Migrate from Help On Task to HubSpot Service Hub

Help On Task tickets map directly to HubSpot Service Hub tickets. We extract Ticket ID, subject, status, priority, requester name and email, assignee email, created_at, updated_at, and conversation thread from the CSV export. HubSpot ticket pipelines and stages are pre-configured before migration so that ticket status maps to the correct pipeline stage value. Requester email resolves to a HubSpot Contact by email match; if no Contact exists we create one from the requester details.

Help On Task customer profiles (name, email, phone, company if present) map to HubSpot Contact records. Email is the dedupe key. We preserve the original Help On Task customer ID in a custom property hotspot_customer_id__c for audit and cross-reference. Any Help On Task customer without an email address is flagged for manual resolution because HubSpot Contacts require an email address.

Help On Task agent accounts map to HubSpot Users. We match by email address. Agents without a HubSpot User provisioned at migration time are held in a reconciliation queue pending admin provisioning. Role (admin, agent) from Help On Task maps to HubSpot User role assignment if applicable in the customer's Service Hub tier.

Help On Task conversation messages within a ticket export as a list of timestamped entries with author email and message body. We reconstruct the thread in HubSpot by creating Conversation records linked to the parent Ticket and Contact. Message ordering is preserved by timestamp. Attachments within conversations are flagged for download separately before the parent ticket import runs.

Help On Task tags on tickets are label-style metadata. We map tag names as-is to a HubSpot multi-select picklist custom property on the Ticket object (accessible in Starter and above). If tags are used for categorization rather than labeling, we offer a Topic-based alternative where tickets are associated to Topics via TopicAssignment records. The customer chooses the tag strategy during scoping.

Help On Task custom field values appear as columns in the CSV export but the field schema (types, required flags, options lists) is not included. We request the customer provide a screenshot or manual list of their Help On Task custom field definitions before migration. We create corresponding custom properties in HubSpot (with correct field types: text, number, date, dropdown, checkbox) before importing data so that values land in validated fields rather than plain text. Custom objects require Enterprise tier and are scoped separately.

Help On Task attachments are stored as signed or time-limited URLs. We download all attachments to a temporary blob store before the Help On Task source account is closed. Post-migration, we upload each file to HubSpot's file manager and attach it to the corresponding Ticket or Conversation record via the file_id reference. This step is time-sensitive because Help On Task attachment URLs expire after account closure and cannot be recovered.

If Help On Task has a knowledge base or if the customer uses a separate tool for help articles, we export article titles, body content, categories, and publication status. We create corresponding HubSpot Knowledge Base articles with the same slug, category assignments, and publish state. Unpublished drafts are migrated as drafts in HubSpot. If no knowledge base exists on the source, we document the absence and recommend HubSpot Knowledge Base as the rebuild target.

Help On Task ticket status values (e.g., open, pending, resolved, closed) map to HubSpot ticket pipeline stage values. We create a default ticket pipeline in HubSpot Service Hub before migration with stages that correspond to the customer's Help On Task status taxonomy. If the customer uses priority levels, we add a Priority property to the HubSpot ticket.

Help On Task does not have native SLA tracking. If the customer has documented SLA targets (first response time, resolution time) in an internal wiki or contract, we create HubSpot SLA policies in the Professional or Enterprise Service Hub tier post-migration. SLA policies attach to ticket pipelines and define milestone targets and business hours. This requires a separate configuration step after data migration.

Help On Task basic reporting (ticket volume, response times, agent workload) is preserved in HubSpot via the native Service Hub analytics. We ensure that ticket created_at, first_response_timestamp, and resolved_at are populated from the Help On Task export so that historical SLA compliance and agent productivity dashboards render correctly in HubSpot's analytics. Any custom reporting not natively available in HubSpot requires a separate BI tool or Operations Hub custom report type.

If Help On Task collects customer satisfaction data through embedded forms, we map any available satisfaction scores to HubSpot's custom properties on the Contact record. Native HubSpot CSAT surveys (Professional and above) do not migrate from Help On Task because they require the HubSpot survey builder. We deliver a list of the customer's Help On Task satisfaction records and a recommendation to configure HubSpot feedback surveys post-migration.