot Ticket source property (Email, Chat, WhatsApp, Facebook, Instagram) and route to the corresponding HubSpot Inbox by setting the ticket inbox_id or using a post-migration workflow that assigns by source value. Voice channel tickets map to HubSpot Inbox with a custom source value and call metadata preserved in custom Ticket fields.

Glassix Departments group agents and route incoming tickets by department assignment. We create HubSpot Teams matching Glassix department names and map agent assignments during the user migration step. Ticket department routing from Glassix translates to HubSpot Team assignment on the Ticket object. If Glassix has department-specific custom fields, those are created as Team-scoped custom properties in HubSpot.

Glassix Ticket custom fields (setField API values) are identified during scoping and pre-created in HubSpot as Ticket custom properties with matching data types. String fields map to HubSpot single-line text or multiple-line text; date fields map to HubSpot date pickers; number fields map to HubSpot number properties; select fields map to HubSpot single-select or multi-select picklists. Custom property API names are preserved from Glassix with a glx_ prefix to avoid naming conflicts in HubSpot. We flag any Glassix custom fields that cannot be typed-equivalently in HubSpot and document them as note fields or separate text properties.

Glassix AI chatbot configurations include trigger rules, intent definitions, response templates, and training data. HubSpot Breeze Agent uses a different architecture (AI-powered rather than rule-based) and has no direct import path for Glassix chatbot logic. We extract chatbot configuration details as a written inventory document covering intents, trigger conditions, response templates, and escalation rules. The customer's admin uses this document to rebuild equivalent bot flows in HubSpot Breeze Agent. We do not migrate chatbot training data or AI model weights as these are platform-specific.

Glassix Workflows automate ticket routing, escalation, and auto-response based on conditions. HubSpot Workflows use a different trigger and action model. We do not migrate Workflows as functional automation code. We deliver a written inventory of every active Glassix Workflow covering the trigger type (ticket created, channel match, keyword match, time-based), conditions (field values, customer properties), and actions (assign, route, respond, tag). The customer's HubSpot admin uses this inventory to rebuild equivalent logic in HubSpot Workflows or Breeze Agent.

Glassix Knowledge Base articles power chatbot responses and self-service. We export article content, categories, and associations from Glassix as structured HTML and Markdown files. HubSpot has a native Knowledge Base article importer (available from the Knowledge Base settings in Service Hub) that accepts article content in bulk. We prepare the export in a format compatible with HubSpot's importer, including article title, body HTML, folder/category mapping, and status. The customer runs the HubSpot-native importer as the final step; we deliver the prepared file and category mapping document alongside it.

Glassix analytics dashboards (response time, CSAT, resolution rates, channel performance, agent metrics) are rendered report objects, not raw data records. We do not migrate historical analytics because Glassix does not expose underlying data via API in a form suitable for replication. We deliver a written report schema inventory listing every Glassix report with its metrics, dimensions, filters, and visualization type so the customer's HubSpot admin can rebuild equivalent reports in HubSpot's native reporting module using migrated Ticket data.

If Glassix Customer records contain company domain or company name data, we create HubSpot Company records linked to migrated Contacts. The Glassix company identifier maps to HubSpot Company domain or name. HubSpot's company-company deduplication uses the domain field as the primary key. Company records are created before Contact migration so that the Company association is resolved at Contact insert time.