Migrate from SolarWinds Web Help Desk to HubSpot Service Hub

WHD Clients map to HubSpot Contacts. The WHD client fields (name, email, phone, location, organization) map directly to HubSpot Contact properties. We use email as the dedupe key during import. WHD supports importing clients via CSV, TSV, or Excel template; we export all client fields including any custom fields and map them to HubSpot custom contact properties. Contacts are imported before Tickets so that HubSpot can resolve the Contact-Ticket lookup at insert time.

WHD Tickets (service requests) map to HubSpot Tickets. The mapping includes WHD status, priority, category, assignee, requester, description, and timestamps. WHD SLA timers migrate as metadata fields on the Ticket but SLA enforcement requires HubSpot Enterprise; we flag this gap in the handoff documentation. WHD ticket ID is preserved in a custom property for cross-reference.

WHD Technicians map to HubSpot Users who are assigned the Service Hub Agent role. WHD per-technician licensing means we audit which technicians are active versus inactive during scoping to help the customer right-size their HubSpot agent seat count. Inactive WHD technicians are created as HubSpot Users with access removed post-migration if needed.

WHD Assets store hardware and software inventory with type, serial number, purchase date, vendor, and location. HubSpot Service Hub includes a native Asset object only on Enterprise tier ($450/seat/mo). On Starter and Professional, we map WHD Assets to a HubSpot custom object (whd_asset__c) with equivalent fields. The WHD Asset-to-Ticket linkage migrates as a custom object lookup or as native Asset association if Enterprise is the destination tier.

WHD Knowledge Base Articles with categorization and article text map to HubSpot Knowledge Base articles. WHD article categories map to HubSpot Knowledge Base categories. We export article content, categories, and attachment references; images embedded in WHD articles require separate file transfer and re-upload to HubSpot's CMS file manager.

WHD Locations with address, contact, and parent-location hierarchy map to HubSpot Contact properties or to the Location object in HubSpot Sales Hub (if the customer has both Sales and Service Hub). We export all locations during scoping and determine the appropriate mapping based on the customer's HubSpot product stack.

WHD Change Requests track CAB-approved infrastructure changes with approval workflows and risk fields. HubSpot has no native Change Request object; we migrate Change Request metadata (title, description, risk level, approval status, requester) to a HubSpot custom object (whd_change_request__c) with a written configuration record delivered for the admin to decide on rebuild strategy. CAB approval workflows do not migrate.

WHD SLA configurations define response and resolution timers by priority or category. We export SLA rules as configuration metadata. Since SLA enforcement is destination-platform-dependent and only available on HubSpot Service Hub Enterprise, we deliver a written inventory of each WHD SLA rule with its trigger, timer, and recommended HubSpot SLA configuration for the Enterprise tier.

WHD Purchase Orders are associated with Assets and track procurement data. We export PO records linked to assets and attach the PO reference (number, date, vendor, amount) as custom properties on the destination asset record. Most destination platforms do not have a native PO object.

WHD custom fields on Tickets, Clients, and Assets map to HubSpot custom contact and ticket properties. WHD custom fields are indexed overnight (8pm PT for US datacenter) after creation. We account for this delay by running custom field imports 24-48 hours before the full data migration pass, ensuring all field indexes are populated before we validate record completeness. HubSpot custom properties are created before migration begins.

WHD stores attachment references and metadata on tickets and assets. We export file metadata (name, size, upload timestamp) as ticket properties. Actual file blobs require separate file transfer; WHD's standard export routes attachments through email or MAPI transport which imposes a 25MB ceiling per file. We flag any attachment exceeding this threshold during scoping and handle oversized files via direct filesystem extraction on self-hosted deployments or manual download-and-reupload for cloud-hosted WHD.

WHD supports tagging on tickets and assets. We export tag assignments per record and map them to HubSpot's tagging system. Tags are preserved as plain-text arrays when the destination is Professional or Enterprise. The customer chooses between HubSpot native tags or a custom multi-select picklist during scoping.