Migrate from OASYS to HubSpot Service Hub

OASYS Tickets map directly to HubSpot Tickets with subject, status, priority, and resolution data transferred 1:1. The OASYS ticket ID is preserved in a HubSpot custom property hs_original_ticket_id__c for audit and cross-reference. Conversation threads migrate as HubSpot Ticket conversations with timestamp ordering preserved. OASYS ticket categories or types map to HubSpot ticket pipelines or a Ticket custom property depending on whether the destination uses multiple pipelines. This mapping requires the Professional tier or above if multiple ticket pipelines are active in OASYS.

OASYS Customer records map to HubSpot Contacts with first name, last name, email, phone, and lifecycle data transferred directly. The OASYS Customer email field serves as the dedupe key during import. HubSpot Contact records are created before any Ticket import so that the Contact-to-Ticket association is satisfied at insert time. OASYS lifecycle or status fields map to HubSpot lifecyclestage property or a custom contact property depending on the field type compatibility audit.

OASYS Company records map directly to HubSpot Companies with company name, domain, and address fields transferred. The OASYS Company domain becomes the HubSpot Company Website field and is used as the association key when linking Customers to their parent organization. If OASYS supports company-level SLA settings, these are documented as a custom property on the HubSpot Company record for manual SLA assignment post-migration.

OASYS Agent records map to HubSpot User accounts by email address match. We extract every distinct agent referenced on Tickets and conversation records during scoping and validate against the destination HubSpot portal's User roster. Any OASYS agent without a matching HubSpot User is held in a reconciliation queue; the customer provisions missing users before record import resumes. Inactive OASYS agents are preserved as inactive HubSpot Users to maintain historical ticket assignment accuracy.

OASYS team structures and queue assignments vary by configuration and may use naming conventions not native to HubSpot. We audit team rosters and queue routing rules during discovery, document the team membership per agent, and rebuild equivalent HubSpot Teams (Groups) with the correct user memberships. Ticket routing rules in OASYS map to HubSpot conversation routing rules on Professional and Enterprise; Starter tier teams do not have automated routing and require manual queue assignment.

OASYS custom fields on tickets may use field types that do not map directly to HubSpot property types. During discovery we audit all custom field definitions and flag fields that require destination-side schema creation before ticket data imports. Unsupported field types (such as OASYS-specific picklists or conditional fields) are stored as HubSpot custom text properties with the original value preserved as plain text. The customer creates the HubSpot custom properties before migration day using our field audit report.

Same audit process applies to OASYS custom fields on Customer records. We produce a custom property mapping sheet identifying every HubSpot contact property that must be pre-created. Multi-select, date, and numeric fields are type-checked against HubSpot's supported property types and mapped accordingly. Any HubSpot-unsupported field types are flagged as text properties for manual data entry or replacement post-migration.

OASYS conversation threads attached to tickets migrate as HubSpot Ticket conversations with full chronology preserved. Customer replies and agent responses maintain their timestamp order. We flag inline images during extraction because HubSpot does not support inline image migration natively; these must be re-uploaded manually or stored as ticket attachments post-migration. The Help Desk Migration checklist confirms this limitation is standard for HubSpot Service Hub migrations.

File attachments on OASYS tickets and conversations are downloaded during extraction and re-uploaded to HubSpot's file storage during import. We validate file sizes against HubSpot upload limits during discovery and flag oversized files so the customer can compress, exclude, or manually re-upload them. File naming conventions and folder structures in OASYS do not map to HubSpot equivalents and are flattened into the ticket attachment list.

OASYS ticket and customer tags transfer to HubSpot Tags with their associations preserved. HubSpot tagging is a flat taxonomy, so hierarchical or nested OASYS tag structures are flattened into a single tag list. Post-migration, the customer may reorganize tags into HubSpot Topics for content-classification use cases if the knowledge base is active.

OASYS SLA definitions use internal naming conventions and condition logic that do not export as structured data. We capture SLA rules as screenshots and written documentation during the audit phase. Post-migration, we deliver an SLA rebuild guide for HubSpot administrators specifying the SLA policy name, conditions, response targets, and available actions in HubSpot Service Hub Professional or Enterprise. SLA rules must be rebuilt in the HubSpot native UI; they are not migrated automatically.

OASYS does not bundle a knowledge base as a native object in its standard configuration, but if the organization's OASYS instance includes a linked knowledge base or article repository, we document the article count and structure during discovery. HubSpot's knowledge base (Professional and Enterprise) is populated using the pre-built HubSpot Importer. We do not migrate knowledge base articles automatically; we deliver a content inventory and recommend the HubSpot native importer for the article transfer. If OASYS articles use a non-standard format, they require manual reformatting for HubSpot's article structure.