Migrate from Octadesk to HubSpot Service Hub

Octadesk Tickets map to HubSpot Tickets with the full standard property set: ticket ID, subject, status, priority, owner assignment, created and updated timestamps, and channel metadata. The Octadesk customField array (array of {id, name, value} objects) is parsed per field definition, flattened to typed HubSpot ticket properties, and mismatched data types (e.g., a date stored as a string) are flagged for manual review before import. Octadesk Ticket apps array is skipped as HubSpot does not have an equivalent attachment-point concept for apps on individual tickets.

Octadesk Chat sessions map to HubSpot Conversations linked to a Ticket. Each Chat exports via GET /chat with a hard cap of 100 items per page, requiring sequential cursor-based pagination for accounts with thousands of sessions. Chat events inside a session (messages, status changes, agent assignments) are exported separately via /chat/{id}/events and reconstructed as thread entries in the HubSpot Conversation timeline. Conversation channel metadata (WhatsApp number, Instagram handle, email thread ID) migrates as properties on the parent Ticket.

Octadesk Contacts map 1:1 to HubSpot Contacts. Standard properties (name, email, phone, lifecycle stage, created date) migrate directly. Custom Contact properties are parsed from Octadesks property schema and mapped to HubSpot Contact properties by type: text to text, numeric to number, dropdown to single-select picklist, date to date. We perform an email dedupe check before import to avoid duplicate Contact records on re-migration scenarios.

Octadesk Companies map to HubSpot Companies. Domain extraction from the Octadesk domain property populates the HubSpot Company Website field for dedupe matching. If the destination HubSpot account uses the Contact-Company association model, each Octadesk Contact-Company link is recreated as a HubSpot Company association on the Contact record after Company import completes.

Octadesk Agent records (name, email, role) map to HubSpot Users. Resolution is by email match. Any Octadesk Agent without a matching HubSpot User goes to a reconciliation queue for the customers HubSpot admin to provision before record import resumes. Agent role (admin, agent, viewer) maps to HubSpot User roles if applicable, or is recorded as a custom property if the destination org does not use HubSpot role hierarchies.

Octadesk Teams map to HubSpot Teams for queue-based ticket routing. Team membership (which agents belong to which teams) is preserved and mapped to HubSpot Teams during migration. If HubSpot Service Hub Starter is the destination tier (which does not include team-based routing), we document the team structure in the automation audit so the customer can configure manual routing queues post-migration.

Octadesks array-based customField schema is the highest-risk field for silent data loss. Each customField entry is parsed against its field definition (type, required flag, dropdown options), then mapped to the equivalent HubSpot ticket property type. Multi-select dropdown values are mapped to HubSpot multi-checkbox ticket properties. Date fields stored as ISO strings are re-formatted to HubSpots accepted date format. We flag any customField that has no HubSpot equivalent and ask the customer to confirm whether to create a new property or drop the field.

Octadesk file attachments on Tickets and Chats are referenced by URL. We download each file during migration, re-upload to HubSpot via the Files API, and attach to the corresponding Ticket record via the ticket_attachment_id association. Files larger than the HubSpot attachment size limit are flagged for the customer to host externally and link as a URL property.

Tags from Octadesk Tickets and Contacts are exported as a per-record tag list and recreated in HubSpot. Tag normalisation is applied: HubSpot restricts certain special characters in tag names, so we strip or replace unsupported characters before import. Tags used for Ticket categorisation map directly; tags used for Contact segmentation map to HubSpot Contact properties or tags depending on the customers preference.

Octadesk automation rules, triggers, and routing logic reference internal agent IDs, team IDs, and custom field values by internal identifier that are not exposed via public API. These cannot be migrated programmatically. We produce a detailed automation audit during discovery documenting every active rule, its trigger conditions, actions, and estimated HubSpot Workflow equivalent, so the customers admin can rebuild them in HubSpot Workflows post-migration.

Octadesk AI agents and chatbot flow configurations are built on proprietary internal schemas not exposed via public API. We do not migrate these as they require manual reconstruction. We export a structured JSON description of the chatbot flow logic (trigger points, conditional branches, response templates) as part of the automation audit document. Breeze Customer Agent on HubSpot Professional and Enterprise is the replacement technology; the customers implementation team rebuilds flows using HubSpots native AI agent builder.

Octadesk dashboards and performance reports reference internal aggregation logic and metric definitions that do not map directly to HubSpots reporting schema. We export report configurations as a metadata document listing each report, its filters, groupings, and KPI definitions. The customer recreates reports in HubSpots report builder or connects HubSpot to a BI tool (Looker, Tableau, Power BI) for equivalent analysis.