Migrate from Richpanel to HubSpot Service Hub

Richpanel Conversations are the primary ticket object and map directly to HubSpot Tickets. We migrate the full conversation thread including all messages, internal notes, status, priority, assignee, and created/updated timestamps. Tags from Richpanel migrate as a comma-delimited string in the HubSpot Ticket hs_ticket_tags property or as a multi-select picklist if the customer configures that during scoping. The original Richpanel conversation ID is preserved in a custom field richpanel_conversation_id__c for audit and cross-reference.

Richpanel Customer Profiles include contact details, billing/shipping addresses, and a consolidated interaction history. We migrate profiles 1:1 to HubSpot Contacts, mapping standard fields (name, email, phone, address) to HubSpot's Contact properties. Where Richpanel profiles include a company association, we create a HubSpot Company record first and link the Contact via the associatedCompanyIds property. Custom profile fields from Richpanel are mapped to typed HubSpot Contact properties (text, number, date, single/multi-select picklist) discovered during the schema audit.

Richpanel Orders are synced from the connected ecommerce platform (Shopify, WooCommerce, etc.) and linked to Customer Profiles. HubSpot Service Hub does not have a native Order object in its standard schema. We scope this during discovery: if the customer uses HubSpot Sales Hub alongside Service Hub, Orders map to Opportunities with a custom opportunity type. If Service Hub is the primary hub, we pre-create a custom object (Order__c) with fields for order reference, line items, totals, fulfillment status, and tracking, linked to the Contact via a lookup relationship. The mapping approach is confirmed during scoping before migration begins.

Richpanel Subscriptions are only available on certain plan tiers and are tied to the connected ecommerce platform's subscription data. We migrate subscription records as linked objects to the associated Customer Profile (Contact in HubSpot). The destination schema requires a custom Subscription__c object with fields for subscription reference, status, billing frequency, next renewal date, and linked Contact lookup. Subscriptions are not native to HubSpot Service Hub; the custom object schema must be provisioned before migration.

Richpanel Agent records include name, email, role, and team assignment. We migrate agent profiles by email match to HubSpot Users. The HubSpot User must be provisioned in the destination portal before the migration runs; we extract all distinct agent emails from Richpanel and provide a reconciliation list so the customer's HubSpot admin can create or map Users. Agent permissions and role-based access control (Admin, Agent, Viewer) map to HubSpot User Roles at the portal level.

Richpanel Teams are organizational units used for routing and ticket assignment. HubSpot Service Hub uses User Groups (available from Professional tier) for ticket routing. We migrate team names and member lists to HubSpot User Groups. Where Richpanel teams use routing rules, we document the routing logic as part of the automation catalog so it can be rebuilt using HubSpot ticket pipelines and team-based assignment rules.

Tags applied to Richpanel Conversations are migrated as a multi-select string value in the HubSpot Ticket hs_ticket_tags property. Where the customer prefers a structured tag taxonomy, we create a HubSpot multi-select picklist property and map tag values accordingly. Tag usage is audited during discovery to identify high-frequency tags that warrant their own dedicated property versus a flat tag string.

Richpanel custom fields on Conversations are discovered via API during the schema audit and mapped individually to HubSpot Ticket custom properties. Field types (text, dropdown, date, number, checkbox) are mapped to equivalent HubSpot property types. Required-field constraints are noted; HubSpot requires required properties to be populated at ticket creation, so we either provide a default value during migration or flag the field for the customer's admin to configure post-migration.

Richpanel custom fields on Customer Profiles migrate to HubSpot Contact custom properties. We audit the custom field schema, map field types to HubSpot equivalents, and migrate values. If a custom field references a lookup relationship (e.g., a profile field linking to a specific order), we resolve that reference to the migrated custom object or Contact record at migration time.

File attachments on Richpanel conversations (images, PDFs, order documents) are stored in Richpanel's media layer. We migrate attachment metadata, re-download files from the source, and re-upload to HubSpot via the HubSpot Files API, linking each file to the associated Ticket via the hs_attachment_ids property. Files exceeding HubSpot's 10 MB per-file limit are flagged for the customer to store externally and link via URL.

Richpanel Help Center articles are migrated to HubSpot knowledge base articles. Article title, body content, categories, and published status transfer. Custom flows (interactive return/exchange widgets) are configuration-heavy and do not migrate as functional logic; we document each flow as a reference artifact with its trigger conditions and actions so the customer can rebuild equivalent flows in HubSpot using workflow automation. Article redirects for SEO preservation are catalogued separately.

Richpanel Automations (workflows, triggers, auto-tagging rules, routing logic) are platform configuration, not stored as exportable records. We do not migrate them as executable logic. We catalog each automation as a written reference artifact: trigger type, conditions, and actions documented in a structured format that maps to HubSpot Workflow equivalents. The customer's HubSpot admin rebuilds these as ticket workflows, automation rules, or sequences post-migration.

Richpanel's historical reporting data (resolution times, CSAT scores, agent metrics) is computed and stored in the analytics layer, not as exportable records. We do not migrate historical analytics. We recommend that the customer export key metrics as CSV from Richpanel before the cutover date and archive them for compliance. HubSpot's reporting is configured fresh post-migration using migrated ticket data.