Migrate from SmarterTrack to HubSpot Service Hub

SmarterTrack Tickets map directly to HubSpot Tickets. The ticket number, subject, description, status, priority, assignee (via Users mapping), department (via Teams mapping), created date, and last modified date migrate as native fields. The full thread of email replies, chat transcripts, and internal notes migrates as conversation records ordered by timestamp. Closed-Lost and Closed-Resolved status from SmarterTrack map to HubSpot Ticket status values configured during pipeline setup.

SmarterTrack Live Chat sessions map to HubSpot Conversations with channel type Chat. Chat participant info, session duration, and custom field values collected during the chat session migrate to conversation-level properties. The chat transcript migrates as conversation messages ordered by timestamp. If the SmarterTrack chat used department-level routing, the routing is preserved as HubSpot Team assignment.

SmarterTrack Call Logs map to HubSpot Call records linked to the parent Ticket or Conversation. Call duration, disposition (caller hang-up, resolved, etc.), phone numbers, and any custom fields migrate to HubSpot Call properties. Call recordings stored in SmarterTrack's file system migrate as file attachments and are re-linked to the Call record in HubSpot.

SmarterTrack agent accounts map to HubSpot Users. We match by email address as the dedupe key. Active status, display name, role (Admin, Agent, Manager), and department memberships migrate. Department memberships map to HubSpot Teams during the Teams step. Inactive SmarterTrack users migrate as inactive HubSpot Users so historical assignment is preserved without consuming a paid seat. If a SmarterTrack user has no email match in HubSpot, the record goes to a reconciliation queue for the admin to provision before record migration continues.

SmarterTrack Organizations (customer-level records) map to HubSpot Companies. Organization name, website, address, phone, and custom fields migrate as Company properties. Organization ID is preserved in a custom field st_organization_id__c for audit and cross-reference. If the customer uses HubSpot CRM alongside Service Hub, the Company record provides the account context that the support agent sees when opening a ticket.

SmarterTrack KB Articles migrate to HubSpot Knowledge Base articles. Article title, body content (inline HTML preserved as-is), category assignments, draft or published status, and brand scoping (Enterprise) all transfer. Category hierarchy maps to HubSpot article categories. If the SmarterTrack article references images stored in the SmarterTrack file system, those images are extracted and uploaded to HubSpot's file manager before the article body is inserted to avoid broken image links. Published status maps to Published; draft maps to Draft.

SmarterTrack Community Posts and idea threads have no native equivalent in HubSpot Service Hub. We migrate community post titles, body content, author attribution, status indicators (Under Consideration, Answered, Archived), and reply threads as a written inventory document with field mapping notes. The customer's admin decides whether to recreate these as HubSpot Customer Feedback Surveys, move them to a separate community platform, or leave them as archived records in SmarterTrack for compliance.

SmarterTrack custom fields on Tickets, Live Chats, Call Logs, Organizations, and Users map to HubSpot custom properties on the corresponding objects. We apply HubSpot's type mapping (SmarterTrack text fields up to 512 chars map to HubSpot single-line text; longer SmarterTrack text fields map to HubSpot multiline text with no character ceiling). Any SmarterTrack custom field values approaching or exceeding 512 characters are flagged during the mapping phase for the customer to trim, split into multiple fields, or drop before migration.

SmarterTrack Departments map to HubSpot Teams. Department hierarchy is preserved as Team membership. If a Department has child Departments in SmarterTrack, we create a Team in HubSpot and assign the relevant Users to it. Routing rules (which department receives tickets from which mailbox or category) are extracted as a configuration inventory and documented for the admin to rebuild using HubSpot's conversation routing settings.

SmarterTrack multi-brand support is Enterprise-only. Brands scope portals, KB articles, and tickets to separate customer-facing identities. In HubSpot, Enterprise Service Hub supports multiple Customer Portals per account. We migrate brand associations on tickets and KB articles and deliver a brand-to-portal mapping document for the customer's admin to configure post-migration. If the customer does not have HubSpot Enterprise, brand scoping does not transfer and tickets consolidate into a single portal.

SmarterTrack SLA rules define First Response and Resolution time targets per department or ticket category. We extract every SLA rule definition (threshold values, business hours, escalation actions) and document them as a configuration inventory. The customer's admin rebuilds these as HubSpot SLA Policies in Service Hub Professional and above. SLA compliance history (whether a ticket met its SLA) is not preserved as a numeric metric because HubSpot calculates SLA compliance at runtime, not historically, but we do migrate ticket timestamps so compliance can be calculated retroactively if needed.

Ticket attachments, chat file transfers, and KB article media stored in SmarterTrack's App_data folder or database migrate as HubSpot Files. Files are linked to the parent record (Ticket, Conversation, or Knowledge Base Article) via ContentDocumentLink. We extract the file name, MIME type, size, and binary content from SmarterTrack during export, upload to HubSpot's file manager, and associate to the migrated record. Files larger than 25 MB are handled via HubSpot's chunked upload API.

SmarterTrack tags applied to Tickets and KB Articles migrate as HubSpot Labels. Label names and their associations to records transfer directly. If a ticket or article has multiple tags in SmarterTrack, those tags appear as multiple Labels on the migrated HubSpot record. Labels in HubSpot appear in the Tickets and Knowledge Base sidebar for filtering and reporting.