Migrate from Issuetrak to HubSpot Service Hub

Issuetrak Issues map directly to HubSpot Tickets. Standard fields — Subject, Description, Priority, Source, and timestamps (Created, Updated, Closed) — migrate as their HubSpot equivalents. Issuetrak Issue Type and Subtype map to custom ticket properties or ticket pipelines depending on the customer's classification model. The two-level Status and Substatus hierarchy requires flattening: we create a combined Status_Substatus custom property and set the native HubSpot ticket status based on the top-level Status (Open maps to New/Open; Closed maps to Closed), with Substatus preserved in the custom property for reporting continuity.

Issuetrak Issue Classes provide categorical ticket structure. A single Issuetrak Issue can belong to multiple Classes, so we map each distinct Class to a HubSpot Tag and apply all relevant tags to the corresponding ticket. If the customer uses Class hierarchy (parent and child classes), we flatten to a dot-notation tag string (e.g., Billing.Invoice) for clarity in HubSpot's tag reporting view.

Issuetrak's two-level status hierarchy (e.g., Status: Open, Substatus: Pending Customer Response) maps to a HubSpot custom property hs_substatus__c holding the original Substatus value, while the native HubSpot ticket status field holds the top-level Status mapping. We configure the HubSpot pipeline stages to accommodate the original top-level statuses and document the Substatus values for the customer's admin to assign to appropriate stage values post-migration.

Issuetrak UDFs of type text, large text, number, date, and single-select map to HubSpot custom ticket properties of equivalent type. Multi-list UDFs store comma-delimited values in Issuetrak; we parse and normalize them into HubSpot multi-select custom properties. Multi-checkbox UDFs similarly map to HubSpot checkbox or multi-select properties. Issuetrak's Task-Associated UDF type does not have a HubSpot equivalent; the linked Task Group contents migrate as standalone HubSpot tasks (see Task Group mapping). UDF metadata (field labels, types, required status) is extracted separately from UDF values and both are joined in the migration workspace before import.

Issuetrak Task Groups are collections of predefined tasks associated with a ticket via the Task-Associated UDF feature. We export each Task Group as individual HubSpot Tasks linked to the parent ticket via the ticket ID, preserving task title, description, due date, assignee, and completion status. The trigger automation that auto-creates Task Groups when a UDF list item is selected is not exposed via Issuetrak's API and does not migrate; we document the trigger condition (UDF name, selected value, associated Task Group) for the customer's admin to re-implement in HubSpot Workflow.

Issuetrak Solutions are text templates used to close or respond to tickets. We export all Solutions and map them to HubSpot Snippets (canned responses) in the shared inbox. Title and body text migrate; category assignments map to Snippet folders matching the Issuetrak Solution category structure. If a Solution contains placeholder tokens, we preserve them as-is so the customer can configure HubSpot's snippet token replacement post-migration.

Issuetrak Knowledge Base articles migrate as HubSpot Knowledge Base articles with HTML body content, embedded images (preserved as file attachments), category assignments, and publish status. Issuetrak article categories map to HubSpot Knowledge Base sections; the customer reviews section organization post-migration. Articles in draft status migrate as unpublished HubSpot articles. The Issuetrak article view counter does not migrate to HubSpot.

Issuetrak Global Issues link multiple related Issues together for collective management. HubSpot does not have a native parent-child issue hierarchy, but tickets can be associated using HubSpot's ticket association feature (available on Professional and Enterprise tiers). We export the Global Issue linkage table and create HubSpot ticket associations linking the parent ticket to each child ticket, preserving the relationship visibility. The customer's admin assigns a naming convention for associated tickets in HubSpot.

Attachments on Issuetrak Issues and Knowledge Base articles migrate as HubSpot Files linked to the corresponding Ticket or Knowledge Base article via ContentDocumentLink. Original filenames and MIME types are preserved. If an attachment is larger than HubSpot's file size limits, we split the file reference and notify the customer for alternative storage (e.g., cloud storage link in a custom property).

Issuetrak survey responses are exported via CSV from the reporting interface. Any active filters applied in the Issuetrak report are bypassed on our export request to ensure no response rows are silently dropped. Survey questions and individual response scores map to custom ticket properties (e.g., hs_survey_satisfaction_score, hs_survey_response_date) on the corresponding ticket. The customer selects which survey metrics to migrate during scoping.

Issuetrak Scheduled Issues are auto-submitted on a recurring timeline with pre-defined fields and attachments. The scheduling engine does not export via API. We document each Scheduled Issue's recurrence pattern, assigned template, and target fields in a written handoff document. The customer's admin rebuilds the recurrence schedule using HubSpot Workflow's delay and recurrence actions, or using HubSpot's repeating task feature.

Issuetrak Auto-Assignment Rules route issues to agents or groups based on criteria. We export the rule definitions (criteria fields, operators, assigned agent or group) as a written inventory document. HubSpot's ticket routing and workflow automation replaces Auto-Assignment Rules; the customer rebuilds each rule using HubSpot Workflow's conditional routing actions or the built-in ticket assignment feature. Auto-assignment based on team, topic, or availability is documented against HubSpot equivalents during scoping.

Issuetrak Agents (paid support staff) map to HubSpot Users by email match. We validate that each Issuetrak Agent has a corresponding HubSpot User with the appropriate Service Hub seat before migration begins. Submitters (unlimited free users) map to HubSpot Contacts by email. Any Agent without a HubSpot User account goes to a reconciliation queue for the customer's admin to provision before the production migration phase begins.