Migrate from ClickDesk to Salesforce Service Cloud

ClickDesk helpdesk tickets with subject, description, status, priority, and agent assignment map directly to Salesforce Case. ClickDesk status values (open, pending, resolved, closed) map to Salesforce Case Status picklist values, and priority maps to Priority. We preserve the original ClickDesk ticket ID in a custom field clickdesk_ticket_id__c for audit reference. Tickets created from offline messages receive a custom field case_source__c set to 'Offline'.

ClickDesk live chat sessions are stored as conversation threads with visitor name, agent name, message text, and timestamp. We map each chat session to a Salesforce Case, and each message within the thread to an EmailMessage record linked to the Case. The original chat transcript is stored as a plain-text EmailMessage body with the visitor or agent name in the FromAddress field. Agent online/offline status at the time of chat is stored as a custom field on the Case.

ClickDesk agent profiles with name, email, department, and online/offline status map to Salesforce User records. We match agents by email address against the destination org's User table. Any agent without a matching User goes to a reconciliation queue for the customer's Salesforce admin to provision before record import. Role and permission set assignment requires post-migration manual configuration.

ClickDesk departments (Sales, Support, Billing) route chats and tickets to specific agent groups. We create Salesforce Queues with names matching the ClickDesk department names and map agent assignments to Queue membership. For accounts using Salesforce Omni-Channel, we configure Queue-based routing and link Queues to Service Channels.

ClickDesk canned responses are short text snippets with category labels stored in the admin dashboard with no export mechanism. We extract them manually as a structured list (category, title, body) and re-import them as Salesforce Email Templates with the appropriate folder structure. Agents recreate macros in Salesforce manually or via a Salesforce partner; we provide the full list as part of the handoff package.

Messages submitted when no agents are online are queued separately in ClickDesk. We treat each offline message as a Salesforce Case with the Case Origin set to 'Offline Message' and the case_source__c custom field set to 'Offline'. Creation timestamp, visitor name, and visitor email migrate to CaseCreatedDate, SuppliedName, and SuppliedEmail respectively.

ClickDesk pulls Facebook and Twitter messages into the same agent inbox. We map each social message thread to a Salesforce Case with the Case Origin set to the social channel (Facebook or Twitter) and the original social post URL stored in a custom field social_post_url__c. Customer name and handle from the social platform map to Case fields where available.

ClickDesk visitors and chats can be tagged for segmentation. We export tags as flat label arrays and map them to a Salesforce multi-select picklist custom field on the Case object named clickdesk_tags__c. If the customer uses Salesforce Topics for content classification, we configure TopicAssignment records instead and note the preferred strategy during scoping.

ClickDesk voice calls use embedded browser telephony. Call records with duration, direction, and agent are available in chat history. We map these to Salesforce Task with TaskSubtype = Call, preserving call duration in a custom field call_duration_seconds__c and call direction in a custom field call_direction__c. The agent and contact are resolved via the User and Contact lookups.

ClickDesk provides basic reporting (chat volume, response times, agent handle times, satisfaction scores) viewable in the dashboard but with no documented export endpoint. We capture screenshots of key reports as part of the migration handoff package. Salesforce reports and dashboards for equivalent metrics must be built post-migration in the destination org; we provide a written mapping of each ClickDesk report to its Salesforce standard report type.

The ClickDesk chat widget's visual theme, trigger rules, proactive message content, and offline form settings are stored in ClickDesk configuration with no export path. Widgets must be re-created manually in Salesforce using the Embedded Service SDK or the Service Cloud Setup menu. We provide a widget-recreation checklist documenting every configured widget setting for the customer's admin to reference.