Migrate from Vivantio to HubSpot Service Hub

Vivantio Tickets map to HubSpot Tickets with ticket type (Incident, Problem, Change, Service Request, or custom) mapped to HubSpot pipeline and status. Priority maps to HubSpot Priority property. Assigned Agent maps to HubSpot Owner. We preserve the full ticket thread including internal notes and public replies, chunking threads with more than 50 entries to avoid HubSpot conversation API timeout. Vivantio ticket-created and ticket-updated timestamps migrate as HubSpot hs_ticket_createdate and hs_notes_last_updated.

Vivantio terminology varies: Customers, Callers, and Contacts all canonicalise to HubSpot Contact. We use the contact email address as the dedupe key, matching against HubSpot's existing contact records to avoid duplication. Name, phone, job title, and custom contact properties migrate to HubSpot Contact properties. Vivantio AD synchronisation links are noted and preserved as a reference for the customer to reconnect in HubSpot.

Vivantio Organisations map 1:1 to HubSpot Companies. The Organisation name becomes the Company name; domain becomes Website. We preserve the Organisation-to-Contact linkage so that the migrated contact records are associated with the correct parent Company on import.

Vivantio Agents map to HubSpot Users by email match. We extract the full agent roster including role assignments and field-level permissions. Concurrent license holders are flagged as a separate reconciliation item because HubSpot does not have a concurrent licensing model; these agents are mapped to standard named HubSpot User seats and the customer resolves licensing separately. Agents without a matching HubSpot User go to a provisioning queue before record import.

Vivantio Teams and Resolver Groups map to HubSpot Teams. We preserve team membership so that ticket assignment to a Vivantio team resolves to the equivalent HubSpot team. Workload balancing rules from Vivantio are noted as configuration items to be rebuilt in HubSpot routing settings.

Vivantio private and public Knowledge Articles migrate to HubSpot Knowledge Base articles. Article body, categories, publication status, and article visibility (internal vs customer-facing) map to HubSpot article state and knowledge base language settings. We recommend using HubSpot's pre-built Knowledge Base Importer for the final article load because it handles article formatting and category structure natively. We handle all pre-import extraction and transformation.

Vivantio SLA configurations with priority-based response and resolution windows and attached business-hour calendars migrate to HubSpot SLA policies (available on Service Hub Professional+). We map Vivantio priority levels to HubSpot SLA tiers and configure business hours from the Vivantio calendar definition. If the customer is on Service Hub Starter, SLA policies are noted as a reason to upgrade during scoping.

Vivantio custom fields created in the FLEX UI (non-legacy) map to HubSpot Contact, Company, or Ticket custom properties based on object association. Field type mapping follows: text to single-line text, textarea to multi-line text, dropdown to single-select picklist, checkbox to boolean, date to date. Custom property names are preserved with HubSpot's internal naming convention (lowercase, underscores for spaces).

Legacy custom fields from Vivantio Service Desk cannot be used in Business Rules, Roles and Permissions, or the Self Service Portal, and are not supported in FLEX UI. These fields cannot be used in HubSpot automations either. We detect them during discovery, extract their values into a temporary migration field, and surface them as explicit items requiring remapping to modern equivalents or archival. The customer must confirm the disposition of each legacy field before we load data.

File attachments on Vivantio tickets are extracted, downloaded with parent reference preserved, and re-uploaded to the HubSpot ticket record using the HubSpot Files API. Large file batches (over 500 attachments per migration run) are chunked to avoid API timeout. Inline images within ticket thread HTML are extracted as separate file references.

Vivantio's unlimited ticket types (Incident, Problem, Change, Service Request, and custom) map to HubSpot ticket pipelines. Each Vivantio type gets its own HubSpot pipeline with dedicated statuses. On Service Hub Professional+, Record Types provide additional type-level schema control. Status labels are matched to Vivantio category values so the agent experience mirrors the source.

Vivantio Workflows and Business Rules drive ticket routing, escalations, and automated actions. These do not migrate as automation code. We deliver a written inventory of every active Vivantio Workflow with its trigger conditions, action set, routing targets, and escalation thresholds, plus a recommended HubSpot Workflow equivalent. The customer's admin rebuilds them in HubSpot post-migration. Legacy custom fields that cannot be used in Vivantio Business Rules are explicitly called out in the inventory.

Vivantio's multiple Self Service Portals with per-team Service Catalog and request forms have no direct HubSpot equivalent in the same configuration depth. We migrate portal structure and form field definitions as a written configuration inventory. Visual branding elements are documented as out of scope. The customer's admin rebuilds portal routing and catalog items in HubSpot's customer portal settings post-migration.

Vivantio Active Directory connector links that synchronise contact identity must be re-established in HubSpot using HubSpot's native Active Directory integration or a third-party identity sync tool. The Vivantio ISC link instance name is preserved in our discovery report so that the customer can configure the equivalent in HubSpot. We do not migrate AD connector configuration as code.