Migrate from Siit to HubSpot Service Hub

Siit Requests map to HubSpot Tickets. The request title becomes Ticket subject, description migrates as the ticket body, status maps from Siit status to HubSpot Ticket pipeline stages, and priority maps from Siit priority (low, medium, high, urgent) to HubSpot Ticket priority. submitted_from (slack, ms_teams, mail, employee_portal) is preserved in a custom text field hs_submission_channel__c for reporting on channel mix. Siit assignee_admin_uid resolves to HubSpot OwnerId via the Admin-to-User mapping.

Siit People records (employee directory data: department, team, office location, legal entity, employment type, lifecycle stage) map to HubSpot Contacts. We use the email address as the dedupe key. Where Siit People records represent internal employees who are also submitters of Requests, they migrate as Contacts; where the customer uses HubSpot for customer-facing support, a separate contact creation workflow is designed during scoping to avoid mixing internal employee records with external customer records.

Siit People records grouped under the same team or department map to a HubSpot Company when the organization's HR structure implies an Account relationship. We inspect Siit's team and department fields during scoping and decide whether to create Companies for each department or suppress Company creation if the organization is flat.

Siit Services catalog items (IT catalog items employees request, with configuration metadata and category assignments) map to a Services custom object in HubSpot. The service name becomes the custom object name; category assignments become a multi-select picklist; configuration metadata maps to custom fields. Each Ticket is cross-referenced to its originating Service record via a lookup field. If the customer does not have HubSpot Enterprise or a custom object entitlement, we use a Ticket subject prefix convention (e.g., [Hardware] Request Title) and store category as a ticket property.

Siit Equipment records (physical and virtual devices with lifecycle attributes, ownership, and key configuration fields) map to a Device custom object in HubSpot. The equipment-to-person ownership link maps to a Contact lookup on the Device custom object. Lifecycle status (active, retired, maintenance) maps to a custom status field. This object requires HubSpot custom object support, which is available on Service Hub Professional and above.

Siit Application inventory records (software assets with ownership fields, lifecycle status, and category metadata) map to an Application custom object in HubSpot. Ownership mapping links to a Contact or Company lookup. Application-to-employee or application-to-equipment associations are preserved as lookup fields on the custom object. Available from HubSpot Professional tier onward.

Siit Communication exports (outbound messages and conversation threads linked to Requests) migrate as Ticket conversation replies. We map the thread structure to HubSpot's ticket reply timeline, preserving timestamps for reply ordering. Satisfaction survey responses attached to Siit Communication records migrate to HubSpot Survey Responses linked to the corresponding Ticket.

Siit tags (stored in tag_uids arrays on Requests) migrate to HubSpot Ticket Labels. We extract the full Siit tag taxonomy during scoping and create corresponding Label values in HubSpot before migration. The tagging taxonomy is preserved so teams can filter tickets by the same categories they used in Siit.

Siit Inboxes (which route Requests to specific teams or queues) map to HubSpot Teams. We design the team structure during scoping by reviewing Siit Inbox assignments and Admin group memberships, then provision matching HubSpot Teams before Ticket migration. Ticket routing is set by assigning each Ticket's OwnerId to a user who is a member of the corresponding HubSpot Team. Inboxes without a clear HubSpot Team equivalent are documented for the admin to resolve during HubSpot setup.

Siit Request records include first_replied_at and first_completed_at timestamps. SLA timer values and escalation configurations (defined in Siit Workflows) migrate as custom datetime fields on the Ticket (first_replied_at__c, first_completed_at__c, sla_breach_at__c) and as HubSpot SLA Policy records at Professional tier. SLA policies are rebuilt manually in HubSpot because Siit SLA escalation logic is workflow-defined and not migratable as code.

Siit Admins (the billable seat type who resolve requests) map to HubSpot Users. We resolve by email match and flag any Siit Admin without a HubSpot destination account for manual provisioning before migration. Only Admins who will actively resolve tickets are provisioned as HubSpot Users; employees who only submitted requests are imported as Contacts without HubSpot user seats to avoid inflating the seat count.

Siit custom_form_inputs are arbitrary label/value pairs that vary per request type and organization. We scan all unique labels during the migration scan, create corresponding custom fields on the HubSpot Ticket object (or on the Services custom object where appropriate), and map values during migration. If the destination HubSpot plan does not support the required number of custom fields, we serialize the full custom_form_inputs object as a JSON blob in a single custom text field for preservation and future extraction.