Migrate from Tikit.Info to HubSpot Service Hub

Tikit Tickets map to HubSpot Tickets, which are the Cases object in HubSpot's CRM data model. We map ticket title to subject, description to description, status to hs_ticket_state, priority to hs_ticket_priority, category and subcategory to hs_ticket_category and a custom property, assignee to the HubSpot Owner (User), requester to the linked HubSpot Contact, and created/updated/resolved timestamps to hs_createdate, hs_updatedate, and a custom resolved date field. Custom ticket fields migrate as custom properties on the Ticket object; these must be pre-created in HubSpot Service Hub Professional or Enterprise before migration because Starter tier does not support custom ticket properties.

Tikit Requesters map to HubSpot Contacts. The requester's display name, email address, and department migrate to firstname/lastname, email, and a custom department property on the Contact. Entra-sourced identity fields (UPN, Entra Object ID) are preserved in custom properties on the Contact record for reconciliation purposes. We use email as the dedupe key during import. Requesters who are also agents in Tikit require a separate HubSpot User record in addition to the Contact record.

Tikit Agents map to HubSpot Users (Service Seats or Core Seats depending on the destination tier). We resolve agents by email match against the destination HubSpot portal's user table. Any Tikit Agent whose email does not match an existing HubSpot User goes to a reconciliation queue for your admin to provision before record import resumes. Inactive Tikit agents are imported as inactive HubSpot Users to preserve historical assignment data without consuming a paid seat during migration validation.

Tikit Teams map to HubSpot Teams. Teams in Tikit align with M365 Groups in Entra, but HubSpot Teams are a simpler organizational grouping for routing and reporting. We create HubSpot Teams during migration and populate membership from Tikit team-agent assignments. Multi-department Tikit configurations may require multiple HubSpot Teams; we document the mapping during discovery.

Tikit Departments define organizational hierarchy for ticket routing and SLA assignment. HubSpot does not have a native Department object; we map departments to HubSpot Teams with custom properties for routing context, or to a custom dropdown property on the Ticket object if the destination does not require team-level grouping. The mapping choice depends on how your Tikit departments drive SLA policy and ticket assignment.

Tikit Knowledge Articles (title, body HTML, category, publish status, view count) require custom export tooling because Tikit does not expose a KB export API. We extract articles via whatever mechanism Cireson's export tools provide, then recreate them in HubSpot Knowledge Base using the HubSpot CMS API or the knowledge-base import CSV format. Article-to-ticket relationships are preserved by storing Tikit article IDs in a custom property on migrated tickets and adding a link reference in HubSpot's knowledge-base article settings. Publish status is preserved; draft Tikit articles import as draft HubSpot articles.

Ticket comments migrate as HubSpot Ticket Comments linked to the corresponding Ticket record. We preserve comment body, author (mapped to the HubSpot User or Contact who authored it), timestamp, and the is-public flag. Internal notes in Tikit migrate as private ticket comments in HubSpot; we flag this distinction during scoping because internal-only content may need review before import if it contains sensitive information. Chronological ordering is preserved by setting the HubSpot comment timestamp to the original Tikit timestamp.

File attachments on Tikit tickets are stored in Azure blob storage. We download attachments during extraction, re-upload them to HubSpot's file management system via the HubSpot Files API, and attach them to the corresponding Ticket record. Attachments exceeding HubSpot's file size limits are flagged for your admin to host externally and link from the ticket. Filename encoding and special character handling is resolved during extraction. We do not migrate inline images embedded in ticket descriptions or comments; these are flagged for manual review.

Custom fields in Tikit vary by configuration and may include dropdown picklists, text fields, date fields, and user-reference fields. Each custom field is mapped by data type to a HubSpot custom property on the Ticket object. Picklist values require expansion in HubSpot's option labels; we preserve the original Tikit values in a migration reference field and your admin maps them to HubSpot option labels before or after import. Custom fields must be pre-created in HubSpot Service Hub Professional or Enterprise before migration begins.

Tikit SLA policies define response time, resolution time, and business hours configuration. HubSpot Service Hub does not have a first-class SLA object; SLA enforcement is handled through business hours rules (available in Professional and above) and ticket priority settings. We map Tikit SLA response/resolution times to HubSpot business hours and ticket priority levels, but SLA assignment rules based on department, category, or agent workload require manual rebuild in HubSpot Service Hub as part of your admin configuration after migration.

Cireson Configuration Items represent assets, services, and their relationships. HubSpot Service Hub does not have a native CI object. We map CI data to custom properties on the Ticket record (for IT-asset context on incidents) or on the Contact record (for device or service associations). CI relationships (parent-child, affected-service mappings) migrate as a custom relationship table that your admin can use to populate a custom object or external asset management tool post-migration.

Tikit tickets that originated from or include email threads are mapped to HubSpot Conversations (inbox-linked tickets) and ticket comments. The HubSpot Conversations tool must be enabled and connected to a shared inbox before migration; we configure this during the pre-migration setup phase. Email thread content migrates as conversation messages linked to the ticket, preserving sender, recipient, timestamp, and body.