Migrate from Halo Service Desk to HubSpot Service Hub

Halo Tickets map to HubSpot Tickets with status, priority, source, and ticket ID preserved. Halo's conversation threads (internal notes and customer-facing replies) migrate as HubSpot Ticket conversations with the is_public flag controlling visibility. HubSpot Tickets are linked to Contacts via the contact_id association and to Companies via the hs_company_id property. We resolve these associations during import by matching the Halo customer email and company domain against the migrated Contact and Company records.

Halo Customers map to HubSpot Contacts with full name, email address, phone, and custom field values. Halo's site associations migrate as HubSpot Contact properties if the site data is stored as structured fields. Each Halo Customer may link to multiple contacts; we extract all associated contacts as separate HubSpot Contact records with a shared company association. Custom fields on Customer records migrate as typed HubSpot properties (string, number, date, boolean, select, multiselect) based on the Halo field type.

Halo Companies map to HubSpot Companies (the CRM term in HubSpot). The Company name, domain, and description migrate directly. Halo's Company-level custom fields (string, number, date, select, multiselect) map to typed HubSpot Company properties. HubSpot Company records are created before Contact import so that the hs_company_id lookup reference is satisfied at the moment of Contact insert. Multi-site companies from Halo (where a Company has multiple site records) require assessment during scoping to determine whether site data migrates as Company properties, custom object records, or separate Company entries.

Halo Agents map to HubSpot Users. We resolve agents by email match against the HubSpot User table. Agent-to-team assignments migrate as HubSpot team memberships. Any Halo Agent without a matching HubSpot User is held in a reconciliation queue for the customer's admin to provision before record import resumes, because OwnerId references on Tickets require a valid HubSpot User.

Halo KB articles with title, body content, category assignments, and publish status migrate to HubSpot Knowledge Base articles. Halo category hierarchies map to HubSpot Knowledge Base folders and subfolders. Article attachments migrate as linked file attachments. HubSpot's Knowledge Base importer (native) can supplement our migration for customers who prefer to use HubSpot's built-in import tool for article data specifically. Note: inline images in article bodies may require conversion to attachments per HubSpot's handling rules.

Halo SLA policies define response and resolution timeframes tied to ticket types and priorities. HubSpot Service Hub includes native SLA policies only at the Enterprise tier ($150/seat/month). Professional and Starter tiers require SLA tracking to be rebuilt as HubSpot Workflows with time-based actions and deadline fields. We deliver a written inventory of every Halo SLA policy with its calendar, business hours, breach threshold, and ticket-type conditions, mapped to the recommended HubSpot equivalent. The customer's admin rebuilds these in the workflow builder post-migration.

Halo custom fields of type text, number, date, dropdown, multiselect, and boolean map to equivalent HubSpot Contact, Company, or Ticket properties. Dynamic SQL lookup fields from Halo require special handling: the lookup references a related record in Halo's database, and we assess whether the referenced object is migrating or whether the lookup value should be stored as a string property in HubSpot. Custom fields of types not supported by HubSpot's property system (e.g., complex address structures) are stored as text and documented for admin review.

Halo supports storing customer credentials in protected password custom fields that are encrypted at rest. We do not migrate password custom field values as a security practice. We skip these fields during migration and document them in the pre-flight checklist, requiring explicit sign-off before migration proceeds. Affected customers communicate a credential reset process to users post-go-live.

Halo Assets are linked to Customers and Sites and contain serial number, type, and software/license data. HubSpot Service Hub does not have a native Asset object at Starter or Professional tiers. We assess during scoping whether assets migrate as HubSpot Custom Objects (Professional tier and above), as Ticket associations (where asset-linked tickets are the primary record), or as Company-level custom fields. The customer's use case determines the approach.

Halo Conversations (internal notes and customer-facing replies on a ticket) map to HubSpot Ticket conversations. Author attribution, timestamp, and the is_public flag migrate directly. Private internal notes in Halo appear as non-public ticket conversations in HubSpot. We preserve the conversation ordering by timestamp so the ticket timeline is complete on arrival.

Halo Teams group Agents for routing and queue management. These map to HubSpot Teams with the agent-to-team membership preserved. HubSpot Teams are used for ticket assignment routing and inbox management in Service Hub.

File attachments on Halo Tickets and KB articles migrate as HubSpot file attachments linked to the parent record. Large attachment volumes can extend migration run time significantly; we flag attachment-heavy accounts during scoping so teams can decide whether to include or exclude attachments from the migration scope. Inline images in tickets and KB articles may require conversion to standard attachments per HubSpot's handling rules.