Migrate from Giva eHelpDesk to Salesforce Sales Cloud

Giva tickets map directly to Salesforce Cases. Subject maps to Subject, Description maps to Description, and the original Giva ticket number is stored as Source_Ticket_ID__c for traceability and historical cross-referencing back to the source system. Salesforce Case requires a ContactId or AccountId — the requester must be resolved to a Contact record before the Case can be created. If no matching Contact exists in Salesforce, the ticket cannot be linked and will require manual assignment.

Giva status values (New, Open, Pending, On-hold, Resolved, Closed) map value-by-value to Salesforce Case Status pick-list. Org-defined Salesforce status values must be configured in Salesforce Setup before migration so the value map aligns correctly with your desired workflow stages. Mismatched values fail Salesforce validation rules and will cause record rejection during bulk ingestion.

Giva priority (Low, Medium, High, Critical) maps directly to Salesforce Case.Priority pick-list. The pick-list labels must match exactly — if Giva uses 'Urgent' instead of 'Critical', a value_mapping is required. Salesforce workflow routing rules can reference Priority to assign cases to queues.

Giva agents map to Salesforce Users. The mapping uses email as the match key — each Giva agent email is resolved against existing Salesforce Users. Unmatched agents are flagged before migration; your team either creates Salesforce Users first or assigns records to a fallback queue (e.g., 'Unassigned Cases'). Giva agent role (Admin, Agent) maps to Salesforce Profile or a custom Role__c field.

Giva customers map to Salesforce Contacts. Email is the primary lookup key. Each Giva customer must belong to a Giva Company to map cleanly to a Contact under an Account in Salesforce. Customers without a company link are stored as Contacts without an AccountId and flagged for manual Account assignment post-migration.

Giva companies map to Salesforce Accounts. Company name → Account.Name, domain → Account.Website, phone → Account.Phone. If Giva stores parent-company relationships, these map to Account.ParentId. Multi-location Giva companies can be split into separate Account records or stored as a single Account with custom address fields.

Giva ticket attachments (documents, images, screenshots) are downloaded and re-uploaded as Salesforce Files (ContentVersion → ContentDocumentLink linked to the Case). Salesforce default file size limit is 25MB per file; files exceeding this are split or flagged for manual delivery. Inline images embedded in ticket notes are extracted and rehosted as ContentVersion records.

Giva knowledge base articles migrate to Salesforce Knowledge (KnowledgeArticleVersion) or a custom Article__c object depending on your Salesforce edition. Title, summary, body, status (Draft, Published, Archived), and category all require Salesforce custom fields if using a custom object. Salesforce Knowledge requires article type setup before migration.

Giva IT assets (hardware, software licenses, contracts) map to Salesforce Asset. Asset name → Asset.Name, serial number → Asset.SerialNumber, status → Asset.Status, assigned contact → Asset.ContactId. If Giva asset records link to Giva customers, the ContactId lookup resolves via the customer-to-contact mapping.

Giva ticket comments (agent replies, customer responses) map to Salesforce CaseComment or EmailMessage depending on whether the comment was internal or sent by email. Original timestamps and author (agent or customer) are preserved. Comments are ordered by createdate to maintain conversation chronology.

Giva ticket custom fields (text, number, date, pick-list, checkbox) are created as Salesforce custom fields on the Case object before migration. Field type is preserved: Giva text → Salesforce Text(255), Giva number → Number, Giva date → Date. Validation rules on Salesforce custom fields fire during ingestion — plan schema before the migration run.

Giva macros and automated workflow rules (assignment rules, SLA timers, auto-response emails) do not migrate to Salesforce. They must be rebuilt in Salesforce Flow, Process Builder, or Omni-Channel. FlitStack exports Giva macro definitions as a rebuild reference document so your Salesforce admin can reconstruct the logic in Flow.