Fra HubSpot
til Zendesk
Når supporten er vokset ud af Service Hub, men marketing og salg bliver i HubSpot
A good place to start, the wrong place to scale support
HubSpot Service Hub is attractive for good reason: if you already run HubSpot for marketing and sales, support sits right next door with the same contact data and no extra vendor.
That holds until support becomes a discipline of its own. Once you have volume, several channels, shift plans, SLAs, escalations and a need to measure more than ticket counts, Service Hub starts to feel like an add-on rather than a foundation.
The good news is that a switch is rarely dramatic. Data volumes are usually smaller than in a classic helpdesk, and HubSpot typically stays for sales and marketing while support moves over and is connected back through an integration.
Why do people leave Service Hub?
The typical turning points
Routing and prioritisation are too simple
When tickets need to be distributed by skill, language, product or shift, pipelines and simple rules are too coarse. Zendesk routing accounts for both skills and capacity.
SLAs and response times need real control
With proper SLA policies, business hours and escalations you can promise customers something concrete – and see whether you keep it.
Self-service has to carry more
Zendesk Guide is built for multiple brands and languages, with AI search and article suggestions right in the agent's ticket. That genuinely moves contact volume.
Support needs its own tool
Agents and salespeople have different needs. When support shares a system with marketing, support rarely wins the prioritisation.
What can be migrated?
How HubSpot objects translate into Zendesk
Tickets and pipelines
Tickets, statuses and forms
Pipeline stages usually become a combination of status and fields. That takes a decision, not just a copy.
Contacts and Companies
Users and Organizations
HubSpot normally keeps owning contact data. Zendesk shows it in the ticket via the integration.
Conversations inbox
Support, Messaging and Talk
Channels are reconnected: email, chat, social and possibly voice.
Knowledge Base
Guide / Help Center
Articles move with their structure. Remember redirects from old URLs if the knowledge base has organic traffic.
Snippets and templates
Macros
We clean up along the way – there is usually plenty nobody has used in years.
Workflows
Triggers and automations
Simple logic translates quickly. Workflows that also touch marketing should stay in HubSpot.
How a migration works
Five phases where you know exactly what happens when
Mapping
We review your current setup: channels, volume, workflows, integrations and the habits that aren't written down anywhere.
Designing the Zendesk setup
We design fields, forms, groups, SLAs and automations around your processes – not around a standard template.
Test migration
We move a subset of the data first so you can see and approve the result before we touch production.
Full migration and go-live
We run the full move, switch the channels over and are on hand the day you go live.
Training and adjustment
The team is trained before go-live, and we adjust views, macros and rules in the weeks after, once daily use shows what is missing.
What usually causes trouble
What to watch out for
The line between support and sales
In HubSpot everything sits on the contact. When support moves, it has to be clear who sees what and which data syncs back to HubSpot.
Chatflows on the website
HubSpot's chat widget has to be swapped for Zendesk Messaging. It is a small piece of site work, but it needs coordinating so you don't run two chats for a while.
Forms and entry points
Contact forms that create tickets in HubSpot today have to point somewhere new. We usually build a full list of every entry point before moving anything.
Reporting changes language
HubSpot reports and Zendesk Explore don't count the same way. Decide which metrics matter and recreate them deliberately, so you don't end up comparing apples and pears.
Why migrate with Available?
We have moved customer service departments between systems long enough to know that data is rarely what derails a project. It is the decisions nobody made along the way: who owns the customer, what should we stop doing, what do we do with the 400 macros nobody uses.
So we spend as much time on your processes and your team as on the move itself. A migration is the best opportunity you will get to clean up – and the worst one to waste copying old mess into a new system.
Connecting cables and hearts.
Frequently asked questions
Explore more
Related pages that can take you further
Has support outgrown HubSpot?
Let us look at your setup and assess whether a switch makes sense – and what should stay in HubSpot if it does.
Contact usSee all migrations to Zendesk