Migrate from Kaseya Vorex Service Desk to HubSpot Service Hub

Vorex Tickets migrate to HubSpot Tickets with standard fields (status, priority, subject, description, requester, assignee, timestamps) mapped directly. Vorex ticket number becomes the HubSpot Ticket ID field. Conversation threads from Vorex's message history migrate as HubSpot Ticket conversations, which appear in the Conversations inbox. Status and priority picklist values from Vorex are mapped to HubSpot pipeline stage values and priority labels during schema design.

Vorex Organizations (representing client companies or internal departments) map to HubSpot Companies. Organization name becomes Company name; domain fields map where available. Vorex's per-Organization ticket filtering is preserved in HubSpot through company-based ticket views and filters. If the Vorex account uses Organizations as department-level containers rather than client companies, we map them to HubSpot Teams and create a Company record for each Organization as the primary account link.

Vorex Service Desks are top-level organizational containers potentially scoped by department or region, with no direct HubSpot equivalent. We flatten Service Desks into HubSpot Teams (for access control and routing) and create a corresponding HubSpot Inbox per Service Desk so that conversation threads land in the correct team queue. Each Vorex Service Desk maps to one HubSpot Team-Inbox pair, with agents assigned to the Team and tickets routed by Inbox assignment rules.

Vorex custom fields expose Caption, Format, DefaultValue, and Order via the ServiceDeskCustomFieldDetails BMS endpoint. Text and number formats map to HubSpot single-line text and number properties. Date formats map to HubSpot date properties. Dropdown formats map to HubSpot single-select picklist with options preserved from the Vorex CustomFieldValue. Checkbox formats map to HubSpot boolean properties. We create each property in HubSpot before ticket migration begins so that values insert without type errors.

Vorex SLA Policies define response and resolution time targets tied to ticket priority. HubSpot's SLA policies are available via the Service Hub Professional SLA Add-on and are scoped to Inboxes and Pipelines. We migrate Vorex SLA configurations as named rules (First Response Target, Next Response Target, Resolution Target per priority level) and map them to HubSpot SLA Policy objects configured against the target Inbox. HubSpot SLA metrics calculate from ticket creation time and status transitions.

Ticket attachments (documents, screenshots, logs) associated with Vorex tickets migrate as HubSpot Ticket attachments. We extract binary files from the Vorex API response and re-upload to HubSpot via the Files API, then link to the ticket. Large attachments over 25 MB require chunked handling; we flag these during scoping and apply chunked upload logic during migration.

Vorex Agents (IT staff who own and resolve tickets) map to HubSpot Users. Agent role permissions (admin, technician) from Vorex are preserved as HubSpot User roles (super admin, regular). We resolve agents by email match against the HubSpot portal. Any Vorex agent without a matching HubSpot User goes to a reconciliation queue for the customer's admin to provision before ticket import.

Vorex tickets frequently contain embedded references to IT Glue configuration items (servers, workstations, software licenses) linked via the IT Glue integration. These are external Kaseya IDs with no functional equivalent in HubSpot. We extract the full CI link data (CI name, CI type, IT Glue record URL) and surface it as a named custom text property on the migrated HubSpot Ticket so teams can manually re-link assets post-migration. The native auto-population of asset context will not function outside Kaseya.

Vorex tracks billable and non-billable time logged against tickets for professional services scenarios. HubSpot Service Hub does not have a native time entry object. We migrate time entries as HubSpot Tasks with the duration recorded in minutes, the date preserved, the agent mapped to the HubSpot User, and the description stored in the task body. If the customer uses HubSpot Operations Hub, time entries can alternatively be stored in a custom object with a numeric duration field and a date field.

Vorex tickets may contain VSA Live Connect remote session references linking to specific VSA-managed devices. These are external Kaseya VSA IDs pointing into the remote monitoring product. We extract the device reference (device name, VSA agent ID) as a text property on the migrated HubSpot Ticket. The native remote session launch capability from within the ticket will not function in HubSpot.

Vorex ticket message history (customer and agent replies) migrates to HubSpot Ticket conversations, which appear chronologically in the HubSpot Conversations inbox. Each message author maps to either the requester contact or the assigned agent User. Timestamps are preserved in the conversation record. Private internal notes from Vorex migrate as internal notes in HubSpot.

Vorex exposes knowledge base functionality within the service desk context. We migrate published KB articles as HubSpot Knowledge Base articles, mapping title, body content, category, and publication status. Draft articles migrate with draft status for admin review. Articles are attached to the relevant HubSpot Inbox so they surface in customer-facing portals. We do not migrate article view counts or analytics data.