Migrate from HubSpot Service Hub to Salesforce Service Cloud

HubSpot Tickets map directly to Salesforce Cases. The HubSpot ticket subject maps to Case Subject, hs_ticket_priority to Case Priority, hs_pipeline to Salesforce Case Record Type, and hs_ticket_stage to Case Status values that we configure per Record Type. Custom ticket properties migrate as custom Case fields. HubSpot's ticket source (email, chat, phone, form) maps to Case Origin. Closed-Lost and Closed-Won resolution from HubSpot custom fields becomes Case Reason.

HubSpot email engagements (stored as separate engagement objects) reconstruct into Salesforce EmailMessage records linked to the Case via the WhatId field. The email body, timestamp, sender, and recipient address migrate. We query HubSpot's email engagements endpoint, resolve the parent ticket by ticket_id, and attach each EmailMessage to the corresponding Case record. EmailMessage status (New, Read, Replied, Sent) maps from HubSpot's email engagement metadata.

HubSpot call engagements map to Salesforce Task with TaskSubtype = Call. Call duration, disposition, recording URL, and outcome migrate to custom Task fields (call_duration_seconds__c, call_disposition__c, recording_url__c). We resolve the parent Case by linking the Task to WhatId = Case ID and set ActivityDate to the original HubSpot call timestamp for timeline fidelity.

HubSpot meeting engagements (including Zoom and Google Meet transcripts if available) map to Salesforce Event with StartDateTime, EndDateTime, Subject, and Location preserved. Attendee resolution attaches EventRelation records to the associated Contact (WhoId) and Case (WhatId). Meeting outcome and notes migrate as Event description.

HubSpot notes linked to tickets migrate to Salesforce Note records attached via ContentDocumentLink to the parent Case. Note body and create timestamp preserve. Rich text formatting is retained where possible; images in HubSpot notes migrate as ContentDocument records linked to the Note.

HubSpot chat and Facebook Messenger, WhatsApp, and Instagram DM conversations stored in the Conversations inbox map to a combined Task (for activity logging) and EmailMessage (for thread content). The conversation thread is reconstructed as a series of EmailMessage records with direction (Inbound/Outbound) preserved. Chat transcripts without a ticket association are flagged for manual review.

HubSpot Contacts map directly to Salesforce Contacts. Standard fields (name, email, phone, address) migrate cleanly. Lifecycle stage, lead status, and any custom contact properties transfer to Salesforce custom fields. We resolve the Contact by email as the primary key during import. If the destination Salesforce org uses Person Accounts for B2C support cases, we flag this during scoping and adjust the mapping.

HubSpot Company records map to Salesforce Account. Company domain name becomes the Account Website field. If the destination Salesforce org uses a parent-account hierarchy, we flatten HubSpot's single-level company structure unless the customer specifies a hierarchy mapping. Dedupe is by domain name during import.

HubSpot ticket pipelines (up to Professional tier's pipeline count limit) map to Salesforce Case Record Types, each with its own set of Case Status values. Stage names from HubSpot become Status picklist labels; stage display order preserves. Probability per stage migrates to Salesforce but as an informational field on the Record Type since Case does not use probability natively. We configure the Record Type in a Sandbox before production migration.

HubSpot Knowledge Base articles can be exported via API and loaded into Salesforce Knowledge, but the structure mapping is not 1:1. HubSpot articles have category, slug, body, and publish status; Salesforce Knowledge uses Article Types (custom metadata), data category groups, and Lightning-rendered article pages. We migrate article title, body content, category path (as data categories), and publish status. Embedded HubSpot forms, Breeze-agent-specific deflection settings, and article view analytics do not transfer and are flagged as rebuild items.

HubSpot CSAT survey responses linked to tickets migrate as custom fields on Salesforce Case (csat_score__c, csat_response_text__c, csat_submitted_date__c). The survey object structure in HubSpot does not map to a native Salesforce equivalent, so response metadata (survey name, question text) migrates as Case description or a custom text field. We flag that post-migration CSAT collection should use Salesforce Survey or an AppExchange survey tool.

HubSpot Owners map to Salesforce User records by email match. Active and inactive status preserves. Team assignments in HubSpot map to Salesforce Public Groups or Queues depending on whether the customer uses queue-based case assignment. Owners without a matching Salesforce User go to a reconciliation queue for admin provisioning before case import begins.

HubSpot Customer Success Workspace health scores (calculated from engagement data) cannot migrate as a working algorithm in Salesforce because health score computation is HubSpot-specific. We migrate the most recent health score value as a static number in a custom field (hs_health_score__c) on Account and/or Contact. Post-migration health scoring must be rebuilt using Salesforce reports, Salesforce Health Score solutions on AppExchange, or a dedicated CS platform like Gainsight.

HubSpot tags on tickets and contacts migrate as string values to a Salesforce multi-select picklist field (case_tags__c) or Case Tag object. HubSpot does not enforce a global tag taxonomy, so tags from multiple sources may have naming collisions; we deduplicate and prefix by source object where necessary. The customer chooses between multi-select picklist (simpler) and Case Tags (Salesforce-native) during scoping.