HubSpot Service Hub — Migration Reference

HubSpot Service Hub — Migration Support Overview

Role in migrations

• Staff (HD): supported as both (source and target).
• Company (HD): supported as both (source and target).
• Contact (HD): supported as both (source and target).
• Ticket (HD): supported as both (source and target).
• Category (KB): supported as source (source and target).
• Folder (KB): supported as source (source and target).
• Article (KB): supported as source (source and target).
• Conversation (HD): supported as source (source and target).

Field-level support migrating FROM HubSpot Service Hub (Ticket)

Field-level support migrating TO HubSpot Service Hub (Ticket)

Field-level support migrating FROM HubSpot Service Hub (Company)

Field-level support migrating TO HubSpot Service Hub (Company)

Field-level support migrating FROM HubSpot Service Hub (Contact)

Field-level support migrating TO HubSpot Service Hub (Contact)

Field-level support migrating FROM HubSpot Service Hub (Article)

Field-level support migrating FROM HubSpot Service Hub (Conversation)

Migration options available for HubSpot Service Hub

• Migrate the newest records first - applies to: source (Ticket), source (Conversation)
• Retain multi-company contact associations - applies to: both (Contact)
• Select records for Demo - applies to: source (Ticket), source (Conversation)
• Migrate records associated with tickets - applies to: source (Company), source (Contact)
• Inline images in tickets - applies to: source (Ticket), source (Conversation)
• Skip ticket attachments - applies to: source (Ticket), source (Conversation)

HubSpot Service Hub — Setup & How-To Guide

For more information: https://help-desk-migration.com/help/hubspot-service-hub-migration-guides/ , https://help-desk-migration.com/help/hubspot-service-hub-data-migration-checklist/

How to disable automatic association of contacts and companies in HubSpot Service Hub?

If you have the Automatically create and associate companies with contacts setting enabled, HubSpot will check domains of contacts' email addresses and create companies if it doesn’t find an existing match. With that setting enabled, after the migration, you will see new companies that HubSpot has automatically created.

Leaving the "Automatically create and associate companies with contacts" setting on may also result in duplication of data, therefore we recommend disabling this feature before and for the time of migration.

How to disable the "Automatically create and associate companies" setting

Step 1. In the top right corner, select Settings.

Step 2. Under Settings, go to Data Management.

Step 3. Open up a drop-down and click on Companies.

Step 4. Find Automatically create and associate companies with contacts and switch off the toggle (you know it's off if it's gray).

HubSpot will automatically save your changes. Now, you may continue your data migration.

How to disable ticket status automations on HubSpot Service Hub?

HubSpot Service Hub has several Automations that can change the statuses of all tickets to “Waiting on contact” if it’s turned on. To keep the original ticket status when migrating to HubSpot, disable these automations before starting your data migration.

Here’s the instruction for disabling these Automations:

1. Login to your HubSpot Service Hub account.
2. Go to Settings in the main navigation bar.
3. Choose Tickets under Objects in the left sidebar.
4. Click on the Pipelines tab.
5. In the Select a pipeline section, choose the required ticket > pipeline.
6. Then go to the Automate tab.
7. Hit Additional status automation to expand more automation settings.
8. Check all trigger actions when a ticket reaches a certain status.
9. Then, click the Open in Workflows under a specific trigger action.
10. Select the workflow name.
11. Then disable the "Workflow is ON" switch located in the upper > right corner.
12. Repeat this process for every trigger action and its workflow.

Note: Once the Full Data Migration is complete, you can re-activate all workflows.

How to calculate contacts in HubSpot Service Hub?

HubSpot Service Hub allows you to track the total number of contacts and apply filters and views to count specific contacts.

1. Open the Contacts dropdown menu and select Contacts.
2. Find ‘View contacts in the Data Model.’
3. Click and Open Data Model.
4. Click on Contacts and find the total number of contacts.
5. Use views and filters to calculate specific contacts.

How to calculate conversations in HubSpot Service Hub?

Once you filter conversations by status, channel, contact, assignee, or date, HubSpot counts them for you.

1. Go to CRM, and choose Inbox.
2. Apply filters to find specific conversations.
3. Check the number of conversations above the conversation list.

Why I can’t see Tags in HubSpot Service Hub?

When migrating from your source platform to HubSpot Service Hub, you need to set up ticket tags for your pipelines. This way, Migration Wizard can retain the source tags in your HubSpot account.

Keep in mind the following peculiarities:

1. To create ticket tags, you need a Service Hub subscription. Starter subscriptions allow tags that apply to all pipelines, while Professional or Enterprise subscriptions enable creating tags for individual pipelines.
2. Each account can have a maximum of 10 tags per object, and super > admin permissions are required to create or edit object tags.

Here’s how to create ticket tags in HubSpot:

1. Hover over to the Settings icon in the main navigation bar.
2. Go to Objects > Tickets in the left sidebar menu.
3. Click on the Pipelines tab.
4. Select Customize ticket tags.
5. Click on Add tag to create a new object tag.
6. In the right panel, set up the object tag settings:
   1. Enter a name and an optional description for the object tag.
   2. Choose a color from the dropdown menu to assign to the object tag.
   3. By default, an object tag applies to all pipelines. For specific pipelines (Professional or Enterprise only), select Specific pipelines, and choose the checkboxes for the pipelines where you want the object tag to appear.
7. Click Next: Add Filters.
8. Set up filters for when the object tag should appear on a ticket card:
   1. Click +Add filter to add the first filter group.
   2. Search for and select a property, then set the criteria based on that property.
   3. Click +Add filter to add additional criteria within a group. All criteria in a group must be met for the object tag to appear (AND logic).
   4. Hit +Add filter group to create a new group with its own criteria. At least one group's criteria must be met for the object tag to appear (OR logic).
9. Your changes are saved automatically. To undo changes, click Discard changes. For new object tags, this clears all filters, and for existing object tags, it reverts to the previously set filters.
10. Click Next: Review Tag.
11. Preview how the object tag will appear on a deal or ticket card, review the settings and filters.
12. Finally, click Save to apply the changes.

Note: If you want to show your ticket tags in a list or board view, you need to do additional settings.

How to create users in HubSpot Service Hub?

To create new users in HubSpot Service Hub, first of all, make sure that you have the necessary Add and Edit users permission. Admins have this permission by default. All the other users have to be granted this permission to be able to add new users. So, if you’re not an Admin, here’s how to give the Add and edit users permission:

1. Go to Settings.
2. Go to Users & Teams tab and click on the name of the user you want to enable the permission.
3. From the Actions drop-down list, choose Edit.
4. Select Make Super Admin and click Save.

Now, you have the necessary Admin permissions to add new users to your Service Hub.

So, let’s finally see how to add a new user to the system:

1. Again, in your HubSpot account, go to Settings and then, Users; Teams.
2. In the top-right corner, click Create user.
3. You can manually input one or several email addresses for all the users you want to add to your Service Hub. Or, you can import multiple users at once with a CSV file by clicking on the corresponding button. When you’re ready, click Next.
4. On this step, grant the access and permissions you’d like to give to this user.
   Important: If you’re adding multiple users, the permissions will be set for all the users from the list.
5. Finally, click Send in the last page, to send a welcoming email to the users and give them access to your account. Each email should contain their HubSpot password. Now, the users can log into HubSpot and set up their accounts.

Hubspot Service Hub Migration Limitations

1. HubSpot Service Hub stores ticket data in the Service module, accessible under the 'Tickets' sub-menu. This includes all ticket-connected history, making it available to different teams.
2. Direct migration of CC users is not supported, but you can import their email addresses into a custom field.
3. Tags cannot be migrated directly, but you have the option to import them into a custom field.
4. HubSpot Service Hub has content restrictions, and some tickets may be skipped due to these rules. The Migration Wizard cannot bypass these rules, but it can still migrate such tickets without their HTML content if necessary.
5. Attachments are migrated as 'Hidden', but you can customize their import to place all attachments into a separate folder if you provide the folder's ID.
6. When a contact record is created in HubSpot Service Hub via the API, the Migration Wizard will copy both the first name and last name. If either of these fields is missing in the source platform, they will be filled with the word 'Empty' during the HubSpot migration.
7. During the HubSpot migration process, all tickets are migrated into a single pipeline. If you need to map your source groups to different HubSpot pipelines, custom migration may be required to achieve this.
   Tickets migrate from HubSpot from all pipelines by default. Migrating to HubSpot defaults to a single pipeline, since each pipeline has its own set of statuses. Migrating into multiple pipelines within one migration can be done as a custom migration, provided the client supplies a status mapping for each target pipeline.
8. Tickets and conversations both migrate from HubSpot; only tickets migrate to HubSpot.
9. When migrating to HubSpot, comments on migrated tickets need to be viewed under Tickets, not Conversations.
10. Comments can't be added to already-migrated tickets. If a client replies to a migrated ticket's thread, HubSpot will create a new ticket instead — this is a HubSpot limitation.
11. Only published articles migrate from HubSpot; Draft articles don't migrate.
12. From HubSpot Service Hub, the folder and category count always returns 1 — only categories/folders associated with articles are read, and although the migrated data reflects those associations correctly, the entity count always shows 1.
13. If the article count from HubSpot comes back as zero, ask the client whether their Knowledge Base is set to public.
14. There are specific quirks with migrating locales — they come back as separate articles from the HubSpot source, and their languages need to be set on our side for them to be read.