Migrate from Tender Support to HubSpot Service Hub

Tender Support Tickets map directly to HubSpot Tickets. We preserve ticket subject, body, status, and the full conversation thread including public replies and internal notes. The HubSpot ticket pipeline is configured before migration to match the customer's workflow stages, with Tender Support status values (open, pending, resolved, archived) mapped to the corresponding HubSpot pipeline stage names.

Tender Support Customer records map to HubSpot Contact. Email address is the primary identifier and dedupe key. First name, last name, and any metadata fields map to HubSpot standard Contact properties. We create the Contact record before importing any Ticket so that the hs_ticket_id association is valid at insert time.

If the Tender Support Customer record contains an organisation name or domain field, we create a corresponding HubSpot Company and associate the Contact to it via a primary company contact role. If the source Customer has no org identifier, the Contact is created without a Company association and a mapping note is flagged for the customer's admin to review.

Tender Support Agents map to HubSpot Users by email match. The agent's name and role (admin or regular) transfer to the HubSpot User display name and HubSpot role setting. If the destination HubSpot portal does not yet have a matching User record for every Tender Support agent, we hold those Ticket assignments in a reconciliation queue pending User provisioning by the customer's admin.

The Tender Support agent assignment on a Ticket maps to the HubSpot Ticket owner field (hs_ticket_owner). If the agent email does not resolve to a HubSpot User, we assign the Ticket to the customer's HubSpot admin user and flag the record for reassignment in the post-migration review.

Tender Support's flat label system frequently contains overlapping or inconsistently applied tags across large ticket histories. We deduplicate the label set during mapping by grouping semantically identical labels (e.g., billing and invoice both map to billing), then assign the consolidated set as HubSpot Tags. We deliver a label-to-tag mapping document so the customer can audit which source labels merged into each destination Tag.

Tender Support custom ticket fields are discovered during scoping, typed (text, number, date, checkbox, dropdown), and mapped to equivalent HubSpot Contact properties or Ticket properties depending on whether the field is customer-scoped or ticket-scoped in the source. We configure the custom properties in HubSpot before migration using the CRM Properties API. Any field with no HubSpot equivalent is documented for manual configuration post-migration.

Tender Support attachments are referenced by URL in the export. We download each file to local storage during the migration prep phase, then upload to HubSpot using the Files API and attach to the corresponding Ticket record. Original filenames and content types are preserved. We flag any attachment URL that returns a 404 or exceeds the HubSpot 30 MB file size limit for manual resolution.

Tender Support internal notes are identified by inspecting the message_type or status column in the raw export CSV. We apply the hs_internal_is_private flag or equivalent private note setting on the HubSpot Ticket so that notes land as internal-only visibility. If the source export omits the visibility signal, we flag the affected records for manual review before committing the import batch.

Each Tender Support message in a ticket thread maps to a HubSpot Ticket comment. We preserve the timestamp, author (agent or customer), and message body. Attachments embedded in messages are extracted as separate file records linked to the comment. HTML formatting in message bodies is sanitised to plain text with basic formatting preserved where HubSpot supports it.

Tender Support status values (open, pending, resolved, archived) map to HubSpot Ticket pipeline stage names. We configure the pipeline in HubSpot before migration to match the source statuses as closely as possible. Closed tickets from Tender Support map to a resolved or closed stage in HubSpot; open tickets map to the appropriate in-progress stage. Archived tickets are mapped to a separate archived stage or excluded based on the customer's scope request.

The Tender Support ticket subject maps to the HubSpot Ticket subject field. The ticket body (initial customer message) maps to the Ticket description field. Both fields are indexed in HubSpot for search and reporting purposes.