Migrate from Odoo Help Desk to HubSpot Service Hub

Odoo Help Desk tickets map directly to HubSpot Service Hub tickets. The ticket subject becomes the HubSpot ticket subject, description migrates to the ticket's initial thread message, priority maps to HubSpot priority (Low/Medium/High/Urgent), and stage maps to the HubSpot pipeline stage. Odoo's ticket channel (email, phone, live_chat) maps to HubSpot's source property. We preserve the original Odoo ticket ID as x_odoo_ticket_id__c for audit traceability. Odoo closing reasons and internal notes become private HubSpot internal notes on the ticket thread.

Odoo helpdesk teams map to HubSpot Teams combined with a dedicated Inbox per team and a separate ticket pipeline per team if the customer uses Professional tier or above. Each Odoo team defines its own pipeline stages, so multi-team Odoo customers require multiple HubSpot pipelines or a single pipeline with a team-derived routing tag. Team alias emails map to HubSpot connected emails configured per Inbox.

Odoo team membership links res.users to helpdesk.team via many2many. We extract each distinct user, map by email to a HubSpot User, and assign ticket ownership accordingly. Inactive Odoo users are included in the export so historical assignment records are preserved as HubSpot ticket owners, but active/inactive status is flagged for the customer admin to set in HubSpot.

Odoo SLA policies define response and resolution deadlines by ticket priority or team. HubSpot Service Hub has a native SLA object only on Enterprise tier. For Starter and Professional destinations, we map SLA policies to custom fields on the ticket (sla_response_deadline__c, sla_resolution_deadline__c) and document the policy definitions for manual rebuild as HubSpot workflows or as a custom SLA object if the customer upgrades to Enterprise. This is flagged explicitly during scoping because it is the most commonly missed SLA reconstruction gap.

Odoo tags are plain string labels in a shared tag pool linked via many2many to helpdesk.ticket. We export tag names and apply them as HubSpot ticket tags at migration time. HubSpot's tag model is a flat string array per ticket, which matches Odoo's tag semantics directly.

Odoo ratings reference res.partner (customer) and res.users (rater) with a rating value and tracking metadata. HubSpot Service Hub captures satisfaction via CSAT surveys and Customer Feedback surveys (Professional+). We map Odoo ratings to HubSpot satisfaction survey responses where the destination has the feature, or flag the gap for manual reconstruction. Ratings that reference inactive customers are preserved with the original rater name in a custom field x_odoo_rating__c.

Ticket conversations live in mail.message linked by res_model='helpdesk.ticket' and res_id=ticket_id. We batch-fetch message threads per ticket in chunks of 500 to avoid Odoo's database timeout, then write each message as a HubSpot ticket message record with the author (partner or user), body, and timestamp preserved. Internal notes in Odoo map to private HubSpot messages on the ticket thread. Message author email resolves to the HubSpot Contact or User record.

Attachments on tickets are stored in ir.attachment linked by res_model='helpdesk.ticket' and res_id=ticket_id. We export file binaries via Odoo's /web/binary/base64 endpoint, then upload to HubSpot as file attachments linked to the corresponding ticket. Large binary blobs are chunked separately per ticket to prevent timeout blast radius. Supported file types are preserved; unsupported types are logged with the Odoo attachment ID for manual retrieval.

Odoo tickets reference res.partner records as the customer. partner is a shared model across Odoo CRM, Sales, and Accounting, so migration scoping must clarify whether only helpdesk-referenced partners should migrate or the broader contact scope. We export name, email, phone, address fields, and any custom fields on res.partner, then create HubSpot Contacts. Company associations from Odoo partner records map to HubSpot Companies, with the Contact-Company relationship established via lookup at migration time.

Odoo stages are records in helpdesk.stage scoped to a team_id. We export stage names, sequence order, is_close flags, and fold status. Stage names map to HubSpot pipeline stage labels, and the sequence order sets the stage display order. Odoo's is_close flag maps to HubSpot's closed/reopen behavior per stage. If Odoo uses a shared stage pool across teams, we consolidate to a single HubSpot pipeline unless separate pipelines per team are configured on the destination.

Odoo custom fields on helpdesk.ticket are registered in ir.model.fields with state='manual'. We detect x_studio_ prefixed fields (Odoo Studio) and x_ prefixed fields (manual via ir.model.fields) during schema discovery, surface them with human-readable labels, and map each to a HubSpot custom property of the matching type (string, number, date, enumeration). Multi-select Odoo fields map to HubSpot multi-checkbox properties. Custom fields on res.partner and mail.message also migrate with their respective HubSpot object property equivalents.

Odoo res.users records (agent/assignee references on tickets) export with login, name, and active status. We match by email to HubSpot Users, creating the mapping required for ticket owner assignment. Any Odoo user without a matching HubSpot User goes to a reconciliation queue for admin provisioning before the production migration begins, because OwnerId references are required on ticket import.