Migrate from N-able MSP Manager to HubSpot Service Hub

MSP Manager Customer records map to HubSpot Companies. The Customer name becomes the Company name, address and tax rate migrate to standard Company properties, and Program Level migrates to a custom HubSpot property customer_program_level__c. Customer ID is preserved as msp_customer_id__c for reconciliation. The HubSpot Company is created before Contact import so that the primary Company association is resolved at Contact insert time.

MSP Manager Contact records map to HubSpot Contacts with the parent Company linked via the HubSpot Company association. Contact name, email, phone, and role migrate to standard HubSpot Contact properties. Role information from MSP Manager migrates to a custom property contact_role__c. Contact-level portal access settings from MSP Manager do not transfer; these are recreated in HubSpot by the customer's admin as user invitations and team management.

MSP Manager Tickets map to HubSpot Service Hub Tickets. Status (Open, Pending, Resolved, Closed) maps to HubSpot Ticket status values that we configure during schema setup. Priority maps to HubSpot Ticket priority. The assigned technician maps to the HubSpot Ticket owner via email match resolution. MSP Manager ticket categories map to HubSpot Ticket pipelines or a custom picklist property ticket_category__c depending on the destination tier.

MSP Manager custom ticket fields (text, number, dropdown, date) map to HubSpot custom ticket properties. Several official N-able documentation URLs for custom field API coverage return 404 errors, so we inspect the live account schema via the MSP Manager Swagger API before migration to enumerate custom field names and types. Any unsupported dropdown option value or unmapped field type is flagged in a pre-migration field inventory for the customer's admin to review and configure as HubSpot properties.

MSP Manager Time Entries linked to Tickets map to HubSpot engagement records attached to the corresponding Ticket. Billable time entries with a timer start/stop timestamp become HubSpot Call engagements with duration preserved; time entries with a description but no timer become HubSpot Task records with the description in the task body. The time entry ticket association is preserved as a custom HubSpot property time_entry_id__c for audit. Time entries not linked to any Ticket are held for admin review to determine whether they attach to a default ticket or migrate as standalone tasks.

MSP Manager Expense records (amount, date, vendor, description) do not have a native HubSpot Service Hub equivalent. We map expenses to a HubSpot custom object Expense__c with fields for amount, date, vendor, description, and the linked Ticket ID. If the destination HubSpot tier does not include Operations Hub (required for custom objects), expenses migrate as Notes attached to the related Ticket with an expense-flag label for manual cleanup.

MSP Manager invoices are generated from billable time and expenses and carry status (Draft, Sent, Paid, Void). HubSpot Service Hub has no native invoice object. We map invoice headers and line items to a custom object Invoice__c with invoice_number, status, total_amount, and line items as a child custom object Invoice_Line_Item__c. If the destination lacks Operations Hub, invoices are exported as a structured CSV and delivered separately for the customer's admin to import into their accounting software (QuickBooks, Xero, or HubSpot Payments) post-migration.

MSP Manager KB articles (stored under Customers and containing procedure and policy documentation) map to HubSpot knowledge base articles. Article title, body content, and associated Customer name migrate. The HubSpot knowledge base is created as a single shared knowledge base (not per-company in Starter/Professional tiers) so KB articles are available across all tickets. Articles with internal-only content are flagged for the customer to set publish status in HubSpot.

MSP Manager Asset records (devices associated with a Customer, including hardware specs and status) map to a custom object Asset__c with device_name, hardware_specs, status, and parent_customer__c lookup. Asset data managed by N-sight RMM sync does not migrate because HubSpot Service Hub has no native RMM integration. Full device detail should be maintained in the customer's N-sight environment post-migration.

MSP Manager User accounts with role-based permissions (Admin, Technician, View-only) map to HubSpot Users. We resolve MSP Manager users by email match against the HubSpot destination account. Any MSP Manager user without a matching HubSpot user is held in a reconciliation queue for the customer's admin to provision before record import resumes. MSP Manager role permissions (which objects a user can access) do not map directly to HubSpot's permission model and require manual reassignment by the admin.

MSP Manager Service Items define managed services scope and pricing per customer (per-user or per-device plans). These are PSA-specific billing constructs with no HubSpot Service Hub equivalent. We export Service Items as a custom object Service_Item__c with service_name, pricing_model, unit_price, and linked_customer__c for the customer's admin to reference. Service item pricing does not connect to HubSpot's billing because HubSpot Service Hub has no native billing engine.

MSP Manager portal branding (logos, color schemes, ticket submission preferences per customer) is stored in UI state rather than as structured exportable records. We capture portal configuration screenshots during audit but treat portal branding as a manual reconfiguration task in HubSpot. The HubSpot help center publishing tool replaces the customer-facing portal experience.