Migrate from Vision Helpdesk to HubSpot Service Hub

Vision Helpdesk Client records map to HubSpot Contact. Client contact details (name, email, phone, address) map to HubSpot's standard contact properties. We preserve any domain association from Vision Helpdesk in a custom property for deduplication logic. Multi-domain tenancy is resolved by linking each Contact to the corresponding HubSpot Company record derived from the Client's Organization.

Vision Helpdesk Organization records map to HubSpot Company. Organizations linked to multiple Clients produce a single Company record with multiple Contact associations via the HubSpot Company-Contact relationship. For Satellite Desk multi-brand configurations, each satellite Organization becomes a separate Company record, preserving the brand separation that Vision Helpdesk maintained through isolated satellite instances.

Vision Helpdesk Incidents map to HubSpot Tickets. The Incident priority, status, assigned staff, and SLA metadata migrate as ticket properties. The ticket subject and description map to hs_ticket_subject and the ticket body. Custom labels and tags from Vision Helpdesk migrate as a multi-select picklist property in HubSpot for segmentation and filtering.

Vision Helpdesk private comments (staff-only notes) map to HubSpot Ticket Internal Notes. These are visible only to agents and do not trigger customer notifications. We preserve the original timestamp and author so that the internal reasoning context is preserved in the ticket timeline. This mapping is the most commonly requested policy decision during scoping because HubSpot does not distinguish the same way Vision Helpdesk does.

Vision Helpdesk client-visible replies and public notes map to HubSpot's ticket conversation thread. Each client response and public agent reply becomes a separate timeline entry visible to both agent and customer in the HubSpot portal. We preserve the original email address and timestamp for accurate conversation sequencing.

Vision Helpdesk staff agent records map to HubSpot Users. Agent name, email address, and role assignment migrate as User properties. We resolve agents by email match against the HubSpot destination portal. Any Vision Helpdesk agent without a matching HubSpot User goes to a reconciliation queue for the customer's admin to provision before record import resumes.

Vision Helpdesk Solutions migrate to HubSpot Knowledge Base articles. We preserve category hierarchy by mapping the Vision Helpdesk category tree to HubSpot Knowledge Base sections. Article body content migrates as the article HTML body. Draft vs published status maps from Vision Helpdesk's article visibility setting. HubSpot Knowledge Base portal gating migrates from Vision Helpdesk's portal-specific article visibility.

Vision Helpdesk custom fields on Incidents (checkbox, select, multi-select, datetime, text, textarea) map to HubSpot custom properties of equivalent type. Custom fields on Client records map to HubSpot Contact custom properties. Multi-select fields in Vision Helpdesk map to HubSpot multi-select picklists. We pre-create the HubSpot custom properties before migration begins.

Vision Helpdesk Contract Management records (Service Desk tier) store agreement terms linked to clients or organizations. We map contract details to a HubSpot custom object (Contract) with a lookup to Contact and Company, or to custom properties on the Contact if the customer prefers a lighter schema. Contract start and end dates, SLA terms, and agreement values migrate as fields on the destination record.

Vision Helpdesk Asset Management records (Pro Service Desk tier and above) store configuration items linked to organizations. We map assets to a HubSpot custom object (Asset or Configuration Item) with a lookup to the associated Company record, preserving asset name, type, serial number, and status.

Vision Helpdesk Change Management records (Enterprise Service Desk tier) store scope, impact, risk, and approver data. We map these to a HubSpot custom object (Change Request) with a status pipeline matching the Change Management lifecycle. HubSpot Service Hub does not have a native Change Management module; this is a custom object rebuild that the customer's admin configures post-migration.

Vision Helpdesk Live Chat transcripts map to HubSpot Conversations with message records. Each chat session becomes a Conversation, with individual messages as message records. HubSpot's conversation routing model differs from Vision Helpdesk's round-robin and visitor tracking; the routing logic is documented for rebuild in HubSpot inbox routing rules. Chat source and visitor metadata migrate as custom conversation properties.