Migrate from Pega Customer Service to HubSpot Service Hub

Pega Cases map directly to HubSpot Tickets as the primary service record. We export all case fields including status, priority, category, source channel, and creation and resolution timestamps. Active SLA timers are preserved as HubSpot SLA policies attached to the ticket pipeline. Case Type from Pega maps to the HubSpot Ticket pipeline. Pega's pxUrgencyAssign and pxPriorityAssign values map to HubSpot priority (Low, Medium, High, Urgent). Original case ID is preserved in a custom ticket property for audit tracing.

Pega Contact records map to HubSpot Contact objects with standard field mapping (name, email, phone, address, organization). Custom Contact properties are detected during scoping and generated as HubSpot custom contact properties before migration. Contact-to-Case associations migrate as HubSpot Ticket-to-Contact associations. The Pega contact's organization association maps to a HubSpot Company lookup, which we provision from the Pega Organization data.

Pega Workgroups define agent team structures and queue ownership. We map Workgroup names and descriptions to HubSpot Teams. The Workgroup-to-Agent relationship is preserved by mapping individual Pega agent assignments to HubSpot user membership within the corresponding Team. Workgroup routing queue associations are documented for the customer's admin to reconfigure as HubSpot Inbox routing rules.

Pega agent records carry role, skill rating, and authorization data. We export agent profiles and map them to HubSpot Users. Skill ratings are preserved as HubSpot custom user properties. Active and inactive agent status is preserved. Agents without an email-address match in the destination HubSpot account go to a reconciliation queue for the admin to provision before migration resumes.

Pega SLA configurations (thresholds, escalation triggers, timer types, and resolution deadlines) are defined as rules attached to Case Types. We export these as structured metadata and translate them to HubSpot SLA Policies attached to the corresponding ticket pipeline. First Response Time and Next Milestone timers from Pega map to HubSpot SLA policy milestone definitions. SLA breach history is preserved as ticket property metadata.

Pega Case Types define the workflow, stages, and assignment logic for a category of cases. We map Case Type names to HubSpot Ticket pipeline names. The stage definitions migrate as HubSpot pipeline stages. Branching logic, routing rules, and assignment rules within Case Types do not export as flat data; we deliver a structured Case Type configuration audit document that the implementation team uses to rebuild pipeline automation in HubSpot.

Pega Knowledge articles (text content, categories, article status, and metadata) export to HubSpot Knowledge Base articles. HTML-formatted article body often requires content cleaning before insertion into HubSpot, particularly embedded Pega widgets, dynamic content tags, and non-standard HTML. We clean and normalize article content during export. Article categories map to HubSpot Knowledge Base sections. Author information and creation timestamps are preserved on the HubSpot article.

File attachments linked to Pega cases and Knowledge articles are downloaded as binary files and associated with the corresponding HubSpot ticket or Knowledge Base article. Large attachments may require chunked download and upload to handle timeout limits. Attachment references (pxRefObjectInsKey in Pega) are preserved in a custom ticket property for traceability.

Pega Microjourneys define multi-step customer service processes with branching logic. We export the journey configuration as structured metadata in a Microjourney audit document. Complex branching logic, conditional routing, and AI-driven next-best-action rules cannot be migrated as executable code. The customer receives a complete Microjourney audit with stage-by-stage documentation so their HubSpot admin or implementation partner can rebuild equivalent service processes using HubSpot Workflows.

Chat, email, and phone interaction transcripts stored as part of the Pega case history export as ticket comments in HubSpot. Transcript text and channel metadata (email, chat, phone) are preserved. Structured thread metadata migrates as ticket property fields. Side conversations and CC'd participants are preserved in custom ticket properties or as linked contacts.

Pega custom fields on Cases (picklists, dates, integers, text) are detected during scoping and generated as HubSpot custom ticket properties before migration. Custom field data types are type-mapped to the equivalent HubSpot property type (select to single-line text or enumeration, date to date picker, integer to number). All custom field data ports as structured row data alongside the standard case fields.

Pega custom Contact properties follow the same detection and generation approach as custom case fields. We pre-create the destination property in HubSpot using the CRM property editor, then import the custom field data alongside standard Contact fields. Picklist values are mapped to HubSpot enumeration options.