Migrate from HubSpot Service Hub to Gorgias

HubSpot Tickets map directly to Gorgias Tickets. We reconstruct the full conversation thread by querying HubSpot's engagement API for each ticket—fetching emails, calls, chats, and notes separately—and assembling them into Gorgias message records in chronological order. Subject, status, priority, source channel, and timestamps transfer directly. Custom ticket properties migrate as Gorgias ticket attributes. HubSpot ticket pipelines map to Gorgias ticket statuses; if the destination has fewer status values, we collapse HubSpot stages to the closest equivalent and document the mapping.

HubSpot Contacts migrate to Gorgias Customers. Email, phone, name, and address fields map directly. HubSpot's lifecyclestage property has no native Gorgias equivalent, so we migrate it as a custom attribute (hs_lifecycle_stage__c) for reporting and segmentation. If HubSpot contacts have associated Company records, we resolve those associations first so that the Customer's company link is satisfied at insert time. Duplicate email addresses are flagged for the customer's admin to merge before production migration.

HubSpot Companies map to Gorgias Customers at the organization level, with individual Contact records nested under them. The HubSpot Company domain property becomes the Customer's domain field in Gorgias. If HubSpot uses a multi-company hierarchy (parent-child relationships), Gorgias does not natively support hierarchy, so we flatten it to a single Customer record and preserve the parent-child relationship in a custom attribute (hs_parent_company__c). Company properties migrate as Customer attributes.

HubSpot email engagements migrate as Gorgias ticket messages with channel=email. We extract the email body, sender/recipient addresses, timestamp, and attachments. Threading is preserved by matching on the ticket ID and ordering by timestamp. BCC and CC addresses map to Gorgias's message recipients field. HubSpot's email validation status migrates as a message attribute.

HubSpot live chat engagements migrate to Gorgias ticket messages with channel=chat. Each chat message becomes a separate message record on the parent ticket. Chat session metadata (duration, satisfaction rating, channel source) migrate as ticket attributes. HubSpot chat widget source attribution maps to Gorgias's channel attribution field.

HubSpot call engagements migrate to Gorgias ticket messages with channel=phone. Call disposition, duration, and recording URL (if available via HubSpot's call recording API) transfer as message attributes. Phone number formatting is standardized before import to prevent Gorgias validation errors.

HubSpot notes on tickets migrate as Gorgias internal notes attached to the relevant ticket. Internal notes do not expose to customers in Gorgias, preserving HubSpot's internal collaboration context. Note authorship and timestamp transfer with the note content.

HubSpot Knowledge Base articles migrate to Gorgias Help Center articles. We transfer article title, body (HTML content), category assignments, publish status, and slug. Article author and creation timestamps are preserved. HubSpot-specific features like gating (password-protected articles) and NPS/feedback widgets do not have native Gorgias equivalents and are flagged for manual configuration post-migration. Category hierarchy in HubSpot maps to Gorgias's Help Center category structure.

HubSpot ticket pipelines and their stages migrate as Gorgias ticket statuses. Stage names and display order transfer. HubSpot stage probabilities are informational only and do not map to Gorgias, which does not use probability forecasting on tickets. If HubSpot has multiple pipelines, we map the primary pipeline stages as Gorgias statuses and document secondary pipeline stages in the automation inventory for manual setup.

HubSpot owners (agents) map to Gorgias agents. We match by email address. Agent name, email, role, and team assignments transfer. Active versus inactive status is preserved. Two-factor authentication requirements in Gorgias are coordinated with the customer's admin before migration; any HubSpot owner without a matching Gorgias agent is held in the reconciliation queue for provisioning.

HubSpot ticket and contact tags migrate as Gorgias tags. HubSpot does not enforce a global tag taxonomy, so tags from multiple sources (tickets, contacts, companies) may have naming collisions. We deduplicate by prefixing tags with their source object (ticket_, contact_, company_) and collapse exact duplicates. The customer chooses during scoping whether to flatten the taxonomy or preserve object-scoped prefixes.

File attachments on HubSpot tickets and emails are exported via HubSpot's file API and imported to Gorgias as ticket attachments. Large attachment volumes (over 2 GB total) extend migration time because attachments are transferred sequentially. We recommend the customer verify Gorgias's attachment storage limits for their tier before migration.

HubSpot's Customer Success Workspace health scores are calculated metrics based on engagement frequency and recency. We migrate the raw engagement data (email frequency, last contact date, ticket count) as Gorgias customer attributes. The calculated health score itself cannot be replicated because Gorgias does not have an equivalent health scoring engine. We document the HubSpot health score formula so the customer's admin can evaluate Gorgias-compatible CS tools (like Encharge or Vitally) if a replacement is needed.

HubSpot Custom Objects are Enterprise-only and limited to 10 per portal. If the source portal uses Custom Objects, we map them to Gorgias custom customer attributes by fetching the Custom Object records, resolving their associations to Contacts or Companies, and writing the data as structured attributes on the Gorgias Customer record. If the data model is too complex for attribute mapping, we advise restructuring the custom object as a set of tags and documented field mapping.