Migrate from Teamwork Desk to HubSpot Service Hub

Teamwork Desk Customers map to HubSpot Contacts as the primary record. If a Teamwork Customer has an associated company field populated, we also create a HubSpot Company record and link the Contact via the company_id association. Email is the dedupe key. The HubSpot contact_id is resolved before any ticket import so that the contact reference is satisfied at insert time. Spam-marked customers are excluded per Teamwork's native export behavior; we flag any tickets orphaned by this exclusion for customer review.

Teamwork Desk tickets map to HubSpot Tickets. The Teamwork inbox assignment is not a native HubSpot object; we map inbox routing to a HubSpot Team (or default pipeline) and assign the ticket owner to the resolved agent. Ticket status (open, pending, resolved, closed) maps to HubSpot ticket_pipeline_stage. Priority maps to HubSpot priority. Thread-based replies and internal notes migrate to HubSpot's conversation timeline as Message records via the Conversations API. Teamwork's customer-facing and agent-only note distinction maps to HubSpot's public vs internal message visibility.

Helpdocs articles export with body content, author, publication status, and category associations. HubSpot's Knowledge Base importer (pre-built) handles article migration; we use it to preserve article body, titles, and slugs. The hierarchical Category-to-subcategory structure in Teamwork has no direct HubSpot equivalent; we represent it as HubSpot article tags and Section assignments. Article attachments migrate as HubSpot Knowledge Base file attachments. Publication status maps to HubSpot draft vs published state.

Teamwork Desk agents map to HubSpot Users. We resolve by email match against the HubSpot destination portal's user table. Agent role (admin, agent) maps to HubSpot User permissions (super admin vs regular user). Active/inactive status carries over. Any Teamwork agent without a matching HubSpot User email is held in a reconciliation queue for the customer's admin to provision before record import proceeds.

Teamwork inboxes route incoming tickets from specific email channels to designated agents. HubSpot Service Hub has no inbox object. We map inbox assignments to HubSpot Teams (for agent-group routing) and configure the default pipeline on tickets. If inbox-specific email routing rules are mission-critical, we document them during scoping as a configuration deliverable for HubSpot inbox routing rules, which must be rebuilt by the customer's admin post-migration.

Teamwork Desk tags on tickets and customers migrate as HubSpot Tags. The tag vocabulary is preserved in full. HubSpot tags apply to contacts, companies, deals, and tickets, providing a consistent labeling model post-migration.

Teamwork Desk custom fields (dropdown, text, date, number) on tickets and customers from Premium and Enterprise tiers are enumerated during scoping. We pre-create the corresponding HubSpot custom properties (with matching types) before any records insert, so that migration writes directly to typed destination fields rather than orphaning custom data as plain text. Custom field options (dropdown values) migrate as HubSpot option set labels.

Teamwork time entries logged against tickets are exported as a structured record set with ticket_id, agent, duration, and billable flag. HubSpot Service Hub does not have a native time-tracking migration path. We export time entries separately and either create HubSpot custom number properties on tickets or link them to the associated deal as line items, depending on whether the customer uses deals. The customer chooses the strategy during scoping.

Teamwork CSAT ratings attached to tickets migrate to a HubSpot custom number property (hs_csat_score__c) on the ticket record, since HubSpot Service Hub does not store customer satisfaction scores natively on ticket records. We configure the property during schema setup and write the score from Teamwork's happiness rating field.

File attachments on tickets and Helpdocs are downloaded from Teamwork's API (referenced by URL) and re-uploaded to HubSpot's file storage via the Files API. We handle file-type restrictions and size limits per HubSpot's file requirements. Attachments on ticket threads link to the conversation message record in HubSpot. Helpdocs attachments link to the knowledge base article.

Teamwork Helpdocs Categories have a hierarchical structure (parent Category with sub-Categories) that cannot be represented natively in HubSpot's flat Knowledge Base section model. We map each Category to a HubSpot Section and represent sub-category depth as tags on the article. Article ordering within sections migrates from Teamwork's position field to HubSpot's article ordering.

Teamwork Triggers (automated routing rules on ticket events) are configuration objects, not data records. We do not migrate them as automation code. We document every active Trigger during discovery: trigger event, conditions, and resulting action. The customer's admin rebuilds equivalent automation in HubSpot's workflow engine post-migration.