Migrate from Tele-Support HelpDesk to HubSpot Service Hub

Tele-Support HelpDesk tickets map directly to HubSpot Service Hub tickets. The ticket subject becomes the Ticket subject, status maps from Tele-Support status to HubSpot Ticket status values, priority maps from Tele-Support priority to HubSpot Ticket priority, and the Tele-Support assignee maps to a HubSpot User by email match. Created_at and updated_at timestamps preserve the original creation and last-modification time. We resolve the assignee (Owner) reference by matching the Tele-Support agent email to a HubSpot User record; agents without an active HubSpot account go to a reconciliation queue before migration proceeds.

Tele-Support HelpDesk customer profiles (contact name, email, phone, company association, RMA history) map to HubSpot Service Hub Contact records. Customer email serves as the primary dedupe key. RMA history stored as a custom property on the Tele-Support customer record becomes a HubSpot custom Contact property (rma_history__c) as a text area field, since HubSpot has no native RMA object. Custom properties on the Tele-Support customer profile migrate as HubSpot Contact custom properties with equivalent field types.

Tele-Support HelpDesk Company records map to HubSpot CRM Companies (Accounts). The company name becomes the Company name, domain becomes the Website field, and any Tele-Support custom properties on the Company migrate as HubSpot Company custom properties. Parent-company linkage (if Tele-Support stores hierarchical company structures) maps to HubSpot's Parent Company field if the destination account uses that feature.

Tele-Support HelpDesk agent profiles (name, email, role, team assignment) map to HubSpot Users. Agent email is the lookup key. We require all Tele-Support agents to have an active HubSpot Service Hub seat before migration begins — if an agent has not accepted their HubSpot invitation and established an active account, ticket assignment for that agent's records goes to the reconciliation queue. Role and team assignments from Tele-Support do not map to HubSpot Roles and Teams automatically; these require manual configuration in HubSpot after migration.

Tele-Support HelpDesk teams group agents for ticket routing and SLA assignment. Team names migrate as HubSpot Team names. Team membership (which agents belong to which team) migrates by matching Tele-Support agent emails to HubSpot Users and assigning them to the corresponding HubSpot Teams. Note that HubSpot Teams in Service Hub control inbox routing but do not have the same SLA configuration model as Tele-Support; SLA rules require rebuilding in HubSpot.

Tele-Support HelpDesk custom ticket fields (text, numeric, dropdown, date, or checkbox types) are defined per-account and vary by installation. We extract the source field schema from the Tele-Support API before migration begins, then create matching custom properties in HubSpot Service Hub with equivalent field types. Dropdown fields in Tele-Support map to HubSpot single-select or multi-select picklists; date fields map to HubSpot date properties; numeric fields map to HubSpot number properties. No assumptions are made about field-name parity — every custom field is documented in the scoping call and explicitly mapped before import.

Tele-Support HelpDesk conversations (customer messages, internal notes, and attachments per ticket) are flat comment threads stored as part of the Ticket object. In HubSpot Service Hub, conversations become Communication records linked to the Ticket via the association API. We preserve message ordering by the original timestamp and distinguish customer-facing messages from internal agent notes using the Tele-Support message type indicator. Inline images embedded in replies migrate as HubSpot file attachments linked to the Communication record. Tickets approaching Tele-Support's message-count thresholds are flagged during scoping as candidates for pre-split to prevent unexpected thread breaks.

Binary attachments associated with Tele-Support HelpDesk tickets migrate to HubSpot Files. We preserve original filenames and MIME types. Inline images embedded in ticket replies migrate as separate file records linked to the Communication. Attachment migration significantly extends migration duration; we present the Skip Attachments option during scoping and recommend testing both paths with a demo migration before committing to the full transfer.

Tele-Support HelpDesk tags are flat label strings applied to tickets, customers, and companies. Tag names migrate as HubSpot Tags with the same label string. HubSpot Tags apply to Contacts, Companies, and Tickets and can be used for filtering and reporting. Tag counts are preserved for reporting continuity. If the customer uses tags for categorical reporting, we document the tag taxonomy during scoping.

Tele-Support HelpDesk knowledge base articles (sections, categories, body content, publication status, view counts) migrate to HubSpot Help Hub Knowledge Base articles. Section hierarchy in Tele-Support maps to HubSpot article categories and subcategories, but the mapping requires restructuring because Tele-Support and HubSpot use different taxonomy models. Publication status (published, draft, archived) migrates to HubSpot's draft/published state. View counts from Tele-Support have no native HubSpot equivalent — we store them as a custom property (original_view_count__c) on the HubSpot article record for historical reference.

Tele-Support HelpDesk macros (canned responses) are stored as internal configuration with no stable external API representation. We do not migrate macros programmatically. We document every macro by name, trigger context, and action sequence during the scoping call and deliver this as a written inventory for the customer's admin to rebuild in HubSpot using HubSpot's Canned Responses feature. The rebuild is not included in the migration scope.

Tele-Support HelpDesk workflow automations are configuration-only records with no stable export format. HubSpot Service Hub uses a different automation model (Workflows, Customer Journey automations, and Operations Hub Flows). We do not migrate automations as code. We deliver a written inventory of every active Tele-Support automation including its trigger, conditions, and actions, mapped to a recommended HubSpot equivalent. The customer's admin or a HubSpot partner rebuilds automations post-migration.