Migrate from CDESK to Salesforce Service Cloud

CDESK Requests map directly to Salesforce Service Cloud Cases. We extract the Request title, description, status, priority, assignee, created date, last modified date, and closed date and map them to Case Subject, Description, Status, Priority, OwnerId, CreatedDate, LastModifiedDate, and ClosedDate respectively. The original CDESK Request ID is preserved in a custom text field cdesk_request_id__c for audit and cross-reference.

CDESK administrators extend the Request schema via Custom Properties without developer involvement. We extract these as key-value pairs during discovery and recreate them as typed Salesforce custom fields on the Case object before migration. Field types are inferred from data values (text, number, date, picklist). Any Custom Properties on CDESK Deals map to Opportunity custom fields following the same pattern.

CDESK stores SLA name and deadline timestamps as fields on each Request. We carry forward the SLA name (e.g., Standard, Premium) into a custom picklist field cdesk_sla_name__c and the deadline timestamp into cdesk_sla_deadline__c. The actual SLA escalation rules, business-hour calendars, and entitlement milestones do not migrate automatically. We deliver a written mapping of each CDESK SLA configuration to a recommended Salesforce Entitlement Process with milestones, and the customer's admin recreates them in Service Cloud Setup.

CDESK Priority View values (e.g., Low, Medium, High, Critical) map to Salesforce Case Priority values. We preserve the original CDESK priority as cdesk_priority__c alongside the standard Priority field for reporting continuity. The customer chooses whether to standardize on Salesforce's default priority labels or retain CDESK's terminology.

CDESK Request statuses (e.g., Open, In Progress, Resolved, Closed) map to Salesforce Case Status values. We extract the full status history for each Request and replay it as CaseHistory records in Salesforce. If CDESK uses custom status values, we create corresponding Status values in the Service Cloud Case status picklist before migration.

CDESK Deals (revenue tracking module) map to Salesforce Opportunities. We extract Deal name, amount, stage, cost estimates, linked tasks, and documents. The CDESK Deal stage maps to a Salesforce Opportunity Stage, and we create a corresponding Sales Process and Record Type if the customer's Deal structure requires separate pipelines per line of business. Task completion statuses migrate as Opportunity Tasks.

File attachments on CDESK Requests migrate as Salesforce ContentDocument records linked to the parent Case via ContentDocumentLink. We preserve filenames, file sizes, and attachment order. Large binary files (over 10 MB) require chunked transfer; we handle this with batched API calls and retry logic on timeout. Attachments on CDESK Deals migrate to Opportunity ContentDocument records following the same pattern.

CDESK Request Templates define default structures for new tickets and are configuration artifacts, not instance data. We do not export them as records. We inventory every Request Template during discovery (name, default field values, assigned workflow) and deliver a written document mapping each to Salesforce Case Auto-Response Rules, Assignment Rules, or Flow equivalents. The customer's admin rebuilds these in Service Cloud Setup.

Regular Requests are automated ticket generation rules configured on schedules within CDESK. These are scheduling rules, not data records, and cannot be directly migrated. We flag their existence and advise the customer to recreate equivalent automation in Salesforce Flow with Schedule-Triggered Flow or Time-Based Workflow Rules. We document each Regular Request rule during discovery as part of the handoff package.

CDESK multi-department request routing means Requests are associated with organizational departments. We map the requesting department to a Salesforce Account (representing the organization) and the individual requester to a Contact linked to that Account. If CDESK stores internal employee records, these map to Salesforce Contacts with an account relationship. External customer requesters map to Contacts on Accounts representing their organizations.

CDESK assignees and owners map to Salesforce User records by email match. We resolve every distinct assignee referenced on a Request and match against the destination Salesforce org's User table. Any CDESK assignee without a matching Salesforce User goes to a reconciliation queue for the customer's admin to provision before record import resumes.