Migrate from Pylon to HubSpot Service Hub

Pylon Issues map to HubSpot Tickets with the full external comment thread and internal notes preserved as conversation entries. Issue status, priority, and custom field values migrate directly. Pylon's assignee maps to HubSpot Ticket OwnerId via the User email lookup. Thread ordering is preserved by sequencing conversation entries with their original timestamps. Note that HubSpot Service Hub does not support migrating Groups, so Pylon team-based routing assignments are translated into HubSpot Teams and conversation routing rules rather than Group ownership.

Pylon Accounts map directly to HubSpot Companies. Account-level custom fields migrate as HubSpot Company properties. The account domain maps to the Company Website field and is used as the dedupe key during import. Company is created before any Contact import so that the HubSpot CRM association is satisfied at the moment of Contact insert.

Pylon Contacts map to HubSpot Contacts. Email address is the primary dedupe key. Contact properties, phone, job title, and association to the parent Company migrate directly. Custom contact fields use the custom field pipeline with type mapping to HubSpot property types (string, number, date, enumeration, etc.).

Pylon Teams map to HubSpot Teams with membership preserved. Pylon routing rules (static assignment and condition-based assignment) are represented as HubSpot conversation routing rules and team assignment rules. Where routing logic is encoded as conditions, we document those conditions in a routing-rules inventory so the customer's admin can rebuild them as HubSpot routing rules post-migration.

Pylon Users (agents) map to HubSpot Service Hub users. User profiles, permissions, and assignment history migrate. We resolve Pylon agent owners by email match against the HubSpot destination portal. Any Pylon User without a matching HubSpot User is held in a reconciliation queue for the customer's admin to provision before record import resumes.

Custom fields on Pylon Issues and Accounts are migrated as name-value pairs mapped to typed HubSpot properties. Pylon requires destination custom fields to be created before migration; we generate a schema diff that shows what fields exist in Pylon, what property types they should become in HubSpot, and what needs to be created before migration begins. This includes picklist values, numeric formats, and date formats that differ between platforms.

Pylon Knowledge Base Articles migrate as content blocks with author and timestamp. HubSpot's Knowledge Base import works most reliably through HubSpot's pre-built native importer (knowledge.hubspot.com/knowledge-base/import-knowledge-base-articles) rather than direct API transfer. We export the article content, metadata, and collection assignments, then guide the customer through HubSpot's importer to ensure HTML sanitization and formatting fidelity. Collections (categories) migrate as folder structures.

Pylon Collections migrate as HubSpot Knowledge Base categories with nested sub-collections preserved. Article-to-collection assignments are preserved. Permission settings on collections migrate where HubSpot's Knowledge Base access controls support equivalent settings; otherwise they are flagged for manual configuration.

Pylon Tasks from the Account Intelligence layer migrate to HubSpot Tasks. Task subject, description, due date, and completion status map directly. We flag tasks associated with Pylon Projects as requiring a HubSpot custom object or a project management integration (such as Asana or Monday.com) because HubSpot's native Task object does not support hierarchical project structures.

Pylon Projects from the Account Intelligence layer do not have a direct HubSpot native equivalent. We migrate Projects as structured records in a HubSpot custom object with a __c API name, including project name, status, owner, and associated account. If the customer uses a project management tool, we recommend an integration with HubSpot rather than forcing Projects into a flat schema.

Pylon Activities migrate to HubSpot's timeline and engagement history. Activity type, timestamp, subject, and associated contact or account are mapped to HubSpot's activity log. HubSpot API rate limits apply to large activity volumes; we use batched API calls with exponential backoff to handle volumes above 50,000 activity records without silent drops.

Pylon Feature Requests migrate as HubSpot custom object records or as Ticket properties depending on the customer's chosen handling. We preserve the original requester, vote count, and status. If the customer chooses the custom object path, we pre-create the destination schema before migration; if they choose ticket tagging, we apply the tag during the Issue-to-Ticket mapping.

Pylon Broadcasts are one-off outbound messaging objects with analytics that do not map to any standard HubSpot Service Hub object. We document Broadcasts as an exclusion and recommend HubSpot's built-in email marketing or the HubSpot Marketing Hub as the replacement channel for outbound customer communication.