Migrate from UserEcho to HubSpot Service Hub

EchoDesk ticket records map to HubSpot Tickets. Status, priority, assignee, and custom fields transfer directly. Full reply thread history is reconstructed as ticket comments in HubSpot, with the original timestamp and author preserved. UserEcho's per-agent seat billing means we scope agent counts before migration to provision the correct number of HubSpot seats on the Professional or Enterprise plan.

EchoForum topics carry vote counts, status (planned, under review, completed), and nested comment threads. HubSpot's Feedback tool provides an ideas and product-feedback object with voting and a status lifecycle. We preserve the vote score as a custom numeric field on the Feedback record and map the original status to HubSpot's Feedback status values. Comment threads migrate as replies attached to the Feedback submission.

EchoSmart articles with publication status and category assignments map to HubSpot Knowledge Base articles. We use HubSpot's pre-built Knowledge Base Importer where available for article content and categories. Article content may require re-authoring in HubSpot's editor if the source HTML does not map cleanly to HubSpot's article schema. Category hierarchy from UserEcho becomes flat category assignments in HubSpot.

EchoChat transcript sessions include text, timestamps, agent and visitor identifiers, and status. HubSpot consolidates chat into its Conversations inbox alongside email, Facebook, Instagram, and WhatsApp. We convert each EchoChat session into either a HubSpot Conversation record or a Ticket-tagged record, depending on whether the chat requires ongoing ticket tracking. Agent and visitor identifiers map to HubSpot Users and Contacts respectively.

Agent profiles from UserEcho carry display name, email address, and agent role. We resolve agents by email against HubSpot Users. Any UserEcho agent without a matching HubSpot User goes to a reconciliation queue for the customer's admin to provision before record import. Agent vs. customer role distinction is preserved so that end-users do not inflate HubSpot seat counts.

End-user profiles from UserEcho include display name, email address, and activity counts (ticket count, forum post count). These map to HubSpot Contacts with email as the dedupe key. The customer's company record is resolved from UserEcho's organization data or created as a standalone Contact if no organization is present.

Tags applied across EchoDesk tickets migrate to HubSpot Ticket Labels. Label names transfer as-is and are recreated as flat tag sets on the corresponding Ticket records. If the customer uses tags as a hierarchical classification system, we document that structure for manual recreation in HubSpot.

Tags applied to EchoForum topics migrate to HubSpot Feedback Labels. These are recreated as label sets on the corresponding Feedback submission records.

EchoSmart KB categories form a two-level hierarchy (parent and child). HubSpot Knowledge Base supports category organization but represents hierarchy differently. We reconstruct the parent-child relationships as HubSpot category assignments and document the original hierarchy so the customer can configure the category tree in HubSpot's Knowledge Base settings.

EchoForum categories map to HubSpot Feedback topic categories. We export category names and assignments and recreate them as HubSpot Feedback categories. The original two-level category hierarchy is documented for the customer's admin to configure in HubSpot Feedback settings.

Files attached to EchoDesk tickets are downloaded individually and re-uploaded to the corresponding HubSpot Ticket record. We preserve original filenames and MIME types. Inline images embedded in ticket reply threads are extracted and re-attached as ticket files.

Files attached to EchoSmart KB articles are downloaded and re-uploaded to the corresponding HubSpot Knowledge Base article. We preserve original filenames and MIME types. Article images embedded in HTML body content are handled separately as inline assets.

Files attached to EchoForum posts are downloaded and re-uploaded to the corresponding HubSpot Feedback submission. We preserve original filenames and MIME types.

EchoDesk custom ticket fields (beyond status, priority, assignee) are mapped to HubSpot Ticket custom properties. We create the custom properties in HubSpot's Ticket settings before migration and map the field values during import. Field types are matched to HubSpot's supported property types: text, number, date, dropdown, checkbox.