Migrate from Rooftop to HubSpot Service Hub

Rooftop Customer records map to HubSpot Contact. We preserve email, full name, phone, and any custom properties found in the Rooftop export. The contact record is created before any ticket import so that the contact lookup is satisfied at the moment of ticket insert. Rooftop customer metadata (created date, last updated) migrate as HubSpot contact properties. Where Rooftop stores multiple email addresses per customer, the primary email maps to HubSpot email and additional addresses migrate to a custom text property.

Rooftop Company records map to HubSpot Company. Company name, domain, and any association fields migrate directly. We use the Rooftop company domain as a dedupe key during import to prevent duplicate company records. Company is created before Contact import where possible so that the Company lookup relationship is satisfied at Contact insert time.

Rooftop Tickets map to HubSpot Tickets. The Rooftop ticket status (open, pending, resolved, closed) maps to a HubSpot ticket pipeline stage. Rooftop priority maps to a HubSpot ticket priority property. Custom ticket fields from Rooftop are recreated as HubSpot custom ticket properties before import and mapped via the CSV header or API property reference. Ticket owner resolves to the HubSpot User by email match.

Rooftop conversation threads attached to a ticket map to HubSpot ticket conversation records. We preserve message ordering, timestamps, sender attribution, and internal notes flag. HTML or plain-text formatting is normalized during the transform step. The parent ticket lookup is resolved at migration time by matching the Rooftop ticket ID to the newly created HubSpot ticket ID.

Rooftop Agent records map to HubSpot Users. We resolve agents by email match to the destination HubSpot portal's user list. Rooftop role and team assignment fields map to HubSpot User Role and HubSpot Team membership. Any Rooftop agent without a matching HubSpot User is held in a reconciliation queue for the customer's admin to provision before ticket import resumes, because OwnerId references are required on ticket records.

Rooftop tags applied to tickets for categorization migrate to HubSpot Ticket Labels. Where the Rooftop tagging model uses hierarchical or nested tag structures, we flatten the tag list to a flat label array that HubSpot's label field accepts. The customer selects tag strategy during scoping, either preserving the full tag hierarchy as a custom text property or adopting HubSpot's simpler label model.

Custom fields vary by Rooftop deployment. We inventory all custom field names, data types, and picklist values during scoping, then recreate each as a HubSpot custom ticket property before import. Field types are mapped: text fields to single-line text or multiple-line text, picklist fields to dropdown or radio select, date fields to date picker, numeric fields to number. Required fields in HubSpot are set to optional during import and made required after migration completes.

File attachments associated with tickets or conversations migrate by URL reference or re-upload to HubSpot. Attachment size limits (HubSpot supports up to 60 MB per file) and supported file types apply. We flag any attachment exceeding the size limit during scoping and recommend re-upload post-migration by the customer admin. Inline images embedded in conversation HTML are extracted and re-uploaded separately.

KB articles and categories exported from Rooftop migrate to HubSpot knowledge base articles. Article body content is preserved in full. Internal Rooftop article ID references are remapped to HubSpot article IDs in the handoff document. Category hierarchy in Rooftop maps to HubSpot knowledge base categories or is flattened into the article's category tag depending on the destination configuration. Article publish status is preserved as a draft or published property in HubSpot.

Email-style message records in Rooftop conversation threads migrate as HubSpot ticket conversation records. The sender email address resolves to the HubSpot Contact record via the contact email match. Email subject lines from Rooftop are preserved in the conversation body with a formatted header. HubSpot's native CSV importer cannot ingest email engagements; all conversation history is handled via the API-based import path.

Rooftop ticket owner references resolve to HubSpot User records by email match. Any Rooftop owner record without a matching HubSpot User is flagged in the pre-migration reconciliation report. The customer admin provisions missing HubSpot Users before production migration begins. Owner resolution must complete before ticket import because ticket ownership is a required field in HubSpot Service Hub pipelines.

Rooftop ticket status values (open, pending, resolved, closed, or any custom statuses) are mapped to HubSpot ticket pipeline stage values. We create a HubSpot ticket pipeline that mirrors the Rooftop status flow before migration. Closed status in Rooftop maps to a HubSpot closed stage; any custom statuses are recreated as stage values in the pipeline. Stage probabilities migrate from Rooftop to HubSpot stage percentage where those values are available in the export.