You may already be on HubSpot's Sales or Marketing platforms, and now you are considering moving your helpdesk to HubSpot's Service Hub. It is possible to migrate historical customer support data into HubSpot's Service Hub, and it's not too different from a CRM migration. If you've read our guides on planning a migration project
you are already ahead of the curve. Here we'll provide a brief overview of the specifics to migrating helpdesk data over to HubSpot. Where will my data appear in HubSpot?
HubSpot Service Hub stores ticket data in the Service module, under the sub-menu labeled "tickets" (note, this is not the same as conversations!). You will also see the ticket history on the associated contact record. So, if you are using HubSpot CRM or Marketing and are viewing a contact record, you will have a one-stop-shop for all the history related to them, including their support activity. How to time your helpdesk switch to HubSpot
This is perhaps the most critical element of your helpdesk migration - timing. You want to minimize downtime, for both your customers and your agents who need to serve them.
There are a few key components that affect the timeline you will need to create for your project:
What data can be imported?
- How long the actual migration will take:
This means that once you "turn off" your old helpdesk system and route all communication to HubSpot, how long will it take to move all your users and ticket history over? This will depend on the speed of export from your old helpdesk, as well as the number of records you have to migrate. On average, an import runs at a speed of about 50,000 tickets per day.
- How much time you need for your preparation steps:
Once you know how long it will take to execute the migration, assess how long you will need to take concreate steps to prepare for the switch. This means routing all your communication channels into HubSpot. It also includes communicating to your support team when their final cut-off time is to work on tickets in your old helpdesk. The goal here is to ensure that once your migration begins, there is no chance that a new ticket will be created in your old helpdesk, and that agents are not making updates to existing ones.
- Make time for testing:
This timing can look different for every company, but you want to ensure you have dedicated time before your intended deadline to test the data imported into HubSpot Service Hub. At a minimum, set aside a few days time, which ensures both that there is time to import test data, and that you and any key stakeholders have time to review those test results.
Like any other helpdesk migration, the data that will be migrated into HubSpot Service Hub includes:
- Contacts - these will automatically be deduplicated by email address if you already have existing contacts in your HubSpot database. So, if you have an existing contact in HubSpot and they have incoming ticket history, you will see this added to their record.
- Companies - these will be linked to the contacts exactly as they were in your previous helpdesk
- Tickets - this includes the full ticket history, and any attachments that were uploaded to the ticket thread
You may have other items in your old helpdesk, like reports, or saved replies/macros, views, etc. that you wish to keep. These are a part of your helpdesk setup, so they will need to be setup again in HubSpot Service Hub. They are not actual records, and so are not included in the migration of your data.
You will also need to setup your users (agents) in HubSpot, so they can be assigned their tickets, as they were in your old helpdesk.
If you have more questions about importing into HubSpot's Service Hub, please don't hesitate to reach out to us