Executive Summary
Working with Vonazon, a HubSpot Elite Solutions Partner, the manufacturer completed a Zendesk-to-HubSpot Service Hub migration that preserved ticket history and original ownership. The engagement then extended into calls, sales, marketing, and website inquiries, bringing customer-facing activity into a single HubSpot environment.
Challenge:
Migrated service to HubSpot while preserving history, ownership, data integrity, and uninterrupted customer support operations.
Solution:
Migrated Zendesk to HubSpot while preserving service continuity, integrating Aircall, and improving sales and marketing operations.
Results:
Preserved service continuity while unifying sales, marketing, and customer data in a scalable HubSpot platform.
The Challenge
- Maintain service continuity during the Zendesk-to-HubSpot migration without losing ticket history or ownership.
- Preserve customer context so support teams retained visibility into past actions and follow-up responsibilities.
- Integrate Aircall with HubSpot while resolving call routing and contact data quality issues.
- Improve CRM operations by structuring sales pipelines, cleaning marketing data, and standardizing lead capture.
- Prioritize critical service operations while laying the foundation for broader customer engagement improvements.
The Solution
1. Protecting Customer History Before the Service Transition
Vonazon treated the Zendesk migration as a continuity project, not simply a transfer of records. The team focused first on preserving the information employees needed to continue supporting customers.
Zendesk ticket data and original ownership were moved into HubSpot, service users were established, and a dedicated ticket pipeline supported the transition. Preserving ownership ensured that employees could identify who had managed an issue and understand the service activity that had already occurred.
Vonazon also conducted HubSpot training for service users. The training introduced employees to the ticketing environment, pipelines, and day-to-day management processes so that the transition addressed both platform configuration and practical adoption.
2. Connecting Calls, Tickets, and Ownership in HubSpot
After establishing the service environment, Vonazon configured HubSpot Service Hub to support a more structured approach to customer requests. Ticketing workflows, reporting, service dashboards, and SLA-related configuration created a clearer operating model for routing and monitoring service activity.
Aircall was connected to HubSpot to support call logging, routing, and click-to-dial functionality. Customer feedback during the engagement indicated that calls were reaching the service team through the connected setup. This brought an important source of customer interaction closer to the records used by service and sales employees.
The sequence mattered. By preserving history first and then connecting active communication channels, the manufacturer could move forward without separating current service activity from the context employees needed to manage it.
3. Extending Structure Across Sales, Marketing, and Lead Capture
Vonazon expanded the HubSpot configuration beyond service. The work included sales pipelines and custom deal stages, data imports and CRM cleanup, dashboards, contact segmentation, marketing automation, and supporting workflows.
These capabilities gave the manufacturer a more structured way to manage activities that had previously been spread across separate lists and departmental processes. Marketing teams gained clearer engagement visibility, while sales teams gained a consistent environment for managing customer and opportunity activity.
Website lead capture became another connection point. A HubSpot Contact Us form went live with fields for primary location, additional regions, and telephone information. The form created a more consistent structure for inquiry data entering HubSpot and gave the organization a clearer starting point for routing and follow-up.
The Results
The Migration Met Its Primary Goal:
Service users kept working from Zendesk’s ticket history and original ownership records even after the source system was retired.
The migration preserved ticket history and ownership, allowing service teams to continue supporting customers without disruption. HubSpot Service Hub introduced structured ticketing, dashboards, SLA management, and Aircall integration, creating a more efficient service operation. Sales and marketing also gained standardized pipelines, cleaner CRM data, improved audience segmentation, and consistent website lead capture. Together, these improvements established a scalable HubSpot foundation for future growth and automation.
Planning a Zendesk-to-HubSpot migration or HubSpot Service Hub implementation?
Vonazon can help preserve customer history, structure service data, and sequence the transition around the systems and teams that must keep operating.
