Freshservice to HubSpot
Cloud ITSM and service desk covering incidents, service requests, assets/CMDB, knowledge base and workflow automation.
Freshservice data can move into HubSpot, landing mainly in Service Hub. 2 of 8 mapped objects move directly (Tickets (incidents, service requests) and Requesters); 4 items need manual work and 3 do not move. Plan roughly 2-4 weeks for a small move and 8-16 weeks for a large one.
Migration checklist for Freshservice
Three phases, specific to this system. Tick steps off as you go.
Before
0 of 6 doneDuring
0 of 6 doneAfter
0 of 5 doneWhat will it take?
No price list: cost follows volume, custom objects and how much logic must be rebuilt. Answer four quick questions for a planning range.
The three scenarios
Small migration
Under 5,000 tickets
Standard fields, few attachments.
Mid migration
5,000-50,000 tickets
Conversations, attachments, pipeline and KB rebuild.
Large migration
50,000+ tickets
Engineer-led, regulated data, a split system of record with the CMDB.
What moves the number
Timeline ranges are planning estimates, not a quote. A partner confirms scope after discovery.
Access, mapping and limits
Start with how data leaves Freshservice: what you need to get in, what lands in HubSpot, and what will not.
REST API v2 (JSON over HTTPS)
Freshservice account domain and an API key for an agent/admin user.
The API key carries the permissions of its user, so use an admin or an agent with access to all tickets, requesters and solutions.
Per-minute and account-wide, varying by plan, with sub-limits per endpoint. Sources disagree on the per-plan numbers. Add-on packs raise the overall limit from 500 to 1,000 and from 1,000 to 2,000 per minute. Listing with ?include= embeds costs more credits.
Choose your route
How will you move the data?
No native connector was found.
- You need: Freshservice account domain and an API key for an agent/admin user.
- Permission: The API key carries the permissions of its user, so use an admin or an agent with access to all tickets, requesters and solutions.
Native imports often bring over only some data, so check coverage per object in the mapping below.
Export each object, clean it, then import it into HubSpot.
- Ticket export from list view (max 10,000 tickets per export)
- Analytics and scheduled exports (max 5 scheduled exports per module)
- REST API extraction of tickets, requesters, agents, assets and other resources, paginated at up to 100 per page
Limits: Per-minute and account-wide, varying by plan, with sub-limits per endpoint. Sources disagree on the per-plan numbers. Add-on packs raise the overall limit from 500 to 1,000 and from 1,000 to 2,000 per minute. Listing with ?include= embeds costs more credits.
Migration and sync tools can move more than a plain import. Confirm which objects each one supports before you choose.
Best when volume is high, custom objects are many or automation is heavy. That is the Large scenario: 8-16 weeks, usually phased.
Talk to a partnerWhere each object lands
In Freshservice
In HubSpot
Hover or tap anything on the left to see where it lands.
| Source object | In HubSpot | Moves | Notes |
|---|---|---|---|
| Tickets (incidents, service requests) | Tickets | yes | Map the Freshservice type, status and priority to a HubSpot pipeline, stages and properties. Keep the original ticket ID in a custom property. |
| Requesters | Contacts | yes | Requesters are separate from agents in the API. Match contacts on email. |
| Ticket conversations (replies, notes) | Notes | partial | Each reply or note would be created as a Note and associated to the ticket. Public replies could alternatively be loaded as Emails. Third-party tools list ticket notes as migratable. |
| Departments / requester companies | Companies | partial | Mapping depends on how departments or companies are modelled. Confirm in a demo migration. |
| Solution articles (knowledge base) | Custom objects | manual | Approved articles would be rebuilt in the HubSpot knowledge base. This is a category-level assumption, not confirmed by HubSpot docs. |
| Agents | Contacts | manual | Agents map to HubSpot users/owners, which are created by invitation rather than import. |
| Ticket attachments | Files | partial | Attachments must be uploaded individually and linked to records. Inline images need separate handling. |
| Assets / CMDB | Custom objects | no | The scope note says to retain CMDB and IT asset management in Freshservice. |
What to expect
The scope note says to retain these in Freshservice, because HubSpot has no ITAM/CMDB equivalent.
This is a Freshservice API limitation, not a HubSpot one. It is relevant if Freshservice is also a target.
These are configuration, not records, and have no direct import path into HubSpot.
Operational configuration is typically recreated rather than imported.
Only approved, current content should move.
Custom fields must be pre-created in HubSpot.
Users cannot be bulk-imported as records.
Use API-level or tool-based migration, and validate in a demo.
Page at 100 records, avoid ?include= on list calls, honour Retry-After, and ask Freshworks about a temporary limit increase or an add-on pack.
Use API extraction or date-segmented exports.
Dedupe on email and keep a requester_id to contact ID crosswalk.
Define system-of-record boundaries and keep ticket ID references.
Data governance and compliance
Decide what is allowed to move before anything is exported. Tick each gate once it is agreed.
How we researched this page
How much to trust each section, and where it comes from.
Freshservice API, auth, rate limits and export limits are backed by vendor docs (S1, S2). HubSpot-side mapping and Freshservice-to-HubSpot paths rest on third-party and category-level knowledge. No Freshservice-specific HubSpot guide was found, and the HubSpot docs weren't visited.
Sources
Related migrations
Frequently asked questions
How do I migrate Freshservice to HubSpot?
1. Confirm the Freshservice plan and its per-minute API limit, and ask Freshworks about a temporary increase for migration. 2. Generate an API key from an admin profile and test GET /api/v2/tickets and /requesters. 3. Decide which ticket types (incident, service request) and which date range move, and which stay with the CMDB. 4. Pull ticket_form_fields to list custom fields, then pre-create matching HubSpot properties.
What data can move from Freshservice to HubSpot?
These objects move directly: Tickets (incidents, service requests) and Requesters. Check the mapping table for partial and manual items.
What does not move from Freshservice to HubSpot?
CMDB, asset and IT asset management data, Original ticket created_at timestamps (when loading into Freshservice) and Workflow automator rules, SLAs, approvals, change/problem/release processes. Plan to rebuild or retire these.
How long does a Freshservice to HubSpot migration take?
Small (Under 5,000 tickets): 2-4 weeks. Mid (5,000-50,000 tickets): 4-8 weeks. Large (50,000+ tickets): 8-16 weeks. These are planning estimates, not a quote.
What access do I need to export from Freshservice?
Freshservice account domain and an API key for an agent/admin user. The API key carries the permissions of its user, so use an admin or an agent with access to all tickets, requesters and solutions.
What compliance issues apply when moving Freshservice data?
Check: Tickets may include credentials, security incidents, HR or health information, or financial data. and Employee data in HR service requests.. Agree consent, retention and access rules before exporting.
Moving Freshservice into HubSpot?
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