Migrate from Helpshift to HubSpot Service Hub

Helpshift Issues map directly to HubSpot Service Hub Tickets. The Issue title becomes Ticket name, status maps to Ticket status (Open, Pending, Closed, Escalated), priority maps to Ticket priority (Low, Medium, High, Urgent), and the created-at timestamp migrates as a custom property hs_issue_created_at__c for audit. Custom Issue Field values migrate as custom properties on the HubSpot Ticket. Issue Assignee resolves to HubSpot Ticket owner (User) via email match. Issue Tags become Ticket labels.

Helpshift conversation messages export as a flattened timeline per Issue via the REST API. Each message includes body text, timestamp, and participant type (Agent or End-user). We import messages as Ticket conversation entries in HubSpot, preserving the message sequence order via the hs_timestamp property. End-user messages appear as contact-replied entries; agent messages appear as agent-replied entries. Private internal notes from Helpshift migrate as internal Ticket notes in HubSpot.

Helpshift end-users map to HubSpot Contacts. User email is the primary dedupe key. If the Issue was submitted by an anonymous user (especially from a legacy SDK period below version 6.x), we flag those records during scoping — anonymous Issues cannot have user identity restored. User metadata (device platform, app version, language) stored on the Issue migrates as Contact custom properties hs_device_platform__c, hs_app_version__c, and hs_user_language__c.

Helpshift Agents (Admin, Supervisor, Agent roles) map to HubSpot Users. We resolve agents by email address. Agent role maps to HubSpot User role (Admin, Regular). Agents without an email match enter a reconciliation queue for the customer's HubSpot admin to provision. Group associations in Helpshift map to HubSpot Teams.

Custom Issue Fields (CIFs) defined per-app in Helpshift Settings > Workflows export as key-value pairs per Issue. We create matching custom properties on the HubSpot Ticket object during schema design. Dropdown CIFs in Helpshift are limited to 1,000 selectable options — if the destination mapping exceeds this, we split into multiple properties or use a text-type field. Multi-select CIFs map to HubSpot multi-select contact or ticket properties.

Helpshift Tags are flat string labels attached to Issues. We export all tag names and their associated Issue IDs, then map tags to HubSpot Ticket labels. Labels are native to the Ticket object and require no custom field creation. Tags with special semantic meaning (e.g., priority routing, SLA tier) are documented separately for the customer to decide whether to recreate as HubSpot Workflow triggers.

Helpshift FAQs and FAQ Sections export via REST API with full article body text, section hierarchy, and publication state. We create matching HubSpot Knowledge Base sections and articles, preserving article slug, body HTML, section parent-child relationships, and publish status. Article authors and tag associations migrate as article metadata.

Helpshift Apps define which SDK configurations and settings apply to an Issue stream, and multiple apps can feed a single inbox. We document the app-to-inbox mapping during discovery and translate it into HubSpot Inbox configuration. Each Helpshift app becomes a HubSpot Inbox or a pipeline within a shared Inbox, with routing rules rebuilt as HubSpot Workflows.

Attachments on Helpshift Issues export as file references with metadata (filename, MIME type, size, URL). We download each attachment to our migration blob store, then re-upload to HubSpot as Ticket attachments or as Files linked to the Contact record. Large binary files exceeding HubSpot's import payload are stored externally with a reference URL migrated into a custom Ticket property.

Helpshift Automations (auto-tagging, auto-assigning, auto-replying) are workspace-level configuration not exposed via API. We document every active Automation rule during discovery — trigger type, conditions, and actions — and deliver a written inventory with recommended HubSpot Workflow equivalents. The customer's admin rebuilds these as HubSpot record-triggered or time-delay Workflows. This step is outside the data migration scope.

Helpshift Smart Views (saved filter sets) and Queues (routing and priority configurations) are workspace settings that do not export as structured data. We document every Smart View and Queue during discovery — filter criteria, sort order, agent assignment rules — and deliver a written map of equivalent HubSpot saved views and Team routing rules. Manual rebuild by the customer's admin is required and must be planned into the migration timeline.

Helpshift tracks user-level metadata (device platform, OS version, app version, language, location) attached to Issues rather than as a standalone user object. This metadata migrates as Contact-level custom properties in HubSpot. If the same end-user appears across multiple Issues, metadata values are reconciled by taking the most recent value. This data is valuable for segmentation in HubSpot but requires the end-user identity to be present on the Contact.

Helpshift records the channel source of each Issue (Email, Chat, SDK, API, Web). This field maps to HubSpot Ticket source. If a custom source type in Helpshift does not have a HubSpot equivalent, we map it to a custom Ticket property hs_issue_source__c to preserve the full source attribution.