Migrate Your Email Support

Converge Team

• Updated March 12, 2026

Part of the HubSpot Service Hub migration guide

How to migrate your email support workflows, templates, and history from HubSpot Service Hub without losing data.

Migrating Email Support from HubSpot Service Hub

HubSpot Service Hub connects email through three methods: direct Gmail OAuth, direct Office 365 OAuth, or hosted email forwarding for all other providers. The connection method you're using determines your migration path — Gmail/O365 connections are the simplest to switch, while forwarding-based setups require updating your forwarding rules.

How HubSpot Handles Email

HubSpot's Help Desk creates tickets from incoming emails to connected team email addresses. Team email is configured under Settings > Inbox & Help Desk > Help Desk > Channels > Team email. You can connect Gmail, Office 365, or a hosted email account (any other provider). For hosted accounts, HubSpot provides a forwarding address — you set up your mail provider to forward to that address, and incoming emails appear as tickets. IMAP connections are not supported. Outgoing replies use HubSpot's mail servers with your configured "from" name and signature.

Step 1: Document Your Email Setup

Go to Settings > Inbox & Help Desk > Help Desk > Channels and note all connected team email addresses. Record which ticket pipeline and stage each address routes to, any custom assignment rules (specific users/teams, contact owner, AI customer agent), and your team email signatures. If you've set up email-based workflow triggers or ticket automation rules on the Automation tab, document those separately.

Step 2: Disconnect and Redirect

For Gmail/O365: Hover over the connected email in HubSpot's channel settings and click Disconnect. Then connect the same email to your new platform. For hosted (forwarding-based) email: Update the forwarding rule in your mail provider to point to your new platform's inbound address instead of HubSpot's forwarding address. DNS propagation is not required since the forwarding rule is at the application level, not DNS — changes take effect immediately.

Step 3: Migrate Templates and Macros

HubSpot uses "snippets" (canned text blocks) and email templates for agent productivity. Copy the text of your most-used snippets and recreate them as Quick Replies in your new platform. Pay attention to HubSpot's personalization tokens (e.g., {{contact.firstname}}) — you'll need to map these to your new platform's variable syntax.

Note: Open tickets in HubSpot won't transfer automatically. Resolve or close active email tickets before switching, or keep HubSpot active briefly to handle existing threads while routing new emails to your new platform. Also export any customer feedback survey data tied to email conversations, as this won't be included in standard record exports.