Migrate from SysAid to HubSpot Service Hub

SysAid Service Records map directly to HubSpot Tickets. The SysAid subject field becomes Ticket subject, status maps to ticket status, priority maps to ticket priority, assignee maps to ticket owner, requester maps to the contact email, and impact and urgency combine into a single priority value in HubSpot. SysAid categories map to ticket pipelines or custom ticket properties depending on HubSpot tier. We preserve all conversation history (internal notes and public replies) as HubSpot Ticket conversations, with internal notes flagged as private where supported.

SysAid Assets include CI records, catalog items, and agent-based inventory. HubSpot Service Hub does not include a native ITSM asset management module. We handle this in one of two ways: for HubSpot Enterprise, we create a custom object (e.g., IT_Asset__c) with fields matching SysAid asset_type, status, serial_number, and assigned_user, and link it to the related Company record via a lookup. For Starter and Professional tiers, we attach asset records as linked notes or store them as custom properties on the Company object. The approach is decided during scoping based on HubSpot tier.

SysAid agents map to HubSpot Users. We extract agent email, name, role assignment, and group membership. Role-based permissions in SysAid (Admin, Agent, End User) do not map directly to HubSpot Roles; we document the SysAid role matrix for the customer's HubSpot admin to rebuild in HubSpot's User management settings. Agents with SSO-authenticated accounts in SysAid may require a non-SSO API user credential for migration, which we coordinate during the connection phase.

SysAid end users (ticket requesters) map to HubSpot Contacts. We extract name, email, phone, and company association. The SysAid company reference resolves to a HubSpot Company record. Any contact without an email address is flagged for manual review because HubSpot Contacts require an email for ticket association. Contact properties like department and title transfer where present in SysAid.

SysAid Companies map directly to HubSpot Companies. Company name, domain, phone, address, and primary contact transfer. Multi-company segmentation from SysAid (used for MSP and multi-tenant configurations) does not have a direct HubSpot equivalent; we map this to HubSpot Teams or Company properties depending on the customer's segmentation requirements.

SysAid Tasks associated with Service Records map to HubSpot Tasks linked to the corresponding Ticket. Standalone tasks in SysAid (not attached to a service record) map to HubSpot Tasks without a parent ticket. Task title, status, assignee, due date, and description transfer. Task dependencies in SysAid (predecessor links) do not have a HubSpot equivalent; we document dependency chains for manual reconstruction if the customer relies on them.

SysAid Projects are standalone task containers with milestones. HubSpot does not include a native project object. For HubSpot Enterprise, we create a custom object (e.g., Project__c) with name, status, start_date, end_date, assigned_users, and a lookup to the containing Company. For Starter and Professional, we document the full project structure in a written inventory and recommend rebuilding as Tasks with a naming convention or using a third-party project integration post-migration.

SysAid Action Items are lightweight checklist or task-type sub-items. We map them to HubSpot Tasks with the parent reference preserved where applicable. Action Item status, assignee, title, and due date transfer. SysAid's custom triggers on Action Items do not migrate because they are platform-specific automation logic.

SysAid KB articles (titles, body content, categories, and service record associations) migrate to HubSpot Knowledge Base articles. We extract article text, category hierarchy, and association metadata. Formatting and embedded media require review; HubSpot Knowledge Base supports rich text and images, but HTML-heavy SysAid articles may need reformatting. We recommend using HubSpot's built-in Knowledge Base importer for the final article population.

SysAid attachments linked to Service Records, Tasks, or Action Items are extracted and re-uploaded to HubSpot as ticket attachments. We preserve the original filename, file type, and upload date. File size is constrained by HubSpot's attachment limits per ticket; we flag files exceeding these limits for alternative storage (e.g., linked Google Drive or SharePoint reference). Attachment storage consumed in HubSpot counts against the account's file storage quota.

SysAid supports up to 200 custom fields per entity across Asset, Service Record, Task, Project, CI, User, Company, and Action Item. We extract the full custom field schema and values. Not all SysAid field types have direct HubSpot equivalents: checkbox maps to single-checkbox property, date maps to date property, dropdown maps to single-line or dropdown property depending on HubSpot tier. We pre-create the HubSpot custom property schema before data import and flag any field types that require admin-side recreation.

SysAid Service Record comments and notes (public reply vs. internal note) migrate to HubSpot Ticket conversations. We preserve the author, timestamp, and visibility flag. Public comments map to HubSpot conversation replies visible to the customer; internal notes map to private conversation threads visible only to agents. The SysAid note body (rich text) converts to HubSpot's conversation message format with formatting preserved where possible.