Migrate from Herodesk to HubSpot Service Hub

Herodesk Customer records map 1:1 to HubSpot Contacts. We preserve email, full name, phone, and any custom properties. Address and locale data map to HubSpot standard Contact properties. The primary email address is used as the dedupe key during import to prevent duplicate Contact creation. If Herodesk Customers have associated webshop order references (from Shopify, WooCommerce, etc.), we store the order URL as a custom Contact property since Herodesks eCommerce integration context lives as linked order references rather than embedded fields.

Herodesk Tickets (called Conversations in the Herodesk UI) map to HubSpot Tickets. Each Herodesk inbox maps to a corresponding HubSpot team Inbox or shared mailbox. We set up HubSpot ticket pipelines and status values during schema design to match Herodesks open, pending, resolved, and closed states. Assignee resolution uses the User mapping: Herodesk agent email matches HubSpot User email. Message history (customer and agent replies) migrates as threaded conversation records within the HubSpot Ticket.

Individual messages within a Herodesk Ticket migrate as HubSpot conversation records linked to the parent Ticket. Sender identity (customer vs agent) is preserved. Internal notes in Herodesk migrate as private conversation records in HubSpot. Timestamp ordering is preserved so the conversation timeline is complete and chronological in HubSpot.

Herodesks Inboxes (which aggregate channels and agent access) map to HubSpot Team Inboxes. Multiple Herodesk inboxes on Plus plan consolidate into HubSpot team inboxes with associated routing rules. On Lite plan only one inbox exists, so this mapping is straightforward but limited in scope. Herodesks channel assignments per inbox are resolved during this mapping phase.

Herodesks channel types (Email, Facebook, Instagram, Chat) map to HubSpot Conversation channels. Email channels map directly. Facebook Messenger channels map to HubSpots Facebook Messenger integration. Instagram direct messages map via webhook configuration in HubSpot since HubSpot does not have native Instagram channel support; we flag this as a configuration step during the HubSpot setup phase. Chat maps to HubSpot Conversations inbox directly.

Herodesk Tags (both manually applied and workflow-applied) migrate as HubSpot Ticket Labels. Tag names preserve exactly as they appear in Herodesk. Auto-tagging logic does not migrate (see Workflow Automations note); we preserve the tag names and document which Herodesk workflow rules applied them so the customer can rebuild the auto-tagging logic as HubSpot workflow conditions post-migration.

Herodesk Users map to HubSpot Users by email. We extract name, email, and role (admin, agent) from Herodesk and provision the corresponding HubSpot Users. Note that Herodesk Lite plan permits only one user, which constrains migration scope significantly on that tier. Multi-agent migrations from Plus plan require each Herodesk agent to have a corresponding HubSpot User provisioned before migration begins.

File attachments on Herodesk tickets and messages migrate via the Herodesk API download endpoint and re-upload to HubSpot as Ticket attachments. Original filenames and MIME types are preserved. Inline images embedded in ticket body HTML may require re-insertion as separate attachments in HubSpot depending on how Herodesk stores them; we flag this during the export phase and handle on a case-by-case basis. Attachments migrate as the last step after parent Ticket records exist in HubSpot.

Herodesk Workflow Automations (routing rules, auto-tagging, auto-reply triggers) have no portable export representation in the Herodesk API. We perform a manual audit during discovery, document each active workflow with its trigger conditions, actions, and applied inbox/channel scope, and deliver this as a written Workflow Specification Sheet. The customer or a HubSpot partner rebuilds equivalent logic as HubSpot Workflows post-migration. This is a manual reconstruction, not an automated migration.

Herodesks AI Agent configurations (automatic reply rules, translation settings, routing preferences) are stored in Herodesks rules engine and have no export representation. We audit the active AI Agent setup during discovery, document the reply rules and escalation logic in plain-language format, and deliver it as an AI Configuration Specification. HubSpot Service Hub Professional and above include Breeze AI Customer Agent for replacement. FlitStack AI does not configure Breeze AI as part of the migration scope; we deliver the specification and the customer configures the agent post-migration.

Order references from Herodesks connected webshops (Shopify, WooCommerce, Magento, Prestashop) appear as context inside Customer and Ticket records. We preserve the order URL and key identifiers (order number, total, status) as custom Contact or Company properties in HubSpot. Full order line-item data belongs in the eCommerce platform and is not migrated as a CRM object. If the customer uses HubSpots native Shopify connector post-migration, they can re-establish live order context without re-importing historical orders.

Herodesk has no native knowledge base, so this object is not applicable on the source side. If the customer wishes to import knowledge base content into HubSpot Service Hub, HubSpot provides a pre-built Knowledge Base importer accessible from HubSpots Settings > Knowledge Base > Import. FlitStack AI does not migrate Knowledge Base records as part of the standard migration pipeline. We document the HubSpot Knowledge Base importer process in the handoff specification and assist the customer in locating and using it.