Migrate from SupportSystem to HubSpot Service Hub

SupportSystem Tickets map directly to HubSpot Tickets with Ticket ID preserved as hs_ticket_id__c for audit traceability. We extract ticket metadata (ID, status, priority, subject, description, creation date, last update date, assigned agent, requesting user, organization, department, help topic, custom fields) via CSV from the Export Picker or Dashboard. Ticket status (Open, Pending, Resolved, Closed) maps to HubSpot Ticket Status values. Priority maps to the hs_ticket_priority property. We resolve the assigned agent by email against HubSpot User records and set the HubSpot ticket owner accordingly. Conversations (public replies) migrate as HubSpot Ticket Conversations via the Conversations API.

SupportSystem Agents map to HubSpot Users. We extract agent metadata (name, email, department assignment, agent role) from ticket CSV exports where the agent appears as the assigned user. HubSpot Users are matched by email during import. Any SupportSystem agent without a corresponding HubSpot User account is placed in a reconciliation queue for the customer's admin to provision before the Ticket import phase begins, because OwnerId is required on Ticket records in HubSpot.

SupportSystem End Users who create tickets via the Client Portal map to HubSpot Contacts. User metadata (name, email, organization, language preference) exports as part of ticket header data or can be filtered via Advanced Search under User Information. We preserve the user's organization association by mapping it to a HubSpot Company record first, then linking the Contact to that Company via the hs_associated_company property during import.

SupportSystem Organizations are a distinct object referenced on tickets. Organization information exports via Advanced Search under Organization Information. We map SupportSystem Organization to HubSpot Company, using the organization name as the Company name and the domain (if available) as the Website field. Company is imported before Contact so that the hs_company_association lookup is satisfied at Contact insert time.

SupportSystem Departments organize agents and drive ticket routing. Department names appear in ticket header exports. We map each SupportSystem Department to a HubSpot Team, which is the Service Hub equivalent for grouping agents for routing and SLA assignment. Teams are provisioned in HubSpot Settings before agent import so that the agent's team assignment is set during User import.

SupportSystem Help Topics drive ticket routing and can trigger specific Custom Forms. Help Topic assignment appears in ticket metadata. We map Help Topics to a combination of HubSpot Ticket Channel (source of the ticket) and Tags. For Help Topics that function as category labels, we create HubSpot Tags matching the Help Topic name. For Help Topics that imply routing intent, we document the routing rule and recommend a HubSpot Workflow or routing rule to replicate the behavior in Service Hub settings.

SupportSystem Custom Fields are configurable per ticket, user, or organization and are included in CSV exports only when added to the Export Picker. We scope the full custom field list during discovery, configure the Export Picker to include all required fields before extraction, verify field presence in a sample CSV, and map each SupportSystem custom field to a typed HubSpot custom property. String, number, date, and checkbox field types map directly. Picklist and multi-select custom fields in SupportSystem map to HubSpot single-select or multi-select picklist properties with the same value set.

SupportSystem Custom Forms collect structured data at ticket creation and are referenced in ticket metadata when the Export Picker includes form fields. Form field data migrates as ticket custom properties in HubSpot. The form structure itself (field labels, conditional logic, and visual layout) does not migrate as code. We extract the form schema and field definitions and deliver a written form inventory documenting the recommended HubSpot Form builder reconstruction for the customer's admin.

SupportSystem SLA Management includes monitored response deadlines per ticket. We extract SLA configuration (name, target in hours, business hours setting) and map each to a HubSpot SLA Policy with First Response Time and Next Job Time goals. HubSpot SLA Policies require Professional tier or above. We flag if the destination Service Hub tier does not include SLA Policies and recommend an upgrade path or an alternative using HubSpot Workflows with due date automation.

SupportSystem Knowledge Base articles export from the platform with content, metadata, and category assignment. We extract article titles, body content (HTML), category assignments, internal notes, and publication status. Articles are imported into HubSpot Knowledge Base via the HubSpot CMS API or manual CSV import, preserving the category hierarchy as Knowledge Base topic categories in HubSpot. Published status maps directly; draft articles remain unpublished in HubSpot until the customer publishes them.

Tags applied to SupportSystem tickets appear in ticket metadata exports. We preserve tag strings and map them directly to HubSpot Tags on the Ticket object. Tags that represent category or channel labels map to HubSpot Ticket Channels during the Help Topic routing resolution phase. The customer chooses the tag-to-channel strategy during scoping based on how SupportSystem tags are used in their workflow.

SupportSystem Email Templates exist per department and contain stock and custom response templates. Template content exports as structured text. We extract template names, subject lines, body content (HTML), and department associations. HubSpot Service Hub email templates are rebuilt in HubSpot's email template library. We deliver a written inventory of all extracted templates with their content, department assignment, and recommended HubSpot template structure, noting that the customer's admin recreates the templates in HubSpot settings.

SupportSystem Dashboard exports provide historical ticket metrics filtered by date, department, help topic, or agent. We use Dashboard CSV exports as a secondary reconciliation source to cross-validate migration completeness. Dashboard data does not map to a native HubSpot object because HubSpot Service Hub builds its own reports from imported ticket data. We compare Dashboard row counts against migrated record counts and flag any discrepancies before sign-off.

Attachment files stored in SupportSystem are explicitly excluded from all CSV exports. The Data Extraction Guide confirms that binary attachment data is not included in any export path. We flag this upfront during scoping: customers must decide whether to export attachments manually from the file system independently of the migration pipeline, or to accept that ticket attachments will not transfer. This is a hard boundary with no documented workaround in SupportSystem's export model.