Migrate from Service to HubSpot Service Hub

Source support tickets map to HubSpot Ticket records. Subject, description, status, and priority transfer directly. Pipeline stage maps to HubSpot ticket pipeline stages via value mapping per pipeline. Original create and update timestamps preserved as custom datetime properties since HubSpot's CreatedAt is set at migration time.

End-user contact records migrate to HubSpot Contacts. Email, name, phone, job title, and address fields transfer as direct mappings. HubSpot requires one primary Company association per Contact — when the source allows multiple company links, we migrate the most recently modified as primary and the rest as HubSpot Contact Company relationships.

Organization records map to HubSpot Companies. Name, domain/website, industry, employee count, and annual revenue migrate as direct or value-mapped fields depending on the field type. HubSpot company hierarchies (parent/child relationships) are preserved using the Parent Company ID field — we flag circular references before migration commits to prevent data integrity issues.

Source agents resolve to HubSpot Users by email match. Agents without a HubSpot user account are flagged pre-migration — the team either creates HubSpot users first or assigns records to a fallback owner. Agent groups map to HubSpot Teams; nested group hierarchies flatten to a single team level.

Ticket attachments download from the source platform and re-upload to HubSpot Files, then link to the corresponding Ticket record via HubSpot's association API. Inline images embedded in ticket descriptions are extracted and re-hosted as HubSpot-hosted files. Size limits apply per HubSpot's 25MB/file cap.

Public ticket replies and internal notes migrate as HubSpot Engagement records threaded under the Ticket. Author, timestamp, and body content transfer. HubSpot displays these chronologically in the ticket's activity timeline. Plain-text formatting preserved; rich HTML is sanitized to HubSpot-supported markup.

Source macros store pre-written responses with variable substitution. HubSpot has no direct macro object — the closest analogue is HubSpot's Content Templates combined with a workflow that inserts contact property tokens. We export macro definitions as JSON for your admin to rebuild in HubSpot's template editor and Service Hub workflows.

Ticket assignment rules, escalation triggers, and notification automations do not migrate. HubSpot workflows use a different event model (enrollment triggers, IF-THEN branches, delay nodes). We export source automation definitions in machine-readable format so your HubSpot admin can reference them when building equivalent workflows in HubSpot's workflow editor.

Source SLA configurations (first-response time, resolution time, business hours) map to HubSpot SLA policies — available on Service Hub Professional and Enterprise. Routing rules (round-robin, load-based, skill-based) require manual configuration in HubSpot's Ticket Routing settings since HubSpot uses a different routing model.

Articles transfer to HubSpot Knowledge Base with title, body content, slug (URL path), publish state, and associated Help Hub visibility. Tags from the source article map to HubSpot article labels (a multi-select property). Article-to-ticket associations are preserved via HubSpot's article-ticket linking API.

Self-service portal configuration (branding, page layout, visible articles, ticket submission form) has no direct mapping in HubSpot. HubSpot's customer portal uses a different permission model tied to Contact records. We document your current portal structure for manual rebuild in HubSpot's Customer Portal settings.

Post-ticket CSAT ratings and custom feedback surveys migrate as HubSpot Customer Feedback Survey responses linked to the corresponding Ticket. HubSpot's native survey tool uses different question types; we map compatible question formats directly and flag multi-choice or matrix questions that need manual rebuild.