Migrate from TriActive to HubSpot Service Hub

TriActive ticket records map to HubSpot Tickets with subject, description, status, priority, and assignee preserved. We identify the TriActive ticket ID field during discovery and store it in a HubSpot custom property for audit trail and cross-reference. TriActive's ticket stages map to HubSpot Ticket Pipeline stages via a configuration step before migration. Any custom ticket status values become HubSpot custom ticket statuses under the same pipeline. Closed date, created date, and last modified date transfer as HubSpot Ticket properties hs_ticket_id, hs_createdate, and hs_timestamp.

TriActive Customer records map to HubSpot Contacts. We extract contact-level fields (name, email, phone, address) and preserve associations to tickets and companies where those relationships exist in the source data. If TriActive stores contacts without company associations, we create Contact records first and resolve Company associations in a subsequent pass once the HubSpot Company schema is confirmed.

TriActive Company or Account records map to HubSpot Companies. We extract company name, domain, industry, phone, and address fields and use domain as the dedupe key during import. If TriActive stores company records without contacts, we create the Company records before Contact import so that the HubSpot association is resolved at the moment of Contact insert. We flag any orphaned company records for customer admin review.

TriActive Agent records map to HubSpot Users. We resolve agents by email match against the HubSpot destination portal's User table. Any TriActive Agent without a matching HubSpot User goes to a reconciliation queue for the customer's admin to provision before record import resumes, because OwnerId references are required on Tickets and Conversations.

TriActive Team structures map to HubSpot Teams. We extract team hierarchies and agent-team assignments and preserve the routing structure in HubSpot. HubSpot Teams require Service Hub Professional or Enterprise for full team-based assignment and inbox routing. The customer confirms their HubSpot tier during scoping so we can scope the team mapping scope appropriately.

TriActive custom ticket fields are identified during the discovery phase by reverse-engineering the actual schema from sample data exports. We create equivalent HubSpot custom properties before migration and map field values as supplementary columns in the target Tickets. Field types are inferred from sample data (text, number, date, dropdown) and mapped to the closest HubSpot property type. Any fields that cannot be represented in HubSpot's standard property model are flagged for the customer admin to address post-migration.

TriActive Conversation records map to HubSpot Ticket Conversations by subject and thread body. We extract full conversation chains including internal notes and public replies and reconstruct the thread timeline in HubSpot using the original timestamp for ordering. Internal notes migrate with the internal visibility flag. If TriActive stores direct user-to-user messages that are not ticket-threaded, those records are flagged for the customer admin to handle manually post-migration since HubSpot Conversations are ticket-scoped.

TriActive file attachments to tickets are mapped to HubSpot Ticket attachments and preserved by reference URL or binary export where the source system supports retrieval. We map attachment filenames, MIME types, and storage references and flag any attachments that cannot be retrieved from TriActive for manual handling. Attachments that exceed HubSpot's file size limits are noted and resolved with the customer admin before the production migration phase.

TriActive Knowledge Base articles are extracted with titles, bodies, categories, and publication status. HubSpot's built-in Knowledge Base Importer is the recommended tool for article ingestion because it handles content formatting, category assignment, and publication state more reliably than a general API push. We extract article data in a pre-processed format compatible with HubSpot's KB Importer and deliver a structured export package with the migration records. Customers confirm their HubSpot plan includes Knowledge Base access (Starter and above).

TriActive KB article categories and taxonomy are preserved where they exist in the source data. We map category hierarchies and article-category assignments to HubSpot Knowledge Base sections and categories. The customer admin creates the HubSpot KB category structure before article import so that the KB Importer can route articles to the correct sections during ingestion.

TriActive ticket-to-customer associations are resolved via email dedupe against the migrated HubSpot Contact records at migration time. We extract the original contact email from each TriActive ticket record, match it against the Contact table created during migration, and write the HubSpot association record. Any ticket without a resolvable contact email is placed in a reconciliation set for manual resolution.

TriActive ticket-to-company associations are resolved via company name or domain dedupe against the migrated HubSpot Company records. We extract the original company identifier from each TriActive ticket record, match it against the Company table, and write the HubSpot association record. Tickets without resolvable company associations are flagged for the customer admin to assign post-migration.