Migrate from Thulium to HubSpot Service Hub

Thulium Cases map 1:1 to HubSpot Service Hub Tickets. We map Case status to Ticket pipeline stage, Case priority to Ticket priority, and the Case reference number to a custom Ticket property thulium_case_id__c for audit traceability. Thulium does not natively support multiple pipelines; if the customer uses Thulium workflow-driven status values to represent multiple queues, we create a HubSpot Ticket pipeline per queue during configuration before migration begins.

Thulium stores individual email, chat, and voice interactions as sub-objects within a Case. We extract each interaction in chronological order, preserving the timestamp, author (Agent or Contact), channel type (email/chat/phone), and message body. Each interaction becomes a separate HubSpot Ticket Comment with the author mapped to the HubSpot User (Agent) or Contact record. Internal notes in Thulium map to private Ticket Comments in HubSpot. This transformation adds a scoping phase to the migration timeline because the conversation count often exceeds the Case count by 3-5x.

Thulium CRM Contacts map 1:1 to HubSpot Contacts. We map name, email, phone, and address fields directly. Thulium custom field values on Contacts migrate to corresponding HubSpot Contact properties; for list-type fields we apply a value-mapping table built during scoping, and for link-type fields we migrate the URL string as a text property.

Thulium Companies map 1:1 to HubSpot Companies. We preserve company name, domain, address, and any custom field values. The Thulium Contact-to-Company linkage migrates as the HubSpot Contact's associated Company property so that the relationship is intact at migration completion.

Thulium Agents map to HubSpot Users by email match. We resolve every Agent referenced on a Case during extraction and attempt to match against existing HubSpot Users by email address. Agents without a matching HubSpot User are held in a reconciliation queue; the customer's HubSpot admin provisions any missing User accounts before production migration resumes. Active Agent status maps to HubSpot User.isActive; we do not deactivate users during migration.

Thulium text, large text, email, numeric, and link custom fields map to HubSpot single-line text, multi-line text, email, number, and URL property types respectively. We create each destination property in HubSpot before migration using the HubSpot Properties API. Large text from Thulium migrates as HubSpot multi-line text with a character-count check against HubSpot's 512-character display limit for long-text properties.

Thulium list-type custom fields (single-select or multi-select dropdowns) map to HubSpot enumeration (single-select) or text (multi-select) properties. We build a value-mapping table during scoping that maps each Thulium list value to the corresponding HubSpot option label. If the Thulium list supports multiple selections, we concatenate values with a delimiter for HubSpot multi-select or migrate to a single value with the first selection for enumeration properties.

Thulium yes/no boolean fields map directly to HubSpot single-checkbox properties. We map true to checked and false to unchecked, preserving the original property name with a check for HubSpot's 50-character property name limit; names exceeding the limit are truncated with a numeric suffix for uniqueness.

Thulium date-type custom fields map 1:1 to HubSpot date properties. We preserve the original date format and validate against HubSpot's ISO 8601 date format requirement during the transformation phase. Dates stored as text in Thulium are parsed and re-formatted before loading.

Files attached to Thulium Cases or Contacts are exported with their original filenames and MIME types preserved. We re-upload each file to the corresponding HubSpot Ticket or Contact record using the HubSpot Files API and link the file to the record via the appropriate association. Files exceeding HubSpot's 10 MB per-file limit are flagged during scoping for the customer's review.

Thulium Tags applied to Cases map to HubSpot Ticket Labels. We build a value-mapping table during scoping to handle any naming differences between Thulium tag values and HubSpot label values. HubSpot Labels are a simple key-value structure; multi-word labels are supported without special handling. Tags applied to Contacts in Thulium map to HubSpot Contact Labels on the Contact object.

Thulium Case priority values (typically low, medium, high, urgent) map directly to HubSpot Ticket priority values (low, medium, high, urgent). If Thulium uses custom priority labels, we map them to the nearest HubSpot standard value during scoping and note the mapping in the migration specification. Priority affects SLA timers in HubSpot Professional and Enterprise but does not block migration on Starter.