Migrate from LiveAgent to HubSpot Service Hub

LiveAgent Tickets map to HubSpot Tickets. The LiveAgent Ticket ID is stored in a HubSpot custom property liveagent_ticket_id__c for audit and cross-reference. LiveAgent Status (New, Open, Pending, Resolved, Archived) maps to HubSpot Pipeline Stage values that we configure during migration scoping. Priority maps to HubSpot Priority (Low, Medium, High, Urgent). The assignee maps to the HubSpot Ticket Owner via email lookup against the HubSpot User table. Custom fields on Tickets (account-specific schemas requiring dynamic discovery) map to HubSpot custom ticket properties created before migration.

LiveAgent Customers map directly to HubSpot Contacts. Email address serves as the deduplication key. First name, last name, phone, address, and any custom field values on the Customer record map to HubSpot Contact properties. LiveAgent's Customer custom fields require explicit mapping review because their schemas vary per account. We enumerate all customer custom fields during scoping, create equivalent HubSpot Contact properties, and map each during import.

LiveAgent Companies map to HubSpot Companies. Not all LiveAgent accounts use Companies; we check during scoping and include only if the source data contains Company records. The HubSpot Company domain becomes the Website field and is used as a dedupe key. HubSpot Company is created before any Contact import so that the Company-Contact association is satisfied at the moment of Contact insert. If the destination portal already has Companies from an existing HubSpot CRM instance, we match by domain and associate.

Every LiveAgent Ticket contains one or more Conversations storing threaded message history. We fetch conversation data through LiveAgent's Conversations API, pulling agent and customer messages with timestamps and attachment references. Each conversation thread is reimported as a HubSpot Ticket Reply linked to the migrated Ticket. The original message timestamp is preserved as the reply timestamp. Attachment references are resolved by downloading the file from LiveAgent and uploading to HubSpot via the Files API, then attaching to the corresponding Ticket Reply.

LiveAgent Tags applied to Tickets migrate to HubSpot Ticket Labels. We fetch all distinct tag names from LiveAgent's Tags API, create equivalent Labels in HubSpot during the schema phase, and map tag assignments during ticket import. Tags applied to Conversations (if applicable) are stored as a custom property on the Ticket Reply. If the same tag is used across Tickets and Conversations, we use the same HubSpot Label name.

LiveAgent Agents are referenced on Tickets and Conversations by email and name, but there is no standalone Agents API object. We extract all distinct agent emails from ticket assignments and conversation records, match by email against the HubSpot destination portal's User table, and map each agent to a HubSpot User. Any agent without a matching HubSpot User goes to a reconciliation queue for the customer's admin to provision before ticket import begins. Active agent count in LiveAgent informs the seat count estimate for HubSpot Service Hub licensing.

LiveAgent Customer Groups (used to segment customers by tier or region) map to HubSpot Contact Lists or HubSpot Teams depending on use case. If groups represent service tiers, we recommend HubSpot Contact custom property with a picklist. If groups represent team ownership, we recommend HubSpot Teams for routing assignment. The customer chooses the strategy during scoping. We migrate group membership, recreating each group in HubSpot with the same contact set.

LiveAgent Knowledgebase articles (with content, status, categories, and ACL settings) map to HubSpot Knowledge Base articles. We fetch articles via LiveAgent's current API endpoints (some are marked deprecated), map article body, title, status, and category, and create equivalent HubSpot Knowledge Base articles. HubSpot Knowledge Base requires articles to be published to a specific portal; we map the LiveAgent customer portal structure to HubSpot Knowledge Base categories. ACL settings in LiveAgent are approximated using HubSpot article availability settings.

Attachments linked to Tickets and Conversations are downloaded from LiveAgent via the Files API, re-uploaded to HubSpot, and attached to the corresponding Ticket or Ticket Reply. We handle inline images separately as content embedded in the message body rather than as standalone files. File naming conventions and folder structure are preserved as HubSpot file names. HubSpot's file size limits (250 MB per file) are checked during scoping; any files exceeding this are flagged for the customer to handle manually.

Custom fields on LiveAgent Customer records vary per account and must be discovered dynamically via the API. We enumerate all customer custom fields during scoping, map each to an equivalent HubSpot Contact property (creating new custom properties in HubSpot with matching types), and migrate values during Contact import. Type mapping: text fields to single-line text, dropdown fields to single-select picklist, date fields to date picker, checkbox fields to boolean. Any unsupported field types are flagged for review.

Custom fields on LiveAgent Tickets follow the same pattern as Customer custom fields — account-specific schemas requiring dynamic discovery. We enumerate all ticket custom fields during scoping, map them to HubSpot custom ticket properties, create them before migration, and migrate values during Ticket import. Type mapping follows the same rules as Contact properties. Custom fields that reference liveagent_ticket_id__c are handled separately as the cross-reference field.

Macros and Rules in LiveAgent encode workflow automation (auto-assignment, SLA triggers, canned response selection) and are not exposed via the public REST API. We do not migrate Macros or Rules. We deliver a written inventory of every active LiveAgent Macro and Rule with its trigger conditions, actions, and a recommended HubSpot Service Automation equivalent. The customer's admin rebuilds them in HubSpot's automation tools post-migration. This is a manual step; we do not provide post-migration admin support as standard scope.