Migrate from Wolken Service Desk to HubSpot Service Hub

Wolken's Request is the primary ticket object and maps directly to HubSpot Ticket. We preserve Request status (open, in-progress, resolved, closed) as HubSpot Ticket pipeline stages, Request priority as Ticket priority, the assigned agent as Ticket owner, requester as Ticket contact, and all standard Request fields (subject, description, created date, updated date, closed date). Wolken's sub-status values are enumerated during scoping and mapped to HubSpot stage-specific properties or custom fields.

Wolken's Customer records map to HubSpot Contact with a parallel Company record created from the Customer's organization name or domain. If Wolken stores separate contact and account records, we split them into HubSpot Contact and Company objects. The mapping uses email as the primary dedupe key and resolves Company associations before Contact import to satisfy the lookup dependency.

Wolken Agent profiles (name, email, role, team assignment, availability) map to HubSpot Users. We match Agents to HubSpot Users by email during migration. Any Agent without a matching HubSpot User is placed in a reconciliation queue for the customer's admin to provision before record import resumes. Team structures from Wolken map to HubSpot Teams where applicable.

Wolken SLA Policy definitions (response and resolution time windows per priority or category) are exported as metadata and documented as HubSpot Service Level Agreement configurations. HubSpot SLAs are tied to inboxes and business hours per pipeline. We deliver a written mapping of each Wolken SLA tier to its HubSpot SLA equivalent, noting that SLA enforcement automation must be rebuilt as HubSpot Workflows or manually applied per inbox.

Wolken exposes attachment references per Request but provides no bulk blob-export endpoint. Each attachment must be resolved individually by ID. We pre-scan all attachment references during scoping, estimate per-file resolution time, and advise on total timeline impact. Attachments are uploaded to HubSpot via the Files API and linked to the corresponding Ticket conversation entry. Large file attachments or migrations with thousands of files can extend the timeline significantly.

Wolken's Request Metadata API exposes dynamic custom fields defined per Request type. We export the full metadata schema during discovery and create equivalent custom properties in HubSpot before migration. Custom property types (string, number, date, select, multi-select, checkbox) are mapped to HubSpot's corresponding property types. Any picklist-style custom fields in Wolken are enumerated and set as HubSpot select or radio-button properties.

Wolken Knowledge Base articles (title, body, publication status, author, category) map to HubSpot Knowledge Base articles. Article body migrates as rich text. Publication status (published, draft, archived) is preserved in HubSpot's article state. Category hierarchy migrates to HubSpot article folders; the customer configures folder permissions manually post-migration. Articles with gating or access-control requirements are flagged as requiring HubSpot portal permission configuration.

Wolken Request comments map to HubSpot Ticket conversation entries. Public-facing comments become HubSpot conversation entries visible to the requester via the customer portal. Internal notes from Wolken become private conversation entries in HubSpot. Comment author maps to the HubSpot User record; comment timestamp preserves the original created date for timeline accuracy.

Wolken Request categories map to HubSpot Ticket pipelines. If Wolken has multiple category types (IT, HR, Facilities, Finance), we recommend creating separate HubSpot Ticket pipelines per category so that stage values, SLAs, and routing rules remain scoped per service type. Each Wolken sub-status within a category maps to a specific HubSpot stage within the corresponding pipeline.

Wolken Forms act as structured intake channels that route submissions to specific Request types. We export Form field definitions and note that routing logic tied to Forms must be manually rebuilt in HubSpot using HubSpot Forms and the associated Workflow that triggers on form submission. Form-to-Request type routing has no direct equivalent in HubSpot and requires admin configuration post-migration.

Wolken customers with portal access map to HubSpot Contacts with customer portal association. HubSpot's customer portal (available on Professional and Enterprise) provides the self-service experience Wolken customers use for ticket submission and KB article access. We preserve the customer's email, name, and company association during import and flag any Wolken-specific permission groups that require manual reconfiguration in HubSpot's portal settings.

Wolken workflow rules for ticket routing, auto-categorization, and SLA enforcement do not migrate as automation code. We deliver a written inventory of every active Wolken workflow rule with its trigger conditions, actions, and a recommended HubSpot Workflow equivalent. The customer's admin or a HubSpot partner rebuilds these post-migration. Workflow migration is out of scope for the data migration engagement.

Wolken automation rules and escalation sequences do not migrate to HubSpot Sequences because the cadence models differ. We deliver a written inventory of Wolken automation sequences with their escalation logic and recommended HubSpot Sequence or Workflow alternatives. The rebuild is outside the migration scope.

Wolken Request lifecycle events (status changes, assignment changes, SLA breach events) are exported as activity records and mapped to HubSpot Ticket engagement history. We preserve the timestamp, actor (agent or system), and event type for each lifecycle event. These render in HubSpot's timeline as internal notes or activity entries.

Wolken's reporting and dashboard configurations do not migrate as report definitions. We deliver a written inventory of Wolken report types (ticket volume, SLA compliance, agent performance, category distribution) with the equivalent HubSpot native report or custom report builder recommendation. The customer or a HubSpot partner rebuilds reports post-migration.