Migrate from ITsDone Help Desk to HubSpot Service Hub

ITsDone Tickets migrate to HubSpot Tickets with conversation threads preserved as Conversation entries, internal notes preserved as private replies, status mapped to HubSpot Ticket status, priority mapped to HubSpot priority, and creation/modification timestamps preserved as hs_timestamp properties. The ITsDone ticket ID is stored in a custom field itsdone_ticket_id__c for cross-reference. Agent assignment maps to the HubSpot Ticket owner via the Owner email match resolved during scoping.

ITsDone Customer records (name, email, phone, company association) migrate to HubSpot Contacts. Where ITsDone stores customer metadata as custom attributes, we parse those into HubSpot custom contact properties. If ITsDone customers have an associated company record, we create a HubSpot Company first and link the Contact via the company_id association before Contact import so that the relationship is satisfied at insert time.

ITsDone Customers with a company association migrate to HubSpot Companies. The company name from ITsDone becomes the Company name in HubSpot. If ITsDone stores a domain or website field, that maps to the HubSpot Company domain property. Company records are loaded before Contact records so that Contact-to-Company lookups resolve on first insert.

ITsDone Agent profiles (name, email, role, group assignment) migrate to HubSpot Users. We resolve agents by email match against the HubSpot destination portal. Role naming conventions differ between platforms, so we create a role-mapping table during scoping and flag any ITsDone roles that have no HubSpot equivalent. Agents without a matching HubSpot User are placed in a reconciliation queue for the customer's admin to provision before record import resumes.

Tags associated with ITsDone Tickets migrate to HubSpot Ticket tags. HubSpot restricts tag character sets and length to alphanumeric plus hyphens, so we normalize ITsDone tag values before import by removing unsupported characters and truncating to the HubSpot maximum length. Tags used for internal classification that should not appear in HubSpot are flagged during scoping for exclusion.

ITsDone Knowledge Base articles, sections, and categories migrate to HubSpot Knowledge Base. Article titles map to the HubSpot article name; article body HTML migrates to the HubSpot article body. Content formatting may require post-migration review for HTML fidelity, particularly for embedded media or links to internal ITsDone asset URLs. We re-link internal ITsDone URLs where possible and flag unrecoverable links in the handoff report.

ITsDone custom ticket fields and customer fields are parsed from the ITsDone schema export. We map supported field types (string, boolean, number, date, select) to their HubSpot equivalents as custom contact or ticket properties. Dependent dropdowns, calculated fields, and field types not supported by HubSpot are flagged during scoping and documented in the custom field inventory for manual recreation. The availability of custom fields depends on the ITsDone edition the customer is running, which we query at scoping.

ITsDone stores attachment references as URLs rather than embedding binaries directly. We validate attachment URLs at the start of migration, re-download assets from the ITsDone cloud storage endpoint, and re-attach them to the corresponding HubSpot Ticket records as Files. Attachment URLs that have expired or return 404 errors are flagged in the attachment reconciliation report with the ticket ID for manual resolution. Cloud-stored attachments in ITsDone cloud storage are re-uploaded; attachments in local ITsDone storage require the customer to export the files before migration.

ITsDone SLA configurations (business hours, first-response and resolution targets, escalation rules) are documented in a structured SLA inventory report. HubSpot Service Hub Enterprise includes native conditional SLA policies; Starter and Professional tiers do not have a native SLA object. We map ITsDone SLA policies to HubSpot SLA documentation for manual setup on Starter and Professional, or to native HubSpot SLA policies if the customer subscribes to Enterprise. Business hours configurations are documented separately for manual recreation in HubSpot Settings.

ITsDone workflow rules, automated triggers, auto-assignment rules, and escalation rules are not exposed through the ITsDone export interface and cannot be migrated 1:1 to HubSpot. We provide a structured automation audit report documenting every active ITsDone automation rule with its trigger, conditions, and actions so the destination team has an actionable rebuild checklist. HubSpot workflows use a different automation model (record-triggered, time-delay, and condition branches) and require manual reconstruction by the customer's admin.

ITsDone ticket conversation threads migrate to HubSpot Conversation records linked to the parent Ticket. Each thread entry records the author (agent or customer), the message body, timestamp, and privacy flag. Internal notes from ITsDone migrate as private conversation entries in HubSpot. Thread ordering is preserved by setting the HubSpot conversation timestamp to match the original ITsDone timestamp.

ITsDone agent groups and team assignments migrate to HubSpot Teams. Team membership maps by resolving each ITsDone agent's group membership against the HubSpot Team roster. Teams are loaded before Ticket migration so that the team assignment is available for routing rules.