Migrate from SupportBee to HubSpot Service Hub

SupportBee Tickets map to HubSpot Tickets. Each SupportBee ticket has an Unanswered/Answered status that maps to HubSpot Ticket status values (OPEN, WAITING, CLOSED). We preserve the full conversation thread as HubSpot Ticket internal conversation entries. Assignee (Agent) resolves to HubSpot User via email lookup. Labels on SupportBee tickets become HubSpot Tags on the Ticket object. Team assignments in SupportBee become HubSpot Teams or user groups, depending on the destination hub tier.

SupportBee Customers map to HubSpot Contacts. The customer's email becomes the Contact email field and the dedupe key. Organization name from SupportBee maps to the Contact's associated Company; if the Company does not exist in HubSpot, we create it from the organization field. Custom fields on the SupportBee customer profile migrate as HubSpot Contact properties. We preserve the original SupportBee customer ID in a custom field sb_customer_id__c for audit.

SupportBee Agents map to HubSpot Users. We resolve each agent by email address. If a SupportBee agent email has no matching HubSpot User account, the record goes to a reconciliation queue for the customer's admin to provision the User before ticket import resumes. Agent role (Admin, Agent) maps to HubSpot User permissions scoped to the Service Hub context.

SupportBee Teams map to HubSpot Teams. We recreate the team hierarchy and map ticket assignments so that tickets routed to a specific SupportBee Team land in the corresponding HubSpot Team inbox. Teams with nested sub-teams flatten to HubSpot Teams if nested structures are not available on the destination tier.

SupportBee Labels are flat key-value tags on tickets. We map each Label name directly to a HubSpot Tag on the Ticket object. The flat tagging model in HubSpot aligns with SupportBee's flat Label model, so no hierarchical transformation is required. If Label names contain special characters that HubSpot does not allow in Tags, we sanitize the name during import. We flag any folder groupings used in SupportBee for the admin to reorganize post-migration if needed.

SupportBee Snippets (templated agent responses organized by folders) map to HubSpot Saved Replies. We export snippet content including HTML formatting and recreate each snippet as a HubSpot Saved Reply. Folder hierarchy from SupportBee does not have a direct HubSpot equivalent; we store the original folder path as a custom field on the Saved Reply for reference. Agents reorganize into HubSpot's flat Saved Replies list post-import if folder grouping is required.

SupportBee KBee articles (title, body HTML, category, publication status) migrate to HubSpot Knowledge Base articles. We map article body HTML directly; HubSpot Knowledge Base accepts rich text content. Category assignments from KBee become HubSpot article categories. Publication status (published/draft) maps to HubSpot article state. We flag KBee articles that were linked in SupportBee ticket replies so the admin can re-link the corresponding HubSpot article URLs post-migration.

SupportBee CSAT ratings attached to tickets (1-5 scale with optional comment) migrate as a custom numeric property on the HubSpot Ticket. We set the property value to the original rating and attach any associated comment as a text property. The CSAT rating appears on the ticket record for historical reporting but does not create a HubSpot Survey response object unless the customer holds a Professional or Enterprise tier with NPS survey capability.

File attachments on SupportBee tickets and KB articles are downloaded from the source, then re-uploaded to HubSpot and attached to the corresponding Ticket or Knowledge Base article. We preserve original filenames and re-attach in conversation order. Inline images within ticket body HTML are downloaded and re-embedded as file attachments on the HubSpot ticket. Large attachment sets (over 5 GB total) may extend the migration timeline and are flagged during scoping.

SupportBee Filters (saved ticket view configurations based on criteria) are documented as criteria exports. HubSpot does not have a direct equivalent to saved filter queues. We provide a written specification of each SupportBee filter's criteria (field, operator, value) with the recommended HubSpot Saved View configuration so the admin can rebuild them in HubSpot's ticket list view.

SupportBee Business Hours configurations (available on Enterprise plan) migrate as HubSpot Business Hours settings. We export the schedule (timezone, days, start/end times) and recreate it in HubSpot Service Hub's Business Hours configuration under Settings > Objects > Tickets. SLA policies in HubSpot reference these Business Hours for response and resolution time calculations.

SupportBee integrations (Slack, GitHub, Asana, and others) use OAuth tokens, webhook URLs, and third-party authentication that cannot be transferred across platforms. We flag all active SupportBee integrations during scoping with their type, configuration summary, and the destination equivalent in HubSpot's integrations marketplace (or the customer's requirement for a replacement). Integration rebuild is outside migration scope.