Migrate from BoldDesk to Salesforce Service Cloud

BoldDesk Tickets map directly to Salesforce Case. The BoldDesk ticket status (Open, Pending, Resolved, Closed) maps to Salesforce Case Status values, and BoldDesk priority (Low, Medium, High, Urgent) maps to Case Priority. BoldDesk category becomes Case Record Type or a custom Case Type field depending on how many distinct categories the customer uses. The ticket requester maps to Case ContactId via email match; if no matching Contact exists, we create a Contact on the fly. BoldDesk assignee (agent) maps to Case OwnerId via User email lookup. BoldDesk tags migrate to a custom multi-select picklist field on Case. All channel messages (email thread, chat transcript, social post text) attached to the ticket import as EmailMessage records linked to the Case.

BoldDesk Contacts map directly to Salesforce Contacts. Standard fields (FirstName, LastName, Email, Phone, Organization) map 1:1. BoldDesk custom Contact fields (text, dropdown, date, number, boolean) map to Salesforce custom Contact fields that we pre-create in the destination org. BoldDesk Contact Groups do not have a native Salesforce equivalent; we either create a custom Contact_Group__c multi-select picklist or use Account Hierarchy if the customer has a nested organizational structure. The customer's admin selects the strategy during scoping.

BoldDesk Agent records map to Salesforce User records by email address. BoldDesk roles (Agent, Admin, Supervisor) map to Salesforce Profile and Permission Set assignments; we document the BoldDesk role structure during discovery and recommend corresponding Salesforce Profiles. Agents without a matching Salesforce User email go to a reconciliation queue and must be provisioned by the customer's Salesforce admin before migration of ticket-assignee references proceeds.

BoldDesk Contact Groups are collections of contacts used for bulk operations, SLA assignment, and routing rules. Salesforce has no native equivalent. During scoping we decide whether to map Contact Groups to Account Hierarchy (if the groups represent organizational units) or to a custom multi-select picklist field on Contact (custom_contact_group__c). If the customer used group-level custom fields, those map to custom fields on Account or Contact depending on the chosen strategy.

BoldDesk KB articles store HTML body content with title, category path, and attachment metadata. They map to Salesforce Knowledge Articles (ka) with the article body imported as Article Body rich text, Title preserved, and Summary populated from the first 255 characters of the BoldDesk article body. We pre-create the Salesforce Knowledge data category structure matching BoldDesk's category tree before importing articles so that articles are assigned to the correct categories at insert time.

BoldDesk knowledge base categories form a hierarchical folder structure. Salesforce Knowledge uses Data Category Groups and Data Categories for navigation hierarchy. We extract the BoldDesk category tree during discovery, create matching Data Category Groups in Salesforce Knowledge (one group per top-level BoldDesk category), then re-link migrated articles to their Data Categories at import time. If BoldDesk uses second-level categories, we map these to second-level Data Categories under the parent.

BoldDesk canned responses (reusable message templates with optional subject) migrate to Salesforce Email Templates. If the BoldDesk canned responses include merge fields referencing ticket properties (contact name, ticket ID, priority), we convert these to Salesforce merge field syntax. Folder structure from BoldDesk maps to Salesforce Email Template folders. Quick Text (inline agent response shortcuts) migrates to Salesforce Quick Text records with Category and Shortcut fields.

BoldDesk workflow definitions (routing rules, SLA triggers, escalation actions, time-based triggers) are platform-specific and not transferable as executable automation code. We export every active BoldDesk workflow as structured JSON documenting the trigger type, conditions, actions, and sequence order. The customer's admin uses this as a requirements specification to rebuild equivalent automation in Salesforce Flow or Omni-Channel routing rules. We do not offer automatic workflow translation as part of the migration scope.

BoldDesk file attachments on tickets and knowledge base articles are downloaded as binary files and re-uploaded to Salesforce as ContentVersion records. Each ContentVersion is linked to the parent Case or Knowledge Article via ContentDocumentLink with LinkedEntityId pointing to the Salesforce record. File metadata (original filename, content type, file size) is preserved in Salesforce ContentVersion fields. Large attachments (>25 MB per Salesforce's single-file limit) are chunked and uploaded via the Content REST API.

BoldDesk supports custom fields on Tickets, Contacts, Agents, and Contact Groups. We enumerate every active custom field per object during discovery, determine the equivalent Salesforce field type (Text, Picklist, Date, Number, Checkbox), pre-create the destination custom fields in the Salesforce org before migration begins, and map source values directly. Custom field data on BoldDesk Contact Groups follows the Contact Group mapping strategy chosen during scoping.