Migrate from osTicket to HubSpot Service Hub

osTicket Ticket records migrate to HubSpot Tickets 1:1. The osTicket ticket ID is preserved in a custom property osticket_id__c for reconciliation. Status, Priority, Source channel, and created/updated timestamps map to HubSpot's standard Ticket properties. Ticket number in osTicket (formatted e.g., #0001234) is stored in a custom property for reference. We extract all ticket custom fields and map them to HubSpot Ticket custom properties, creating the HubSpot property schema during the scoping phase.

osTicket stores the entire ticket conversation history — user replies, agent responses, and internal notes — as a single merged Thread record per ticket. We split this blob into discrete message records at migration time using osTicket's rendered-thread HTML structure, which is version-sensitive across osTicket releases. Each resulting message record receives the author name, timestamp, and internal vs. public flag preserved from the source thread. The split logic is applied during the MySQL read phase before records are written to HubSpot, ensuring that the conversation timeline in HubSpot's Tickets inbox mirrors the chronological order visible in osTicket.

osTicket Users (end users who submit tickets) map to HubSpot Contacts. We use email address as the dedupe key. Name, email, phone, and organisation linkage migrate. osTicket allows Users with no Organisation assignment; these map to standalone HubSpot Contacts without a Company association, and we flag them in the reconciliation report for the admin to link post-migration. Custom fields on osTicket user forms migrate to HubSpot Contact properties.

osTicket Agents map to HubSpot Users (service desk agents). We resolve agents by email address. Any osTicket Agent without a matching HubSpot User email is placed in a reconciliation queue for the customer's admin to provision before production migration begins. osTicket per-department permissions do not have a direct HubSpot equivalent; we document the permission matrix in a written report for the admin to configure HubSpot Teams and access levels post-migration.

osTicket Organisations map to HubSpot Companies. The organisation name becomes the Company name field. We preserve organisation-level data including domain, phone, address, and any custom fields. The loosely-enforced User-to-Organisation relationship in osTicket is resolved by matching Users to their assigned Organisation by org_id at migration time, linking each Contact to the correct HubSpot Company via the HubSpot associations API.

osTicket Departments control ticket routing and agent permissions and carry an associated SLA plan and email routing address. We map Departments to HubSpot Teams (the inbox assignment unit in Service Hub). Each Department name and its associated SLA plan are recorded; the customer configures Team inboxes and routing rules in HubSpot post-migration based on the department inventory we deliver.

osTicket SLA Plans define response and resolution deadlines tied to ticket priority. We extract SLA plan names, first-response hour windows, and resolution hour windows as typed HubSpot Ticket custom properties (e.g., sla_first_response_hours__c, sla_resolution_hours__c). These are not native HubSpot SLA objects (which are a separate premium add-on at Enterprise); the customer's admin activates HubSpot's native SLA feature or configures workflow-based SLA enforcement based on the migrated SLA data.

osTicket Help Topics are ticket categories that drive routing and SLA assignment. They are a first-class object in osTicket but have no direct HubSpot equivalent. We map Help Topics to a HubSpot Ticket custom property (e.g., help_topic__c as a single-select picklist) and optionally to HubSpot Tags on Tickets for reporting segmentation. The customer chooses the strategy during scoping.

osTicket stores attachments separately from the ticket thread record and links them by attachment ID. We extract attachment records alongside ticket threads, re-link them to the corresponding HubSpot Ticket using HubSpot's Files API, and preserve filename, MIME type, and file size. Attachments stored on the osTicket server filesystem (not in the database) require the customer to expose the attachment directory over a reachable URL or share it with us during scoping.

osTicket Custom Fields are configurable per ticket and user forms with types including text, boolean, date, list, and checkbox. We map each field to a corresponding HubSpot Ticket or Contact custom property with the appropriate field type. osTicket custom fields that are marked as required for end-user-facing forms silently block ticket creation via the osTicket API — this is handled at migration scoping time by temporarily setting them to optional, and restored post-migration if requested.

For tickets created via email (osTicket's email piping feature), the email thread history stored in the Thread blob migrates alongside the ticket. Each email in the thread is split into a discrete HubSpot Conversation message with author attribution, timestamp, and direction (inbound/outbound) preserved. Email addresses without a matching HubSpot Contact are created as stub Contact records during migration to preserve the sender attribution.

osTicket ticket statuses (Open, Closed, Archived, etc.) map to HubSpot Ticket Pipeline stage values. We map each osTicket status to a corresponding HubSpot pipeline stage, with Closed status triggering the completion timestamp. Custom osTicket ticket statuses are created as HubSpot Ticket pipeline stages during the schema preparation phase. The customer reviews and approves the status map before migration begins.

osTicket Priority levels (Low, Normal, High, Emergency) map directly to HubSpot Ticket Priority values. The mapping is 1:1 with no transformation required. Priority drives SLA plan assignment on the HubSpot side if native SLA enforcement is activated.

osTicket tracks agent and department-level ticket statistics (tickets opened, closed, average response time) as derived data stored in the database. These are not individual records with a creation timestamp — they are computed rollup counters. We do not migrate rollup counters. The customer can recreate agent performance reporting in HubSpot's Service Hub analytics from the migrated ticket history once the agent is assigned as the ticket owner in HubSpot.