Migrate from Deskhero to Salesforce Service Cloud

Deskhero Tickets map directly to Salesforce Case records. We preserve ticket number, subject, description, status, priority, created date, last modified date, and closed date. Deskhero's custom ticket fields migrate as custom Case fields, with field types mapped to Salesforce equivalents (text, number, date, picklist, checkbox). The original Deskhero ticket ID is stored in a custom field deskhero_ticket_id__c for audit and cross-referencing during the reconciliation window.

Deskhero Conversations are nested message threads inside each Ticket. Each message migrates as a Salesforce EmailMessage record (body, HTML body, author email, inbound/outbound flag, message date) linked to the Case via the ParentId foreign key. Agent-only internal notes map to Task records with IsVisibleInSelfService = false. Attachments migrate as ContentDocument records linked via ContentDocumentLink. The activity timeline ordering is preserved by matching the message sequence to the EmailMessage ActivityDate or Task ActivityDate.

Deskhero KB articles with sections, categories, and attachment references map to Salesforce Knowledge Article records of the configured Article Type. We preserve article title, summary, body (rich text), section structure, and category assignment. Article attachments migrate as ContentDocument records linked to the article. Web-scraped source URLs are stored as a custom field article_source_url__c; the destination admin must re-scrape or re-import content for fresh articles.

Deskhero Groups define team routing and agent permissions. We migrate Group definitions and their agent membership lists. Routing groups with case-assignment rules map to Salesforce Queues (CaseQueue object). Permission and visibility groups map to Salesforce Public Groups. Group membership resolves by matching Deskhero agent emails to Salesforce User records in the destination org.

Deskhero Mailboxes represent connected Gmail or Outlook accounts with two-way sync. We migrate mailbox configuration (address, folder mapping rules, routing address) as documented settings. IMAP/SMTP credentials and OAuth tokens cannot be exported — they are tied to Deskhero's session. We document the routing email address, SPF/DKIM configuration, and folder routing rules for your admin to reconfigure Email-to-Case in Salesforce after go-live.

Deskhero supports up to 100 (Small) or 250 (Large) custom fields across tickets and contacts. We migrate custom field definitions (name, type, required flag, picklist values) and their current values per ticket. Field type mapping depends on Salesforce equivalents: Deskhero text fields map to Text or Long Text Area; number fields map to Number or Currency; date fields map to Date; multi-select map to Multi-Select Picklist. Custom fields are pre-created in Salesforce before record migration begins.

Deskhero Lists are segmentation objects with up to 5,000 or 10,000 entries tied to customer records by email or customer ID. Lists with ticket-linked customer records map to Salesforce Campaign with CampaignMember records for each entry. Lists used for internal categorization without customer links map to a custom object List_Entry__c with a lookup to Contact. The customer selects the strategy during scoping based on how Lists are used in their Deskhero instance.

Deskhero Forms generate tickets from web submissions. We migrate form definitions (field structure, routing rules) as documented form schemas. Salesforce Web-to-Case replaces Deskhero form submissions, but the form itself does not migrate as code. We deliver a written form inventory with field mapping to Salesforce Case fields and a Web-to-Case configuration guide for your admin to implement in Salesforce Setup.

Deskhero Automation Rules trigger on language, tone, or subject conditions to assign, tag, or triage tickets. We do not migrate automation rules as Salesforce Flow because the trigger models differ. We deliver a written inventory of every active Deskhero Automation Rule with its trigger condition, action type, target field or tag, and a recommended Salesforce Flow equivalent (record-triggered Flow with entry condition, decision element, and update action). Your admin or a Salesforce consultant rebuilds these post-migration.

Deskhero queries Shopify API live at reply time — it never stores product pricing or stock in its database. We migrate Shopify store references, product ID mappings, and customer association records. The actual price and stock data does not migrate because it was never stored. Salesforce requires its own Shopify API connection to restore live pricing in the agent console. We preserve product IDs and the Shopify store domain as external references; your admin reconnects Shopify through the AppExchange connector or a custom integration post-migration.