Migrate from iService to HubSpot Service Hub

iService Tickets map directly to HubSpot Tickets. Each iService ticket has a status, priority, owner, and associated customer. Custom ticket fields receive explicit mapping during scoping because field names and data types vary by iService tenant configuration. We map iService status values to HubSpot ticket pipeline status values, and iService priority values to HubSpot Priority property values (LOW, MEDIUM, HIGH, URGENT). The HubSpot ticket owner resolves via email match against the HubSpot User table.

iService Customer records (end-user contacts) map to HubSpot Contacts. Standard fields including name, email, phone, and custom contact properties migrate to HubSpot Contact properties. iService custom contact properties are mapped explicitly during scoping. The customer record is created before any Ticket import so that the Ticket-to-Contact lookup is satisfied at the moment of import.

iService Company records map to HubSpot Companies. Company-level custom properties migrate to HubSpot Company properties with explicit field-level mapping. Company is created before Contact import so that the Contact-to-Company association is resolved during Contact insert. The iService Company domain or name becomes the HubSpot Company name and is used as the dedupe key.

iService Conversation threads within a Ticket map to HubSpot's conversation timeline on the corresponding Ticket. Each message in the thread migrates as a conversation entry with the original timestamp, author type (customer or agent), and message body. Thread ordering is preserved by setting the HubSpot conversation timestamp to the original iService timestamp. Internal notes in iService migrate as private internal notes in HubSpot.

iService live chat transcripts stored as conversation records migrate to HubSpot Tickets created from chat sessions. We flag chat sources during the data audit phase because the transcript format depends on whether the chat originated from the embedded portal widget or an integrated third-party channel. Chat sessions without an existing Ticket are created as new HubSpot Tickets with the chat transcript as the initial conversation entry.

iService KB Articles (content, categories, and attachments) export as HTML and map to HubSpot Knowledge Base articles. KB Categories map to HubSpot Knowledge Base categories. Attachments within articles migrate as linked files. HubSpot provides a pre-built Knowledge Base importer that we can use in parallel with the main migration for KB content. The customer may choose to use HubSpot's importer for KB articles and have us migrate ticket data separately to keep scopes focused.

iService custom ticket fields (field names and data types varying by tenant configuration) are the most variable part of this migration. We treat each custom field as requiring explicit mapping during scoping, flag any dependent automations in iService, and pre-create equivalent custom properties in HubSpot before any ticket data loads. Field types including text, number, date, dropdown, and multi-checkbox map to HubSpot property types with appropriate validation.

iService Agent accounts (email, name, role, team assignment) map to HubSpot Users. Role structures differ between platforms; we default to a standard agent role and document the role mapping so the customer's HubSpot admin can adjust permissions post-migration. Owner resolution is by email match. Agents without a matching HubSpot User go to a reconciliation queue for the admin to provision before ticket import resumes.

File attachments on iService tickets migrate as binary blobs linked to the corresponding HubSpot Ticket. We preserve original filenames and file types. Large attachments (>10MB) may require chunked upload handling. Attachments on KB articles migrate as KB article file attachments.

Attachments embedded in iService KB articles migrate as HubSpot Knowledge Base article attachments. HTML or markdown content from articles is preserved during export and reimported into HubSpot's KB editor. Image attachments are re-uploaded to HubSpot's file manager and referenced in the article content.

iService Tags used to label tickets migrate to HubSpot Ticket Labels. Tags on KB articles migrate to HubSpot Knowledge Base article labels. Tag naming conventions between iService and HubSpot may differ; we normalize tag names during transformation and document any naming changes for the customer to review.

iService Workflow rules (routing rules, status triggers, notification workflows) do not migrate because they are tightly coupled to iService's internal engine and cannot be exported in a portable format. We document each active automation during scoping with its trigger, conditions, and actions, and deliver a written summary so the customer's HubSpot admin can rebuild equivalent rules in HubSpot's help desk workspace using ticket pipelines, SLA settings, and workflow automations.