Software Success Story

How Monetate Replaced Zendesk Without Disrupting a Single Customer Support Conversation

Monetate (SiteSpect), a mid-market enterprise company with global customer support operations, partnered with Campaign Creators to replace Zendesk with HubSpot Service Hub. With active customer conversations, historical ticket data, and existing support processes running in Zendesk, the migration required more than a standard system transfer. Campaign Creators designed a governed migration strategy that preserved critical customer context, rebuilt support operations inside HubSpot, and introduced automated ticket management processes.

Monetate is a mid-market enterprise company supporting global customer operations. With customers relying on timely support and consistent communication, Monetate needed a reliable service infrastructure that allowed teams to manage requests, track conversations, and maintain visibility across customer interactions.

As support operations scaled, the company saw an opportunity to consolidate its customer service processes within HubSpot. While internal teams were already using HubSpot for ticket management, external customer support remained in Zendesk. This created separate systems for managing service operations.

Monetate partnered with Campaign Creators to transition from Zendesk to HubSpot Service Hub, which could bring customer support teams, ticket data, automation, and reporting into one centralized environment.

Industry

Software

Tools Used

HubSpot CRM
Zendesk
Slack
Microsoft Team

Services

Zendesk migration
Service Hub implementation
CRM architecture
Data migration
Workflow automation
Ticket management
Customer portal setup
Team training and enablement

The Challenge

As Monetate prepared to replace Zendesk, the main challenge was protecting its live customer support operations throughout the transition. With Zendesk running on a month-to-month contract, Monetate needed a carefully managed migration timeline that allowed the team to retire the platform without disrupting active support processes.

Key challenges included:

Migrating active support conversations without losing customer context
Mapping Zendesk data into the correct HubSpot CRM structure
Separating external and internal support operations
Preventing automations from impacting migrated ticket records
Improving ticket routing and support reporting

Protecting Customer Support During a Live Migration

Tickets, conversations, attachments, and customer relationships needed to move from Zendesk into HubSpot without losing the context support agents relied on every day. The migration also had to happen while teams continued managing active customer issues. At the same time, Monetate needed to consolidate external customer support into an existing HubSpot environment without disrupting internal operations or creating workflow conflicts.

Active Support Data Needed to Be Preserved

Active and in-flight Zendesk tickets needed to be migrated while maintaining conversation history, attachments, ownership, and customer associations. Support teams required uninterrupted access to historical context throughout the transition.

Customer Support Workflows Needed to Stay Separate

External customer support operations had to be introduced into a HubSpot environment already supporting internal ticketing processes. The new structure needed to keep customer-facing and internal workflows separate while maintaining consistent governance.

Data Needed to Be Mapped Correctly

Zendesk Organizations, Contacts, and Tickets had to be accurately mapped into HubSpot's CRM structure to preserve customer relationships, reporting, and operational continuity after migration.

Automation Could Not Disrupt Migrated Records

New HubSpot workflows needed to improve routing and escalations without unintentionally updating imported Zendesk tickets, ownership records, or ticket statuses during the migration.

Support Reporting Needed Better Visibility

Manual ticket routing limited operational efficiency and reporting. Monetate needed automated routing and centralized dashboards to improve visibility into support performance, SLA compliance, escalations, and agent workloads.

When customer support is live every day, there's no room for disruption. The challenge was protecting a live support operation while rebuilding it in a new platform. Our focus was making sure every ticket, conversation, and workflow arrived in HubSpot with the context agents depended on, so the transition felt seamless for both the support team and their customers.
— Kiara Carniewski

Why Monetate Chose Campaign Creators

Replacing Zendesk required a partner who could manage complex data relationships, protect existing support operations, and design a HubSpot Service Hub environment that could scale with their team.

Campaign Creators brought the technical expertise needed to migrate active support data, rebuild ticket management processes, and create a governed system that connected customer conversations, automation, reporting, and team workflows in one platform.

With a structured migration approach, Monetate could confidently transition to HubSpot Service Hub while maintaining the customer and agent experience throughout the process.

Solution: How Campaign Creators Built a Unified Support Operation Inside HubSpot Service Hub

Establishing a Governed Service Hub Foundation

Before migrating Zendesk data, Campaign Creators configured a Service Hub environment that could support external customer operations alongside existing internal ticketing processes.

The team established ticket object governance, user roles, permissions, naming standards, and pipeline structures to keep support processes organized. This created a scalable foundation where different teams could operate inside HubSpot without workflow conflicts or data overlap.

Migrating Zendesk Data While Preserving Customer Context

Campaign Creators executed a structured Zendesk migration process to move critical support data into HubSpot while maintaining the relationships between customers, companies, and tickets.

Zendesk Organizations were mapped to HubSpot Companies, Contacts were connected to HubSpot Contacts, and support tickets were migrated with associated conversations, ownership details, notes, comments, and attachments. This makes it possible for agents to continue managing customer issues with access to the historical context they needed after migration.

Automating Ticket Management and Escalation Processes

After establishing the new support structure, Campaign Creators configured automated routing and escalation workflows to improve ticket management.

The team built migration-safe workflow logic to prevent imported Zendesk records from triggering incorrect updates, ownership changes, or status changes. This helped Monetate automate ticket management processes while protecting migrated Zendesk records from unintended workflow updates.

Recreating the Customer Support Experience in HubSpot

Campaign Creators configured HubSpot Customer Portal functionality to create an authenticated support experience where customers could submit requests and access ticket information.

Internal escalation processes were also connected through HubSpot workflows with Slack and Microsoft Teams integrations, helping support teams collaborate on priority issues through automated internal escalation alerts.

Supporting Adoption After Launch

To help Monetate’s teams transition successfully, Campaign Creators provided role-specific training, go-live assistance, and HubDesk Premier+ post-launch support.

This ensured teams could confidently manage customer conversations, reporting, automation, and daily support operations inside their new HubSpot Service Hub environment.

The Results

The Zendesk migration gave Monetate a centralized HubSpot Service Hub environment where customer conversations, ticket management, reporting, and support workflows could operate from one connected system.

Key outcomes included:

Required active and on-hold Zendesk tickets, attachments, and customer associations were migrated into HubSpot Service Hub.
Manual ticket routing processes were reduced through automated ownership and escalation workflows.
External customer support operations unified with existing HubSpot processes under a governed framework
Support teams gained dashboards to monitor SLA performance, escalations, and agent workloads.
Customer history and ticket relationships remained accessible to support agents after migration

The new Service Hub environment helped Monetate consolidate fragmented support processes and manage customer service operations through a centralized system of record.

The Results_How Monetate Replaced Zendesk Without Disrupting a Single Customer Support Conversation

Impact: From Fragmented Support Systems to a Unified Customer Support Platform

Replacing Zendesk with HubSpot Service Hub helped Monetate simplify its customer support infrastructure while creating a stronger foundation for future growth. Teams gained a connected environment where support processes, customer data, and internal collaboration could work together.

With a governed Service Hub architecture in place, Monetate created the foundation for improved operational visibility, reduced manual processes, and a more scalable approach to managing customer support. The migration helped teams focus less on system limitations and more on delivering consistent customer experiences.

By protecting existing customer relationships throughout the transition, Monetate successfully modernized its support operations without sacrificing the service quality customers expected.

Solve Customer Support Migration Challenges With Campaign Creators

Migrating from one customer support platform to another requires more than moving records. Your team needs a transition strategy that protects customer relationships, keeps operations running, and creates a system built for long-term growth.

Campaign Creators helps businesses move complex support operations into HubSpot Service Hub through structured migration planning, CRM architecture, automation design, and team enablement.

Whether you are replacing legacy tools, consolidating disconnected systems, or scaling your support operations, we can build the foundation your organization needs to deliver better customer experiences through HubSpot.

Enterprise HubSpot Services Built to Scale.

Retainer Services

HubSpot Onboarding

WEBSITE GROWTH & CONVERSION

RETENTION & CUSTOMER MARKETING

IMPLEMENTATION & INTEGRATIONS

HUBSPOT SUPPORT & ENABLEMENT

About CC

Our Case Studies

HubSpot Careers