Migrate from OneDesk to HubSpot Service Hub

OneDesk Tickets map to HubSpot Service Hub Cases. Subject maps to Case Subject, description maps to Case Description, status maps to Case Status, priority maps to Case Priority, and the assigned User maps to Case OwnerId resolved via User email lookup. OneDesk SLA timers do not have a native HubSpot equivalent; we document active SLA policies in the migration package so the customer's admin can configure SLA boundaries in HubSpot's SLA configuration post-import. Ticket custom fields extract from the global OneDesk schema and map to HubSpot Case custom properties.

OneDesk Tasks map to HubSpot Tasks. Both share the same Item schema with a type discriminator. We filter by Item type during extraction and import Task records into HubSpot as Task objects. Assignee resolves via email to HubSpot User. Task status, due date, and description migrate directly. Time entries on Tasks migrate as HubSpot engagements linked to the Task.

OneDesk Customer records (external contacts, non-billable) map to HubSpot Contacts. Name, email, phone, company name, and address fields migrate directly. Customer-level custom properties map to HubSpot Contact custom properties. The distinction between Customer (external) and User (agent) is critical: only Customer records migrate to Contact; User records migrate separately to HubSpot Users. This affects destination licensing.

OneDesk Users (billable agents) map to HubSpot Users. We extract User profiles including name, email, role, and active status. OneDesk role assignments (Admin, Agent) map to HubSpot User permissions. Any User without a matching HubSpot User email is held in a reconciliation queue for the customer's admin to provision before record migration continues. User seat count in HubSpot Service Hub is billable; we flag the count before migration so the customer does not over- or under-provision.

OneDesk conversation messages on Tickets export with author, timestamp, body content, and internal/external flag. We migrate the full thread in chronological order to HubSpot Conversations linked to the parent Case. Author references resolve via User email lookup to the HubSpot User. Internal notes migrate with the internal/external flag preserved. Ticket body text migration requires confirming OneDesk export coverage before migration begins, as some OneDesk configurations restrict full ticket body export.

OneDesk custom fields are shared across all Item types (Ticket and Task) and stored at the Item level. We extract the complete active custom field schema during scoping via the OneDesk field definition API, then map each field to either a Case custom property (if used on Tickets) or a Contact custom property (if used on Customers). Fields that appear on both Tickets and Tasks are mapped twice with the appropriate destination object. Multi-select and date fields use HubSpot's corresponding typed properties.

OneDesk KB Articles export with title, body content, category assignments, and publish status. We map each article to a HubSpot Knowledge Base article, preserving the article-to-category relationship. Publish status migrates so that draft articles remain draft in HubSpot. Article attachments migrate as HubSpot file attachments linked to the article. HubSpot's knowledge base article AI features (content gap analysis, article generation) are available at the Pro tier and above; these require post-migration activation rather than migration of existing content.

OneDesk Projects serve as container objects grouping related Tickets and Tasks. HubSpot Service Hub does not have a native Project object. We offer two strategies: map Projects to a custom Project object pre-created in the destination HubSpot account, with Tickets linked via a lookup relationship; or flatten the hierarchy by importing Tickets without parent-project linkage and documenting the project groupings in the migration package for the customer to rebuild using HubSpot's custom objects or a linked PM tool. The choice is made during scoping based on the customer's operational reliance on project grouping.

File attachments on OneDesk Items are downloaded from OneDesk storage and uploaded to HubSpot Files. We map each file to the corresponding migrated Case or Contact record, preserving the original filename and file type. Large attachment sets are chunked to avoid timeout. We do not migrate OneDesk attachment permissions or access control lists; these require post-migration review in HubSpot.

Time tracked against OneDesk Tickets and Tasks exports with hours, user, date, and optional description. We map time entries to HubSpot engagements (Tasks with time-tracking metadata) or store the total hours on the parent Case as a custom numeric property, depending on the customer's reporting needs identified during scoping. Billable hour flags migrate to a custom property in HubSpot.

OneDesk Workflow Automations trigger on Item state changes, assignments, or SLA conditions and may reference specific Item or User IDs. These IDs change after migration, breaking the automation logic. We export every active automation definition and deliver a written inventory documenting the trigger type, conditions, actions, and any record ID references. The customer's admin rebuilds these in HubSpot Workflows post-migration. We do not rewrite automation ID references automatically because the logic is opaque without full workflow auditing.

OneDesk Professional Services Invoice records export with line items, amounts, status, and customer reference. HubSpot Service Hub does not have a native Invoice object. We export the invoice data as a structured CSV and deliver it as a reference document. The customer can import the CSV into a billing tool or HubSpot's custom objects if invoice history is operationally required. This is a manual post-migration step outside the automated migration scope.