Migrate from C-Desk to Salesforce Service Cloud

C-Desk Tickets map to Salesforce Case records. C-Desk ticket status maps to Case Status, priority maps to Case Priority, and department/location routing metadata maps to custom Case fields or Salesforce Assignment Rules configured before migration. C-Desk ticket description and internal notes map to Case Description and an appended CaseComment record respectively. We resolve the Account and Contact lookups in Salesforce before Case insert by matching C-Desk customer email against Contact email in the destination org.

C-Desk Knowledge Base Articles with HTML-mode content map to Salesforce Knowledge Article records. The article body content migrates as the KnowledgeArticleVersion Summary or Long Text Area field. HTML formatting is sanitized to preserve content structure while removing embedded styles and proprietary markup that may not render in Salesforce Lightning. We flag articles requiring manual review post-migration. Article publish status maps to Salesforce Article status values.

C-Desk hierarchical Topics and subtopics map to Salesforce Knowledge Data Category Groups and Data Categories. We extract the topic hierarchy as a standalone object during scoping, sequence the parent-child relationships, and configure the Data Category structure in Salesforce before article import. If C-Desk topics use custom names not supported by Salesforce category naming conventions, we apply a normalization step.

C-Desk ticket and Knowledge Base Article attachments are downloaded and re-uploaded as Salesforce ContentDocument records linked via ContentDocumentLink to the parent Case or KnowledgeArticleVersion. We preserve original filenames and file types. C-Desk's internal storage location is not accessible via API if no public API is confirmed; direct instance access or manual export is required for attachment extraction.

C-Desk user accounts map to Salesforce User records by email address. Role-based access controls from C-Desk map to Salesforce Profiles and Permission Sets. Any custom role names in C-Desk are flagged as non-standard and may require manual mapping or new Salesforce Permission Sets created by the customer's admin before user import completes.

C-Desk email integration settings (incoming email addresses and routing rules) are extracted as configuration data rather than migrated records. We document the routing logic as a written specification for rebuilding in Salesforce as Email-to-Case or On-Demand Email-to-Case. Salesforce requires routing rules to be reconfigured in Setup post-migration.

C-Desk ticket comments, public replies, and internal notes map to Salesforce CaseComment records. Public comments become public CaseComments; internal notes become private CaseComments with IsPublished set to false. We preserve the original timestamp and author name. Comment ordering is maintained by inserting in chronological sequence.

Research did not confirm support for custom fields or custom objects in C-Desk. We do not currently migrate custom fields for this platform and would need to validate schema availability through direct C-Desk instance access before confirming scope. If custom fields are discovered during scoping, we document their names, types, and values and recommend creating equivalent custom fields in Salesforce before migration.

C-Desk articles linked to topics use deep topic-subtopic relationships. We extract these linkage records separately and create Salesforce TopicAssignment records during Knowledge Article import to preserve which articles belong to which Data Categories. This mapping step is executed after both Topic hierarchy and Article records exist in Salesforce.

C-Desk acknowledgement workflows are mentioned in product comparisons but no detailed workflow builder or automation rules were confirmed in research. We do not migrate workflow configurations as code. We document any discovered routing or acknowledgement logic during direct instance access and deliver it as a written Flow specification for the customer's Salesforce admin to rebuild post-migration.