Migrate from Novo Help Desk Software to HubSpot Service Hub

Novo Accounts (top-level tenant representing a company) map directly to HubSpot Companies. The Account name becomes the Company name, and any Account Type custom field migrates to a custom Company property. We use the Company name as the dedupe key during import and create the Company before any Contact import so that the Company lookup is satisfied at the moment of Contact insert.

Novo Contacts (individual end users within an Account who submit and receive tickets) map to HubSpot Contacts. Email address serves as the primary dedupe key. Contact-to-Company association migrates by resolving the parent Account name to the HubSpot Company record created in the prior phase. Name, email, phone, and role fields migrate directly.

Novo Tickets map to HubSpot Tickets with the ticket subject as Ticket Name, ticket status mapped to HubSpot Ticket status values, and priority mapped to HubSpot Ticket priority. If Novo uses custom status labels, we configure them as HubSpot Ticket statuses before migration. Owner assignment maps by email match to the HubSpot user record.

Novo's single pipeline with status labels maps to a HubSpot Ticket pipeline configured before migration. We create pipeline stages that correspond to Novo status values, preserving stage order and closed/open classification. If the customer has multiple ticket categories, we configure multiple HubSpot pipelines with distinct record types.

Ticket attachments migrate as files attached to the HubSpot Ticket record. We preserve file name and original upload timestamp. Large attachment batches are chunked and validated for integrity post-transfer. Inline images embedded in ticket body do not migrate per HubSpot limitations; we flag these in the pre-migration inventory.

Novo's Activity Tracking records (audit-style log entries attached to tickets) map to HubSpot Conversation records linked to the Ticket. Each activity entry migrates as a Conversation message with the timestamp preserved. If the activity type distinguishes between public and internal notes, we use HubSpot's conversation visibility settings to replicate that distinction.

Novo's built-in Knowledge Base and Self Service Portal articles migrate to HubSpot Knowledge Base. We use the HubSpot pre-built Knowledge Base importer where available, or bulk import via the CMS API. Categories map to Knowledge Base categories, articles map to Knowledge Base articles with body text, author, and status preserved. Published versus draft status migrates directly.

Novo ticket custom fields (string, boolean, date, number, select) map to HubSpot Ticket custom properties of equivalent type. We inventory all custom fields during scoping via a manual field map provided by the customer, since Novo has no API and no self-service field export. The customer reviews the field inventory before migration.

Novo Account custom fields (Account Type, service level designations) map to HubSpot Company custom properties. Account Type values become text or select custom properties on the Company record depending on the original field type. We create the destination properties in HubSpot before Company import.

Novo agents and assigned owners map to HubSpot Users. We match by email address. Any Novo owner without a matching HubSpot User goes to a reconciliation queue for the customer's admin to provision before record import resumes. Deleted or inactive Novo agents are flagged for reassignment to an active HubSpot user.

Novo's Active Directory module is a paid add-on and its sync configuration does not have a migration path. We do not migrate AD integration settings. Post-migration, the customer's admin configures HubSpot's native Azure AD integration (available at Professional tier and above) or SAML SSO to re-establish identity sync. We document the AD-sourced contact fields that may not exist in the exported data during pre-migration scoping.

Novo's Automated Workflows, SLA Management configurations, and escalation rules are platform-specific automation logic. These do not migrate as code. We deliver a written inventory of every active Novo workflow with its trigger, conditions, and actions for the customer's admin to rebuild in HubSpot using HubSpot's automation tools. SLA policies in HubSpot are configured manually post-migration.