Migrate from Help Sumo to HubSpot Service Hub

Help Sumo Tickets migrate to HubSpot Tickets as the primary record. Ticket ID, subject, description, status, priority, assignee, created date, and updated date map directly. We flag any Help Sumo custom fields on tickets and map them to HubSpot custom ticket properties, noting that destination field types must be compatible with source data format. If Help Sumo uses a queue-based routing model, we map queue assignment to HubSpot Teams for ticket routing.

Help Sumo Customer records contain name, email, company, and contact history. These map to HubSpot Contact and Company records. We create the Company record first (using the company field or parsed domain from email), then create the Contact linked to that Company. Email address serves as the dedupe key. Any Help Sumo contact fields that do not map directly to HubSpot standard contact properties become custom contact properties.

Help Sumo Agent accounts migrate to HubSpot Users. We map agent name and email directly, and resolve role or permission level from Help Sumo to the closest HubSpot User role equivalent. Active agents map to active HubSpot Users; inactive or deleted agents are held in a reconciliation queue for the customer's admin to decide whether to provision as active, inactive, or exclude.

Each Help Sumo ticket contains a chronological conversation thread. Individual message entries migrate as Ticket Replies in HubSpot, preserving the message body, author attribution (agent or customer), timestamp, and privacy flag. Internal notes in Help Sumo migrate as internal ticket notifications in HubSpot. We resolve the author email to the corresponding HubSpot User for agent messages and to the HubSpot Contact for customer messages.

Help Sumo flat-label tags on tickets map to HubSpot Ticket Labels. We map the tag names directly and flag any label name conflicts where Help Sumo uses the same label for different categories. Labels migrate as a comma-separated list on the HubSpot Ticket properties.ticket_labels field.

Help Sumo Knowledge Base article bodies migrate fully to HubSpot Knowledge Base articles. We map title, body content, category, publication status, and author. The destination regenerates article URLs based on the new slug, so we flag this for the customer and provide a redirect map for any public-facing KB links. Category hierarchy in Help Sumo maps to HubSpot article sections and folders.

Files attached to tickets or knowledge base articles migrate as HubSpot File records linked to the parent ticket or article. We flag attachments exceeding HubSpot's 25 MB per-file size limit and note any file types the destination does not support for preview. The migration preserves the original filename and attachment timestamp.

Help Sumo custom fields on tickets map to HubSpot custom ticket properties. We pre-create the destination custom properties in HubSpot with the appropriate field types (string, number, date, checkbox, select, multi-select) before migration. Field type compatibility is validated during scoping; if a Help Sumo field type has no direct HubSpot equivalent, we document the closest match and flag it for the customer's confirmation.

Help Sumo multi-channel inboxes (email and chat) map to HubSpot Shared Inbox records. We map the inbox name and routing rules to HubSpot's conversation routing and team assignment. Professional and Enterprise HubSpot tiers support multiple shared inboxes; Starter supports one. If the customer has more inboxes than their destination tier allows, we flag the constraint during scoping.

Help Sumo stores contact history and customer metadata (last contact date, total tickets, resolved tickets) as part of the Customer record. We map these to HubSpot Contact properties including hs_analytics_num_page_views, hs_analytics_num_visits, and any Help Sumo-specific custom contact properties. The HubSpot CRM layer then surfaces this data in the contact timeline automatically.

Help Sumo queues map to HubSpot Ticket Pipelines. We configure the destination pipeline with the relevant stages (New, Open, Pending, Solved, Closed) matching the customer's Help Sumo workflow. HubSpot Professional supports up to 100 ticket pipelines and HubSpot Enterprise adds SLA policies and conditional SLA rules per pipeline. We configure the pipeline structure before data migration begins.

Help Sumo priority levels (Low, Medium, High, Urgent) map to HubSpot SLA Policy conditions. HubSpot Enterprise supports conditional SLA policies based on ticket properties including priority, source, and contact tier. If the customer uses SLA tracking in Help Sumo, we document the SLA thresholds and map them to HubSpot SLA Policy conditions during the configuration phase.

Help Sumo basic satisfaction ratings map to HubSpot Customer Feedback Survey responses. HubSpot's native feedback surveys (CSAT, NPS, or custom) can be attached to ticket resolution and become the ongoing feedback mechanism post-migration. We map any existing Help Sumo satisfaction scores to HubSpot survey response records for historical continuity, though the survey instrument itself is rebuilt post-migration.