Migrate from Incident IQ to HubSpot Service Hub

Incident IQ Tickets map directly to HubSpot Tickets. The Ticket status field (New, Open, On Hold, Resolved, Closed) maps to HubSpot Ticket pipeline stage. Priority maps to HubSpot Priority property. The assignee hubspot_owner_id resolves to a HubSpot User by email match during import. Campus location maps to a custom Company property or custom picklist on the Ticket, depending on whether the district maintains campus as a Company hierarchy. Custom fields on Tickets migrate as HubSpot custom properties with type conversion (dropdown to single-select picklist, multi-select to multi-select picklist).

Incident IQ agents map to HubSpot Contacts with the contact type designated as Agent or Internal User. We set the HubSpot Lifecycle Stage to Customer for active agents and map the role designation to a custom contact property. Students and staff who submitted tickets but do not have agent permissions map to regular Contacts. The district's enrolled student count is reported separately from agent count because HubSpot pricing is per-seat, not enrollment-based.

Incident IQ users who submitted tickets (staff, students, parents) map to HubSpot Contacts. Email address is the dedupe key. Student identifiers (typically a SIS-generated number stored in a custom field on the Incident IQ user record) migrate to a custom Contact property. If the district uses ClassLink or another identity provider, we recommend aligning the HubSpot Contact email with the SSO identity to maintain single sign-on continuity.

HubSpot Service Hub has no native asset management object. We recommend one of two approaches based on district preference: create a HubSpot Custom Object named Asset (Professional tier and above) with fields for serial number, asset tag, model, location, assigned user, and custom attributes; or store key asset fields (assigned device type, asset tag) as custom properties on the Contact record for quick reference in tickets. The approach is chosen during scoping. Asset-to-user associations migrate as lookup relationships in the custom object or as Contact property values in the lightweight approach. Asset timeline history (assignment changes, status updates, location moves) is flagged as an optional export item because Incident IQ's retention policy is undocumented; we recommend confirming availability with Incident IQ support before assuming all historical events will be accessible.

Incident IQ model categories (Chromebooks, Laptops, Projectors, etc.) define the device taxonomy. We map these to a HubSpot custom picklist property on the Asset custom object (or on Contact if using the lightweight approach). Locked system-defined categories (e.g., 'Onboarding') that cannot be modified or deleted in Incident IQ are flagged during discovery and excluded from migration scope with a note in the data map. Districts should confirm which categories are user-defined versus system-locked before migration.

Incident IQ campus locations map to HubSpot Companies representing each school or facility. The Company name is the campus name. Campus address, phone, and type (Elementary, Middle, High, District Office) map to standard Company fields and custom properties. Parent-location hierarchies (district-level organization above campuses) map to HubSpot parent-Company hierarchy. This allows tickets and assets to retain their campus assignment in HubSpot via the Contact-to-Company association.

Incident IQ Knowledge Base articles migrate to HubSpot Knowledge Base with article title, body content, and category preserved. We extract the article slug from the Incident IQ URL structure and generate a redirect map for the customer's web team to implement post-migration. Articles with embedded ticket links (pointing to specific Incident IQ ticket IDs) are flagged as requiring post-migration link updates because the ticket IDs will not match HubSpot ticket IDs. HubSpot's Knowledge Base supports article publishing states (Draft, Published, Archived) that map from Incident IQ's article status.

Custom fields on Incident IQ Tickets migrate as HubSpot custom properties on the Ticket object. Field types are converted: text fields map to single-line text or multiple-line text; date fields map to HubSpot date properties; dropdown fields map to single-select picklists with values preserved. Multi-select fields in Incident IQ map to multi-select picklists in HubSpot. System-locked fields that cannot be exported are flagged during discovery and excluded from scope.

Custom fields on Incident IQ Assets (beyond serial number, asset tag, and model) migrate as custom properties on the HubSpot Asset custom object (or as custom Contact properties in the lightweight approach). K-12-specific attributes such as student device assignments, warranty expiration, and acquisition date map to HubSpot custom date, number, or text properties. Type conversion applies where field types differ.

Incident IQ Support Flows are automation chains that route tickets, assign agents, and trigger actions. We extract the Support Flow logic in structured format including trigger conditions, routing rules, assignment actions, and downstream notifications. This is delivered as a written inventory document for the customer's HubSpot admin to rebuild as HubSpot Workflows post-migration. Support Flows do not migrate as automation code because HubSpot Workflows use a different trigger-and-action model. The inventory includes a recommended HubSpot Workflow equivalent for each Support Flow identified.

Incident IQ Facilities module introduces Work Orders as a distinct object with status, priority, assignee, location, and description fields. HubSpot Service Hub has no native Work Order or facilities management object. We do not migrate Work Orders as active records. We deliver a written Work Order inventory extracted from Incident IQ for the customer's admin to evaluate alternatives (a separate facilities management platform, or a HubSpot custom object if Professional tier is licensed). Archived Work Order records can be exported as a CSV for reference but are not imported into HubSpot Service Hub.

Incident IQ Events manages room reservations and event preparation workflows. HubSpot Service Hub has no native event or room reservation object. We do not migrate Event records. We deliver an Event inventory extracted from Incident IQ for the customer's admin to evaluate alternatives. If the district licenses HubSpot Marketing Hub, Events can be tracked as HubSpot Marketing Events with custom properties, but this requires a separate scoping conversation and is outside standard migration scope.

Incident IQ HR Service Delivery handles employee-facing requests and workflows. HubSpot Service Hub has no native HR request object or HR-specific intake form. We do not migrate HR request records as active objects. We deliver an HR Request inventory and form field map for the customer's admin to evaluate alternatives (a dedicated HR service platform or HubSpot custom objects if Professional tier is licensed). Employee-facing HR request forms require rebuild in HubSpot Forms or a customer portal as a separate engagement.

Ticket attachments, KB article files, and form uploads migrate as HubSpot file attachments linked to the parent Ticket or Knowledge Base article. Files are attached via the HubSpot Files API and linked via the appropriate object association. Files over 25MB require chunked transfer handling. Inline images embedded in KB article bodies migrate as separate file assets and re-embedded with updated URLs.