Migrate from Mint Service Desk to HubSpot Service Hub

Mint SD Tickets map to HubSpot Tickets 1:1 on standard fields (Subject, Description, Type, Status, Priority, Assignee, timestamps). Mint SD Queue assignment maps to HubSpot Pipeline and Pipeline Stage. If the source ticket has a linked Company, we resolve the HubSpot Company record by domain or name match before inserting the Ticket so the hs_object_id link is satisfied at import time. Custom fields on tickets follow the custom field introspection process.

Mint SD Companies map directly to HubSpot Companies using company name as the primary dedupe key and domain as a secondary dedupe signal. Mint SD custom properties on Companies migrate to HubSpot custom company properties. If the customer uses HubSpot CRM alongside Service Hub, Companies are shared across both hubs and do not need to be re-created.

Mint SD agents map to HubSpot Users by email address. We preserve the agent's display name and role from Mint SD, but queue permission sets do not migrate directly because HubSpot permissions are object-level (Tickets, Contacts, Companies) rather than queue-based. We deliver a permission-reconciliation checklist mapping each Mint SD queue to the nearest HubSpot team and inbox assignment so the customer's admin can configure access post-migration.

Mint SD Queues are the primary organizational unit bundling routing, permissions, and SLA linkage. HubSpot has no direct Queue equivalent — Pipelines handle stage progression and Inboxes handle routing. We map each Mint SD Queue to a HubSpot Pipeline (for ticket type or priority segmentation) and optionally to an Inbox for email routing. SLA linkage from the Queue is preserved as a named custom ticket property in HubSpot so breach monitoring can be reconfigured against that property.

Mint SD SLA rules attach to Queues by name. We migrate SLA definitions as named custom properties on the Ticket object (e.g., sla_first_response_hours, sla_resolution_hours) with the original threshold values. On HubSpot Professional and above, these properties can trigger Automation Rules to alert agents when SLA thresholds are at risk. We deliver an SLA-rebuild guide mapping each Mint SD SLA rule to a HubSpot Automation Rule trigger.

Mint SD Assets link to Companies and Tickets with full lifecycle tracking (warranty, location, status). HubSpot has no native Asset object — Assets are a HubSpot CRM feature that must be enabled or implemented as a custom object. We create an Asset custom object in HubSpot during schema design, migrate all Mint SD asset records with their linked Company and Ticket relationships preserved, and deliver the schema manifest so the customer's admin can enable HubSpot Assets if they prefer the native path post-migration.

Every Mint SD installation defines its own custom field set on Tickets, Companies, and Assets. There is no standard baseline schema across tenants. We introspect the source custom field definitions during scoping — extracting field name, data type, and enumerated options — and map each to a corresponding HubSpot custom property of matching type (string, number, date, single-select, multi-select, checkbox). If a source custom field has no HubSpot equivalent, we flag it during scoping and either create the property in HubSpot or ask the customer how to handle orphaned data.

Mint SD Ticket Types (Incident, Request, Problem) are a standard taxonomy. We map source type values to a HubSpot custom single-select property ticket_type__c. If the customer has more than three distinct ticket types with different stage progressions, we recommend creating separate Pipelines per type so stage values stay scoped.

Mint SD Status values (Open, In Progress, On Hold, Resolved, Closed) and Priority (Low, Medium, High, Critical) map directly to HubSpot Ticket status and priority. Custom status values from the source are mapped as enumerated values in HubSpot's custom property options list.

Mint SD stores attachment references as URLs or file paths on Tickets and Assets. These references do not resolve in HubSpot. We re-upload attachments to HubSpot Files during migration, update the attachment references on the migrated Ticket to point to the new HubSpot-hosted file URL, and validate a sample set of attachment links post-import to confirm they resolve correctly.

Mint SD Change Management records link to Tickets with custom approval chains. HubSpot has no native change management object. We create a Change_Request custom object with fields for change type, approval status, linked ticket, and approval chain, then migrate all records with their ticket relationships preserved. Approval automation requires rebuilding in HubSpot Automation Rules post-migration.

Agents log time against Mint SD Tickets. HubSpot has no native time-tracking object. We create a Time_Entry custom object linked to the Ticket, migrate billable hours and notes, and preserve the agent-to-ticket linkage via the User lookup. Time-entry billing reports require a custom report type or a third-party reporting tool.

If the Mint SD installation stores internal notes and activity history on Tickets, we migrate these as HubSpot Engagements. HubSpot's Timeline API allows custom timeline entries that appear in the ticket record's activity feed. We map note body, author (by email to User), and timestamp, and write them to the timeline in chronological order.