Migrate from UserHorn to HubSpot Service Hub

UserHorn customer profiles (name, email, phone, company association) map directly to HubSpot Contact. We use email as the primary deduplication key. Any custom fields on the UserHorn contact record map to HubSpot custom contact properties created before migration. If UserHorn stores company-level data on the contact, we resolve the Company-to-Account lookup before contact insert.

UserHorn organizations or company records map to HubSpot Company. Domain becomes the Company website field. We resolve the Company-to-Contact association so that when contacts are loaded, their Company lookup is already satisfied. Company records are loaded before contacts to maintain referential integrity through the HubSpot Bulk API.

UserHorn tickets map to HubSpot Tickets. The ticket subject, description, status, priority, and timestamps migrate directly. We map UserHorn ticket statuses to HubSpot Ticket pipeline stage values, and any UserHorn custom fields map to HubSpot Ticket custom properties. Ticket ID is preserved in a custom field for cross-referencing against UserHorn records post-migration.

Each distinct status value in UserHorn becomes a HubSpot Ticket pipeline stage. We create the pipeline in HubSpot before migration with the same stage order and map status labels to stage names. Probability percentages for each stage are set during pipeline configuration to maintain accurate reporting post-migration.

If UserHorn supports multiple ticket queues or pipelines, each maps to a separate HubSpot Ticket pipeline. HubSpot supports multiple concurrent pipelines from Professional tier. We configure each pipeline with its own stages, assigned teams, and SLA policies before record load.

UserHorn agents map to HubSpot Users. We match by email address. Any UserHorn agent without a corresponding HubSpot User goes to a reconciliation queue before migration; the customer provisions missing users in HubSpot before record import begins. Agent role and team assignments in UserHorn map to HubSpot role-based inbox routing and Team membership.

UserHorn ticket conversations and internal notes map to HubSpot conversational messages linked to the corresponding Ticket. Each message maps to a HubSpot ConversationMessage record with sender, recipient, timestamp, body, and attachment references. We resolve the Contact lookup by email for each message sender. Inline images in message bodies are handled as attachments linked to the conversation.

Ticket attachments and inline images migrate as HubSpot Files attached to the corresponding Ticket via ContentDocumentLink. File names and MIME types are preserved. Large attachment batches are chunked to stay within HubSpot API upload limits.

UserHorn internal notes on tickets map to HubSpot Notes linked to the Ticket record. Note body text and timestamps migrate directly. We preserve the creating agent as a HubSpot Note property where the platform supports it.

UserHorn custom fields on customer records migrate to HubSpot Contact custom properties. We pre-create the property in HubSpot before migration using the correct type (text, number, date, single-checkbox, dropdown) matching the UserHorn field type. Field dependencies and conditional display rules are not migrated as configuration.

UserHorn custom fields on tickets migrate to HubSpot Ticket custom properties. We pre-create the property schema in HubSpot before migration. Multi-select checkbox values from UserHorn map to HubSpot multi-select contact or ticket properties. Any picklist fields are migrated with the original values preserved as-is.

UserHorn tags on tickets are evaluated for mapping strategy during discovery. Tags used for categorization migrate to HubSpot Ticket Topics with TopicAssignment records. Tags used as agent labels or ticket-type indicators migrate to a multi-select ticket custom property. The customer chooses the strategy during scoping.

If UserHorn tracks time spent on tickets, those values migrate to a HubSpot Ticket custom property of numeric type (time in minutes). We do not migrate timer sessions or time-entry line items as these are not standard HubSpot Ticket objects.