Migrate from Suptask to HubSpot Service Hub

Suptask Tickets map to HubSpot Service Hub Tickets with default field preservation: assignee maps to HubSpot Owner (resolved via User email match), status maps to Ticket Status pipeline values, priority maps to HubSpot Priority, description maps to Ticket content or a custom field, organization maps to the linked Company, and tags map to HubSpot Tags. Suptask's ticket ID is preserved in a custom field suptask_id__c for reconciliation. Free-plan customers should be aware that truncated history on the source may limit the records available for export.

Suptask Organizations (used for departments, teams, or end-customer names depending on deployment) map to HubSpot Companies. The Organization name becomes the Company Name field, and we preserve the original Organization ID in a custom field suptask_organization_id__c. If Organizations in Suptask represent end customers rather than internal departments, the mapping to Company is semantically aligned. Companies are created before ticket import so that the ticket-to-Company association is satisfied at insert time.

Suptask Agents are identified by Slack user membership in Responder channels, not by a traditional user object. We extract all unique Slack users across Responder channels during scoping, match by email to HubSpot User records, and provision any missing Users before migration begins. The per-agent billing reconciliation (Suptask charges for all Slack users in Responder channels) is handled as a scoping step: we identify which Slack users were added incidentally versus intentionally to give the customer a cleanup list before migration billing starts.

Suptask Inboxes are container objects grouping Responder channels and Forms, with automations and custom fields scoped per Inbox. HubSpot Service Hub uses Inboxes for routing and Pipelines for ticket stages. We document the Inbox-to-Inbox mapping and the per-Inbox pipeline configuration during discovery, then configure the destination HubSpot Inboxes and Pipelines to mirror the source structure. The customer rebuilds Inbox routing rules in HubSpot based on our documented mapping.

Suptask Forms define how requesters submit tickets and which fields are exposed. Custom form fields require field-level mapping to HubSpot Ticket properties. We inspect the Form field definitions per Inbox during scoping, document the field-to-property mapping, and configure the corresponding custom properties in HubSpot before ticket import. Standard Suptask fields (Assignee, Status, Priority, Description, Organization, Tags) map directly to HubSpot equivalents.

Suptask Tags are flat string values on tickets used for categorization. All tag values and their associations to tickets migrate to HubSpot Tags. Tag names and frequencies are preserved as-is. HubSpot Tags can be applied across Contacts, Companies, Deals, and Tickets, making them a flexible equivalent for Suptask's categorization model.

Suptask Custom Fields extend the ticket schema per Form. We handle these as field-level mappings requiring destination schema inspection. Each custom field's data type is mapped to the closest HubSpot property type: text fields to single-line text or multiple-line text, number fields to number properties, date fields to date properties, and dropdown fields to single-select or multi-select picklists. Custom properties are created in HubSpot before ticket import.

Suptask ticket attachments reference Slack-hosted files. We re-host these files to HubSpot's file storage and preserve the original Slack file URL in a custom field suptask_attachment_url__c as a redirect reference. Slack attachment storage semantics differ from HubSpot's file model, so file size limits and storage quotas in HubSpot (1 GB per file, org-wide storage limits by tier) must be accounted for during scoping. Large attachment volumes may require HubSpot Enterprise storage provisioning.

Suptask Macros are templated responses for recurring ticket types. We export macro definitions and map them to HubSpot Snippets, which function as saved reply templates accessible from the Conversations inbox. Snippets in HubSpot support personalization tokens (contact properties, ticket properties), which align with Suptask's variable substitution model. The customer recreates Snippet assignments to inbox rules post-migration.

Suptask automation rules (trigger-based ticket assignment, status changes, and webhook events) are scoped per Inbox and gated behind the Custom plan. We export the rule definitions as a written inventory document, mapping each Suptask trigger-action pair to an equivalent HubSpot Workflow. HubSpot Workflows use a different trigger and action model, so the customer's admin rebuilds the actual workflows post-migration based on our documented mapping. We do not migrate automations as executable code.

Suptask Knowledge Base articles are used for self-service support responses. We migrate article content, titles, and categorization to HubSpot Knowledge Base articles. The article structure (categories, subcategories) maps to HubSpot article categories and section organization. HubSpot Knowledge Base articles support customer-facing and internal-only visibility settings, which can be aligned to Suptask's article access controls if applicable.

Suptask Reports mirror the Export API data structure. We map report metrics (ticket volume, response time, resolution time, SLA compliance) to HubSpot Service Hub's built-in reporting dashboards. Suptask's report configurations do not migrate directly; we document the report metrics and recommend the equivalent HubSpot dashboard widgets for the customer to configure post-migration. SLA-specific metrics from Suptask become custom ticket properties that feed into HubSpot reporting.