Migrate from Zoho Desk to HubSpot Service Hub

Zoho Desk Tickets map directly to HubSpot Tickets. We map Zoho status values (Open, Pending, On Hold, Closed, etc.) to the corresponding HubSpot pipeline stage using a status mapping table agreed upon during scoping. Priority, category, and sub-category from Zoho migrate as custom properties on the HubSpot Ticket. The Zoho ticket number is preserved in a custom property zoho_ticket_number__c for reference. Any multi-level escalation matrix configurations in Zoho are documented as ticket routing notes for the customer's admin to rebuild in HubSpot Workflows.

Zoho Desk Thread history including internal notes, public replies, and email body migrates to HubSpot Ticket Conversation records in chronological order. We export threads with the original timestamp and author email, then resolve the author to a HubSpot user record by email match. Any private notes in Zoho labeled as internal become HubSpot internal Ticket Logs. Inline attachments referenced in threads migrate as Ticket Attachments on the corresponding HubSpot Ticket.

Zoho Desk Contacts map 1:1 to HubSpot Contacts. We use email address as the dedupe key during import. First name, last name, phone, job title, address, and any custom contact properties migrate to corresponding HubSpot Contact properties. Zoho Contact tags migrate to HubSpot Contact Tags. If the Zoho Contact is linked to a Zoho Account, we resolve the Account-to-Company relationship before Contact import so that the HubSpot Contact has the correct Company association.

Zoho Desk Accounts (Organizations) map to HubSpot Companies. We use the Account domain or name as the dedupe key. Account name, industry, website, phone, address, and custom fields migrate to the corresponding HubSpot Company properties. Multi-department accounts in Zoho Desk create multiple Company records in HubSpot or a single Company with department noted in a custom property, depending on the customer's preferred structure chosen during scoping.

Zoho Desk Products are lookup objects linked to tickets for warranty and entitlement tracking. They carry name, SKU, description, and custom fields. We migrate Products as HubSpot Products and create Standard Price Book entries so that the Product can be linked to Tickets in HubSpot for service entitlement verification. Product-Contact associations in Zoho migrate to HubSpot association records.

Zoho Desk Tasks are sub-objects of Tickets representing action items and to-dos. We export task subject, due date, assignee (resolved by email to HubSpot User), and status. Tasks without a parent ticket in Zoho are flagged during scoping for manual placement in HubSpot or association with the relevant Contact or Company record. Completed status migrates to HubSpot Task with closed date preserved.

Knowledge Base Articles in Zoho Desk (title, body HTML, author, category, tags, publication status) migrate to HubSpot Knowledge Base Articles. HTML content transfers as-is; embedded images are extracted, uploaded to HubSpot file storage, and the URLs updated in the article body. Zoho help center categories map to HubSpot article categories. Publication status is preserved as draft or published. The Zoho multi-brand help center structure is mapped to HubSpot knowledge base portals during scoping.

Zoho Desk Departments are organizational containers that route tickets and assign agents. We migrate department structures and map them to HubSpot Teams for routing. Each Zoho Department email address becomes a HubSpot Inbox routing rule. Multi-department accounts require Team configuration in HubSpot Service Hub before agent assignment migration. The customer configures HubSpot Teams post-migration to align with their routing preferences.

Zoho Desk Agents are the billing unit and carry name, email, role, and department assignment. We migrate agent records and preserve comment ownership by matching email addresses to HubSpot Users. Inactive Zoho Desk agents are imported as inactive HubSpot Users to preserve historical attribution. Agents without a matching HubSpot User email go to a reconciliation queue for the customer's admin to provision before record import resumes.

Zoho Desk Teams are agent groupings used for ticket assignment and workload balancing. We migrate team membership and map team-ticket assignment rules to HubSpot Teams and routing settings. Teams without members are skipped to avoid orphaned routing rules. The Zoho team-lead designation maps to a HubSpot User with the relevant Team assignment.

Tags in Zoho Desk are flat labels applied to Tickets and Contacts. We export tag names and apply them to the corresponding records in HubSpot. Tag-based automations in Zoho Desk (routing rules, notifications triggered by tags) are non-transferable and are documented as a Workflow rebuild item in the automation inventory. Zoho tag color metadata does not have a HubSpot equivalent and is excluded.

Custom fields on Tickets, Contacts, and Accounts in Zoho Desk are exported with their data types (text, picklist, date, number). We pre-create corresponding custom properties in HubSpot using the HubSpot API before migration. Picklist values are mapped using a value translation table. Date fields use ISO 8601 format. Number fields migrate directly. Any Zoho field validation rules (required, format) are documented as notes for HubSpot property configuration but cannot be enforced during import.

Ticket and KB article attachments in Zoho Desk are stored as file references. We extract file URLs, download attachments to temporary storage, and re-upload them to HubSpot. The 10GB Zoho Desk upload batch ceiling applies to inbound migrations; we audit total attachment volume during scoping and propose file-splitting or selective attachment exclusion if the threshold is breached. Files exceeding HubSpot's 10MB per-attachment limit are flagged for the customer's admin to host externally and link via URL.

SLA Policies in Zoho Desk define response and resolution time thresholds linked to ticket priority or category. We export the SLA configuration and the mapping of which tickets reference which policy, but SLA enforcement rules do not transfer via API. We document the SLA threshold values (first response time, next response time, resolution time by priority) in a configuration guide for the customer's admin to re-enter in HubSpot Service Hub SLA Settings. SLA breaches recorded in Zoho migrate as Ticket custom properties, not as active SLA instances.

Blueprints are Zoho Desk-specific workflow state machines that enforce ticket progression through defined stages. They have no public export endpoint and cannot be migrated as code. We document the Blueprint stage definitions, transition rules, and conditions in a written workflow inventory for the customer's admin to rebuild in HubSpot Workflows. We explicitly scope Blueprints as excluded objects in the migration plan.