Migrate from SAAS First to HubSpot Service Hub

SAAS First tickets map directly to HubSpot Service Hub Ticket records. We preserve the original SAAS First ticket ID in a custom property hs_saas_first_id__c for audit continuity and cross-referencing. Ticket status (Open, Pending, Resolved, Closed) maps to HubSpot Ticket status values, and we flag any non-standard SAAS First statuses for custom HubSpot status configuration. Ticket priority maps to HubSpot Priority (Low, Normal, High, Urgent). The ticket subject becomes the HubSpot Ticket name; the full ticket body migrates as the initial ticket comment.

SAAS First customer records map to HubSpot Contacts. Email is the dedupe key. Name, phone, and any custom contact properties migrate directly. The HubSpot Contact record must exist before the Ticket import so that the contact lookup on the Ticket record is satisfied. We batch Contact creation by email domain to reduce API call volume when bulk-importing.

SAAS First organization or company records map to HubSpot Company. Company name and domain become the Account Name and Website fields. If SAAS First stores domain separately, we populate the HubSpot Company domain property and use it for dedupe. Company is imported before Contact so that the Company lookup on Contact is resolved at insert time.

SAAS First agents map to HubSpot Users by email address match. Any agent without a matching HubSpot User is placed in a reconciliation queue for the customer admin to provision before Ticket import begins, because OwnerId on the Ticket record is a required field in HubSpot. We also flag agent-team assignments for mapping to HubSpot Teams (available from Professional tier).

SAAS First conversation threads attached to tickets migrate as HubSpot Ticket comments. Each comment carries the original author (agent or customer), timestamp, body text, and privacy flag. Public comments map to visible ticket comments; internal notes require HubSpot Professional or above to preserve as internal. We batch comment migration per ticket to maintain thread ordering by created_at timestamp.

Ticket attachments migrate as HubSpot Files (ContentDocument and ContentVersion) linked to the Ticket record via ContentDocumentLink. File name, MIME type, and byte size are preserved. We handle inline images embedded in conversation bodies as separate ContentDocument records with a reference link back to the parent comment. Files larger than 25 MB require chunked upload via the HubSpot Files API.

Ticket tags from SAAS First migrate to HubSpot Ticket Tags. Tags are stored as a multi-select property on the Ticket record. If SAAS First uses a high volume of unique tags (over 200 distinct values), we advise on consolidation during scoping to avoid HubSpot tag sprawl.

SAAS First tracks ticket source (Email, Chat, Phone, API, Web Form) as channel metadata. HubSpot Ticket records include a default source property with enumerated values. We map SAAS First channel values to HubSpot source values; any non-standard SAAS First channels are stored in a custom multi-select property hs_original_channel__c.

SAAS First SLA fields (response time, resolution time, SLA breaches) migrate to HubSpot custom properties on the Ticket record when the destination is Starter or Professional. At Enterprise tier, HubSpot's native SLA object is available and we configure SLA policies using the migrated response and resolution timestamps as the baseline. We deliver a written SLA configuration checklist for HubSpot's Help Desk settings.

SAAS First custom ticket fields migrate to HubSpot custom properties on the Ticket object. We map standard field types (string, number, date, boolean, select, multi-select) to their HubSpot equivalents. Multi-select fields with delimited values in SAAS First are split into HubSpot multi-select. The destination schema is pre-created before any Ticket records load to avoid import errors from missing property definitions.

SAAS First custom contact fields migrate to HubSpot Contact custom properties. The same type-mapping logic applies: string to string, number to number, date to date, boolean to boolean, select to select or multi-select. Custom properties are deployed to HubSpot via the CRM Properties API before Contact import begins.

We preserve created_at, updated_at, and closed_at from SAAS First as HubSpot Ticket properties hs_createdate, hs_updatedate, and a custom property hs_closedate__c. HubSpot's native hs_createdate and hs_updatedate are set at import time. The closed date is critical for SLA reporting and is preserved even if HubSpot's default status transition logic overrides the status field.

SAAS First inbox assignments map to HubSpot Inboxes. If the customer uses multiple inboxes in SAAS First (by channel or team), we create corresponding HubSpot Inboxes and map conversation routing accordingly. Inbox configuration is a post-migration step that requires HubSpot admin access; we provide the mapping document during the handoff phase.

If SAAS First includes a knowledge base module, articles migrate to HubSpot Knowledge Base. Article title, body (HTML), author, folder, and publication status map directly. Knowledge base configuration requires Professional tier or above and is set up post-migration using the migration inventory as the source of truth for article content and structure.