Improving Zendesk to Help Desk Ticket Migration

What is it?

Customers can now more easily migrate their customer support ticket data from Zendesk into Service Hub using the Smart Transfer platform. This new functionality enables the migration of the full historical ticket conversation threads between support teams and customers - closing a long-standing gap in HubSpot's ticket migration capabilities. Migrated conversations will:

Appear like native threads in the Help Desk
Be associated to migrated tickets
Retain all necessary associations in HubSpot

Why does it matter?

As more customers move from mature support tools like Zendesk to HubSpot's Service Hub, the ability to seamlessly migrate historical support data is becoming increasingly critical - particularly for upmarket teams managing large volumes of tickets and conversations. While HubSpot currently supports basic ticket data import, until now there was no way to bring in historical conversations in a way that appeared and functioned like native threads in the Help Desk. This gap created poor agent visibility into past interactions, broken customer experiences, and significant friction during onboarding. By enabling a more complete transfer of support context, this feature helps ensure smoother migrations, better continuity for support teams, and a more consistent experience for customers.

How does it work?

Customers can access the Smart Transfer tool under the Data Management menu in the far lefthand sidebar, and clicking on Data Integration. The Smart Transfer tool will be visible on the far righthand side.

Clicking through on the "Transfer data" button will bring the user into the Smart Transfer tool. There, users can:

Choose the Zendesk Data Sync app
Pick up where you left off from any previous transfers
Watch a series of short Academy guide videos to explain the process

After installing the Zendesk Data Sync app, users are guided through audit, configuration, sync and clean-up steps to perform a data transfer, including migrating Zendesk tickets to HubSpot. As part of the sync process, there is an option to transfer additional data, including the conversation history associated with migrated tickets.