Gladly to HubSpot Service Hub Migration

MIGRATION OVERVIEW

Why teams migrate from Gladly to HubSpot Service Hub

The core problem

Migrating from Gladly to HubSpot Service Hub requires a fully custom, API-based migration with no native export path between the two platforms. The fundamental architectural mismatch is significant: Gladly operates on a ticketless, continuous customer timeline model where all channel interactions are appended to a single profile, while HubSpot uses a relational CRM model where each support issue is a discrete Ticket object associated with Engagements and Contacts. Translating Gladly's timeline into HubSpot's relational structure requires deliberate data modeling decisions, specifically how to slice continuous conversation history into discrete tickets. Custom engineering work includes API-based extraction with hard pagination caps, attachment re-hosting, timestamp preservation via HubSpot's Import API, programmatic association creation, and a full rebuild of routing logic, SLAs, and automation workflows.

Why this matters for your migration

KEY CHALLENGES

What makes this migration complex

These are the architectural mismatches and technical hurdles specific to a Gladly to HubSpot Service Hub migration.

Most Critical

Silent API Data Truncation

Gladly's REST API hard-caps responses at 100 conversations per customer and 1,000 items per conversation with no pagination, silently dropping older records and signaling loss only via the 'Gladly-Limited-Data' response header, which must be explicitly checked on every request.

Blocks all downstream imports if mapped wrong

Timeline-to-Ticket Data Modeling

Gladly's continuous, channel-agnostic customer timeline must be deliberately sliced into discrete HubSpot Ticket objects, requiring architectural decisions that directly impact downstream reporting accuracy on ticket volume, resolution times, and topic distribution.

Terminology and Entity Mismatch

Gladly's 'Contact' entity represents a channel session rather than a person record, and incorrectly mapping it to a HubSpot Contact instead of the Gladly 'Customer' entity results in duplicate person records, broken CRM associations, and corrupted reporting.

Attachment and Media Re-Hosting

Gladly's Export API does not include file attachments or voice recordings, requiring separate REST API calls to retrieve binary assets and a re-hosting process to serve them from accessible URLs before they can be associated with HubSpot Engagements.

Dual API Strategy Requirement

No single HubSpot API handles the full load: historical timestamps on Contacts and Tickets require the Import API, while Engagements and Ticket-to-Contact associations must be created programmatically via the CRM API and Associations API respectively.

Workflow and Routing Reconstruction

Gladly's conversation routing rules, SLA policies, macros, and People Match logic have no export format and no direct HubSpot equivalent, requiring a complete manual rebuild in HubSpot's workflow engine and Help Desk configuration.

MIGRATION RISK ASSESSMENT

Every migration risk, already solved

Migration between platforms is full of edge cases. Our engineers have identified every risk from Gladly to HubSpot Service Hub and built proven solutions for each one.

High complexity

Conversations (Tickets)

The 100-conversation-per-customer REST API cap with no pagination means high-volume customers will have their oldest conversation history silently truncated unless the 'Gladly-Limited-Data' header is detected and the Export API or Gladly Support is engaged as a fallback.

Solved
Conversation Items (Engagements)

The 1,000-item-per-conversation hard cap with silent truncation, combined with the need to map each item type (email, chat, SMS, voice, social, note) to a different HubSpot Engagement type, creates both data-loss and data-fidelity risk during transformation.

Solved
File Attachments

Attachments are entirely excluded from Gladly's Export API and must be individually retrieved via REST API calls and re-hosted externally, making them one of the most labor-intensive and failure-prone entity types in the migration.

Solved
Routing Rules and Workflows

Gladly's conversation routing logic, SLA configurations, and People Match relationship-routing have no exportable format and no direct HubSpot equivalents, meaning all operational automation must be fully rebuilt from documentation rather than migrated programmatically.

Solved

Custom engineering

Customers (Contacts)

Gladly merges all channel identities into one Customer profile, but HubSpot deduplicates on email address, so customers with multiple emails or missing email identifiers may result in duplicate or orphaned Contact records.

Handled
Custom Attributes (Custom Properties)

Simple Gladly Custom Attributes map to HubSpot Custom Properties, but complex relational attributes require HubSpot Custom Objects which are only available on Enterprise tier, potentially requiring a tier upgrade or data model compromise.

Handled
Agents (Owners)

HubSpot Owners must be provisioned in the destination account before any Ticket or Engagement import runs, and agents whose email addresses differ between systems will cause assignment failures requiring a manual identity mapping table.

Handled
Tasks

Tasks are not included in Gladly's Export API and must be extracted entirely via separate REST API calls, adding extraction complexity and risk of omission if the task backfill step is not explicitly included in the migration pipeline.

Handled
Answers (Knowledge Base Articles)

Public-facing Gladly Answers map to HubSpot Knowledge Base Articles and internal macros map to Snippets, but both require HubSpot Service Hub Professional or higher, and rich formatting or embedded media in articles may not transfer cleanly.

Handled

Clean transfer

Topics (Tags/Properties)

Gladly Topics are flat labels on Conversations and map predictably to HubSpot Tags or a custom multi-select property on Tickets, with low structural complexity and minimal transformation logic required.

Clean

What Our Customers Say

Real migration stories

Direct Review

“Fantastic at both guiding us through the process and helping us fix things as they come up and dial them in.”

Reviewed on G2

“The ease of the process and that ClonePartner was informing me what was going on at every step. If you're on the fence, do it. ClonePartner are great!”

Direct Review

“They were SO helpful. We had a few hiccups because our migration was in the middle of the process, but they were really flexible and did multiple delta migrations for us. We were able to map a lot of our old ticket data so it's usable for comparisons in the future.”

Direct Review

“Overall a great experience. We had to go back a few times to get everything just right, which was totally expected. The transition was smooth, and there was no data loss.”

Direct Review

“One of the easiest migrations I've ever been through. The team took care of everything — all our data, customer interactions and macros. The process was clear, straightforward and we felt supported all the way. An absolutely seamless experience for our support team and our customers.”

See all customer stories →

CUSTOM MIGRATION

Fully customizable engineer-led migration

Tailor your migration from Gladly to HubSpot Service Hub exactly to your needs with our flexible customization options. Our experts will configure the perfect migration plan for your business.

Migration Filters

Data Types

ZERO DOWNTIME

Your timeline. Our engineers.

A dedicated engineer runs your migration, planned around your schedule and your data.

No babysitting a wizard. Avoid debugging errors yourself.

Looking for a more detailed migration timeline?

Contact our team

Speed

The migration timeline depends on both our turnaround time and yours.

We can complete a migration in under a day when the accounts are connected and the sample migration is approved promptly.

Background Sync

We also support migrating the newest records first, so you can go live faster while the rest of the data is synced in the background.

Data Volume Impact

Larger data volumes may require longer migration windows.

Continuous Operation

Weekend migrations minimize disruption to your customer service operations.

MIGRATION TIMELINE

Your Gladly to HubSpot Service Hub migration, step by step

See how long your migration will take from start to finish. Drag the slider to estimate based on your data volume.

How many records are you migrating?

<10K 50K 100K 250K 500K 1M 2M 5M 10M+

Checklist ~3 days

Sample 1 day

Review ~2 days

Full 2 days

Delta 1 day

Your team ClonePartner

Estimated total

~9 business days

Migration Checklist

1 day · ClonePartner ~2 days · Your team

We prepare the optimal data mapping as a shareable spreadsheet. Your team reviews, approves, and adds any customizations.

Sample Migration

1 day · ClonePartner

We run a test migration with a representative sample of your data to verify mapping accuracy and identify any potential issues before the full run.

Review & Approve

~2 days · Your team

Your team reviews the sample migration results, confirms data accuracy and mapping, and gives the go-ahead for the full migration.

Full Migration

2 days · ClonePartner

We execute the complete migration of all your data to your new HubSpot Service Hub, with real-time progress tracking and comprehensive logging.

Delta Migration

1 day · ClonePartner

We capture and transfer any new data that was added or updated during the main migration to ensure no data is lost. This final sync keeps everything current.

Pros and cons of different migration options

Choosing the right approach is key because migrating from Gladly to HubSpot Service Hub isn't just about moving data – it's about protecting customer relationships.

Feature / Criteria	ClonePartner	Automated Tools	CSV Import	In-house migration
Custom Scripting for complex data	✓ Engineers build & maintain	✗ No	⚠ Manual	✓ Yes – but costly
Sandbox & Pilot Migrations	✓ Full sandbox + pilot plans	⚠ Limited	✗ No	⚠ Often Informal
Manual validation & reconciliation	✓ Automated + manual QA	✗ No	✓ Yes (Manual)	✓ Heavy manual effort
Backup & rollback plan	✓ Robust procedures	✗ No	✗ No	⚠ Often incomplete
Handles automation and integrations	✓ Full support	⚠ Partial	✗ No	⚠ Possible but fragmented
Post-migration engineer support	✓ Dedicated engineers	✗ No	✗ No	⚠ Limited SLA
Adaptable to API changes	✓ Proactive adaptation	✗ No	⚠ Manual fixes	⚠ Slower response
Turnaround / SLA predictability	✓ Predictable SLAs	⚠ Fast but brittle	⚠ Slow and manual	⚠ Often slower
Data Security & Compliance	✓ High – enterprise grade	⚠ Medium (depends)	⚠ Low (manual)	⚠ Hidden gaps common
Pricing predictability	✓ Transparent & fixed	⚠ Low (per-job)	⚠ Low (manual hours)	⚠ High/variable OPEX
End-to-end project management	✓ Full E2E delivery & PM	✗ No	✗ No	⚠ Often partial
Business impact & opportunity cost	✓ No diversion of staff	✗ No	✗ No	⚠ Diverts engineering

What does an Engineer-led migration mean anyway?

Speed & Accuracy: Our Blended Method

We blend automation (smart scripts, bulk APIs) with human expertise for speed without risk. Our engineers manually check every mapping, validation, and exception.

You get:

Speed of automation for bulk record migration
Precision of engineers verifying integrity and business logic
Pilot migrations and sandbox testing to catch issues early
Real-time validation reports and rollback readiness

Result: 50x faster migrations than manual imports — with near-zero error rates.

Handling the Tricky Tech and API Details

The Gladly and HubSpot Service Hub APIs each behave differently, which is where our engineers shine. We build custom logic to handle the data quirks where generic tools typically break.

We handcraft API logic for:

Field mapping and transformation
Pagination, rate-limit handling, and throttling
Preserving conversation threads, attachments, and internal notes
Syncing custom fields, SLAs, and macros without breaking structure

Our scripts: Natively retry failed calls, re-queue large attachments, and ensure data parity.

No Guesswork

We don't just promise smooth migrations—we measure and prove them. Every client receives a Migration Validation Report with all metrics.

Typical results across projects:

100% record-count parity between your Gladly data and HubSpot Service Hub
Zero downtime during staged cutovers
99.9% attachment integrity (verified via checksum)
Full automation and preservation of all business rules

Our standard: Includes full SLA preservation and 30 days of engineer-assigned support post go-live.

We Adapt to Your Setup (Not the Other Way Around)

No two teams configure Gladly or HubSpot Service Hub exactly the same way—with unique automations and data. We customize every migration script to fit your exact workflow, tags, and triggers.

Our engineers adapt for:

Custom fields, ticket forms, and workflows
Multi-brand or multi-language setups
Historical imports and partial (date-based) migrations
Integration re-mapping for CRMs, chat, or feedback tools

The promise: If your data doesn't fit a standard template, we build one just for you.

Enterprise-Grade Security & Compliance

Your customer data is precious. Our migration process maintains the highest standards of security and regulatory compliance.

SOC 2 Type II

Independently audited compliance with rigorous security standards

ISO 27001

Certified information security management system

GDPR

Full compliance with EU data protection regulations

HIPAA

Certified for handling protected health information

AES-256 Encryption

Bank-grade encryption for all stored credentials

Latest TLS

Secure transfer protocol for all data in transit

Role-Based Access

We follow role-based access control for every migration project

Scheduled Deletion

Automatic data purging after migration completion

FAQ

Frequently Asked Questions

Everything you need to know about migrating from Gladly to HubSpot Service Hub. Can't find what you're looking for? Talk to our team.

Can I export full conversation history from Gladly?

Gladly's REST API caps at 100 conversations per customer and 1,000 items per conversation with no pagination. The Gladly-Limited-Data response header indicates truncation. Use the Export API with date-range filters to supplement, and contact Gladly Support for full exports on high-volume customers.

What HubSpot Service Hub tier do I need for a Gladly migration?

Professional ($90/seat/month) is the minimum for most teams — it includes the Help Desk workspace, Knowledge Base, SLAs, and custom routing. Enterprise ($150/seat/month) is required only if you need Custom Objects to model Gladly's complex custom attributes.

How long does a Gladly to HubSpot migration take?

For accounts with under 50,000 conversations, expect 2–4 weeks. Enterprise migrations with attachments, voice recordings, and custom attributes typically take 4–8 weeks. The bottleneck is Gladly's extraction API rate limit of 10 requests per second.

How do Gladly Conversations map to HubSpot Tickets?

Each Gladly Conversation becomes one HubSpot Ticket. Conversation Items (emails, chats, SMS, calls, notes) become HubSpot Engagements associated to that Ticket. Since Gladly Conversations can span multiple channels, a single Ticket may contain mixed Engagement types.

Can Gladly workflows and routing rules be migrated to HubSpot?

No. Gladly Conversation Workflows, People Match routing, and Saved Views cannot be exported as executable config. Gladly can export rules as CSV for reference (as of June 2026), but they must be manually rebuilt in HubSpot using Workflows, Help Desk routing rules, and custom views.

How long does the Gladly to HubSpot Service Hub migration take?

Most migrations complete within 1–5 business days, depending on data volume and complexity. We provide a detailed timeline after the initial assessment and can often complete small migrations in under 24 hours.

Will my team lose access to Gladly during the migration?

No. Your source system remains fully operational throughout the entire migration. We run the migration in the background with zero downtime to your current operations.

Will there be downtime when migrating from Gladly to HubSpot Service Hub?

No. Our migration process is designed for zero downtime. We use a staged approach with background sync and a fast cutover, ensuring no disruption to your live business operations.

How do I validate that everything migrated correctly?

Every client receives a Migration Validation Report with comprehensive metrics including record-count parity, attachment integrity verification via checksum, and full audit logs. We also offer unlimited sample migrations so you can verify before committing.

Do I need professional help for this migration?

While simple migrations can sometimes be handled in-house, professional help ensures zero data loss, proper field mapping, and preservation of relationships between records. Our engineer-led approach catches edge cases that automated tools miss.

Does ClonePartner provide guidance before committing?

Yes. We provide a free consultation and assessment. We'll review your data structure, discuss your requirements, and provide a detailed migration plan and fixed-price quote before you commit to anything.

Still have questions?

Book a free 30-minute consultation with our migration engineers. We'll walk you through the exact approach for your Gladly→HubSpot Service Hub migration.

Contact our team

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HubSpot Service Hub Migration?

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Attention to Detail

We meticulously handle every aspect of your migration, ensuring no data is lost during transfer and mapping every field correctly between platforms.

Custom Solutions

Every business is unique. We tailor your migration strategy to match your specific requirements, workflows, and data structures.

Security & Compliance

Your customer data is handled with enterprise-grade security protocols, ensuring compliance with GDPR, HIPAA, and industry standards.

Migrate from Gladly to HubSpot Service Hub with precision & ease

Why teams migrate from Gladly to HubSpot Service Hub