Migrate from trueAct to HubSpot Service Hub

trueAct Cases map directly to HubSpot Tickets. Standard fields (status, priority, assigned agent, created date, updated date, closed date) migrate 1:1. The source channel type (email, chat, phone, web form) is preserved as a custom ticket property so that the service team retains thread attribution after migration. Case history chain (all status changes and timestamps) migrates as a linked timeline of ticket property updates.

trueAct Contacts map to HubSpot Contacts with name, email, phone, and custom fields preserved. Multi-address records are handled without splitting across objects. We resolve the Contact-to-Ticket linkage by matching on email address during the ticket import phase so that each ticket receives the correct primary contact association.

trueAct Organizations map to HubSpot Companies. The parent-child hierarchy between Organizations and sub-organizations is preserved using HubSpot's company associations if the destination portal supports them. Organization ID mapping is maintained through the migration to support downstream lookups from Tickets, Contacts, and NPS records.

trueAct Agents map to HubSpot Users by email address. Each Agent's name, email, role, and team assignment migrates to the corresponding HubSpot User record. Permissions that do not translate directly (trueAct role-specific access flags with no HubSpot equivalent) are flagged in the migration report for the customer admin to configure post-migration.

trueAct Teams map to HubSpot Teams. We recreate the team structure and map agent-to-team memberships. In HubSpot, Teams are used for ticket routing and inbox assignment, so the team structure must be live before the ticket import phase to ensure correct initial routing.

trueAct custom fields on Cases map to HubSpot custom ticket properties. During scoping, we perform a field-by-field audit to flag any that exceed HubSpot's type limits (for example, trueAct fields using restricted picklists map to HubSpot dropdowns). Fields that use trueAct-specific data types without a HubSpot equivalent are escalated to the customer for a resolution decision before migration begins.

trueAct custom fields on Contacts map to HubSpot contact properties. String, number, date, boolean, and single-select fields migrate directly. Multi-select fields in trueAct require the customer to choose between a HubSpot multi-checkbox property or a HubSpot text field with comma-separated values.

File attachments on Cases and Contacts migrate to HubSpot's native file storage. Inline images and linked documents are handled separately: inline images are embedded in the ticket conversation record, and linked external documents are preserved as URL properties on the ticket with a note indicating the original file location. We confirm the customer's HubSpot storage allowance (varies by tier) during scoping.

trueAct NPS responses (score, comment, timestamp, originating contact) do not have a native HubSpot survey event equivalent. We consolidate multiple NPS events per contact into the most recent score, stored in HubSpot's nps_score contact property, and archive the full response history (including comments and timestamps) as a linked note or attachment on the contact record. We confirm the customer's preferred NPS strategy during scoping before applying this transformation.

trueAct tracks the originating channel for each case (email, chat, phone, web form). We preserve this as a custom ticket property and use it to reconstruct thread continuity in HubSpot's Conversations inbox. Email and chat threads that span multiple messages migrate as a sequence of conversation records under a single ticket; phone interactions migrate as call logs linked to the ticket.

trueAct workflow rules including case routing, escalation triggers, and SLA timers do not export as structured data. We document every active workflow trigger, condition, and action during scoping using a workflow audit questionnaire, and we deliver a written inventory with HubSpot Workflow equivalents. The actual rebuild occurs post-migration in HubSpot's Workflows tool (Professional and above). We do not rebuild workflows as code.

If the trueAct instance includes a knowledge base with articles and categories, we map these to HubSpot's Knowledge Base. Article title, body, author, status, and folder structure migrate. Article-level view counts and search analytics do not transfer as these are aggregate metrics without per-article export in trueAct.