Migrate from Service Creatio to HubSpot Service Hub

Service Creatio Cases map to HubSpot Tickets. The Case number becomes the Ticket subject prefix or a custom property for traceability. Case status (Open, In Progress, Resolved, Closed) maps to HubSpot Ticket pipeline stages, and Case priority (Low, Normal, High, Urgent) maps to a HubSpot ticket priority property. We preserve the original case creation timestamp and last-modified date as custom properties since HubSpot Tickets do not expose a separate creation timestamp for migrated records. Owner assignment resolves via email lookup against HubSpot Users.

Service Creatio Contacts migrate directly to HubSpot Contacts. Name fields, email, phone, and custom Contact properties transfer. We extract the ContactId used as a lookup on Cases and resolve it to the HubSpot Contact record created in this phase so that the Ticket-Contact association is satisfied at insert time. Contacts load before Cases to maintain referential integrity.

Service Creatio Accounts map to HubSpot Companies. Account hierarchy, address data, industry classification, and custom Account fields migrate. HubSpot Company domain is derived from the Creatio Account's website field and used as a dedupe key during import. Companies load before Contacts so that the Company-Contact association is valid at Contact insert.

Creatio Activities are typed (Email, Call, Meeting, Task, Note) and must be routed to the correct HubSpot engagement object. Email activities become HubSpot Conversations linked to the Ticket. Call activities become HubSpot call engagement records. Meeting activities become HubSpot meeting records. Generic tasks and notes become HubSpot Tasks and Notes. Each activity's parent Case reference resolves to the migrated Ticket ID before insert.

Creatio KB articles (title, body content, category assignment, publication status) migrate to HubSpot knowledge base articles. Article-to-category structure is preserved as HubSpot article category labels. Articles linked to Cases during resolution are re-linked to the corresponding HubSpot Ticket via a migration reference table. HTML article bodies are sanitized and placed in HubSpot's article body field.

Creatio SLA rules define response and resolution time commitments per case category. We translate these into HubSpot SLA policies using HubSpot's SLA configuration (Professional tier and above). First response time and next SLA breach time from Creatio are mapped to HubSpot's first response goal and resolution goal. Business hours definitions are translated from Creatio's calendar settings. Customers using Creatio Enterprise SLA tiers may require custom SLA configuration beyond standard HubSpot offerings; we document the gap in the scoping report.

Creatio Queues group cases for team or individual assignment. We export queue membership and routing logic. HubSpot uses Teams (and optionally Inboxes) for ticket routing. Queue-to-team mapping is designed during scoping, and queue membership is translated to Team membership in HubSpot. Queue routing rules that use conditional logic are documented for rebuild as HubSpot Workflows.

Custom objects created in Creatio Studio via the Object type schema are fully supported for extraction, but each requires explicit schema discovery before migration. We enumerate all Object schemas during the technical audit, extract column definitions and lookup relationships, and map each to a HubSpot custom object. HubSpot Data Hub Professional or Enterprise is required to host migrated custom objects; Starter and Free tiers do not support custom objects. Schema is deployed to the destination sandbox for validation before production migration.

Standard objects in Creatio (Case, Contact, Account, Activity) can have custom fields added via the UI designer. We identify all custom fields during discovery, determine their HubSpot equivalent type (text, number, date, dropdown, checkbox), and create matching custom properties in HubSpot before migration. Rich text custom fields require special handling; we fetch them separately from the initial export pass to avoid OData RAM limits.

File attachments stored in Creatio via File-type schemas (ContactFile, CaseFile) migrate as HubSpot file attachments linked to the parent Ticket, Contact, or Company record. Large attachment sets require chunked export to avoid triggering the OData RAM limit on the source. We recommend excluding files over 10 MB from the initial migration pass and handling them via a separate bulk-transfer step with a file storage reference written into the destination record.

Creatio Users serve as case owners, activity assignees, and queue members. We map Creatio users to HubSpot Users by email lookup. Inactive Creatio users are preserved as historical owners rather than reassigned to active users, maintaining accurate case attribution. Users without an email match go to a reconciliation queue for the customer's admin to provision in HubSpot before the record import phase.

Creatio Tags are label objects applied to Cases and Contacts. We export tag names and their associations. HubSpot uses a tag model for Tickets and a label model for certain objects. Tag associations are migrated as HubSpot ticket tags linked to the migrated Ticket record. Customers with taxonomy-based tagging in Creatio may need a mapping review to determine whether tags become simple labels or require a custom multi-select property in HubSpot.

Case comments and internal notes in Creatio are mapped to HubSpot ticket notifications and activity notes. Internal notes marked as private in Creatio become HubSpot internal ticket notes visible only to agents. Public case comments become part of the ticket conversation thread. We use a visibility flag derived from the Creatio isPrivate property to determine the correct HubSpot destination object.