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HubSpot Service Hub Data Migration Checklist

Data migration has always been a complicated process. Many companies tend to put off the transfer till the last minute to avoid the headaches and stress. As turns out, you don’t need to spend weeks on research and watch every single related video on YouTube. What you actually need, is a reliable third-party service that can take the matters in its own hand and provide you with the best data migration possible.

Help Desk Migration service fits just perfectly to that description. To top it off, we’ve prepared a detailed checklist, exclusive to HubSpot Service Hub, covering everything from A to Z to ensure that the whole transfer process runs smoothly.


Before we proceed further, we find it essential to mention the records that cannot be migrated over to HubSpot Service Hub. The reason is quite simple - for many, it can be a turning point. They are:

  1. Groups
  2. Inline Images
  3. Audit fields (however, it can be migrated during customized migration free of charge)
  4. ‘Created at’, ‘Updated at’, ‘Closed at’ in Tickets (except the dates in comments)
  5. Knowledge Base Data
  6. Tags
  7. CC in Tickets
While you can not transfer these records during a standard data migration, we always offer an opportunity for customized migration. If you feel like that’s exactly what you might need, simply contact our team in advance to discuss the peculiarities of the personalized transfer. One of our agents will get back to you, explain everything in detail, and answer all of your questions.

Before You Set up the Migration

When it comes to data migration, thorough preparation is a key to success. It may take up a lot of time, but the results will definitely be worth all the hassle. We tried to cover every inch of it, just to ensure that you’re satisfied with the experience. So, sit back, get your notebook ready and without further ado, let’s start.

1. Pick your сut-off date

While it may seem obvious and easy, you can’t just make a leap in the dark. There are quite a bit of subtleties and factors that you have to consider. First of all, starting from the cut-off date you should work solely on HubSpot Service Hub. No changes should be done on your old help desk to ensure that you won’t lose any important updates or records. Think of it as an archive, rather than a database (performing a data backup at this point wouldn’t be a miss). It’s important to close tickets before that date. Secondly, during the cut-off date, there will be downtime, which is why it’s important to aim for the day with the smallest amount of help-desk data connected workload.

Depending on the number of records you’re going to transfer, it may take up to 24 hours. There’s little you can do to speed the process, but you can certainly minimize the impact of downtime by taking the time to carefully pick a date.

Be sure to give you enough time to prepare for the transfer, because you certainly don’t want to rush things up when it comes to something like data migration.

2. Inform your colleagues

Unless you work in a super-small company, you probably have multiple teams in your office. Once the decision about the data migration has been made, it’s important to gather a company-wide meeting and talk through your plans. Give your agents heads up that they will need to start closing tickets before the cut-off date. Ask them to collaborate, prepare, and learn.

You won’t be able to handle everything single-handedly, so it would be great if you could distribute certain responsibilities. It can be as simple as filtering the data or examining the tickets after the Full Data Migration. We’ve learned through the years of practice, that everyone from sales to marketing team can contribute to the preparation process. Believe us, it’s vital for accuracy and productivity.

A tip from our team: People tend to forget stuff, that’s normal. To prevent someone from accidentally continuing working in your old helpdesk on a cut-off date, set a reminder a day before. It can be an email, a calendar event or whatever works for you the best.

3. Do a bit of cleaning up

Let us have a guess – upon transferring to HubSpot Service Hub you want your data to be neatly organized. But it will only be possible if you take the time to look through your data and get rid of unnecessary records. You may find a lot of things, like invalid emails, unassigned ticket conversations, and duplicates that are just hanging there, taking the valuable space.

Moreover, HDM Service charges per migrated record, so cleaning up the spam can significantly reduce your paycheck. Meaning, you get to pay less and have neat data as the end result (how amazing is that!).

Insight: Ask your agents who deal with the data daily to separate the essential items and decide what to delete. They certainly know what can and should be left out, especially if you haven’t used certain records for more than a year.

We understand that some may not have the extra time or human resources on hand. If that’s your case, opt for automated filtering. Drop us a line in advance and tell us the criteria you want your data to be filtered with, and our Migration Wizard will make sure you get what you ask for. It will cost some extra but can save you hours and hours of manual work.

4. Prepare HubSpot for migration

Before the migration even starts, you have to prepare HubSpot to successfully receive the data. We suggest you pay attention to the following:

1) Create corresponding custom fields. The purpose of custom fields is quite simple – to help you locate the data. Yes, you will not need to spend hours trying to find the needed records. But at first, you should recreate the identical types of custom fields to the ones you currently have. To do so in Hubspot, simply go to Settings > Properties > Select properties type > Create property.

how to create custom fields in hubspot

Note: HubSpot offers several property types and you have to pay close attention to choose the correct module.

2) Add agents. This is another important thing that has to be done in advance so our migration tool can link the tickets to appropriate users. Keep in mind that HubSpot Service Hub allows you to specify the level of access you will give to your users. So, to add an agent go to Settings > Users and Teams > Create user.

how to add agents in hubspot

Important: Agent profiles should contain the same email as in the source platform.

3) Сustomize your HubSpot Home page. HubSpot Service Hub is all about providing you with the best user experience possible. The software even went that far to offer complete page layout customization. Now, you can choose what fields (both default and custom) you will see on your records and rearrange their order to make it look like what you’ve used to have on your old help desk. To do so, go to Settings > Properties > Records customization > Actions > Edit.

how to customize layouts in hubspot

5. Learn about differences

You should not expect that your current help desk and HubSpot Service Hub will have the same characteristics. Each help desk is a unique solution that has its own limitations and differences. Thus, it’s important to study them in advance, to avoid any unpleasant surprises.

Before the Full Data Migration to HubSpot, you should know that:

  • Normally, you cannot migrate CC users. But what you can do is to migrate emails of CC users into a custom field instead. The same works for Audit fields and Tags.
  • HubSpot Service Hub stores ticket data in the Service module. You can find it under the sub-menu ‘Tickets’. All ticket-connected history is also stored there, making it accessible for different teams.
  • The ticket ‘Created at’ date will obtain the migration date, however, the dates of conversations and notes will migrate in a correct way (with the same dates as on the old help desk). Because of this limitation of the platform, you will not be able to sort tickets by date in HubSpot Service Hub.
  • Attachments will migrate as ‘Hidden’.
  • If you want to migrate the dates of creation, you should create a custom field with the type ‘Date’.
Make sure you have admin rights to both your accounts in the source platform and HubSpot Service Hub for migration to go through.

6. Contact HDM team

After you’ve completed all the previous steps, feel free to reach out to our team to discuss the definitive details about the upcoming migration. We will also coordinate your further actions, ensure that everything goes smoothly, and advise when any questions arise.

Remember, there's always a place for customization, like Tags or Audit field migration. We’re quite flexible when it comes to customizations, so if you value your time, drop us a line and we will take the matters into our hands.

You're Almost Ready

1. Turn off integrations

To avoid having a messy data migration, we recommend you to turn the integrations off before and during the transfer itself. It’s better to turn off the integrations only for a limited time than to end up with data full of duplicates. To do so, go Settings > Integrations > Connected apps.

how to turn off integrations in hubspot

2. Turn off the automatic association of contacts and companies

Once again, when the Automatic association of contacts and companies is enabled, you might end up with piles of duplicates after the transfer. To avoid that, go to Settings > Contacts & Companies > Companies. Find Automatically create and associate companies with contacts and switch off the toggle. More details here.

how to turn off automatic association of contacts and companies

3. Turn off ticket status automations before the migration to HubSpot Service Hub

There are several Automations in HubSpot Service Hub that can change the statuses of all tickets to “Waiting on contact” if it’s turned on. If you want to keep the original ticket status when migrating from your source platform to HubSpot, you should disable these automations before the data migration. Take a look at this article for a multiple-step visual guide.

4. Run a Demo

Instead of jumping right into Full Data Migration, we offer a demo transfer, which is probably one of the most essential steps to take. During the trial, we will transfer 20 random tickets from your old help desk to HubSpot Service Hub. The process should not take more than 5 minutes.

With Demo Migration, you're getting a unique chance to see how your data will look after the migration is over. The process is entirely free of charge and can be repeated multiple times. We strongly advise not to skip this step and make full use of it.

After the Demo Migration

1. Check the results in HubSpot Service Hub

Demo migration is the exact copy of Full Data Migration but on a smaller scale. It's essential to check if all tickets migrated accordingly. If something didn’t transfer during the trial, it would not be transferred during the actual process. We recommend you to take the time and check everything off that small portion of data transferred during the demo. Pay special attention to:

  • All Tickets along with their Type, Status, Priority, Source and Custom fields;
  • Agent assignment;
  • Audit fields and Tags (if you had a customized demo);
  • Whether any automations took action and email notifications got sent.

Check out the article on our website for a more detailed explanation of how to check the results of demo migration in HubSpot Service Hub.

2. Request a custom demo

If you have some tickets with more replies, attachments, or notes than your usual ones and want to see how they migrate over to HubSpot Service Hub, feel free to request a custom demo - we’ll transfer the specific ticket IDs that you want.

Simply contact our team beforehand to discuss all the details.

During the Full Data Migration

1. Keep in mind the basics

You're almost ready to initiate the migration. However, make sure one more time that you'll be running the Full Data Migration on a day with the smallest amount of incoming requests to prevent any interference in the process or data loss.

During the migration process, your presence may help a lot. We don’t mean you have to sit in front of the computer screen without a break. Just check on the process from time to time, or ask your team members to do so. As soon as something seems a bit off – inform us about it. On our side, we will try to do everything to resolve the issue instantly or coordinate your actions.

2. Don't make any last-minute changes

Seriously don't. Unless you want to deal with major headaches trying to resolve numerous problems. While things are in progress, what you are left to do is just wait and monitor the process from time to time. Even the smallest alterations can cause a thousand failures. Considering all the efforts put into the preparation, it wouldn’t be the best choice to make.

If it happens that you notice a problem during the migration process – please wait for data transfer to complete. Only then, you can either try to solve it by yourself or turn to the HDM team for help. As we’ve learned from our experience, most of the things can wait until after the Full Data Migration is complete.

Please, double-check that your source help desk is completely turned off, and no new data is coming in to prevent any mishaps.

3. Start Full Data Migration

After you’ve checked everything and feel confident about the results of demo migration, feel free to initiate the Full Data Migration. As soon as you press 'Start', each record will be transferred one by one. Depending on the number of entities you have, the process may take up to 24 hours.

An important thing to remember: The Full Data Migration will only start after the payment has been confirmed. The process of confirmation, however, may take some extra time so we advise you to pay in advance, especially if you have a definitive time you want to start at.

After the Full Data Migration

1. Take a detailed look

Right after it will say on the screen that Full Data Migration is complete, you can breathe out. Well, almost. There’s one more vital thing to do – to inspect if everything migrated correctly. If everything went smoothly during the demo migration, the chances are pretty high that the Full Data Migration would be as successful. But, when it comes to something as important as data migration, it’s better to be safe than sorry. So, look through everything, just like you did with the demo, but this time on a larger scale. You shouldn’t only pay attention to the number of entities but make sure they are readable and in place.

A proper inspection right after the Full Data Migration leaves a place for correction if noticed right away (within 5 days after the migration date). If you can’t locate something, don’t panic. First, check if search filters are set for all tickets and any time period. If after this the problem will still remain open, drop us a line. Our agents will be more than welcome to help.

2. Set up

You can now use HubSpot Service Hub to create and solve tickets, manage a business, and more. But to make it up and running to the fullest, don’t forget to enable all the notifications, and set necessary settings that you had to disable during the previous steps.

Wrapping It Up

That's it. We’ve covered all the essential steps needed to perform a data import to HubSpot Service Hub. If you follow everything precisely, your migration experience will be smooth and painless. Plus, with HDM you will have a team covering your back on every step of the way. Stop postponing your transfer and enjoy the amazing results.

If something wasn’t clear enough or you would like to talk to a specialist about the peculiarities of your data import to HubSpot Service Hub, click on the chat icon below. Our team is always ready to help.

More data migration checklists here.

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