Migrate from Usedesk to HubSpot Service Hub

Usedesk Tickets map directly to HubSpot Tickets. Standard fields (status, priority, assignee, created-at, updated-at) transfer to HubSpot properties with the same semantic meaning. Custom fields on Usedesk tickets require value-mapping during transformation because Usedesk allows account-specific field creation with no public schema registry. We discover all custom fields during the pre-migration data audit, map each one to a HubSpot ticket property (custom or standard), and flag any unmapped fields in the validation report before the migration run proceeds. Timestamps from Usedesk (stored in EET/EEST) are normalised to UTC during transformation.

Usedesk Client records map to HubSpot Contacts. Email, name, and contact metadata transfer directly. Phone number formats are normalised to E.164 during transformation. Custom client properties discovered in the data audit map to HubSpot Contact properties. Client-to-ticket associations are preserved as ticket-level contact associations in HubSpot. If Usedesk tracks client organisations as separate entities, we map those to HubSpot Companies and link them to Contacts via the Company association.

Usedesk Agents map to HubSpot Users by email match. Role and permission parity is not 1:1: Usedesk role definitions (admin, agent, viewer) do not map directly to HubSpot's permission model. We flag which Usedesk role permissions require manual reassignment after migration, including inbox access, ticket assignment rights, and reporting visibility. Any Agent in Usedesk without a matching HubSpot User email is held in a reconciliation queue for the customer's admin to provision before record import resumes.

Usedesk supports up to 20 distinct channel types (email, chat, social media, messengers). HubSpot does not expose channels as distinct objects; instead, channel metadata is stored as a ticket property. We consolidate Usedesk channel metadata into a HubSpot ticket property (channel_source) and preserve the original channel label from Usedesk for reconciliation. Multi-channel ticket threads from Usedesk are merged into a single HubSpot ticket conversation view.

Usedesk Knowledge Base articles migrate with their full content, categories, and publication status. Article-to-ticket linking is preserved where HubSpot supports article association on tickets; otherwise it is noted as a post-migration manual step. We use HubSpot's pre-built Knowledge Base importer for the article migration pass to take advantage of HubSpot's native article format and category structure. Articles with gated access (restricted to specific clients or groups) map to HubSpot's gated article permissions where available.

Tags used for ticket categorisation in Usedesk migrate as flat label sets into HubSpot ticket tags. Where Usedesk uses a hierarchical tag taxonomy, we flatten the structure and flag what requires reorganising post-migration in HubSpot's tag management interface. Tag consistency across tickets is verified during the validation pass before cutover.

File attachments embedded in Usedesk tickets or the Knowledge Base migrate to HubSpot's file storage with links preserved in the record. We flag oversized files (over 25 MB per HubSpot's attachment limit) early in scoping and advise on a storage strategy before the migration run. Inline images within ticket comments migrate as HubSpot file attachments linked to the relevant ticket conversation entry.

Usedesk automation rules (triggers, conditions, chained actions) are exported as structured JSON but cannot be transferred as executable code to HubSpot. We deliver a written inventory of every Usedesk automation with its trigger event, conditions, actions, and a recommended HubSpot Workflow equivalent in Operations Hub. The customer's admin rebuilds each automation manually post-migration. This is a known limitation of all helpdesk-to-HubSpot migrations because automation engine semantics differ between platforms.

Usedesk SLA settings (response time targets, resolution deadlines, escalation triggers) do not migrate as configuration. We document the SLA values from Usedesk during the data audit and provide a setup guide for recreating equivalent SLAs in HubSpot Service Hub. SLA due dates on open tickets at cutover time are preserved as ticket properties so that SLA tracking begins immediately on the HubSpot side without manual re-entry.

Usedesk allows each account to create custom fields on Tickets with no public schema registry. We discover all custom fields during the pre-migration data audit, create equivalent custom properties in HubSpot (with appropriate field types: single-line text, multi-line text, dropdown, date, number, checkbox), and map values during the transformation phase. Any custom fields that cannot map directly (due to unsupported HubSpot field types) are flagged in the validation report and resolved before cutover.

Usedesk custom fields on Client records map to HubSpot Contact custom properties following the same discovery-and-create process as ticket-level custom fields. Client custom property values transfer during the Contact import pass. Fields with multi-select or complex picklist structures from Usedesk are mapped to HubSpot multi-select or single-select picklists as appropriate.

Historical analytics and reporting data in Usedesk do not migrate. These are regenerated from migrated records in HubSpot Service Hub post-cutover. We provide a list of the Usedesk reports and metrics that the customer should replicate in HubSpot's reporting module, including ticket volume by status, response time averages, agent workload distribution, and CSAT scores. Historical comparison data is preserved in a CSV export that the customer can use as a baseline for rebuilding reports.