Migrate your House-on-the-Hill Service Desk data
UK-based ITSM and help desk platform offering cloud and on-premises deployment with AI-supported ticket routing, knowledge base, and SLA management for IT, HR, and facilities teams.
In its favor
Why people choose House-on-the-Hill Service Desk
The signal that keeps House-on-the-Hill Service Desk on the shortlist. Sourced from G2, Capterra, and customer scoping calls.
The platform supports both cloud-hosted and on-premises deployment, making it a practical choice for organisations with strict data-residency or compliance requirements that preclude pure-SaaS tools.
Customers value the built-in knowledge base for publishing articles linked to ticket resolution, reducing repeat inbound volume without requiring a separate KB vendor.
The AI-powered ticket routing and smart self-service chatbot capabilities allow support teams to automate initial triage and deflect common queries before an agent touches them.
Mobile compatibility means agents can manage tickets and respond to customers from iOS and Android devices without being tied to a desktop workstation.
The platform positions itself as serving IT, HR, facilities, and governance teams under a single ESM umbrella, which appeals to organisations wanting one system of record across departments rather than siloed tools.
The platform lacks a documented public REST API for automated CRUD operations; migration relies on CSV flat-file exports from the UI, which limits automation scope and makes large-volume migrations time-consuming to repeat.
Customer reviews are scarce with limited third-party presence, making independent evaluation of feature parity against newer platforms such as Freshservice or Jira Service Management difficult for teams in competitive selection processes.
The HTTPS Report API only exposes pre-configured report output as JSON; it does not provide a general-purpose data access layer, so real-time integration with downstream BI tools or CRM systems requires custom middleware development.
Reasons to switch
Why people leave House-on-the-Hill Service Desk
The recurring reasons buyers give for replacing House-on-the-Hill Service Desk. Presented as facts, not knocks.
Platform scorecard
Strengths, weaknesses, and where House-on-the-Hill Service Desk fits
Grades across six dimensions, plus a SWOT-style view of where the platform shines and where it falls short.
SWOT — strengths, weaknesses, and use-case fit
Strengths
Weaknesses
Where it works
Where it struggles
Pricing tiers
House-on-the-Hill Service Desk pricing overview
House-on-the-Hill does not publish pricing on its public website. Quotes are issued directly by the sales team based on the number of agents, selected modules (ITSM, ESM, Customer Support), and whether the deployment is cloud-hosted or on-premises.
Not publicly published
Tier 1 of 1
Contact vendor
What's included
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Book a free 30 minute consultationPricing is informational. FlitStack AI does not bill on House-on-the-Hill Service Desk's schedule — see our quote-based pricing →
What gets migrated
House-on-the-Hill Service Desk object support
Object-by-object support for House-on-the-Hill Service Desk migrations. Per-pair details surface during scoping.
Tickets
Fully supportedTickets are the primary record type and migrate cleanly via CSV. We export the ticket database from Settings Cog > More Tools and map source columns to the destination ticket schema. Status, priority, and assignment fields are migrated as-is. Any notes or internal comments are included in the conversation thread export.
Contacts
Fully supportedContacts are stored as a separate database in Hoth. We export Contacts via CSV and import them first to establish the customer record before tickets are loaded. Email address and name fields map directly to standard contact properties in most destination platforms.
Agents
Mapping requiredAgent accounts are stored in a distinct database but the HTTPS Report API does not expose agent records for automated export. We export agent data from the UI CSV export where available, then map source agent IDs to destination agent email addresses at import time.
Companies
Mapping requiredCompanies (organisations) are a separate database in Hoth. We map the company name and domain fields to the destination account/organisation object. Where the destination uses a flat contact model, company data is merged into the Contact record as a custom property.
Knowledge Base Articles
Mapping requiredKB articles are stored separately from tickets. We export them as structured records and map them to the destination KB schema including category assignments and any custom article fields. Article-body HTML is preserved as-is at migration time.
Attachments
Mapping requiredFile attachments are stored in Hoth's document management area and linked to tickets by ID. We export the file attachments separately from the ticket CSV and re-associate them in the destination platform using the migrated ticket IDs. This requires a two-phase export: tickets first, then attachments using the returned ID map.
Custom Fields
Mapping requiredCustom ticket and contact fields are defined in the Hoth form designer. We inspect the field schema via the CSV export template and map each custom field name to the equivalent destination field. Dropdown and multi-select custom fields require value-level mapping if the destination uses different enumerated lists.
SLA Records
Mapping requiredSLA policies and their association with tickets are not independently exportable from the ticket record. We extract SLA name and breach time from the ticket export where present and recreate SLA rules in the destination platform manually, then associate them with migrated tickets via a post-migration script.
Conversations
Fully supportedTicket conversations (public replies and internal notes) are stored as a related table. We export the conversation thread linked to each ticket by ticket reference number and import them in ticket-ID order. The sequence of agent and customer messages is preserved.
Tags
Mapping requiredTags are a flat label system applied to tickets. We export tags as a comma-separated string per ticket and split them into the destination tag array at import time. Where the destination uses a separate tagging taxonomy, tags are mapped to the nearest matching label set.
Service Level Agreements
Mapping requiredSLA definitions are configured in Hoth's Service Level Management module. The HTTPS Report API does not expose SLA records independently. We capture SLA assignments per ticket from the ticket export and recreate SLA rules in the destination based on the captured policy name and targets.
| Object | Support | Notes |
|---|---|---|
| Tickets | Fully supported | Tickets are the primary record type and migrate cleanly via CSV. We export the ticket database from Settings Cog > More Tools and map source columns to the destination ticket schema. Status, priority, and assignment fields are migrated as-is. Any notes or internal comments are included in the conversation thread export. |
| Contacts | Fully supported | Contacts are stored as a separate database in Hoth. We export Contacts via CSV and import them first to establish the customer record before tickets are loaded. Email address and name fields map directly to standard contact properties in most destination platforms. |
| Agents | Mapping required | Agent accounts are stored in a distinct database but the HTTPS Report API does not expose agent records for automated export. We export agent data from the UI CSV export where available, then map source agent IDs to destination agent email addresses at import time. |
| Companies | Mapping required | Companies (organisations) are a separate database in Hoth. We map the company name and domain fields to the destination account/organisation object. Where the destination uses a flat contact model, company data is merged into the Contact record as a custom property. |
| Knowledge Base Articles | Mapping required | KB articles are stored separately from tickets. We export them as structured records and map them to the destination KB schema including category assignments and any custom article fields. Article-body HTML is preserved as-is at migration time. |
| Attachments | Mapping required | File attachments are stored in Hoth's document management area and linked to tickets by ID. We export the file attachments separately from the ticket CSV and re-associate them in the destination platform using the migrated ticket IDs. This requires a two-phase export: tickets first, then attachments using the returned ID map. |
| Custom Fields | Mapping required | Custom ticket and contact fields are defined in the Hoth form designer. We inspect the field schema via the CSV export template and map each custom field name to the equivalent destination field. Dropdown and multi-select custom fields require value-level mapping if the destination uses different enumerated lists. |
| SLA Records | Mapping required | SLA policies and their association with tickets are not independently exportable from the ticket record. We extract SLA name and breach time from the ticket export where present and recreate SLA rules in the destination platform manually, then associate them with migrated tickets via a post-migration script. |
| Conversations | Fully supported | Ticket conversations (public replies and internal notes) are stored as a related table. We export the conversation thread linked to each ticket by ticket reference number and import them in ticket-ID order. The sequence of agent and customer messages is preserved. |
| Tags | Mapping required | Tags are a flat label system applied to tickets. We export tags as a comma-separated string per ticket and split them into the destination tag array at import time. Where the destination uses a separate tagging taxonomy, tags are mapped to the nearest matching label set. |
| Service Level Agreements | Mapping required | SLA definitions are configured in Hoth's Service Level Management module. The HTTPS Report API does not expose SLA records independently. We capture SLA assignments per ticket from the ticket export and recreate SLA rules in the destination based on the captured policy name and targets. |
Gotchas
What to watch for in House-on-the-Hill Service Desk migrations
Issues we've hit on past House-on-the-Hill Service Desk migrations, tagged by severity. FlitStack AI handles every one — surfacing them up front because buyer engineering teams want to know.
CSV import requires flat file format with no nested structures
Import error log is written to _suppdesk.err_ with no UI summary
Attachments must be exported and re-linked separately from tickets
| Severity | Issue |
|---|---|
| Medium | CSV import requires flat file format with no nested structures |
| Medium | Import error log is written to _suppdesk.err_ with no UI summary |
| Medium | Attachments must be exported and re-linked separately from tickets |
Leaving House-on-the-Hill Service Desk?
Where House-on-the-Hill Service Desk customers move next
7 destinations House-on-the-Hill Service Desk can migrate to.
How a House-on-the-Hill Service Desk migration works
Four steps, House-on-the-Hill Service Desk-specific
Connect
Not publicly documented in available research into House-on-the-Hill Service Desk. Scopes limited to read-only on the data we move.
Map
We translate House-on-the-Hill Service Desk-specific structures (custom fields, objects, value lists) to the destination's model.
Sample
Test with a 50–200 record subset to validate House-on-the-Hill Service Desk quirks before production.
Migrate
Full migration with House-on-the-Hill Service Desk rate-limit handling. Rollback available throughout.
FAQ
House-on-the-Hill Service Desk migration FAQ
Answers to the questions buyers ask most during House-on-the-Hill Service Desk migration scoping. Not seeing yours? Book a call.
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