Migrate from Masergy to HubSpot Service Hub

Masergy CCaaS customer records (name, email, phone, company affiliation, queue assignment history) map to HubSpot Contact. The contact's primary extension or queue entitlement from Masergy is preserved as a custom HubSpot Property (masergy_extension__c). We extract these records manually from the Masergy or Comcast Business portal during discovery because no API export path exists. Customer records are imported before any Agent records to satisfy HubSpot's contact ownership model.

Masergy CCaaS organizations attached to customer records map to HubSpot Company. The organization's domain or account identifier from Masergy becomes the Company domain field. If Masergy does not hold explicit organization records (some CCaaS deployments use only individual contact profiles), we create placeholder Company records or merge contacts into the customer's existing HubSpot Company if a CRM integration already exists.

Masergy CCaaS agent profiles (login credentials, supervisor assignments, queue entitlements) map to HubSpot Users. The agent's email address is the dedupe and match key. Masergy supervisor-to-agent relationships map to HubSpot Team membership. Queue entitlements from Masergy are translated into HubSpot Service Hub seat assignments and optionally into HubSpot Teams. Agents without email addresses in Masergy receive a generated placeholder email for provisioning, pending admin confirmation.

Masergy team structures (supervisor-to-agent hierarchies, team-level queue assignments) map to HubSpot Teams. We export team rosters from Masergy CCaaS and reapply them to HubSpot's Team management under Settings > Users & Teams. If Masergy teams map to specific contact center queues, we note the queue-to-team mapping for reconciliation against HubSpot ticket Pipelines.

Masergy CCaaS queue definitions (routing rules, priority settings, agent group memberships) map to HubSpot Service Hub Pipelines. Queue routing logic (priority-based, round-robin, skill-based) is preserved as ticket Pipeline logic in HubSpot. Each Masergy queue becomes a separate HubSpot Pipeline, with queue priority levels mapped to HubSpot Pipeline stage priorities. Queue-to-agent assignments are resolved through the Agent-to-User mapping before ticket import begins.

Masergy CCaaS ticket or case records (subject, description, status, priority, agent assignment, timestamps) map to HubSpot Service Hub Tickets. We map the Masergy ticket status to the corresponding HubSpot Pipeline stage. Agent assignments are resolved via the Agent-to-User lookup created in the User provisioning phase. Ticket creation timestamp is preserved as the HubSpot hs_ticket_open_date property. Any Masergy custom ticket fields (e.g., escalation level, account tier) become HubSpot custom ticket properties.

If Masergy CCaaS includes a customer-facing knowledge base or FAQ portal (not standard on all Masergy tiers), we export articles as structured HTML and import them as HubSpot Knowledge Base articles. Masergy KB categories map to HubSpot Knowledge Base categories. Article-to-queue associations are noted for potential rebuild as HubSpot Help Desk article routing rules.

Masergy CCaaS email interaction records (email content, sender, recipient, timestamp, thread reference) map to HubSpot Service Hub engagement emails. The email is linked to the corresponding HubSpot Contact record via the contact lookup. Thread continuity (reply-chain context) is preserved where Masergy exposes thread identifiers; otherwise emails are imported as individual engagement records without threading.

Masergy CCaaS call records (caller ID, duration, queue, agent, disposition, timestamp) map to HubSpot engagement calls. Call duration and disposition are preserved as HubSpot call engagement properties. The agent assignment resolves via the Agent-to-User lookup. Call recording URLs stored in Masergy are flagged as non-portable (see Gotchas); the URL is noted in a custom property but the actual recording file cannot be transferred.

Masergy CCaaS meeting or chat records map to HubSpot Service Hub engagement meetings (for scheduled meetings) or conversations (for live chat sessions). Chat transcripts are imported as conversation records attached to the HubSpot Contact. Scheduled meeting records include start time, end time, and participant list resolved via contact and agent lookups.

Masergy SD-WAN site configurations (tunnel definitions, WAN circuit assignments, routing policies) are networking infrastructure data outside the helpdesk migration scope. We do not migrate SD-WAN configurations to HubSpot Service Hub. These are documented in a separate infrastructure scope and would require a different migration path (e.g., to another SD-WAN vendor or a network configuration management tool). Customers separating SD-WAN from CCaaS should coordinate the networking exit separately.

Masergy UCaaS dial plans (routing rules for extensions, DID numbers, outbound call routing) are telecommunications configuration data that do not map to HubSpot Service Hub objects. Dial plan rules are documented in a configuration handoff inventory for the customer's telecom or network team to re-implement if the UCaaS layer also migrates. HubSpot Service Hub does not manage dial plan routing.