Migrate from HelpDesk 3 to HubSpot Service Hub

HelpDesk 3 Tickets map directly to HubSpot Service Hub Tickets with status, priority, assignee, and linked customer preserved. The ticket subject becomes hs_ticket_subject, description_text migrates to the ticket body, and created_at timestamps transfer to hs_createdate. HelpDesk 3's multi-email linking to a single ticket resolves through the Contact lookup in HubSpot by primary email address. Custom status values require mapping to HubSpot pipeline stage equivalents during the field mapping phase.

HelpDesk 3 Customer records map to HubSpot Contacts with email, name, phone, and company preserved. Company association migrates to the HubSpot Contact's associated company lookup. Where HelpDesk 3 stores a customer with multiple email addresses, the primary email becomes the Contact record and additional emails are stored in a custom multi-email property. We run deduplication by email before import to prevent duplicate Contact records in HubSpot.

HelpDesk 3 Agent accounts map to HubSpot Users via email match. Agent name, email, role, and availability settings migrate to the corresponding HubSpot User profile fields. HelpDesk 3 role scopes (admin, agent) map to HubSpot User permissions. If a HubSpot User does not exist for an Agent email, we hold the agent in a reconciliation queue and flag it for the customer's admin to provision before record import.

HelpDesk 3 knowledge base articles export as structured HTML with title, body content, category, and visibility settings. We remap article categories to HubSpot Knowledge Base article categories and reformat HTML body content into HubSpot's article editor format. Articles marked private in HelpDesk 3 require manual visibility configuration in HubSpot post-migration. HubSpot's article gating options (password, membership-based) require separate admin setup after import.

HelpDesk 3 stores in-app chat transcripts and email threads as separate conversation objects, both linked to the same ticket. We flatten both conversation types into a single chronological HubSpot conversation timeline. Each message carries a channel tag (email or chat) so agents can filter by original channel. Failing to merge produces duplicate or out-of-order message artifacts in HubSpot's thread view. We validate thread order against HelpDesk 3's created_at timestamps before finalizing.

HelpDesk 3 file attachments linked to tickets and FAQ articles export to local or cloud storage. We import files to HubSpot's file manager and relink references to the corresponding Ticket or Knowledge Base Article. Attachments stored as external URLs in HelpDesk 3 require the URL to be preserved as a custom property or note because HubSpot file imports require file upload, not URL reference. Orphaned attachments with no valid ticket association are flagged during the audit phase.

HelpDesk 3 ticket tags migrate to HubSpot ticket tags. Tag namespaces between platforms may differ and are normalized during the mapping phase. Tags used for content classification in HelpDesk 3 FAQ articles migrate to HubSpot Knowledge Base article tags or categories depending on their use. The customer selects tag strategy during scoping to determine whether tags become HubSpot ticket tags, custom multi-select fields, or topic associations.

HelpDesk 3 custom ticket fields require HubSpot property pre-configuration before any data import. We define equivalent custom properties in HubSpot during the schema phase, matching data types (text, number, date, dropdown, checkbox) and required settings. If HelpDesk 3 stores a custom field that has no HubSpot equivalent, we flag it during discovery and document the gap for the customer's admin to resolve.

HelpDesk 3 ticket status workflows (open, pending, resolved, closed) map to HubSpot ticket pipeline stage values. We configure one or more HubSpot ticket pipelines during the schema phase, mapping HelpDesk 3 statuses to the closest HubSpot equivalents and flagging any custom HelpDesk 3 statuses lacking a direct HubSpot counterpart. SLA policies defined in HelpDesk 3 require manual configuration in HubSpot Service Hub after migration.

HelpDesk 3 portal visibility rules and submission form configurations are tied to its CMS module and are not structurally portable. We document the portal configuration during the audit phase so the customer's admin can manually rebuild it in HubSpot's customer portal or Experience Cloud. Portal-related ticket routing rules do not migrate and require reconfiguration in HubSpot after cutover.

HelpDesk 3 billing records tied to client accounts migrate as custom contact properties if the destination HubSpot plan does not include a billing module. We consolidate invoice and payment records into the Contact profile as structured notes or custom fields. If the customer requires a standalone billing object, we document the schema requirement for the admin to configure a HubSpot custom object post-migration.

HelpDesk 3 Company records map to HubSpot Companies. The company name, domain, and address fields migrate directly. We use the domain as a dedupe key during import to prevent duplicate Company records. Company-to-Contact association in HubSpot resolves at Contact import time by matching the contact's email domain to an existing Company record.