Migrate from Support.ly by 500apps to HubSpot Service Hub

Support.ly Tickets map directly to HubSpot Service Hub Tickets (the underlying Salesforce Case object). We preserve ticket status (Open, Pending, Resolved, Closed), priority (Low, Medium, High, Urgent), channel source (Email, Chat, Social, Phone), and timestamps (created_at, updated_at, first_response_at). Custom ticket fields require field-level mapping against HubSpot's custom ticket property schema. Any escalation flags or SLA metadata migrate as HubSpot SLA tier assignments or custom fields. Ticket ID is preserved in a custom field source_ticket_id__c for audit trails.

Support.ly Customer records hold contact details, email address, phone, and ticket history. We map these to HubSpot Contacts with full property preservation. The Contact is the parent record for every migrated Ticket, satisfying HubSpot's requirement that Tickets have a primary Contact. We use email address as the deduplication key during import. Any missing required HubSpot properties receive configured defaults documented in the migration spec.

Support.ly Company records link multiple Customer contacts to a single organization. We map these to HubSpot CRM Companies (Accounts) and associate them with the migrated Contact records via the Company-Contact relationship. Company domain, name, and address fields transfer directly. Companies are created before Contact import so that the Association API relationship is satisfied at the moment of Contact insert.

Support.ly Agent profiles store name, email, team membership, and basic assignment metadata. We map Agents to HubSpot Users by email match. Any Agent without a matching HubSpot User goes to a reconciliation queue for the customer's admin to provision before record import resumes. Agent role and permission metadata maps to HubSpot User Roles and Teams.

Support.ly Teams group Agents for ticket routing. We reconstruct team membership in HubSpot by mapping agent-team relationships and assigning the corresponding team structure in HubSpot's Team settings. HubSpot's Team-based routing is configured during migration so that ticket assignment rules can reference the correct team.

Conversation threads attached to Support.ly Tickets carry message history, internal notes, timestamps, sender identity, and HTML or plain-text formatting. We migrate the full message chain into HubSpot Ticket conversations. Each message is created as a HubSpot engagement record linked to the parent Ticket. We preserve the original timestamp and sender so agent reply-order is intact. HTML formatting is preserved where HubSpot's rich text fields support it; complex HTML is flagged during discovery for manual review.

File attachments on Support.ly Tickets are downloaded and re-uploaded to HubSpot's Files tool, then linked to the target Ticket via HubSpot's file association API. We preserve original filenames and file ordering. Any attachments exceeding HubSpot's 60 MB per-file limit are flagged during discovery with a recommended handling approach (link to external storage, resize for images).

Support.ly Tags are a flat tagging structure applied to Tickets. We migrate tags as HubSpot Ticket Labels, preserving the full tag vocabulary so existing filters and segmentation logic continue to function. Labels migrate as a string array on each Ticket record. The customer selects whether to use HubSpot's native Label feature or a multi-select custom property during scoping.

Support.ly KB Articles include title, HTML body content, category assignment, and publication status (Draft, Published, Archived). We migrate article content and category assignments into HubSpot Knowledge Base articles. HTML complexity that may not render identically in HubSpot's article editor is flagged during discovery. Articles are associated with their target KB category during import. The article publish date is preserved from the source.

Support.ly KB Categories group articles for navigation. We reconstruct the category hierarchy in HubSpot's Knowledge Base settings. HubSpot uses a flat category model; any nested hierarchy from Support.ly is flattened with a naming convention that preserves the original structure (e.g., 'Parent > Child' becomes 'Parent - Child'). Articles are mapped to their target categories during import.

Support.ly Survey and feedback data attached to Tickets is mapped to HubSpot's built-in customer feedback tools or to a custom object depending on the destination plan tier. CSAT scores and response text transfer as custom properties on the Ticket. If the customer uses HubSpot's native CSAT survey feature, we map the responses into that workflow; otherwise, feedback is stored as a custom Ticket property with the original score preserved.

Support.ly incident management flags and escalation metadata on Tickets map to HubSpot Ticket Priority values or custom fields. We preserve escalation flags as a boolean custom field escalated__c and link it to HubSpot's SLA policy configuration if the customer is on Professional or Enterprise. SLA tier assignment migrates as a lookup to HubSpot's SLA object where the destination plan supports it.