How to move a Ticket without Conversation to Helpdesk

Service Hub Tickets & Conversations
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I’m close to move all Converations and Tickets to Helpdesk, but we also have Tickets without a Conversation, which were created manually.
How can i be sure that those Tickets will be moved to Helpdesk as well.

And i’m missing the feature to export my Tickets in Helpdesk, i don’t have any chance to control, if all of my Tickets (+15.000) has moved to Helpdesk after i start the Migration.

Hope, someone can help..

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Hey @JSchicht,

Welcome back!

Thanks for sharing the details on your setup! Moving 15k+ tickets is relatively large job, so completely understand you wanting to see exactly what’s transferring

A couple of resources that may be helpful as you work through this:

Tagging in some community experts who may be able to add to this!

Hey @EugeneAtKiwi, @danmoyle, @CarolinaDeMares – is there anything that you’d like to add here?

Thank you!!

Sam, Community Manager

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Hey @JSchicht

IIRC, you should see all your tickets in Help Desk regardless of how they were created (manually in HS UI or from a conversation). You’ll also still be able to get to tickets through CRM → Tickets if you’d want to check them outside of Help Desk. Also, I’d recommend checking the Migration expectations and behavior section in the article that @stassey mentioned, there are a couple of things to note like what happens with conversations without a ticket during that migration.

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Thanks for the tag @stassey :slightly_smiling_face:

Hi @JSchicht! I want to zoom out on this for a second, because I think the real unlock here isn’t the export steps. It’s reframing what’s actually happening.

This isn’t a migration in the way we usually use that word. HubSpot isn’t packing up the Ticket object and moving it somewhere new. What’s actually moving is a set of inbox channels and their conversations, from one workspace into Help Desk. Tickets come along for the ride only when they’re attached to one of those conversations.

That distinction matters a lot once you start asking “will my 15,000 tickets survive this.”

Here’s how I’d think about it. Every ticket in your portal falls into one of a few buckets:

  • Tied to a conversation on a channel that’s migrating. That one’s moving.
  • A conversation with no ticket. HubSpot will likely spin up a new ticket for it.
  • A ticket with no conversation at all, created manually, via import, workflow, or API. That one isn’t covered by either migration scenario. It stays a CRM ticket record, but it doesn’t get pulled into Help Desk the same way.

So as one of the folks staring down thousands of manually created tickets and wondering if they’ll just show up in Help Desk, the honest answer from the documentation is: don’t assume that. Standalone tickets need to be validated on their own, not lumped in with the conversation based ones.

Before you touch production, I’d get a baseline export of every Ticket ID from CRM, separate out the ones with no conversation attached, and run a small test batch through a channel migration so you can see where each type of ticket actually lands. Then ask HubSpot Support directly: what happens to a ticket that has no associated conversation when I migrate a channel. Get that in writing for your portal.

Hopefully that helps think through what this journey truly looks like, and maybe eases some of the migration anxiety.