Migrate from UseResponse to HubSpot Service Hub

UseResponse Tickets migrate to HubSpot Tickets with id, subject, description, status, priority, assignee (hubspot_owner_id), topic, created date, updated date, and closed date preserved. UseResponse Topics map to HubSpot Ticket Pipelines (each distinct Topic becomes its own Pipeline), and UseResponse ticket statuses map to Stage values within each Pipeline. Custom fields on UseResponse Tickets are enumerated during discovery against the account's REST API before mapping; each custom field is typed (string, boolean, date, number, select, multi-select) and mapped to the corresponding HubSpot Ticket property type.

UseResponse Agents map to HubSpot Users by email address match. The agent role (admin vs regular) and any assignment rules migrate as HubSpot User team membership and ticket assignment routing rules. If the destination HubSpot account has fewer active seats than the source agent count, we reconcile against a queue and the customer's admin provisions any missing Users before migration begins.

UseResponse Customers (end-users who submit tickets) map to HubSpot Contacts. If the Customer has an associated company name, we also create a HubSpot Company and associate it via the Contact-Company relationship. Email address is the primary dedupe key for Contact creation; duplicates are merged rather than duplicated. Phone, company name, and any custom fields on the Customer record map to HubSpot Contact properties.

UseResponse Comments attached to a Ticket migrate as HubSpot Conversation threads. Comment authorship (agent vs customer) maps to the HubSpot Conversation source (CHAT, EMAIL, or NOTE). Internal-only comments in UseResponse (visibility flag) migrate as internal Conversation notes in HubSpot. HTML formatting in comments is stripped or converted to plain text to avoid rendering issues in HubSpot's conversation interface.

Binary attachments on Tickets and Comments migrate as HubSpot Files linked to the parent Ticket or Conversation. We preserve original filenames and apply HubSpot's file size limits during import (files over HubSpot's per-file limit are flagged for manual download instruction). Inline images in comments require special handling: they are extracted as separate Files and re-embedded as URLs in the conversation body.

UseResponse KB Articles migrate to HubSpot Knowledge Base Articles using HubSpot's pre-built Knowledge Base Importer (recommended by HubSpot for best-fidelity content rendering). We export articles with their full HTML body, title, author, status (draft/published), and category assignments, then deliver a structured import file compatible with HubSpot's importer format. Any internal article links that opened in new browser windows in UseResponse are converted to relative links where HubSpot supports them.

UseResponse KB Categories map to HubSpot Knowledge Base Sections. Category hierarchy (parent/child categories) maps to Section nesting in HubSpot. Category-specific visibility permissions do not transfer if the destination uses HubSpot's default article-level access model; we flag this for the customer's admin to configure post-migration.

Each UseResponse Topic becomes a HubSpot Ticket Pipeline. Topics with custom status workflows map to pipeline-specific Stage sets in HubSpot. The sort order of Topics in UseResponse is preserved as the display order of Pipelines in HubSpot. Teams that used Topics for team-based routing should configure HubSpot Team assignments during HubSpot setup, which is outside migration scope but documented in the handoff.

UseResponse Tags applied to Tickets migrate as HubSpot Ticket Tags. Tags on Knowledge Base Articles migrate as HubSpot Knowledge Base Article tags. Tags are preserved as label strings; destination platforms that use multi-select picklists rather than free-form tags consolidate tags during import to avoid proliferation.

UseResponse configurable ticket statuses map to HubSpot Ticket Stage values. Custom status-to-status transition rules in UseResponse (if any) are documented as a separate configuration inventory because HubSpot Pipelines do not enforce stage transition sequences by default. We recommend rebuilding any required transition rules as HubSpot Workflows post-migration, documented separately.

UseResponse custom fields on Tickets are account-specific and not documented in a public schema. We enumerate all active custom fields against the UseResponse REST API during discovery, capturing field label, API name, data type, and any picklist options. Each field maps to the equivalent HubSpot Ticket property type (string to single-line text, boolean to single-line text with true/false, date to date picker, number to number, picklist to single-select, multi-picklist to multi-select). Validation rules in HubSpot that reject imported values are flagged for admin adjustment before migration.

UseResponse Feedback System items — submitted ideas with vote counts and status — have no native HubSpot Service Hub equivalent. We recommend creating a HubSpot Custom Object (Idea) with fields for title, description, status, vote count, and submitter email, with a lookup to the originating Contact. Alternatively, if the customer licenses Product Hub, we route feedback items to the Ideas app during post-migration setup. Feedback item migration is scoped as a separate custom object migration with a mapping specification produced during discovery.