Migrate from ITarian Helpdesk to HubSpot Service Hub

ITarian Tickets map to HubSpot Tickets with all standard fields (subject, description, status, priority, assignee, requester) transferred. ITarian status values map to HubSpot pipeline stage names. Priority (Low, Medium, High, Critical) maps to HubSpot Ticket Priority using the equivalent enum. Created At and Updated At timestamps are preserved as HubSpot hs_createdate and hubspot_lastmodifieddate. Custom ticket fields discovered during schema discovery are mapped to HubSpot custom properties (text, number, date, dropdown) before migration.

ITarian Customer records (which store contact details and company affiliation) split into HubSpot Contact (individual) and Company (organization). The ITarian customer email maps to Contact email; the company name from ITarian maps to a HubSpot Company record that we create first so that Contact can reference it via a Company association. If ITarian does not store an organizational affiliation, the Contact is created without a Company association.

ITarian Agent profiles (name, email, role, team assignment) map to HubSpot User records. We match by email against the HubSpot destination Users. Any ITarian Agent without a matching HubSpot User is held in a reconciliation queue for the customer's admin to provision before the record import resumes. Role names (Admin, Technician, Viewer) are mapped to HubSpot Roles and Permissions configured in HubSpot Settings.

ITarian Teams group agents for ticket routing. HubSpot has a native Team object from Service Hub Professional tier upward. We map ITarian team names to HubSpot Team records and associate the corresponding HubSpot Users with each Team. Ticket assignment in HubSpot respects Team-based routing if the customer's support process uses team queues.

ITarian SLA Policies define First Response and Resolution time targets by priority level. HubSpot SLA Policies are available on Service Hub Professional ($90/seat/mo) and above. We map ITarian SLA configurations to HubSpot SLA Policies, but note that HubSpot's SLA calculation logic (business hours vs calendar time) and notification triggers require validation against ITarian's original SLA configuration during scoping. Customers on Starter tier will not have SLA Policy support in HubSpot and should evaluate the Professional tier upgrade if SLA enforcement is a hard requirement.

ITarian KB articles (title, body content, category association) map to HubSpot Knowledge Base articles. HubSpot's Knowledge Base module supports article categories and portal-facing publication. We export article HTML content and category structure from ITarian, then map to HubSpot Knowledge Base articles via HubSpot's Knowledge Base API. Customers should use HubSpot's pre-built Knowledge Base importer for large KB repositories as a complement to our migration process. HTML-to-HubSpot rich-text formatting differences require spot-checking of article rendering after migration.

File attachments on ITarian Tickets are stored as binary blobs. We export attachments to cloud storage (AWS S3 or Azure Blob), then re-attach them to the corresponding HubSpot Ticket record via HubSpot's Files API using the association endpoint. Inline images within ticket descriptions are preserved as HubSpot-hosted file URLs linked in the ticket body. Attachment size limits in HubSpot (max 60 MB per file) are enforced during export; files exceeding this limit are flagged for manual handling.

ITarian Assets tracked in the Endpoint Manager module and linked to tickets are exported as asset-to-ticket associations. HubSpot Service Hub does not have a native Asset object in the standard schema, so we map asset identifiers to a HubSpot Custom Object (Asset) with a lookup relationship to Company, or store the asset reference as a custom property on the Company record. The customer chooses the preferred approach during scoping.

ITarian allows per-account custom fields on tickets but does not expose a metadata API to list them. We discover the full custom field schema by reading a sample of 50-100 tickets during the discovery phase and inferring field names, data types, and value patterns from the response payload. Each discovered custom field is then mapped to an equivalent HubSpot Ticket custom property with matching type (text, number, date, dropdown, multi-select). Any unsupported HubSpot data types are flagged in the scope document for customer decision.

ITarian Workflows are ticket-triggered automations with conditions and actions. HubSpot Service Hub Professional+ offers a different workflow model based on property changes, ticket pipeline triggers, and enrollment criteria. We export the complete workflow definition (trigger type, conditions, actions) as a written inventory document. The customer's admin rebuilds these in HubSpot Workflows post-migration. We do not migrate workflow logic as executable code.

Remote access session logs and remote control history stored in ITarian Remote Access are not exposed via the standard helpdesk API. Session metadata and remote session notes attached to tickets can be migrated as ticket comments in HubSpot, but standalone remote session records will not transfer. We flag this gap in the migration scope document and recommend that teams requiring remote session history retain the ITarian Remote Access module alongside HubSpot or evaluate a standalone RMM tool.

ITarian ticket conversation threads (agent replies, customer replies, internal notes) migrate to HubSpot Ticket conversations. Each message in the thread becomes a conversation record associated with the HubSpot Ticket via the conversations API. We preserve the original timestamp, author (agent vs customer), and message content. Internal notes flagged as private in ITarian migrate as private notes in HubSpot (if the destination supports private notes at the customer's Service Hub tier).