Migrate from UVdesk to HubSpot Service Hub

UVdesk Tickets map 1:1 to HubSpot Tickets. Each UVdesk Ticket has a status (Open, Pending, Resolved, Closed), priority, type, mailbox source, assigned Agent, and linked Customer. We map status to HubSpot pipeline stage, priority to a HubSpot ticket priority property, type to a custom ticket property, and Agent to the HubSpot User record resolved by email. HubSpot Pipelines require configuration before migration: we create one Pipeline per UVdesk workflow or type grouping, and stage values map from UVdesk status.

UVdesk Customers represent end-users who submit tickets. Each Customer record includes name, email, and a company link. We map Customer to HubSpot Contact using email as the dedupe key. Customer notes (admin-visible notes attached to the customer profile) migrate as Contact notes. The Customer company link maps to a HubSpot Company record created first so the Contact-Company association is satisfied at insert time.

UVdesk Agents are support staff with roles (Admin, Manager, Agent). We map each Agent to a HubSpot User record by email match. UVdesk role designation (Admin, Manager, Agent) maps to HubSpot user-level roles: Admin and Manager map to Super Admin or Admin; Agent maps to a standard User role. UVdesk agent-level permissions are preserved in a custom User property uvdesk_role__c for audit. Inactive or deleted UVdesk agents are held in a reconciliation queue for the customer's admin to provision matching HubSpot Users before record migration.

UVdesk Groups are containers that assign Agents and Subgroups for ticket routing. We map UVdesk Groups to HubSpot Teams. HubSpot Teams control ticket assignment visibility and workload distribution. Group membership—list of Agents in each UVdesk Group—migrates as Team membership in HubSpot. If the customer uses subgroups, we flatten the hierarchy into HubSpot Teams with a naming convention that preserves the UVdesk hierarchy in the Team name.

UVdesk Teams bundle specific Agents for targeted workload distribution and are distinct from Groups. HubSpot has no direct Team equivalent beyond the basic Teams feature. We map Team membership as a multi-select Contact property uvdesk_team__c on the Contact record, storing which UVdesk team(s) the customer's primary Agent belonged to. This preserves the association for reporting without requiring HubSpot Enterprise Teams configuration.

UVdesk Mailboxes define email inboxes that feed tickets into the system. Mailbox settings include email addresses, IMAP credentials, and forwarding rules. We map mailbox-to-email-source associations as HubSpot Inbox connections with the email address preserved. Actual IMAP credential migration is out of scope; we document the mailbox configuration for the customer's admin to reconnect post-migration. The mailbox-to-ticket association is preserved as a custom Ticket property source_mailbox__c.

UVdesk Saved Replies are templated response texts Agents use to accelerate ticket replies. HubSpot Service Hub does not have a native Saved Replies equivalent; Professional+ offers Sequences (cadence-based email sequences) and Snippets (canned text snippets). We migrate Saved Reply content and any category grouping as HubSpot Snippets with the category preserved in the Snippet name. Usage statistics and agent-level association do not migrate.

Knowledgebase Articles exist only on UVdesk SaaS plans. We map Articles, Categories, and Folders to HubSpot Knowledge Base sections and articles. The HubSpot pre-built Knowledge Base importer is recommended for the Knowledgebase portion of the migration for best ordering preservation. UVdesk's known ordering bug means we capture article display order from the source database, apply a corrected ordering script post-migration, and flag that the customer should verify article sequence in HubSpot's Knowledge Base editor. If the source UVdesk is Open Source, Knowledgebase is excluded from scope entirely.

UVdesk supports custom ticket fields (text, dropdown, checkbox, date). We map custom fields 1:1 where field types are compatible: text to string, checkbox to boolean, date to date. UVdesk dropdown value lists require pre-creation of HubSpot select or multi-select ticket properties with the exact option values before migration. Any UVdesk custom fields without a HubSpot equivalent are mapped to a generic text property with the field name preserved in the property label.

UVdesk Workflows are automation rules triggering actions based on ticket conditions. We do not migrate Workflows as code because HubSpot's workflow engine uses different trigger types and action models. We map Workflow rule names, conditions, and actions to a written inventory document that the customer's admin uses to rebuild equivalent HubSpot Workflows in the Workflows tool (Professional+) or Automation tool (Enterprise). UVdesk Enterprise-only workflows are noted as such in the inventory.

UVdesk Tickets can be tagged for categorization and filtering. We preserve tag strings and their ticket associations. In HubSpot, tags map to Labels on the Ticket object. If the customer uses a large number of distinct tags (more than 100), we recommend mapping them to a multi-select ticket property for cleaner filtering in HubSpot's reporting.

Tickets and replies may contain file attachments stored on UVdesk's file system or cloud storage. We migrate attachments by re-hosting files to HubSpot's file storage, then relinking them to the corresponding Ticket record as file associations. Large attachment volumes (over 10,000 files) may require chunked processing and a dedicated file migration phase. We flag any attachments exceeding HubSpot's 60 MB file size limit for the customer's admin to host externally.

The Notes on Customer feature adds visible notes attached to a Customer record that appear on all their tickets. We migrate customer notes as Contact notes in HubSpot. The note body, author (if available), and creation timestamp are preserved. Notes without an author are attributed to a system migration user.

UVdesk Customers can be linked to a company. We map this to HubSpot Company records. If the UVdesk Customer already has an associated company, we create the Company record in HubSpot first, then link the Contact to it. UVdesk company data (name, domain) maps to HubSpot Company name and domain fields.