Migrate from DeskDirector to Salesforce Service Cloud

DeskDirector Tickets map to Salesforce Service Cloud Cases. The 6-month culling window requires a pre-export scan: any ticket with last activity older than six months is flagged to the customer for a patch decision in DeskDirector before extraction. Board assignment in DeskDirector maps to Case Queue plus Case Record Type at migration time. Status, Priority, and SLA response/resolution timestamps map to Salesforce CaseStatus, Priority, and Entitlement milestone fields respectively.

DeskDirector Contacts map directly to Salesforce Contacts. VIP and Approval permission flags are preserved as custom fields vip_flag__c and approval_flag__c. Invoice access flag maps to a custom field invoice_access__c. Contacts associated with multiple DeskDirector Companies receive multiple Salesforce Account lookups, and we document the cross-account association for the customer's admin to resolve via Account Contact Relations post-migration.

DeskDirector Company records map to Salesforce Account. The company Domain SID and Email Domain fields from DeskDirector are preserved as custom fields domain_sid__c and email_domain__c on the Account for reference. Active Directory auto-login SID is a DeskDirector-specific artifact with no Salesforce equivalent; it is preserved as a text field for documentation purposes only.

DeskDirector Boards act as ticket queues with independent permission sets per Contact. We translate each Board to a Salesforce Queue plus a Case Record Type that scopes stage values to that queue's context. Board-level Contact access permissions map to Queue membership rules, profile-level object permissions, and criteria-based Sharing Rules on Case. Multi-company Contact board access is the most complex piece: we resolve the permission intersection during scoping and document the resulting sharing model.

DeskDirector Agents map to Salesforce Users. Agent-to-board assignments resolve to Queue membership in Salesforce. Chat presence settings are a DeskDirector runtime artifact with no Salesforce equivalent; we flag them as not migratable. Agent profile data (name, email, role) migrates as standard User fields. The customer's Salesforce admin provisions the User records with the correct Profile and active status before record migration begins.

DeskDirector Dynamic Forms with conditional logic are stored as configuration JSON and require manual rebuild in Salesforce. We export the form schema and conditional logic as a written configuration document with screen-by-screen descriptions and field mappings to Salesforce field IDs. The customer's Salesforce admin or a Flow partner rebuilds the forms as Lightning Screen Flows post-migration.

DeskDirector Knowledge Base articles and category hierarchies export as structured content. We map articles to Salesforce Knowledge article types and preserve the category tree as Salesforce Data Category Groups. Article body content migrates directly. AI Assistant rule configurations are tenant-specific and not covered by the DeskDirector API; we flag their existence and scope but do not include them in the migration package.

DeskDirector SLA configurations tied to Boards map to Salesforce Entitlements and Entitlement Processes. SLA metric definitions—response time, resolution time, and priority mappings—migrate as Entitlement Process milestone records. Actual SLA breach tracking requires Entitlement to be active on the Case, which we configure during the destination org setup phase before Case import.

Tags on DeskDirector tickets and Companies are a flat string-keyed label system. Tags migrate as string arrays and are mapped to Salesforce multi-select picklist fields on Case and Account. We create the destination field with the tag values as picklist options during schema setup. If tag count exceeds Salesforce's 500-picklist-value limit, we use a custom Tagging object with lookup relationships instead.

DeskDirector ticket attachments are referenced via URL. If attachments are stored in DeskDirector's blob storage, the destination URL breaks after cutover unless the customer provisions a replacement attachment storage location before migration. We preserve the original URL reference in a custom field original_attachment_url__c so the customer's admin can manually relink or re-attach files if needed. Salesforce files migrate as ContentDocument records attached to the parent Case via ContentDocumentLink.

DeskDirector CSV reporting exports—including VIP/Approval/Invoicing permission reports, Domain SID lists, and Email Domain data—are point-in-time exports that we preserve as-is in the migration package. These do not map to a live Salesforce object but serve as the authoritative reference for permission reconstruction in the destination org. The customer's admin uses them to configure Sharing Rules and Entitlement membership after migration.

DeskDirector custom objects migrate to Salesforce custom objects of matching API name. We pre-create the destination schema—including all custom fields, lookup relationships to Case, Contact, and Account, and any validation rules—via the Salesforce Metadata API before data import begins. Custom object migration runs last in the import sequence because these objects frequently carry foreign-key lookups to the standard objects imported earlier.