Short answer
Migrating from Zendesk to HubSpot Service Hub moves tickets, conversations, users, organizations and help center articles into HubSpot tickets, contacts, companies and the knowledge base, so service teams work in the same CRM as sales and marketing.
Why firms make this move
Consolidating help desk and CRM removes integrations and gives service reps full relationship context. The main work is mapping ticket fields and statuses, migrating history and rebuilding macros, SLAs and routing.
What moves
- Tickets with comments and attachments
- Users and organizations as contacts and companies
- Help center articles
- Macros as snippets or templates
- Ticket fields, statuses and tags
How the data maps
| From | To |
|---|---|
| Ticket | Ticket |
| User | Contact |
| Organization | Company |
| Article | Knowledge base article |
| Macro | Snippet / template |
| Trigger | Workflow |
What to watch out for
- Ticket comment history volume
- Attachment storage
- SLA and routing rules to rebuild
- Customer-facing links to old help center
How Vantage Point runs the migration
- Inventory and design pipelines
- Map fields and statuses
- Migrate history and articles
- Rebuild routing, SLAs and automation
- Redirect help center URLs
- Go live and hypercare
Typical timeline
Typically 4 to 8 weeks.
Frequently asked questions
Does ticket history migrate?
Yes, including comments and, where needed, attachments.
What about our help center links?
We migrate articles and set up redirects so existing links keep working.