Migrate from ManageEngine ServiceDesk Plus to HubSpot Service Hub

Requests in ServiceDesk Plus map directly to HubSpot Service Hub Tickets. The ServiceDesk Plus request ID becomes a custom field sdplus_request_id__c used as the dedupe key to prevent duplicate ticket creation on re-runs. Status, Priority, Category, Subcategory, and Description map to HubSpot Ticket properties. The ServiceDesk Plus resolution field maps to HubSpot's ticket close properties. Technicians in SDP map to HubSpot Agents via email lookup. The request-centric model becomes a conversation-centric model, so all associated request notes and replies are threaded as conversation entries in HubSpot.

Requesters in ServiceDesk Plus map to HubSpot Contacts. Email address is the primary dedupe key. Name, phone, department, and site properties migrate to the corresponding HubSpot Contact properties. ServiceDesk Plus does not have a native Account or Company object; if multiple Requesters belong to the same organization, the customer must define that grouping during scoping, and we build a Companies mapping accordingly. Historical request count per Requester is preserved in a custom contact property.

ServiceDesk Plus Sites represent physical locations that requesters are assigned to. HubSpot Service Hub has no native location object, so we store site names as a Contact property or as a custom object if the customer needs location-based reporting and filtering. The customer decides between a text property or a custom object during scoping.

Assets in ServiceDesk Plus (hardware, software, IT components) map to a custom Asset object in HubSpot Service Hub. Fields including name, type, serial number, purchase date, vendor, and cost migrate as custom properties on the Asset object. Asset-to-Request associations migrate as lookup relationships on the Asset record. This mapping requires HubSpot Professional or Enterprise tier to support custom objects.

Contracts in ServiceDesk Plus (vendor agreements, SLA contracts, support agreements) map to a custom Contract object in HubSpot. Fields including vendor name, contract type, start date, end date, and cost migrate as custom properties. Contract-to-Asset associations migrate as lookup relationships. This mapping requires a HubSpot tier that supports custom objects and is not available on Starter.

Solutions in ServiceDesk Plus (knowledge base articles) can migrate as a custom object in HubSpot with article content, category, and approval status as properties. Native HubSpot knowledge base articles require Service Hub Professional+ with the knowledge base add-on; if the customer's HubSpot tier includes this feature, we create native articles. If not, we use a custom object to preserve the full article body and metadata for manual recreation in HubSpot's knowledge base editor.

Problem records in ServiceDesk Plus ITIL Problem management track underlying causes of multiple incidents. HubSpot Service Hub does not have a native Problem object. If the customer also licenses Salesforce Service Cloud, Problems map to Cases with a custom Case Type value of Problem. Otherwise, Problems map to a custom Problem object with linked incident Request IDs. Problem records require Enterprise-tier ServiceDesk Plus to exist in the source data.

Change records in ServiceDesk Plus capture change requests with approval workflows, risk assessments, and implementation plans. HubSpot Service Hub has no native Change management object. We migrate Change records as a custom Change object with status, risk level, and implementation plan as properties. Approval Board content and change advisory board notes are stored as text or attachments. Change records require Enterprise-tier ServiceDesk Plus to exist in the source data.

Releases in ServiceDesk Plus track deployment packages and rollout checklists. HubSpot Service Hub has no native release management object. We migrate Release records as a custom Release object with deployment date, associated change requests, and checklist status as properties. Release templates and rollout schedules migrate as structured data. Releases require Enterprise-tier ServiceDesk Plus to exist in the source data.

ServiceDesk Plus custom ticket fields are stored in a separate database table from standard request fields. The bulk list API does not return these values. We identify all custom field names and data types during scoping, then call the individual request detail endpoint per record to extract values. Custom field values are created as additional Ticket properties in HubSpot or as custom properties on a linked custom object depending on HubSpot tier. The customer receives a field inventory showing the complete custom field list from the source.

Attachments associated with ServiceDesk Plus Requests are stored as file references in the platform database. The built-in migration tool does not export them. We call the file attachment endpoint per request to download attachment binary content where the API permits, then re-upload each file to HubSpot via the Files API and attach the resulting HubSpot file ID to the corresponding Ticket record. Where the API does not grant binary access, we document the attachment list for manual upload as a pre-migration task. This requires per-record API calls, multiplying against the 60 req/min read throttle.

ServiceDesk Plus internal notes and public replies on a request are stored as separate conversation entries. We extract each note and reply via the request detail API, preserving author, timestamp, and content. Internal notes are created as private conversation entries in HubSpot; public replies are created as public conversation entries. HTML content from SDP is sanitized and stored as rich text in HubSpot's conversation model. Conversation threads require per-record API calls and are not available via bulk export.

ServiceDesk Plus Users (technicians and admins) map to HubSpot Service Hub Agents. Email address is the primary dedupe key. First name, last name, and active/inactive status migrate to the corresponding HubSpot agent properties. ServiceDesk Plus role and group assignments do not have a direct HubSpot equivalent; these are documented for the customer's admin to reconfigure in HubSpot Teams and Roles post-migration.

Projects in ServiceDesk Plus track IT initiatives linked to requests and changes. HubSpot Service Hub has no native project object. We migrate project records as a custom Project object with metadata, task lists, and resource assignments as structured properties. Task lists within projects migrate as line-item custom properties or as a separate custom Task object linked to Project. Projects require Professional or Enterprise-tier ServiceDesk Plus to exist in the source data.

Service Catalog items in ServiceDesk Plus define orderable services with request templates, approval workflows, and step-based fulfillment. HubSpot Service Hub does not have a native service catalog. We migrate catalog item definitions as custom object records with the service name, description, steps, and approval logic stored as structured text. Approval workflows and step-based fulfillment require manual redesign in HubSpot as a separate process. Service Catalog requires Enterprise-tier ServiceDesk Plus.

SLA definitions in ServiceDesk Plus (escalation rules, response time targets, resolution time targets, holiday schedules) are platform-native workflow definitions that do not expose a public export mechanism. We document the SLA policies in scope during scoping, then the customer's admin configures corresponding SLA policies in HubSpot Service Hub Professional+ or connects a third-party SLA tool. SLA policies must be rebuilt; we do not migrate them as data.