Migrate from Insightly Service to HubSpot Service Hub

Insightly Tickets map directly to HubSpot Tickets with status, priority, assignee, created/updated timestamps, and linked Organization or Contact records preserved. Ticket SLA timers migrate as custom date/time fields on the HubSpot Ticket since HubSpot Service Hub does not have native SLA timer objects; we document the SLA breach threshold and create a HubSpot Workflow to enforce it post-migration. Insightly Ticket pipeline stages map to HubSpot Ticket status values that we configure before migration.

Insightly Ticket Conversations are thread-based message records. Each conversation from a customer migrates as a HubSpot Ticket communication (reply in the ticket timeline); each internal note migrates as a private HubSpot Ticket note. If the conversation includes email threads, we preserve them as engagement Email records linked to the parent Contact. HubSpot's ticket conversation model does not support side conversations (private threads between agents); we flag these as requiring either a workflow workaround or a rebuild note.

Insightly Contacts migrate to HubSpot Contacts with all standard fields (name, email, phone, address) and custom field values. Custom field values require the FIELD_NAME identifier from Insightly's /CustomFields endpoint; we query this before migration to ensure field names match between source custom field definitions and destination HubSpot custom properties. Contacts are imported before Tickets so that the Contact-to-Ticket association is satisfied at the moment of ticket insert.

Insightly Organizations (called Accounts in some CRMs) map to HubSpot Companies. Address data, industry classification, and linked Contact relationships migrate intact. The ORGANISATION_ID to CONTACT relationship migrates as HubSpot Company-to-Contact associations via the companydomainassociation endpoint or manual linking during import. We preserve the original Insightly Organization ID in a custom field insightly_organisation_id__c for audit.

This is the highest-impact routing decision in an Insightly-to-HubSpot migration. Insightly Projects are CRM-level objects linked to Opportunities or Organizations, commonly used by professional services and agency teams. HubSpot has no built-in Project object. We run a scoping workshop with the customer to decide: (1) map to HubSpot Tickets if Projects represent support cases; (2) map to a HubSpot Custom Object (Service Hub Pro and above) if Projects carry custom fields and hierarchies; (3) map to a Deal pipeline if Projects represent billable deliverables tied to Opportunities. This decision is locked before schema design begins; changing it during migration causes data rework.

Insightly Opportunities carry pipeline stage, value, probability, and close date. They map to HubSpot Deals. Opportunity Categories (using FIELD_NAME identifiers) map to HubSpot Deal pipelines or Deal stages depending on the customer's HubSpot configuration. If the customer chose to route Insightly Projects to HubSpot Deals in the scoping workshop, we preserve the Project-to-Opportunity link as a Deal custom property. Stage probability percentages migrate from Insightly to HubSpot Deal stage probability.

Insightly Leads are distinct from Contacts and carry Lead Status and Lead Source. If the destination HubSpot portal uses the Lead object, we migrate Insightly Leads to HubSpot Leads with Lead Status and Lead Source preserved. If the customer prefers a Contact-only model (common for service-first teams), we merge Insightly Leads into HubSpot Contacts and preserve LEAD_STATUS and LEAD_SOURCE as custom properties for segmentation. The customer chooses the model during scoping.

Insightly custom field groups are collections of custom fields applied to specific objects. HubSpot uses flat custom properties per object with no group concept. We enumerate all Insightly custom field definitions per object (using /CustomFields/{objectName}) before migration, then create equivalent HubSpot custom properties in the destination portal. Custom field FIELD_NAME identifiers from Insightly must be resolved to display labels for HubSpot; we maintain a mapping table during transform. Group groupings are documented as a note for the customer's admin to recreate as property groupings in HubSpot if desired.

Insightly Agents (helpdesk users) and CRM Users migrate to HubSpot Users. We resolve agents by email match against the destination HubSpot portal. Any Insightly Agent without a matching HubSpot User goes to a reconciliation queue for the customer's admin to provision before record import resumes. Team assignments (which agents belong to which queues) migrate as HubSpot Team records with User membership.

Insightly Teams migrate to HubSpot Teams with their member assignments. Queue routing configurations in Insightly map to HubSpot Team-based ticket assignment rules. We preserve the team hierarchy if Insightly uses nested teams (Enterprise feature) and document it as a HubSpot Team structure for recreation post-migration.

File attachments on Tickets and Projects require separate API calls and file-storage handling. We export attachment metadata (filename, URL, size) from Insightly and re-upload files to HubSpot using the HubSpot CRM Files API, relinking them to the parent Ticket record. We do not migrate Insightly attachment URLs directly since they become invalid after the Insightly account is deactivated.

Insightly Notes are standalone objects linked to Contacts, Organizations, Opportunities, or Projects. We migrate Notes as HubSpot engagement Notes linked to the parent Contact or Company via the appropriate association API call. Note body text, author, and association links migrate intact. Notes attached to Projects migrate to the chosen Project destination (Custom Object or Deal) if that routing uses a Custom Object.

Insightly KB Articles exist under categories in Insightly Service. We migrate article titles, body content, category assignments, and publish status. Category structure is recreated at the destination if the target HubSpot portal uses Knowledge Base categories. Published/unpublished status maps to HubSpot article availability settings. Draft articles migrate as unpublished HubSpot articles for the customer's content team to review.