Migrate from Mojo Helpdesk to HubSpot Service Hub

Mojo Tickets map directly to HubSpot Tickets. We preserve ticket subject, description, status, priority, and creation timestamp. Mojo queue assignments map to HubSpot Pipeline (or Ticket Status if the destination plan uses a single pipeline). Mojo ticket ID is stored in a custom property mojo_ticket_id__c for reconciliation and cross-reference.

Mojo agent accounts map to HubSpot Users. We resolve by email address match. Mojo admin and agent roles map to HubSpot Super Admin and regular User roles. Note: Mojo Team plan accounts with more than 25 agents cannot migrate all agents into a Starter-tier HubSpot account; we verify agent count during scoping and flag plan adequacy before migration begins.

Mojo customer contacts migrate to HubSpot Contacts. Email address is the dedupe key. Phone, company affiliation, and custom contact properties migrate to HubSpot Contact properties. Mojo contact records created automatically by ticket submission are included; we deduplicate by email to avoid creating duplicate Contact records when the same customer appears across multiple tickets.

Mojo Queues are routing units that map to HubSpot Pipelines at Professional and Enterprise tiers, or to Ticket Status values at Starter tier. Each Mojo queue becomes either a separate Pipeline (recommended for multi-team routing) or a status category within a single pipeline. Queue-level routing rules are documented as configuration for the customer's admin to rebuild in HubSpot ticket routing settings.

Mojo ticket comments migrate as HubSpot Conversation records linked to the parent Ticket. Agent replies, customer replies, and CC'd participants are preserved with timestamps. Internal staff notes migrate as private internal notes on the HubSpot Ticket. Comment ordering is preserved by submission timestamp. Note: HubSpot does not support CC functionality in tickets natively; CC participants are recorded in a custom property mojo_cc__c for reference.

Mojo free-form text tags migrate to HubSpot Ticket Labels. Tags are extracted as a comma-separated list stored in a custom property mojo_tags__c. We do not create HubSpot Topics from Mojo tags as the semantic intent differs; the customer chooses label consolidation strategy during scoping.

Mojo custom ticket fields map to HubSpot custom properties on the Ticket object. Critical: Mojo requires custom fields to be created before a CSV import can populate them. We verify that all Mojo custom field definitions exist in the source account during scoping, and we pre-create matching HubSpot properties before import begins to avoid silent field drops. Any Mojo custom fields that do not yet exist in the source account are flagged for creation before migration.

Mojo Knowledge Base articles migrate to HubSpot Knowledge Base articles with title, body content, categories, and publish status preserved. Articles are migrated using the pre-built HubSpot Knowledge Base Importer for best results. Note: Mojo Knowledge Base storage is tier-gated; the source account's article count and storage allocation are verified during scoping to ensure the destination HubSpot plan accommodates the article volume. Draft articles migrate as draft articles.

Mojo SLA definitions (timeframes per priority level, business hours, pause-on-customer-reply logic) are documented as configuration for the customer's admin to rebuild in HubSpot's SLA Policies feature (available at Professional and Enterprise tiers). We do not migrate SLA logic as code. The written SLA inventory includes priority-to-SLA mapping, breach alerts, and business hours definitions extracted from the Mojo source account.

Mojo canned responses (pre-written reply templates associated with queues or categories) migrate as HubSpot Canned Responses or as separate Email Templates. Template content and trigger conditions are preserved in the migration report. Queue-specific language is noted; the customer may need to reassign templates to HubSpot pipelines post-migration.

Mojo custom forms (Ticket Request, RMA Request, Purchase Request) are documented as configuration with field definitions and routing logic extracted. Form structure migrates as metadata rather than functional forms; the customer's admin rebuilds forms in HubSpot Forms or via a third-party form builder that integrates with HubSpot.

Mojo bot automations (event-triggered actions on ticket created, updated, deleted) are documented as a written automation inventory with trigger conditions, actions, and queue assignments. We do not migrate bot logic as HubSpot Workflows because the two systems have different trigger models and action types. The customer receives the full automation map and rebuilds Workflows in HubSpot or engages a HubSpot partner for post-migration automation work.

Mojo's built-in asset management module (tracking laptops, software licenses, warranties linked to tickets) has no native equivalent in standard HubSpot Service Hub. Organizations relying on asset tracking have two options: add HubSpot's Asset Management Hub (a paid add-on), or export asset records as a CSV for manual import into a dedicated asset management tool. We flag this gap during scoping and document the asset schema for the customer's IT team.

Mojo Helpdesk dashboards and reports (first response time, resolution time, agent workload, satisfaction scores) are UI-only constructs with no documented API for exporting report definitions or historical report data. We extract any available report snapshots before migration begins. Post-migration, the customer's admin rebuilds dashboards in HubSpot Reports using the migrated ticket data as the source.