Migrate from ManageEngine SupportCenter Plus to HubSpot Service Hub

SupportCenter Plus Requests map directly to HubSpot Tickets. The source request ID is preserved in a custom property scp_request_id__c for audit and cross-reference. Request status (Open, Pending, Resolved, Closed) maps to HubSpot ticket_pipeline_stage. Priority and category transfer to HubSpot priority and subject/tag fields. Conversation threads migrate as HubSpot Ticket engagements linked to the ticket record, with each comment author mapped to a HubSpot user by email match.

SupportCenter Plus Accounts map to HubSpot Companies. The account name becomes the Company name, and account custom fields (UDFs) map to HubSpot custom properties after cross-referencing the Field Labels admin table against raw udf_* column names. Multi-portal accounts where the same customer appears across portals are deduplicated by account name during migration into a single Company record.

SupportCenter Plus Contacts map directly to HubSpot Contacts. The contact-to-account relationship is preserved by resolving the SupportCenter Plus Account link to the migrated HubSpot Company before Contact insert. Custom contact UDFs map to HubSpot Contact properties using the same cross-reference process as Account fields. Email serves as the dedupe key.

SupportCenter Plus Contracts define SLA terms and billing periods per Account but have no direct HubSpot equivalent. We discuss with the customer whether to migrate active contracts as ticket-level custom properties (mapping contract_id, start_date, end_date, sla_tier) or as Company-level custom properties on the associated HubSpot Company. Expired contracts are typically archived rather than migrated. Product-linked entitlements are preserved as a lookup string in a custom property.

SupportCenter Plus Product Catalog entries map to HubSpot Products. The product name, SKU, and description transfer directly. Entitlement information (which customers purchased which products) is preserved in a custom property on the associated Company record because HubSpot Products lack native entitlement linking to customers. If the customer has fewer than 50 active products, we migrate all; larger catalogs are scoped based on support ticket relevance.

KB articles organized per SupportCenter Plus portal require restructuring in HubSpot because HubSpot KB is account-wide. We map article title, body, and category. Portal-specific article-to-product associations are converted to HubSpot article-to-article mapping or tag-based association. We flag articles with no direct HubSpot category equivalent for manual categorization during the KB rebuild phase.

SupportCenter Plus Comments linked to Requests via the junction table migrate to HubSpot Ticket engagements. Each comment preserves the author (mapped to HubSpot user by email), timestamp, and body content. First-contact public comments map to HubSpot ticket reply type; internal notes map to HubSpot internal ticket engagement. The full conversation thread order is preserved by timestamp sorting.

SupportCenter Plus attachments are stored either on disk (at a configurable path discovered during scoping) or in the database depending on installation configuration. We locate the attachment store during discovery, extract files, and re-associate them with the migrated HubSpot ticket via ContentDocumentLink. Attachments exceeding 25 MB are flagged because HubSpot's file upload API has a 25 MB per-file limit.

SupportCenter Plus technicians map to HubSpot Users. We match by email address. Role-based permissions (Admin, Technician, Viewer) have no direct HubSpot equivalent; we map to HubSpot Super Admin (SupportCenter Admin), Admin (SupportCenter Technician), and Standard User (SupportCenter Viewer) roles as the closest approximation. Portal-specific role assignments in multi-portal migrations are consolidated into a single HubSpot role per user.

SupportCenter Plus Projects track multi-step deliverables linked to Accounts. HubSpot has no native project object. We discuss with the customer whether to migrate project milestones as a series of linked HubSpot Tickets (with a parent ticket or tag indicating project grouping) or as HubSpot Operations Goals with linked measurable outcomes. Active projects are prioritized; archived projects are typically scoped out.

Purchase requests and orders tied to contract billing and product procurement are typically historical in a migration context. We migrate active (non-fulfilled) Purchase Orders as a custom object mapping if the customer has HubSpot Operations Hub Enterprise; otherwise, we archive these records as a CSV export delivered alongside the migration and flag them for manual follow-up.

SupportCenter Plus UDFs stored as udf_char, udf_date, udf_picklist, udf_numeric columns in the database require cross-referencing against the Field Labels admin table because raw column names are not descriptive. We discover all active UDFs during the discovery scan, create equivalent HubSpot custom properties (text, date, single-line number, single-select) in the destination portal, and map field values during migration. Multi-select picklist UDFs map to HubSpot multi-select properties.

SupportCenter Plus SLA policies defined per portal are consolidated into HubSpot SLA Policies at the account level. Each SupportCenter Plus portal's SLA rules (first response time, next response time, resolution time) map to a corresponding HubSpot SLA Policy. If multiple portals have conflicting SLA terms, we discuss which portal's policy takes precedence and document the decision in the migration scope.

SupportCenter Plus time entries linked to Requests for billing or tracking purposes migrate as a custom property on the HubSpot Ticket (e.g., total_billable_hours__c). Individual time entry records (who logged time, duration, description) are preserved in a JSON blob in a custom property if the customer has HubSpot Operations Hub, or delivered as a CSV export alongside the migration if not.