Migrate from monday service to HubSpot Service Hub

monday service tickets are Items on Boards. We map Items from support-configured Boards to HubSpot Tickets, translating the Board and Group structure to Ticket Pipeline and Ticket Status. The monday Item title maps to Ticket Subject, Item description to Ticket Description, and the Status column values to Ticket Status with probabilities preserved. Created date, last updated date, and closed date migrate as Ticket createdate, hs_lastmodifieddate, and hs_ticket_closed_date respectively.

Customer records stored as Items on monday's dedicated Customer Board map to HubSpot Contacts. We extract email, name, phone, company, and any custom columns, resolving the company reference to a HubSpot Company record. If customers are stored via monday's Contacts integration instead, we pull from that source and map to HubSpot Contacts using email as the dedupe key.

monday Updates attached to Items function as conversation threads. We extract Updates in chronological order, preserving author, timestamp, and rich text content (noting that embedded images and @mentions may require re-attachment as separate file uploads post-migration). Each Update thread becomes a HubSpot Conversation entry on the associated Ticket, with author mapped to the HubSpot User or Contact record by email resolution.

SLA targets in monday service are typically stored as custom date columns and enforced via automation rules referencing those dates. We preserve the SLA target values as custom date fields on the HubSpot Ticket and flag each automation rule in the migration playbook so the customer's admin can rebuild equivalent SLA Policies in HubSpot using HubSpot's native SLA Policy object and Workflows. SLA configuration is not automatically migrated.

monday service agents are standard monday.com Users. We map them by email to HubSpot Users, preserving display name, active/inactive status, and role. monday User avatars and profile images do not transfer; these are re-configured manually post-migration. Any monday User without a matching HubSpot User account goes to a reconciliation queue for the admin to provision before the migration runs.

monday support Boards become HubSpot Ticket Pipelines. If multiple monday Boards represent distinct service queues or brands, each maps to a separate HubSpot Pipeline. Groups within a monday Board map to Ticket Status values within the corresponding Pipeline. We create the Pipeline and its Status values in HubSpot before migration so that Item imports resolve to the correct pipeline_id.

monday Status columns (including any status-style dropdown columns) map to HubSpot Ticket Status values within the target Pipeline. We preserve the color coding from monday by mapping to equivalent HubSpot Status color options. Status probabilities from monday map to the HubSpot SLA Policy or Ticket Property as a custom numeric field if the customer requires probability tracking by ticket stage.

monday Priority columns (or any priority-style dropdown) map to HubSpot Ticket Priority with values mapped by label match (e.g. Low, Medium, High, Urgent). If monday uses numeric priority values, we normalize them to the standard Priority labels the customer selects during scoping.

monday Assignee columns reference monday Users. We resolve each assignee by email to the corresponding HubSpot User record and set HubSpot Ticket Owner accordingly. Unassigned Items map to Unassigned Tickets in HubSpot. Any assignee with no matching HubSpot User is flagged for admin provisioning before the migration phase that includes Ticket records.

monday column types translate to HubSpot Ticket Properties. Text columns map to single-line or multi-line text properties; numbers map to number properties; date columns map to date properties; dropdowns map to single-select picklists. Formula columns, dependency columns, and link columns have no direct HubSpot equivalent and are flagged as fields requiring manual value extraction or abandonment. We document every custom column with its type, sample values, and destination property recommendation during scoping.

Tags applied to monday Items migrate to HubSpot Ticket Tags. We preserve tag labels and apply them to the corresponding HubSpot Tickets during import. If HubSpot does not have a native Tags property on Ticket, tags are mapped to a multi-select picklist property that the customer configures during schema setup.

Files uploaded to monday Items migrate as HubSpot File attachments. monday account exports include file URLs, but large file archives add significant processing time (up to 24 hours for full account exports per monday's guidance). We can optionally exclude files during initial migration and re-attach them post-migration to avoid blocking the timeline, or pull files separately via monday API and upload to HubSpot via the Files API. Externally linked files (URL columns) migrate as text properties with the URL preserved.

monday Sub-items on support Items have no direct HubSpot Ticket equivalent. We document sub-item structure during scoping and propose either a Related Ticket association or a custom child ticket pattern depending on the customer's use case. If sub-items are used for task checklists, they may be better suited as HubSpot Task records linked to the parent Ticket.

monday service customer-facing portal layout, custom domains, and branding settings are not accessible via API. We document the current portal configuration during discovery, including layout sections, ticket submission forms, and branding elements, and deliver a written portal rebuild guide for the customer's admin to reconfigure manually in HubSpot Service Hub's portal settings post-migration. This is a manual step we flag upfront to avoid post-migration surprises.