Migrate from Aritic Desk to Salesforce Service Cloud

Aritic Desk Tickets map directly to Salesforce Case. We extract ticket ID, subject, description, status (Open/Closed/Pending), priority, type, channel source, created and updated timestamps, and internal notes. Custom ticket fields migrate as custom Case fields pre-created in the destination org. Conversation threads (comments and replies) land as Salesforce EmailMessage records linked to the parent Case. We resolve the Aritic Customer reference to a Salesforce Contact ID before inserting Cases.

Aritic Customer records map to Salesforce Contact with name, email, phone, and address fields preserved. The Aritic customer_id becomes a custom field aritic_customer_id__c on Contact for cross-reference. Customer tags migrate as a custom multi-select picklist or we link to TopicAssignment if the customer selects a topics strategy. Customer-to-ticket associations are preserved via the Case WhoId lookup to Contact.

Aritic Organization records map to Salesforce Account. Organization name becomes Account Name; domain maps to Website; industry and size tier map to Industry and NumberOfEmployees. The link between Aritic Customer and its parent Organization is preserved as a Contact-to-Account relationship in Salesforce with AccountId populated on the Contact record. We use the Organization domain as a dedupe key during import.

Aritic Agent profiles map to Salesforce User records with name, email, role (Admin maps to System Administrator profile; Agent maps to a standard support profile we configure), and department preserved. Agent active/inactive status maps to Salesforce User IsActive. We extract all distinct agent emails and match against the destination org's User table. Missing users go to a reconciliation queue for the customer's admin to provision before record migration begins.

KB articles migrate as Salesforce Knowledge Articles with title, body content, author, creation date, and publish status preserved. We strip embedded Aritic dynamic tokens and conditional content blocks from article bodies and flag each affected article with a custom field kb_tokens_stripped__c set to true so the customer's knowledge base team can review and restore personalization using Salesforce's merge field syntax post-migration.

Aritic's hierarchical folder structure (Categories containing Sections containing Articles) maps to Salesforce Topics with parent-child Topic relationships, or to Data Category Groups if the destination org uses structured categorization. We replicate the same parent-child relationships in the destination so knowledge base navigation mirrors the source structure.

Aritic Desk SLA policies (first response time, resolution time) are documented as structured metadata. We map them to Salesforce Entitlement Processes linked to Cases via the Entitlement object. We extract SLA rule conditions and action thresholds and deliver a written Entitlement Process configuration guide for the customer's admin to implement. SLA timestamps from Aritic migrate as custom fields on Case if the destination org does not have an active Entitlement Process configured.

CSAT scores and survey responses linked to ticket records migrate as structured data. We preserve the rating value, respondent email, and ticket reference. If the destination Salesforce org has Salesforce Survey enabled, responses land as SurveyResponse records linked to the Case. If not, CSAT data lands as custom numeric fields on Case (csat_score__c, csat_respondent_email__c) for reporting without a full Survey configuration.

Aritic macros contain dynamic placeholders like {{ticket.customer_name}} and {{ticket.id}} that do not resolve in Salesforce because the destination uses different merge field syntax {!Contact.Name} and {!Case.Id}. We extract macro text content as plain-text templates and flag each macro with its Aritic token list for the customer's admin to repopulate in Salesforce as Quick Actions or Email Templates with Salesforce-appropriate merge fields. Macros with conditional logic based on Aritic-specific field names are documented for manual rebuild in Salesforce Flow.

File attachments on tickets and KB articles are extracted from Aritic Desk and uploaded to Salesforce as ContentVersion records linked via ContentDocumentLink to the parent Case or Knowledge Article. We flag files exceeding Salesforce's 25 MB per attachment limit or unsupported file types for manual handling. Inline images embedded in KB article bodies migrate as separate ContentVersion records with the article body updated to reference the new Salesforce-hosted URLs.

Tags applied to tickets and customers in Aritic Desk migrate as flat label arrays. We validate character encoding compatibility between source and destination. The customer chooses during scoping whether tags land as a custom multi-select picklist field on Case and Contact, or as Salesforce Topics with TopicAssignment records linked to the parent record.

Billable or internal time logged against tickets transfers as structured time records with agent, duration, description, and billable flag. We map to a custom Salesforce object (Time_Entry__c) with lookup to Case and User if the destination org does not have a native time tracking add-on installed. The custom object schema is deployed before migration begins.