Migrate from Deskero to Salesforce Service Cloud

Deskero Tickets map to Salesforce Cases as the central record. Standard fields (Subject, Description, Status, Priority, Origin) migrate directly. Channel source in Deskero (web, email, chat, social) maps to Salesforce Case Origin using a mapping table constructed during scoping. Created date, closed date, and last modified date preserve as audit fields using Salesforce's Set Audit Fields permission during import. Custom fields on the Deskero Ticket object map to custom Case fields pre-created in Salesforce before migration.

Deskero Customer records map to Salesforce Contact. Name, email, phone, and company association migrate directly. Preferred Client flag from Deskero becomes a custom boolean field preferred_client__c on Contact. If Deskero customers have company-level records without an associated Account in Deskero, we create Salesforce Account records first and link Contacts via AccountId before inserting contacts. Customer custom fields map separately to custom Contact fields and are reconciled against Case custom fields during scoping to avoid field name collisions.

Deskero Customers who have never opened a support ticket or who represent uncontacted prospects may represent Salesforce Leads rather than Contacts. We define the split rule during scoping: any Deskero Customer with zero associated Tickets maps to Lead; any with one or more Tickets maps to Contact on an Account. The customer's admin confirms this boundary before migration. Original Deskero Customer data is preserved in a custom field deskero_customer_id__c on both Lead and Contact for audit.

Deskero KB articles map to Salesforce Knowledge articles. Article title, body content, and publish status migrate directly. Deskero's category structure maps to Salesforce Data Category Groups and Categories during scoping: we inspect the exported KB sample, identify the category hierarchy depth, and reconstruct it as Salesforce Knowledge data categories. Article-to-ticket associations migrate as CaseArticle junction records linking each Case to the relevant Knowledge article URL. If Deskero KB does not export metadata (view counts, last updated), we migrate articles in published state and note the omission.

Deskero Canned Answers (pre-written response templates) map to Salesforce Email Templates. Template name and body content migrate directly. Category groupings in Deskero map to Salesforce Email Template folders. Canned Answers are not tied to specific tickets in Deskero, so they become standalone templates available to agents in the Salesforce Service Console. The customer determines whether templates should be scoped to specific Case Record Types or available org-wide.

Deskero tags applied across tickets and customers migrate to Salesforce depending on tag use pattern. Tags used for categorization within a single migration (under 100 distinct tag strings) map to a custom multi-select picklist field on Case. Tags used as flexible cross-object labels with unbounded growth map to a custom text field with comma-separated values, preserving the original tag strings. Tag distribution and counts are preserved for reporting comparison post-migration.

Deskero custom fields on Tickets require a manual field inventory during scoping since no public schema exists. We request the customer to export a full field list from the Deskero admin panel and we map each field individually to a pre-created Salesforce custom field on Case. Field type mapping follows standard rules: text to Text, numbers to Number, dates to Date, dropdowns to Picklist. Validation rules in Salesforce that conflict with legacy Deskero data values are flagged for temporary disablement during import.

Deskero custom fields on Customers are inventoried separately from Ticket custom fields during scoping. Each field maps to a custom Contact field in Salesforce. If the destination org uses Person Accounts, Customer custom fields can alternatively map to custom fields on Account. The customer chooses the preferred schema during scoping based on their existing Salesforce data model.

Deskero social monitoring mentions are linked to tickets where association exists; standalone mentions have no ticket linkage. During scoping we ask the customer to decide: linked mentions migrate as CaseComment or EmailMessage records on the associated Case; unlinked mentions are either imported as standalone Cases with Origin=Social and a custom source_url__c field, or excluded from migration scope. This decision is required before the import pass begins because it affects record counts and schema design.

Deskero agent records map to Salesforce User by email match. We extract all distinct agent identifiers from ticket assignee and customer owner fields and match against the Salesforce User table. Any Deskero agent without a corresponding Salesforce User is placed in a reconciliation queue for the customer's admin to provision. Inactive Salesforce Users are supported via the Update Records with Inactive Owners permission during migration.