Migrate from Helpy to HubSpot Service Hub

Helpy Customers map to HubSpot Contacts. We extract Customer records from Helpy's CSV export (headers: name, email, company, locale) and post them to HubSpot via the Contacts API. The HubSpot Contact's email field serves as the dedupe key. Company name from Helpy becomes a Company association in HubSpot, resolved by matching domain or exact company name to an existing HubSpot Company record if one exists.

Helpy Tickets map directly to HubSpot Tickets. We map Helpy ticket fields (subject, body, priority, status, assignee) to HubSpot Ticket properties (subject, content, hs_ticket_priority, hs_ticket_status). Helpy channel (email, web, chat) maps to HubSpot's inbox_source property. The Helpy ticket number is preserved as a custom property helpt_ticket_id__c for reconciliation against the source system.

Helpy Ticket Replies are a standalone CSV type referenced by parent ticket number. We sort all replies by created_at timestamp before formatting, verify that the parent ticket exists in HubSpot by helpt_ticket_id__c, and post each reply to the HubSpot ticket's conversation timeline in chronological order. Replies arriving out of order or referencing a non-existent parent ticket are held in a reconciliation queue for manual resolution before the pass completes.

Helpy Categories are a discrete import type that organizes the Knowledge Base. We import all Helpy Categories into HubSpot as Knowledge Base Sections before the Docs pass begins. This sequencing is mandatory because HubSpot Knowledge Base articles require a Section assignment at creation time, and Helpy Docs reference category IDs in their CSV payload. We record the HubSpot Section IDs produced by the import pass and map them forward to the Docs pass.

Helpy Docs (KB articles) map to HubSpot Knowledge Base articles. We extract article content from Helpy, apply HubSpot's required markdown or HTML format, and wire each article to its corresponding HubSpot Section ID resolved from the Category pass. HubSpot's own migration guide recommends using their pre-built Knowledge Base importer for KB articles; we use their CSV-based bulk import workflow where available, or the API where the importer is not suitable for the customer's article volume.

Helpy Agent records are not a standalone CSV import type, so agents must be provisioned in HubSpot before ticket assignee mapping can complete. We extract every distinct agent email and name referenced on Helpy tickets, provision corresponding HubSpot User accounts via the HubSpot Users API, and map the Helpy assignee reference to the HubSpot User ID by email lookup at migration time. Inactive or departed agents are provisioned as inactive HubSpot Users so historical assignment data is preserved.

Helpy ticket tags map to HubSpot Ticket Tags. We audit the target Helpy instance's tag configuration during discovery (tag support in CSV varies by installed version), extract all distinct tag values from ticket records, and create corresponding HubSpot Tags before the ticket import pass. Tags are assigned to tickets as a post-import batch using HubSpot's Tags API. If tags span multiple tag categories in Helpy (e.g., topic tags and status tags), we prefix tag names with the category to avoid collisions in HubSpot.

Helpy's CSV import does not support inline attachments, and HubSpot's own migration guide explicitly flags that inline images cannot be migrated. We flag all attachment-heavy tickets during scoping, extract files to a managed CDN bucket, and provide a post-migration reference table mapping each ticket to its CDN-hosted files. The customer's admin pastes the CDN links into ticket replies in HubSpot as a manual post-migration step.

Helpy supports some custom metadata on tickets but the CSV schema for custom fields varies by installation. We audit the target Helpy instance's custom field configuration during discovery, create equivalent custom properties in HubSpot via the Ticket Properties API before migration begins, and map or flag fields that cannot be expressed in HubSpot's property schema (e.g., multi-select arrays that exceed HubSpot's picklist length limits).

Helpy automations (triggers and rules) are not exportable via CSV and have no documented API for bulk extraction. We document the existing automation logic during discovery, capturing trigger conditions, action types, and delay rules. We deliver a written inventory of every Helpy automation with a recommended HubSpot Workflow equivalent (e.g., ticket-assignment rules map to HubSpot Ticket Property workflows; SLA rules map to Service Hub SLA policies). The customer's admin rebuilds automations in HubSpot post-migration; this is not included in standard migration scope.

If Helpy tickets carry SLA metadata (first response time, resolution time targets by priority), we map these to HubSpot Service Hub SLA Policies (available from Professional tier). SLA targets migrate as custom properties on the Ticket object for reporting, while formal SLA enforcement requires configuration in HubSpot's Service Hub SLA Policy settings post-migration.

Helpy priority values (low, medium, high, urgent) map to HubSpot's hs_ticket_priority picklist. We audit the Helpy priority distribution during discovery and configure HubSpot's priority options to match. If the customer uses a non-standard priority scale, we create a custom picklist in HubSpot that mirrors the source values exactly.