Migrate from Polar Help Desk to HubSpot Service Hub

Polar Incidents are the primary ticket object and map directly to HubSpot Tickets. We migrate incident ID as hs_ticket_id, incident subject as ticket subject, status as ticket status, priority as hs_ticket_priority, created and updated timestamps as hs_createdate and hs_lastmodifieddate, and assignee as ticket owner. Linked Work Orders attach as child Tickets or as threaded conversation notes depending on the customer's preference during scoping. Polar incident custom fields require schema verification against the live API or database before field-level mapping is committed.

Polar Work Orders attach to Incidents as sub-records representing sub-tasks, parts, or labor entries. HubSpot has no native Work Order object, so we create child Tickets linked to the parent Incident-Ticket via the hs_tickets_associated_tickets property or as threaded conversation notes. Work Order status and technician assignment migrate to custom Ticket fields. The parent-child linkage is resolved at migration time using the Polar incident_workorder relationship table.

Polar Contact records (name, email, phone, organization linkage) map to HubSpot Contact. Email is the primary dedupe key. HubSpot Contact properties hs_object_id and hubspot_owner_id are populated from Polar contact ID and assigned team respectively. Any custom Contact fields require type verification (text vs. dropdown vs. date) against the HubSpot property schema before import. Polar contact address fields map to HubSpot address composite properties.

Polar Account records (organization name, domain, industry) map to HubSpot Company. Company domain is the dedupe key. Polar account ID migrates as a custom property polar_account_id__c for cross-reference. The HubSpot Company record is created before Contact import so that Contact-to-Company lookup (associations API) is satisfied at insert time. Polar account custom fields are mapped to HubSpot Company custom properties with type verification.

Polar Teams define agent groupings with role assignments. We preserve team structure in HubSpot using HubSpot Teams (available at Professional tier and above). Polar role schema differs from HubSpot's built-in roles and permissions model, so role mappings are flagged in the handoff document for manual recreation by the admin. User-to-team assignments migrate via HubSpot's Teams API endpoint.

Polar Articles in Categories and Sections migrate to HubSpot Help Desk Articles within a designated Knowledge Base. Article content, title, slug, author, and created/updated timestamps transfer. Polar article publication-state flags are not fully documented and may result in migrated articles landing in draft status on HubSpot; we flag all affected articles post-migration and provide a bulk re-publish checklist. HubSpot supports article import via CSV or FreshDesk URL; for Polar we use the HTML content export path.

Polar SLA rules define response and resolution time windows per priority tier with optional business-hours calendars. We extract SLA metadata (priority level, response time, resolution time, business-hours calendar reference) and map it to HubSpot SLA Policies attached to the relevant Ticket pipelines. Actual escalation triggers, breach-action notifications, and business-hours calendar rules are destination-specific and require manual recreation in HubSpot SLA Policy configuration post-migration. We deliver a written SLA matrix for the admin to reference during rebuild.

Polar manages inbound email accounts linked to Incidents for auto-ticketing. Email-account configuration metadata (server hostname, port, protocol, routing rules) migrates to HubSpot Inbox routing rules and shared mailbox configurations. IMAP/SMTP credentials cannot be extracted in a migration-safe manner due to plaintext or hashed storage formats. We provide a configuration checklist for the admin to re-enter credentials manually in HubSpot Inbox settings post-migration.

Documents attached to Polar Incidents and Work Orders migrate as HubSpot Ticket Attachments via the HubSpot Files API and ticket attachment association. File name, size, and MIME type transfer. Large binary attachments exceeding 25 MB require chunked upload handling. We verify attachment-to-parent linkage using the Polar document_incident and document_workorder relationship tables at migration time.

Polar allows custom fields on Incidents and Contacts. We extract custom field definitions (name, data type, options for dropdown) and map their values to HubSpot custom properties. Field types (text, number, date, dropdown, multi-checkbox) must be confirmed against the HubSpot property schema before import. Custom fields without a clear HubSpot equivalent are flagged for manual field creation and documented in the handoff inventory.

Polar tags label Incidents for categorization and reporting. Tag values migrate as plain-text labels to HubSpot native Tags using HubSpot's Tags API. Tag inheritance rules (how tags propagate to child Tickets or linked Contacts) differ between platforms, so we document the source tagging taxonomy and recommend a tag-cleanup pass post-migration to align with HubSpot's tag management model.

Polar's Active Directory integration syncs users and group memberships from the customer's on-premise AD into Polar for automated user provisioning. Active Directory is an external identity provider configuration that cannot be migrated between platforms. We document the Polar AD group structure and recommend the admin configure HubSpot user provisioning using HubSpot's SCIM provisioning, manual invite, or the Azure AD/Okta integration app post-migration.