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Downgrading or cancelling HubSpot Service Hub: how to keep your ticket history first

Your Service Hub renewal is coming up, and the plan is to move to Starter or the free tools, or to leave HubSpot. Months later someone will still ask what a customer wrote and what your team answered. This guide covers what HubSpot says changes, what its exports keep, and how to keep each ticket with its conversation.

The short answer

HubSpot applies downgrades and cancellations at your renewal date, not mid-contract. Its article on downgrading says that moving from Service Hub Professional or Enterprise to Starter or the free tools removes access to chat transcripts, and it recommends exporting your content and data first. HubSpot's exports keep properties and CSV snapshots. A readable record of each ticket and its conversation has to be made while the current subscription is still running.

What HubSpot says changes

  • The date. A downgrade to a lower tier or fewer seats takes effect on your renewal date; HubSpot asks you to contact it at least five business days before. A cancellation is made by turning off auto-renewal under Account & Billing > Subscriptions, and after that date the account is downgraded to HubSpot's free tools (Downgrade or cancel your HubSpot subscription).
  • Deleting the account. Once no subscription is active, a Super Admin or billing admin can delete the account from the Delete Account tab by entering the Hub ID. HubSpot describes this as permanent.
  • Help desk and service tools. Understand the effects of downgrading a paid HubSpot subscription says that from Service Hub Professional or Enterprise to Starter or the free tools you lose access to chat transcripts, and knowledge bases are deleted after 90 days.
  • A seat cut on its own. Manage seats says to reassign the records a user owns before removing them, since removing a user removes their access. It does not describe tickets being deleted with a seat.

What HubSpot's exports keep

  • The record export. From CRM > Tickets, Export downloads the current property values and associations of the tickets in a view, and the emailed link expires after 30 days (Export your records).
  • A CRM backup. On Starter, Professional or Enterprise, a Super Admin can create one under Data management > Backup & Restore in the settings. It is a ZIP of CSV files per object, tickets and conversations included, but associations and activity data are not included, and the file has to be downloaded within 14 days (Back up CRM data).
  • Inbox data. Export your content and data points to the Conversations API, and for past chat transcripts to the API, to copying or printing to PDF by hand, or to a third-party tool.

Where these stop

  • None of these is described as a document per ticket with its conversation in time order.
  • Without associations, a backup does not say on its own which conversation belongs to which ticket.
  • Printing tickets one by one takes days for a pipeline and leaves no index of what was kept.
  • After the account is deleted there is nothing left in HubSpot to check a copy against.

An archive tool: Ticket Archive for HubSpot

Ticket Archive for HubSpot is a web application for support managers who have to keep the full history of many tickets. It only reads from HubSpot and never changes anything there.

Status. Ticket Archive for HubSpot is live at ticket-archive.atesensoftware.com. You connect a HubSpot portal through HubSpot sign-in. It is not listed on the HubSpot App Marketplace and has not been certified by HubSpot.

  • Choose what to keep. Tickets by created or closed date, pipeline, statuses and owners. You see how many match and a sample before anything starts, and previews are free.
  • One PDF per ticket. Properties and description, then the whole timeline in time order: emails and chats, internal comments, notes, calls and, optionally, logged emails and status changes. Attachments are saved next to the PDF and listed in it.
  • Something to check against later. ZIP parts of about 500 MB, each with an index.csv of one row per ticket, a manifest.csv with a SHA-256 checksum for every file, and a README describing the selection.

When to run it. Before the renewal date, while the subscription you have now is still active, and with time to download every part: archives are deleted automatically 7 days after they finish. It is not a backup service.

Limits. The PDF font covers Latin, Greek and Cyrillic; other characters, such as Chinese, Japanese, Arabic or emoji, are printed as "?". Once the account is deleted the original text is gone too, so check tickets in other scripts first. It holds no security certification and has not had a third-party audit.

Prices, in US dollars per HubSpot portal: Free, with up to 25 tickets per archive; $24 a month or $240 a year, with up to 10,000 tickets per archive. The monthly plan can be cancelled at any time. Payments are handled by Paddle, the merchant of record.

About Ticket Archive for HubSpot Its own website

Which route fits

  • Ticket properties only: the record export, saved before the renewal date.
  • A CSV snapshot of the CRM: a backup, downloaded within 14 days.
  • A few chats or tickets: copy or print them to PDF by hand.
  • Every ticket in a pipeline with its conversation, an index and checksums: an archive tool such as Ticket Archive for HubSpot, or your own script on the API.

For getting tickets out as PDFs when nothing is changing, see How to export HubSpot tickets to PDF, with the full conversation.

Atesen Software is independent. HubSpot is a trademark of HubSpot, Inc., and this page is not affiliated with, sponsored or endorsed by HubSpot, Inc. HubSpot's articles were checked on 18 October 2026; menus and limits can change.

Questions about this guide: support@atesensoftware.com.