Migrate from HubSpot Service Hub to Freshdesk

HubSpot Contacts map directly to Freshdesk Contacts. Standard properties (name, email, phone, job title, lifecycle stage) migrate to Freshdesk Contact fields. We preserve the original HubSpot lifecycle stage in a Freshdesk custom field (cf_hs_lifecycle_stage) so that customer segmentation from HubSpot carries over for post-migration reporting. Contact associations to HubSpot Companies resolve to Freshdesk Accounts via domain or name match before import.

HubSpot Companies map to Freshdesk Accounts. The domain property becomes the Account website field. Freshdesk Accounts serve as the parent record for Contact associations and ticket linkage. If the source HubSpot portal used company hierarchies (parent-child), we flatten these into Freshdesk's flat account model unless the customer specifically requests manual hierarchy reconstruction post-migration.

HubSpot Owners (agents) map to Freshdesk Agents. We match by email address. Each HubSpot owner that appears on a ticket or engagement record must have a corresponding Freshdesk Agent provisioned before ticket migration begins. Agents without a match go to a reconciliation queue for the customer to provision. Freshdesk agent groups and roles are configured post-migration based on HubSpot team structures extracted during discovery.

HubSpot Tickets map to Freshdesk Tickets. The ticket subject, description, status (New/Open/Waiting/Resolved/Closed), priority, source, and create/close timestamps migrate directly. HubSpot custom ticket properties map to Freshdesk custom ticket fields. Pipeline stages from HubSpot require a mapping decision: we either map each HubSpot pipeline to a Freshdesk ticket status progression or to Freshdesk's product/group association depending on how the customer used HubSpot pipelines.

HubSpot splits ticket history across multiple engagement object types: emails (engagement type EMAIL), calls (CALL), meetings (MEETING), and notes (NOTE). Freshdesk represents the same history as a single Conversation with chronological replies. We query each engagement type separately from HubSpot's API, reconstruct the chronological thread using engagement timestamps, and load replies into Freshdesk's conversation model. Each reply is attributed to the original HubSpot agent (mapped via Owner-to-Agent lookup) with privacy preserved for internal notes where applicable.

HubSpot Knowledge Base articles migrate to Freshdesk Solutions. Article title, body content, author, publish status, and slug URL migrate. HubSpot's category structure maps to Freshdesk's category and folder hierarchy. HubSpot multi-portal setups (separate knowledge bases per product or brand) require a restructuring decision: we either create separate Freshdesk knowledge base categories per portal or merge all articles into a single knowledge base and use folder structure for separation. This decision is made during scoping.

HubSpot tags on tickets and contacts migrate as Freshdesk tags. HubSpot does not enforce a global tag taxonomy, so tags from different ticket sources may have naming collisions. We deduplicate and prefix where necessary (e.g., hs_ticket_tag) to preserve source attribution without creating duplicate tag entries in Freshdesk.

HubSpot CS Workspace health scores are calculated from engagement data within HubSpot's CRM context and have no Freshdesk equivalent. We migrate the raw engagement events that feed the health score (last contact date, ticket volume, resolution sentiment) as Freshdesk custom contact fields. The customer rebuilds health scoring logic using Freshdesk's custom fields, automations, or a third-party analytics integration post-migration.