Migrate from HubSpot Service Hub to Zendesk

HubSpot Tickets map directly to Zendesk Tickets. The HubSpot subject property becomes Zendesk subject, hs_ticket_status becomes status (open, pending, solved, closed), priority maps to Zendesk priority (low, normal, high, urgent), and source channels map to Zendesk channel tags. Custom ticket properties map to Zendesk custom ticket fields, which we create in the destination admin before migration. We reconstruct the HubSpot ticket ID in a custom field hs_original_id__c for cross-referencing after migration.

HubSpot Contacts map to Zendesk end-user records. Email, name, phone, and lifecycle stage migrate. HubSpot contact properties that have no Zendesk equivalent (lifecycle stage, lead status) become Zendesk user custom fields. If the customer uses HubSpot's built-in portal for customers, we flag any user records that will need to be re-invited to the Zendesk end-user portal post-migration.

HubSpot Companies map to Zendesk Organizations. The HubSpot company domain becomes the Organization's domain field and is used as the dedupe key during import. Organization is created before User import so that the organization relationship is satisfied at the moment of User insert. If the destination requires multi-org hierarchies, we flatten to Zendesk's flat organization model or use the parent_id field to preserve one level of hierarchy.

HubSpot email engagements map to Zendesk public comments on the linked ticket. The HubSpot email body (hs_email_body) becomes the comment body. We resolve the associated contact by email and attach the comment to the correct Zendesk ticket. HTML email bodies are stripped to plain text or converted to Zendesk's supported HTML subset.

HubSpot call engagements map to Zendesk private comments on the ticket, preserving the call duration, disposition, and recording URL as comment metadata and custom ticket fields. We set the comment as private so it does not appear in the end-user ticket view. Call recording URLs are stored as a custom ticket field linking to the external recording storage.

HubSpot meeting engagements (recorded via HubSpot Meetings) map to Zendesk private comments with meeting details (attendees, start time, end time, location) in the comment body. The original meeting link is preserved as a URL field. Attendee emails are added as cc on the private comment for agent reference.

HubSpot internal notes on tickets map to Zendesk private comments. We flag these as private so they remain internal. Note body migrates with rich text preserved where Zendesk's comment HTML support allows. Attachments on notes migrate as Zendesk ticket attachments linked to the private comment.

HubSpot task engagements map to Zendesk tasks linked to the parent ticket. Task subject, status, priority, and due date transfer. Completed tasks preserve their completion timestamp as a custom field since Zendesk tasks do not have a native completed status at the ticket level.

HubSpot Knowledge Base articles migrate to Zendesk Guide articles with article title, body (HTML), author, and publish status preserved. HubSpot article categories map to Zendesk article sections within the Guide. Images embedded in HubSpot articles migrate as attachments to Zendesk articles. Draft status translates directly; scheduled publish dates require manual reconfiguration in Zendesk Guide.

HubSpot owners map to Zendesk agent user accounts. We resolve by email match. Any HubSpot owner without a matching Zendesk agent account goes to a reconciliation queue for the customer's Zendesk admin to provision before record import resumes. Active versus inactive status on HubSpot owners maps to the agent's status field in Zendesk.

HubSpot ticket pipelines and their stages map to Zendesk ticket status values and ticket fields. We extract stage names, display order, and probability percentages. If Zendesk's status values (open, pending, on-hold, solved, closed) do not match HubSpot's custom pipeline stages, we create a custom ticket status field to preserve the full stage set. Probability percentages migrate as informational fields only since Zendesk does not support per-stage probability forecasting on tickets.

HubSpot tags on tickets and contacts migrate to Zendesk tags as string values. Both platforms support freeform tags, so the migration is direct. We deduplicate tags that appear on both tickets and contacts to avoid orphaned tag references in Zendesk's tag index.