Migrate from IT Care Center to HubSpot Service Hub

IT Care Center Tickets (Incidents, Service Requests, and general inquiries) map directly to HubSpot Tickets. The source ticket type, priority, status, and requester email migrate as standard HubSpot Ticket properties. All channel-source metadata (portal, email, BOT, Slack, WhatsApp, MS Teams) migrates into a custom text property channel_source__c to preserve audit context. Parent-child ticket relationships in IT Care Center map to HubSpot Ticket associations where the destination supports them.

IT Care Center Change Management records have no native HubSpot equivalent. We map each Change record to a HubSpot Ticket with custom properties carrying the change type (standard, normal, emergency), risk level, approval status, implementation date, and rollback plan summary. Change-to-ticket linkage from IT Care Center is preserved by cross-referencing the change_request_id in a custom field on the related ticket. Approval history migrates as a JSON blob in a custom long-text field for admin review.

IT Care Center Problem Management records track root-cause analysis separate from Incidents. HubSpot Service Hub has no native Problem object. We map each Problem record to a HubSpot Ticket with custom properties flagging it as a problem record (record_type__c = 'Problem'), holding the linked incident count, root cause description, and known error status. The incident linkage list migrates as a comma-separated custom property for reference by the IT team post-migration.

IT Care Center Asset Management holds CI records (hardware, software, licences) with org-defined custom fields. HubSpot Service Hub has no native IT Asset object. We pre-create a custom CRM object named it_asset__c in the destination HubSpot portal before migration, including fields for asset name, type, serial number, assigned user, status, and licence expiry date mapped from the corresponding IT Care Center custom fields. Asset-to-ticket linkage resolves at migration time by cross-referencing the asset_id on the source ticket.

IT Care Center tickets collect activity from portal, email, BOT, Slack, WhatsApp, and MS Teams. Each channel writes ticket activity in a potentially different internal format. We examine the channel source on each conversation entry during import, consolidate all channel entries into a single chronological thread ordered by original timestamp, and drop channel-prefix headers. The consolidated thread attaches to the migrated HubSpot Ticket. Any attachments on individual channel entries migrate as Ticket attachments in HubSpot.

IT Care Center Knowledge Management articles (FAQs, troubleshooting guides, procedural documents) map to HubSpot Knowledge Base articles. Article body, title, and author migrate. IT Care Center article-to-service or article-to-product linkages have no direct HubSpot equivalent unless a matching service catalogue exists in the destination. We flag each linked article during scoping, preserve the original linkage target in a custom property linked_service__c, and present it as a handoff artefact for the admin to review and re-link post-migration. Published and draft article status migrates as HubSpot article visibility settings.

IT Care Center agent accounts (IT staff with ticket-handling permissions) map to HubSpot Users. Resolution is by email match against the HubSpot portal's User table. Agents with no matching HubSpot User go to a reconciliation queue for the customer's admin to provision before record import resumes. IT Care Center user roles (admin, agent, viewer) map to HubSpot super-admin, standard user, and limited user roles respectively.

IT Care Center end-users who submit tickets (requesters) map to HubSpot Contacts. Email address is the dedupe key. If the end-user email already exists in the destination HubSpot portal, the existing Contact record is updated with ticket history rather than creating a duplicate. Requester name, email, and any custom properties (department, location) migrate as standard and custom Contact properties. Ticket history attaches to the Contact record via HubSpot's native contact-ticket association.

IT Care Center tags applied to tickets and knowledge articles migrate to HubSpot Tags. Tag names are preserved verbatim. IT Care Center orgs commonly apply tags inconsistently across teams, so we deduplicate tag names during import and flag duplicates in the migration report for admin review. Tags used for content classification in IT Care Center migrate as HubSpot Knowledge Base article tags.

Files attached to IT Care Center tickets (screenshots, logs, documents) migrate as attachments on the corresponding HubSpot Ticket. We use the HubSpot Files API to upload each file, then attach it to the Ticket record. File names and original upload timestamps are preserved in the HubSpot file metadata. Large file attachments (>25 MB per HubSpot API limits) are noted in the migration scope and flagged for alternative transfer if the file exceeds the API ceiling.

IT Care Center Project Management module tracks project records with task assignments and due dates. HubSpot Service Hub does not have a native Project object. We map each Project to a HubSpot Task with a custom project_name__c property and a custom project_status__c property carrying the original IT Care Center project status. Project task assignments map to the assigned agent's HubSpot User record. The customer receives a project mapping artefact listing all projects and their task breakdowns for manual rebuild as HubSpot Tasks or a project management integration if a third-party tool is in scope.

IT Care Center ticket custom fields vary by organisation configuration (for example, business unit, SLA tier, escalation level, cost centre). We inventory every active custom field during scoping, map each to a HubSpot Ticket custom property of the matching type (text, number, date, checkbox, dropdown), and create the destination properties via the HubSpot Properties API before importing records. Read-only fields and fields with data no longer used are flagged and excluded from migration scope per the customer's approval.

IT Care Center SLA tiers and threshold-based alert rules do not migrate as code to HubSpot. We inventory every active SLA tier, its associated response and resolution time targets, and the ticket categories it applies to, then deliver this as a written SLA mapping artefact. HubSpot Service Hub Professional ($100/seat/month) includes SLA policies for ticket response and resolution deadlines. The customer's admin configures SLA policies in HubSpot post-migration using the artefact as the specification.