Kayako to HubSpot

Service Hub Migration

Without Losing Data

Move from Kayako to HubSpot Service Hub with a structured migration that preserves your conversations, customer journeys, SingleView history, and Help Center content - and replaces a platform whose innovation pace has slowed with one under active development and continuous investment.

Trusted by 50+ healthcare organizations

Teams that leveled up their development with HubXpert

The Problems

Why Migrate from

Kayako to HubSpot?

These are patterns we see in nearly every Kayako account once leadership audits product investment pace against the actual customer service needs.

Product Innovation Pace Has Slowed Considerably

Kayako was one of the original helpdesk platforms (founded 2001) and pioneered features like the SingleView customer journey timeline. In recent years, product investment has slowed considerably. Modern service platforms - HubSpot, Intercom, Zendesk, Freshdesk - have closed gaps and, in many areas, surpassed Kayako on AI, automation, and modern UX.

Ownership Changes Have Raised Roadmap Questions

Kayako has been through multiple ownership transitions since its founding, with the most recent ownership shifts under EngageBay's umbrella. Customers comparing Kayako to actively-invested independent platforms frequently note slower feature delivery and uncertain long-term roadmap direction.

SingleView History Trapped Inside Service

Kayako is service-focused. Sales typically runs in Salesforce, HubSpot, or Pipedrive. Marketing runs in Mailchimp, ActiveCampaign, or HubSpot Marketing Free. Kayako's signature SingleView customer journey is genuinely useful - but it only shows service history. The customer's full picture lives across three databases with sync logic stitching them together - and gaps showing up when context matters most.

Limited Modern AI Capabilities

Kayako's automation features work, but the platform's AI capability set lags significantly behind modern service platforms. Response generation, conversation summarization, intent classification, and self-service AI - table-stakes features in 2026 - are either absent or rudimentary in Kayako.

Marketplace Has Aged Along With the Product

Kayako's integration marketplace is smaller than the integration ecosystems of major modern platforms, and many available connectors haven't been updated in years. Many connections require custom development or Zapier as a middle layer. For teams running a complex tooling stack, the integration tax compounds.

The Real Cost: Maintaining a Platform That's Maintained, Not Evolved

Kayako's per-agent pricing is competitive on paper. The total stack - Kayako plus a separate CRM plus a separate marketing platform plus analytics plus AI tooling - typically adds up to more than HubSpot Service Hub Professional with included CRM Free and Marketing Hub Free. And HubSpot is being invested in, while Kayako is being maintained.

Hubspot Users

How Many Businesses Are Moving to HubSpot?

The amount is a lot in the last 12 years. It is very obvious why businesses are moving or migrating.  

HubSpot offers an easy to use high growth & fast deploy CRM platform that build for scale. You’ll find everything you need to run your business.

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The SOLUTION

What We Migrate from Kayako

(Core Data & Assets)

Most migrations move conversations and break the SingleView customer history. We migrate the full depth of your Kayako account - conversations, customer journeys, custom fields, Macros, and the customer context that explains every interaction.

Tickets, Conversations & Customer Data
- Conversations across all channels with full message history
- Cases and Cases history translated to HubSpot Tickets
- Customer (User) records translated to HubSpot Contacts
- Organization records (Kayako's company entity) translated to HubSpot Companies
- Custom fields (User Custom Fields, Case Custom Fields, Organization Custom Fields) mapped to HubSpot properties
- SingleView customer journey events preserved as HubSpot timeline activities
- Internal notes, mentions, and conversation tags
Macros, Workflows & Automations
- Macros translated to HubSpot Snippets and Canned Responses
- Auto-Assignment Rules rebuilt as HubSpot Workflows with assignment logic
- Routing rules and team assignment translated to HubSpot's ticket routing
- Auto-Responder rules translated to HubSpot Workflows with email templates
- Triggers and case events rebuilt with HubSpot ticket workflows
- Status-change automations rebuilt as HubSpot ticket property automation
- SLA Plans (Kayako's SLA configuration) rebuilt with HubSpot's SLA features
Knowledge Base, SLAs & Agent Setup
- Departments translated to HubSpot Teams with ticket pipelines per department
- Agent roles and permissions migrated to HubSpot user permissions
- Custom fields, dropdown values, and conditional logic mapped to HubSpot properties
- Tags consolidated into HubSpot properties and lists
- Help Center articles migrated to HubSpot Knowledge Base
- Business Hours and Holiday calendars rebuilt in HubSpot
- Customer Portal pages reviewed - replaced with HubSpot Customer Portal
Channels & Integrations
- Email - IMAP/POP3 mailboxes migrated to HubSpot's email connections
- Live chat - Kayako's chat widget replaced with HubSpot Conversations
- Social channels - Facebook, Twitter messages reconnected to HubSpot Conversations
- CRM sync - Salesforce, HubSpot CRM Free, Pipedrive folded into HubSpot CRM
- Marketing platform - Mailchimp, ActiveCampaign data folded into HubSpot Marketing Hub
- Telephony integrations rebuilt with HubSpot Calling, Aircall, or JustCall
- Zapier and custom API integrations rebuilt against HubSpot's native triggers

BENEFITS

Benefits of Migrating

From Kayako to HubSpot

Migrating off Kayako is about moving from a platform being maintained to one being actively developed and continuously improved.

A Platform Under Active Investment

HubSpot ships product updates every two weeks with a transparent public roadmap. The gap between what HubSpot delivers and what Kayako delivers widens each quarter. Migration stops the compounding.

Modern AI Without Add-On Pricing

HubSpot Breeze AI handles conversation summarization, response suggestions, knowledge base recommendations, customer self-service, and intent classification - included in Service Hub Pro and Enterprise without separate AI licensing.

One Contact Record Across Sales, Marketing, and Service

Support agents see deals, marketing engagement, and the customer's full history. The customer's full picture lives in one place - not split between Kayako, your CRM, and your marketing platform.

Native CRM and Marketing Included

HubSpot CRM is free and unlimited. HubSpot Marketing Hub adds email, automation, and lifecycle marketing - all on the same database as Service Hub. The Kayako-plus-three-tools stack consolidates to one.

Modern UX That Drives Adoption

Service teams find HubSpot's interface noticeably more modern than Kayako's. Adoption is typically immediate, with agent productivity improving in the first month.

Larger Integration Ecosystem

HubSpot's app marketplace covers business tooling well beyond what Kayako integrates with. The Zapier-as-middleware dependency shrinks significantly.

our process

Our Kayako to HubSpot

Migration Process

A clear, step-by-step execution plan with full visibility at every stage. No black boxes, no unexpected issues during migration.

Step 1.

Discovery & Mapping

We audit your Kayako account across conversations, automation, and integrations.

Full Kayako audit - Conversations, Cases, Macros, Auto-Assignment, SLA Plans
Department, role, and permission mapping
Custom field and tag inventory
Integration audit - CRM, marketing, telephony, Zapier

Step 2.

System Build & Data Preparation

We configure HubSpot Service Hub and clean your Kayako data in parallel.

HubSpot Service Hub set up - pipelines, properties, teams, SLAs
Kayako data exported via API
Macros rebuilt as HubSpot Snippets and Canned Responses
Help Center content prepared for migration

Step 3.

Migration with Validation

We transfer data in batches with QA after every step.

Migrated in dependency order - Organizations, Users, Cases, Conversations
Auto-Assignment Rules rebuilt as HubSpot Workflows in staging
Channels (email, chat, social) reconnected to HubSpot
Your team validates each batch

Step 4.

Go-Live (Cutover)

Your team goes live with complete data continuity.

Final delta sync from Kayako
Kayako kept as read-only backup
All channels live in HubSpot Conversations
Cutover scheduled around your low-volume hours

Step 5.

Training & Support

We train your team and stay close after launch.

Role-based training for agents, leads, and admins
Walkthroughs on your real HubSpot Service Hub setup
Reference guides - Macros to Snippets, Auto-Assignment to Workflows
Post-migration support window

THE DIFFERENCE

From Kayako Complexity to

HubSpot Clarity

The worst outcome of a migration is ending up with a HubSpot system that still feels like Kayako. We use the migration as an opportunity to simplify, restructure, and improve how your CRM actually works.

	What Was in Kayako	What We Build in HubSpot
Product Pace	Kayako being maintained with measured feature release cadence	Active product development with biweekly releases and consistent investment
AI	Limited or rudimentary AI capabilities	Breeze AI for summarization, response suggestions, knowledge recommendations, and self-service
Database	Customer data in Kayako, CRM data in another system, marketing data in a third	One contact record across service, CRM, marketing, and CMS
Automation	Auto-Assignment Rules and Triggers with limited multi-object logic	HubSpot Workflows with multi-object automation, branching, and webhook actions
UX	Interface reflecting the platform's longer history	Modern UX with continuous design investment

David Jenyns

Creator of SYSTEMology®

Working with Ratul was a game-changer for us. His expertise and dedication significantly improved our marketing strategies and CRM implementation, leading to noticeable growth in our customer engagement and sales.

Faster time to value with
unified data

60%

Personalized experience have
increased stats.

10,000+

Joe Liffrig

Technology Product Leader at Cornerstone Licensing

HubXpert delivered what we needed. Their team migrated our CRM data from Microsoft Dynamics 365 to HubSpot, ensuring a smooth transition with no disruption. The migration was organized, accurate, and focused on data integrity.

CRM Records Migrated

33,638+

Data Accuracy Maintained

100%

Liselotte Leijten-Deppenbroek

Chief Operating Officer

HubXpert successfully migrated over 200,000+ support tickets from Trengo to HubSpot Service Hub, delivering a seamless transition, improved automation, and a scalable customer support operation.

Support tickets migrated

200,000+

Service pipelines & automations implemented

65+

CHALLENGES

Common Migration Challenges (And How We Solve Them)

Migration issues don't come from the transfer itself. They come from poor planning, bad mapping, and no validation. We fix these before they become problems.

Zero Data Loss

Full Kayako export via API. Every conversation, case, user record, organization, custom field, and Help Center article verified on both sides.

SingleView History Preserved

Kayako's signature SingleView customer journey timeline migrates as HubSpot timeline activities, with chronological customer engagement preserved on the contact record.

Macros and Auto-Responders Rebuilt Natively

Every Macro is rebuilt as a HubSpot Snippet or Canned Response. Every Auto-Responder is rebuilt as a HubSpot Workflow. Agents see the same productivity shortcuts on day one.

Help Center Migrated Cleanly

Help Center articles migrate to HubSpot Knowledge Base with categories, tags, multi-language versions, and SEO metadata preserved.

AI Capabilities Upgraded, Not Replicated

Kayako's AI gap is closed by HubSpot Breeze AI - conversation summarization, response suggestions, knowledge recommendations, and self-service are all native, not third-party additions.

No Downtime

Kayako stays live during preparation. Channel cutover is scheduled during your low-volume hours.

FAQ

Questions You Might Have

Can you migrate from all Kayako editions and versions?

Yes. Kayako Classic (the on-premise version) and Kayako Cloud (the SaaS version) are both supported. We use the appropriate extraction approach for each - direct database access for Classic on-premise, API for Cloud.

What happens to our SingleView customer history?

SingleView's customer journey timeline migrates as HubSpot timeline activities, preserving the chronological view of every customer engagement. The same context, on the same kind of unified record - plus deals, marketing engagement, and CRM data.

Can you migrate our Macros?

Yes. Every Macro is rebuilt as a HubSpot Snippet or Canned Response with personalization tokens preserved. Agents see the same productivity shortcuts on day one.

What about our Auto-Assignment and Triggers?

Every Auto-Assignment Rule and Trigger is rebuilt as a HubSpot Workflow with the same triggers, conditions, and actions - but with multi-object logic and conditional branching Kayako doesn't fully support.

Will we lose conversation or case history?

No. Every conversation, case, internal note, mention, and tag migrates with full history. Counts reconciled on both sides before sign-off.

Can you migrate our Help Center articles?

Yes. Help Center articles migrate to HubSpot Knowledge Base with categories, tags, multi-language versions, and SEO metadata preserved. The customer-facing experience usually improves due to HubSpot's more modern KB UX.

How long does a Kayako to HubSpot migration take?

Most Kayako migrations run 5 to 8 weeks. Larger accounts with significant Macro libraries, complex Auto-Assignment Rules, and extensive Help Center content can take up to 10 weeks.

Is there any downtime?

No. Kayako stays live during preparation. Channel cutover is scheduled during your low-volume hours.

Will our CRM and marketing platform integrations continue working?

Yes - and they consolidate. Salesforce, HubSpot CRM, and Pipedrive data folds into HubSpot's native CRM. Mailchimp, ActiveCampaign, and other marketing platform data folds into HubSpot Marketing Hub. The result is one contact record across sales, marketing, and service.

Do we need to clean our Kayako data first?

No. Tag consolidation, user deduplication, and conversation cleanup are all part of the migration process.

BOOK CONSULTATION

Make Your Decision

We make everything else easy

With 5+ years of industry experience, 150+ successful projects, and a 98% client satisfaction rate, we've built deep migration expertise across every major CRM, CMS, marketing, and helpdesk platform. Our team has helped 20+ retainer clients personalize their HubSpot setup post-migration, so you don't just inherit a copy of your old system - you launch on a CRM that actually fits how your business runs.

Takes 30 minutes

Delivered by certified HubSpot expert

Kayako to HubSpot Service Hub Migration Without Losing Data

Why Migrate from Kayako to HubSpot?

Product Innovation Pace Has Slowed Considerably

Ownership Changes Have Raised Roadmap Questions

SingleView History Trapped Inside Service

Limited Modern AI Capabilities

Marketplace Has Aged Along With the Product

The Real Cost: Maintaining a Platform That's Maintained, Not Evolved

What We Migrate from Kayako (Core Data & Assets)

Tickets, Conversations & Customer Data

Macros, Workflows & Automations

Knowledge Base, SLAs & Agent Setup

Channels & Integrations

Benefits of Migrating From Kayako to HubSpot

A Platform Under Active Investment

Modern AI Without Add-On Pricing

One Contact Record Across Sales, Marketing, and Service

Native CRM and Marketing Included

Modern UX That Drives Adoption

Larger Integration Ecosystem

Our Kayako to HubSpot Migration Process

Discovery & Mapping

System Build & Data Preparation

Migration with Validation

Go-Live (Cutover)

Training & Support

From Kayako Complexity to HubSpot Clarity

What Was in Kayako

What We Build in HubSpot

Product Pace

AI

Database

Automation

UX

Our Clients

David Jenyns

Working with Ratul was a game-changer for us. His expertise and dedication significantly improved our marketing strategies and CRM implementation, leading to noticeable growth in our customer engagement and sales.

Joe Liffrig

HubXpert delivered what we needed. Their team migrated our CRM data from Microsoft Dynamics 365 to HubSpot, ensuring a smooth transition with no disruption. The migration was organized, accurate, and focused on data integrity.

Liselotte Leijten-Deppenbroek

HubXpert successfully migrated over 200,000+ support tickets from Trengo to HubSpot Service Hub, delivering a seamless transition, improved automation, and a scalable customer support operation.

Common Migration Challenges (And How We Solve Them)

Zero Data Loss

SingleView History Preserved

Macros and Auto-Responders Rebuilt Natively

Help Center Migrated Cleanly

AI Capabilities Upgraded, Not Replicated

No Downtime

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