Migrate from Vision Service Desk to HubSpot Service Hub

Vision Service Desk tickets map to HubSpot Service Hub tickets with priority, type, status, requester (contact/company), and assignee (owner) preserved. Custom fields defined in Vision's admin interface are extracted via explicit field enumeration (not returned by standard list API) and written to HubSpot custom properties. Ticket conversations migrate as HubSpot conversation threads. Historical timestamps for created_at, updated_at, and first_response_time transfer directly to HubSpot ticket properties.

Vision Service Desk client profiles (end users who submit tickets via portal) map to HubSpot contacts. Client contact details, email, portal preferences, and associated ticket history transfer. Vision client-level custom fields become HubSpot contact properties. We deduplicate by email match against HubSpot's existing contact records before insert to prevent duplicate creation.

Vision Service Desk company records (organization-level groupings for clients with tree-structure views) map to HubSpot companies. Company-to-contact relationships and company-specific custom fields migrate as HubSpot company properties. HubSpot company domain-based dedupe is applied during insert.

Vision Service Desk staff accounts (internal support agents with roles, permissions, and team assignments) map to HubSpot users. Staff role and permission data is preserved as HubSpot user notes or custom properties. Staff hierarchy (Super-Admins and Team Managers) maps to HubSpot teams and private view permissions. Note: Vision's staff CSV requires specific column ordering not documented publicly; we apply a pre-flight column transform before every staff migration to prevent import rejection.

Vision Service Desk knowledge base articles migrate as HubSpot Knowledge Base articles with article content preserved as HTML. Category assignments from Vision's hierarchical category tree map to HubSpot Knowledge Base category structure. Article-to-topic associations transfer as HubSpot topic mappings. Custom article fields require value mapping to HubSpot property types. SLA-linked knowledge base settings from Vision do not migrate as configuration; these are documented for the customer's admin to reassign in HubSpot.

Vision Service Desk KB category hierarchy maps to HubSpot Knowledge Base categories. The category tree structure is preserved during migration. Articles are re-associated to the destination category hierarchy post-transfer. If Vision categories exceed HubSpot's category nesting depth, we flatten and document the original hierarchy for admin reorganization.

Vision Service Desk SLA plans (calendar-based response and resolution targets across multiple SLA configurations) are migrated as data records. HubSpot's SLA engine (Professional tier and above) uses ticket property conditions rather than calendar-based plan objects. We migrate plan names and targets and advise the customer to map each Vision SLA plan to a HubSpot SLA policy during HubSpot configuration. SLA metrics and thresholds are preserved in HubSpot custom properties for admin reference.

Vision Service Desk tags, labels, and flags (ticket classification metadata used for filtering and automation) migrate as HubSpot topics. Tag assignments per ticket transfer as topic associations. The Vision tag taxonomy is preserved as a HubSpot topic hierarchy. Customers choose whether tags migrate as topics or as ticket custom properties during scoping.

Vision Service Desk custom fields (ticket creation, client registration forms, user data capture) require explicit field enumeration during extraction since they are not returned in standard API list responses. We extract field definitions and values and map field types (drop-down, multi-select, date) to HubSpot's supported property types. Drop-down and multi-select custom fields with option sets require HubSpot option value pre-creation before record import.

Vision Service Desk asset records and linked CI items (Configuration Management Database) can migrate as HubSpot custom objects named Asset. Asset-to-contact and asset-to-ticket relationships map to HubSpot custom object associations. Note that HubSpot Service Hub has no native CMDB; customers needing full CI relationship mapping require a dedicated ITSM or CMDB tool post-migration.

Vision Service Desk Problem Management records (problem records linked to incidents via PinkVERIFY-certified ITIL workflow) have no direct HubSpot Service Hub equivalent. We migrate problem records as HubSpot tickets with a custom field vsd_problem_id__c preserving the original Vision ID for audit. We flag the absence of a native Problem object to the customer during discovery and recommend documenting records in a custom object or external ITSM tool if ongoing Problem Management is required.

Vision Service Desk Change Management records (change requests with approval workflows and schedules) migrate as HubSpot tickets with a custom field vsd_change_id__c preserving the original Vision ID for audit. Approval chain history transfers as ticket notes or a custom approval history property. HubSpot Service Hub has no native Change Management module; customers with active change management processes should evaluate dedicated ITSM platforms post-migration.

Vision Service Desk workflows (auto-assign round robin, auto-close, dispatch rules) are extracted as definition records and documented in a written inventory. HubSpot's automation model uses native automations (workflows, sequences, and Breeze AI Agents) which are architecturally different. We do not migrate workflows as code. The automation inventory document maps each Vision workflow to a recommended HubSpot automation pattern for the customer's admin to rebuild.