Migrate from TOPdesk to HubSpot Service Hub

TOPdesk Calls map directly to HubSpot Tickets. We preserve the call ID as hs_ticket_id__c for audit, and map status, priority, category, and operator assignment to the corresponding HubSpot ticket properties. Custom fields migrate as HubSpot ticket properties with equivalent types (text, number, date, dropdown). The requester person record links to a HubSpot Contact via email lookup.

TOPdesk Changes have no native HubSpot equivalent because HubSpot Service Hub has no change management object. We recommend creating a Case record type called 'Changes' with custom fields for change type (Simple/Extensive/RFC), authorization status, and impact/urgency mapped from TOPdesk's change fields. Authorization activities (status=2 in TOPdesk) become custom child records or timeline notes on the Case. The customer decides during scoping whether change records migrate as Cases with a custom record type or as a separate custom object.

TOPdesk Assets with a flat structure map 1:1 to HubSpot Asset. Assets with parent-child hierarchy require recursive API traversal because the TOPdesk asset API does not return the full tree in a single call; we fetch child links sequentially and reconstruct the dependency map before mapping to HubSpot. If the customer does not have Asset Management licensed, the asset API endpoints return empty results with HTTP 200 (not a permissions error), so we validate active modules by querying a known test asset before assuming a zero-result means no assets exist. HubSpot's Asset object supports linking to a Contact or Company record. Complex multi-type hierarchies (hardware linking to software, licences, and freely definable objects simultaneously) may require a custom object configuration at HubSpot Enterprise tier.

TOPdesk Known Error Cards store a problem cause and a workaround as first-class objects with their own card type. We recommend mapping these to HubSpot Knowledge Base articles where the problem title becomes the article title, the cause becomes the article body, and the workaround becomes a solution section. If the customer requires the causal relationship preserved (which Known Error Cards track as a linked problem reference), we recommend a custom object with fields for problem_reference, cause, and workaround rather than flattening to KB articles.

TOPdesk Person records (requesters) map to HubSpot Contact with email as the dedupe key. TOPdesk Operator records (agents) map to HubSpot User records for ticket assignment. We resolve each TOPdesk operator by email match against the HubSpot destination User table. Any Operator without a matching HubSpot User goes to a reconciliation queue for the customer's admin to provision before record import resumes. Both Person and Operator custom fields migrate as Contact or User properties with equivalent types.

TOPdesk allows up to five freely definable object types with their own schema and custom fields. HubSpot custom objects are available only at Enterprise tier ($150/seat/mo plus setup fees). We pre-create the destination custom object schema (API names matched to the TOPdesk FreeObject names with __c suffix) during scoping, including all custom fields and lookup relationships, before any data import. If the customer is on HubSpot Professional tier, we flag the custom object constraint and recommend upgrading or using the Notes object as a fallback for unstructured data.

TOPdesk Configuration Management items store IT infrastructure components and map to HubSpot Asset by default. The API endpoint is 'configuration' and returns the CI record with linking behaviour to calls, changes, and assets. We preserve the CI type, status, and linked asset references as custom fields on the HubSpot Asset record.

Operations Management Series in TOPdesk group activities into a structured process schema used by government and healthcare organizations for compliance tracking. HubSpot Service Hub has no native process series or schema builder equivalent. We extract the series name, status, and schema structure as a written inventory document for the customer's admin to rebuild in HubSpot using a combination of Workflows and custom objects if required. Activated series (status=2) and preparation series (status=1) are documented separately because they behave differently in the API.

TOPdesk Reservations track bookings of equipment, rooms, or lendable assets tied to the Asset Management module. The schema includes date ranges, requesters, and availability status. We recommend a HubSpot custom object called 'Reservation' with date fields, status, and lookup to the associated Asset record if the customer has Enterprise tier. At Professional tier, reservations do not migrate and the booking logic must be rebuilt manually.

TOPdesk attachments linked to Calls, Changes, Assets, or other objects migrate as HubSpot Files attached to the corresponding Ticket, Case, or Asset record via ContentDocumentLink. We extract attachment metadata (filename, size, content type) and the binary where accessible via the API. Inline images within ticket descriptions do not migrate per HubSpot import constraints; we document the affected records for manual re-embedding if required.

TOPdesk custom fields (text, date/time, checkbox, number, currency, dropdown) migrate as HubSpot ticket properties with equivalent types. Multi-select dropdowns map to HubSpot single-line text or multiple single-select checkboxes depending on the source field structure. TOPdesk tags stored as multi-checkbox fields map to HubSpot multi-checkbox properties on the Contact or Ticket object.

TOPdesk automates operator workflows using events and actions, and activity templates define reusable process steps for Changes. We extract workflow configuration as structured metadata (trigger events, conditions, actions) and activity template structure (status=1 for regular, status=2 for authorization templates) into a written inventory document. The customer's admin rebuilds these in HubSpot using HubSpot Workflows and, if available, Operations Hub. We do not migrate them as code because TOPdesk event-action logic and HubSpot Workflows are architecturally different.