Migrate from Novo Customer Support to HubSpot Service Hub

Novo Tickets map directly to HubSpot Tickets. The HubSpot ticket hs_pipeline property maps to HubSpot's pipeline and hs_ticket_priority maps to priority. We preserve status, assignee (mapped via owner email), and created/closed timestamps. Custom ticket fields migrate as HubSpot custom properties with typed field creation before import. If multiple Novo ticket pipelines exist, they map to separate HubSpot ticket Record Types configured during schema design.

Novo Customers map to HubSpot Contacts. Email address serves as the dedupe key during import. The customer's name, phone, and any custom fields migrate to the corresponding HubSpot Contact properties. If the customer record carries a linked Company, we resolve that relationship to a HubSpot Company record first so that the Contact-Company association is satisfied at insert time.

Novo Companies map to HubSpot Companies. The domain field from Novo becomes the Company website for dedupe and HubSpot's Insights feature. HubSpot's 'Create and Associate Companies with Contacts' setting can auto-create duplicate Company records based on email domain during import; we coordinate with the customer to temporarily disable this feature or manage it in staging before production migration.

Novo Agents map to HubSpot Users. We resolve each Agent by email match against the destination HubSpot portal. Novo role-based permissions and AD field mapping translate to HubSpot User roles (Basic, Super Admin, or custom roles from Professional tier) and Team membership. Any Agent without a matching HubSpot User goes to a reconciliation queue for the customer's admin to provision before record import resumes.

Novo Teams migrate to HubSpot Teams. We preserve team membership by mapping each Agent's team assignment to the corresponding HubSpot Team. If the destination portal uses the Basic tier without Team management, agents are assigned individually and team membership is documented for the admin to configure post-migration.

Novo Conversation records attach to HubSpot Tickets as threaded replies. We preserve chronological ordering by setting HubSpot's hs_timestamp or the associated ticket update timestamp. Author attribution migrates by resolving the Novo Agent or Customer email to the corresponding HubSpot Contact or User. If Novo stores conversation content as a single concatenated field, we parse and split into individual HubSpot reply records.

File attachments on Novo tickets and conversations migrate as HubSpot Files attached to the parent Ticket or Contact via ContentDocumentLink. We flag any file size restrictions during scoping and use chunked transfer for large attachment batches. Image attachments embedded in conversation HTML migrate as separate file records linked to the parent object.

Novo KB Articles migrate to HubSpot Knowledge Base articles. Article title, body content, and category hierarchy (KB Categories) map to HubSpot's article title, body, and knowledge base section. Internal/external visibility flags from Novo translate to HubSpot article publish status. We do not migrate article views, ratings, or feedback data unless the customer explicitly requests it during scoping.

Novo Tags apply across tickets, customers, and KB articles as a flat taxonomy. Tags migrate to HubSpot Topics with TopicAssignment records linked to the corresponding Ticket, Contact, or Article. The customer chooses whether to recreate tags as HubSpot native Tags or as a multi-select picklist property during scoping.

Novo custom ticket fields require pre-migration field map generation. We audit the custom field schema during discovery, create typed HubSpot ticket properties (dropdown, date, number, text) matching the destination type, and handle type conversions (string to dropdown, date format normalization). HubSpot Community posts confirm that custom field mapping requires matching property types on both sides; mismatched types silently drop values during import.

Novo ticket status values (Open, Pending, Resolved, Closed) map to HubSpot ticket status options. We generate a status mapping table during discovery and configure the HubSpot ticket pipeline status values to match before migration. Any custom status values in Novo require a new HubSpot status option created pre-migration.

Novo priority levels map to HubSpot hs_ticket_priority values. Standard mappings (Low, Medium, High, Urgent) transfer directly. Custom priority tiers require HubSpot property value creation before import. Priority assignment on migrated tickets reflects the original Novo value at the time of migration.

Novo stores associations between related tickets. We migrate these as HubSpot ticket associations or as a custom multi-line text property capturing the related ticket IDs for audit. If the customer uses a parent-child ticket model, we map this to HubSpot's ticket sub-ticket structure or a custom lookup property depending on the destination configuration.