Migrate from SympoQ to HubSpot Service Hub

SympoQ Tickets map directly to HubSpot Tickets. We preserve ticket status, priority, assignee, queue assignment (resolved to a HubSpot Team), subject, and created/updated timestamps. Conversation threads migrate as HubSpot Conversation records linked to the Ticket, with each email message or reply preserved as a thread entry in chronological order. Custom fields on SympoQ tickets map to HubSpot Ticket custom properties, which must be pre-created in HubSpot before migration. SympoQ's attachment references migrate as file URLs stored in a custom text field; actual file migration depends on whether the attachment storage system is accessible.

SympoQ Agent records map to HubSpot Users. We resolve agents by email match. Role information (Admin, Agent) maps to HubSpot Super Admin (Admin) and regular User (Agent). Queue assignments from SympoQ migrate as HubSpot Team membership, which requires the HubSpot account to have the relevant Teams pre-created. Any SympoQ Agent without a matching HubSpot User email goes to a reconciliation queue for the customer's admin to provision before record import resumes.

SympoQ Customer records map to HubSpot Contacts. We preserve name, email, phone, company association, and any custom fields on the customer record. If the customer record references a SympoQ Company, we resolve that to a HubSpot Company record before Contact import so that the Company-Contact lookup relationship is satisfied at insert time. Note that bulk import of customers is a SympoQ Premium-tier feature; Standard and Team tiers may have customer import limitations that affect migration scope.

SympoQ Companies (distinct from Customers) map to HubSpot Companies. We map company name, domain, and any custom fields. HubSpot Companies serve as the parent record for Contacts, enabling the Contact-Company relationship that powers the CRM-side customer context in Service Hub tickets. If the SympoQ account does not use a separate Company object and stores organization data on Customer records, we flatten that into HubSpot Companies using domain or name derived from the Customer record.

SympoQ Queues map to HubSpot Teams. Each queue's department scope and access permissions migrate as Team membership rules in HubSpot. We flag any queue with cross-department access patterns that do not map cleanly to HubSpot's team-based permission model and note the discrepancy in the migration scope document for the customer's admin to resolve. Queue-based routing rules in SympoQ (e.g., assignment to queue on subject or category) do not migrate as automation; we document them as configuration context for the admin to rebuild as HubSpot Workflows post-migration.

SympoQ Custom Submission Forms define how customers create tickets. We export the form field definitions, field types, and mandatory/optional status via the Settings API. HubSpot Forms use a different field model; we deliver a written field-mapping document specifying the SympoQ form structure and the equivalent HubSpot form fields, including any conditional logic. Form layouts and conditional display rules require manual reconstruction in HubSpot's form builder, which is a post-migration admin task.

SympoQ Knowledgebase Articles export natively to CSV including article title, category, and body. We map articles into HubSpot Knowledge Base by first creating the corresponding Categories and Sections, then importing articles with their body content, metadata, and category assignment. Formatting in SympoQ article bodies may be exported as plain text stripped of rich formatting or embedded media references; we flag affected articles during data profiling and note them for manual post-migration review. HubSpot's native Knowledge Base importer (available in HubSpot settings) is recommended as the entry path for bulk article import.

SympoQ Email Templates are stored as Settings and retrieved via the Settings API. We export template names, subject lines, body content, and variable placeholders. HubSpot Email Templates have a different variable syntax and conditional logic model. We deliver a written inventory of each SympoQ template with its content and a field-by-field mapping to the equivalent HubSpot Email Template variables, noting any formatting or conditional logic that requires manual rebuild in HubSpot's template editor.

SympoQ Workflow Rules automate ticket processing and assignment logic and are exported via the Settings API. HubSpot Workflows use a different trigger, condition, and action model. We do not migrate Workflow Rules as functional code. We deliver a written inventory of every SympoQ Workflow Rule with its trigger (e.g., ticket created, status changed), conditions (e.g., priority equals High), and actions (e.g., assign to queue, send email), plus a recommended HubSpot Workflow equivalent for the customer's admin to rebuild. This handoff document is part of the standard migration deliverables.

SympoQ's embedded web widget provides a customer-facing submission portal. Widget configuration—including domain mapping, blank-label options, and default form assignments—is a Settings-level export. HubSpot replaces this with HubSpot's tracking code, Chatflows, and the HubSpot customer portal. We deliver a written inventory of the SympoQ widget configuration including domain mappings, default ticket queue, and any conditional display rules, for the customer's admin to reconfigure in HubSpot's Chatflows and customer portal settings.

Analytic reports, ticket summaries, and billable time records are generated on demand in SympoQ and are not accessible via the API. Historical reporting data cannot be migrated programmatically. We document the report types, date ranges, and metric definitions available in SympoQ so that the customer's HubSpot admin can configure equivalent reports in HubSpot Service Hub's reporting dashboard. Historical CSAT, first response time, and resolution time metrics from SympoQ are noted as data that must be rebuilt from migrated ticket timestamps in HubSpot.

SympoQ custom update fields and custom properties on Tickets and Users map to HubSpot Ticket custom properties and Contact/User custom properties respectively. These must be pre-created in HubSpot before migration begins, with field types matched (text, number, date, dropdown, checkbox). We include custom field mapping in the scoping document and configure the HubSpot schema during the pre-migration setup phase. Custom field values migrate as part of the Ticket and User record import.

SympoQ ticket attachments are stored with ticket records. We export attachment references (URLs or file pointers) and attempt to retrieve and re-upload files to HubSpot's file storage. If SympoQ's attachment storage is not accessible via API, we store attachment URLs in a custom text field on the HubSpot Ticket for manual retrieval post-migration. Large attachment volumes (over 50 per ticket on average) may require a separate file migration pass and are scoped separately.

SympoQ ticket tags migrate to HubSpot Ticket tags if the HubSpot account has the tags feature enabled (Service Hub Starter and above). Tags used for categorization or filtering in SympoQ map directly to HubSpot Ticket tags. Tags used for reporting segmentation migrate to a multi-select custom property if the customer prefers to use HubSpot's filtering by custom field rather than native tags.