Migrate from Helprace to HubSpot Service Hub

Helprace Tickets carry subject, body, status, priority, assignee, tags, custom fields, and a full activity/reply log. Helprace's bulk export does not include tickets — we call the Ticket API endpoint with pagination and conservative backoff assumptions (no rate limits published). We map status to HubSpot Ticket pipeline stages, priority to a HubSpot priority property, and assignee to the HubSpot Owner (resolved by email). Custom fields are pre-provisioned as Ticket properties before migration. Reply threads migrate as conversation records attached to the HubSpot Ticket.

Helprace Users have profiles with email, name, organization membership, and group assignment. We map these to HubSpot Contacts with organization membership preserved as a Company association (via HubSpot's Company and Contact link) and group membership stored as a multi-select custom property on the Contact. Email is the dedupe key for Contact insert.

Helprace Organizations group users and allow ticket sharing across members. This is a first-class object with a stable schema. We migrate org names and create HubSpot Company records, then link associated Contacts to their Company via the HubSpot Company-Contact association during Contact import.

Helprace User Groups control access to restricted spaces and drive workflow routing. We preserve group names and membership lists. If HubSpot Teams are used, we map group names to Team names and assign agents to their corresponding HubSpot Team. Alternatively, we store group membership as a multi-select custom property on the Contact or User record.

Helprace Teams represent departments or office branches. We map team names and assign agents to their corresponding HubSpot Team. HubSpot Teams are available at all Service Hub tiers and control ticket assignment routing and reporting visibility.

Helprace KB articles have title, body, category, and visibility settings. Helprace supports bulk CSV export for KB content — we use that path when available and fall back to API pagination for full article fidelity. Articles are migrated to HubSpot Knowledge Base articles within the customer's Knowledge Base, preserving category structure and visibility (public or internal) as article settings.

Helprace Saved Replies use a placeholder syntax ({{customer.name}}, {{customer.email}}) that differs from HubSpot's snippet variable model. We export the raw text with placeholders intact and recreate them as HubSpot Snippets or email templates, flagging records that require manual review to replace Helprace placeholders with HubSpot's {{contact.}} token syntax. This is a content correction step, not a data-loss risk.

Helprace Macros update multiple ticket properties in a single click (field updates, assignments, tag adds). We export the action list and reconstruct them as HubSpot Workflows with enrollment criteria and the equivalent ticket property update actions. The customer reviews and activates each Workflow post-migration. Note that HubSpot Workflows are enrollment-triggered rather than one-click apply, so the workflow logic is translated to the closest HubSpot equivalent.

Helprace Community Topics are organized by feedback type (Questions, Ideas, Problems, Praise) with title, body, reply threads, vote counts, and status. HubSpot Service Hub has no native community forum object. We deliver a written inventory of every Community Topic with its full reply thread, vote count, and status, organized by topic type, for the customer's admin to evaluate as Knowledge Base articles, shared inbox topics, or a third-party community tool (like HubSpot's community partner integrations). Topic threads do not migrate as code.

Tags organize tickets, filter reports, and trigger workflows in Helprace. Tag names are free-form strings. We preserve the full tag list and reapply tags to migrated tickets on HubSpot using the Tag API endpoint or as ticket property values, depending on HubSpot's current tag support at the customer's subscription tier.

Helprace custom fields on tickets can be required or optional with various field types. We export field names, types, and values, then create matching custom properties on the HubSpot Ticket object before loading records. Field type mapping handles text, number, date, dropdown, and checkbox variants.

Helprace customers rate support interactions with a rating value and optional comment. HubSpot Service Hub's native CSAT surveys are a separate object that requires survey setup. We migrate the rating value and comment as a custom numeric property and long-text property on the HubSpot Ticket, preserving the original rating context without requiring native survey reconfiguration.

Helprace attachments on tickets and community posts are stored as URLs pointing to Helprace's file store. We download files locally and re-upload to HubSpot's file storage attached to the corresponding Ticket or Contact record, preserving filenames and original attachment context.