Migrate from Deskpro to Salesforce Service Cloud

Deskpro Tickets map to Salesforce Cases as the primary support record. Deskpro ticket priority (urgent/high/normal/low) maps to Salesforce Case Priority. The ticket status pipeline (new/open/pending/resolved/closed) maps to Case Status values that we configure as a Status picklist in the destination org. Threaded email conversations in Deskpro do not concatenate into a single Case field in Salesforce; we split each message into an individual CaseComment record to preserve the full conversation history. Tag assignments on tickets migrate as a custom multi-select picklist field ticket_tags__c on the Case object.

Deskpro agents map to Salesforce User records. We match agents by email address as the dedupe key against the destination org's User table. Agent department assignments in Deskpro map to a custom Department field on the Salesforce User or to a Queue membership, depending on how the customer's routing is structured. Agents without a matching Salesforce User are held in a reconciliation queue for the customer's admin to provision before the production migration phase begins.

Deskpro Peoples (individual end-users or customers) map to Salesforce Contact records. The email address on the Deskpro People record becomes the Contact Email and the dedupe key. We resolve the parent Organization relationship at migration time so that the Contact.AccountId field is populated from the matched Account record. Language and timezone preferences on Deskpro Peoples migrate to custom fields on Contact for agent routing logic in Salesforce.

Deskpro Organizations map to Salesforce Account records. Organization name becomes Account Name, and the primary domain maps to the Account Website field. Accounts are migrated before Peoples so that the Contact.AccountId lookup is satisfied at insert time. If the Deskpro Organization has multiple associated Peoples, all Contacts receive the same AccountId parent reference, preserving the account grouping that Deskpro's Organization model provides.

Deskpro Folders (the container level above Articles) map to Salesforce Knowledge Categories. If Deskpro uses a two-tier hierarchy (Category above Folder), we collapse it into a single Salesforce Knowledge category structure since Lightning Knowledge does not support an intermediate folder layer. We capture the full Folder-Section hierarchy as a JSON map in the migration deliverable so the customer's admin can rebuild the intended information architecture in Salesforce Knowledge data categories.

Deskpro Articles map to Salesforce KnowledgeArticleVersion records. Article publish status (published/draft/archived) maps to Salesforce publishstatus. Author attribution migrates to a custom field on the article. If Deskpro articles have multilingual variants, each language version migrates as a separate Salesforce KnowledgeArticleVersion record with the matching language locale code. Article attachments migrate as ContentDocument records linked via ContentDocumentLink.

Deskpro departments organize agents and tickets for team-based routing. We document the department structure and map it to Salesforce Queues (if the customer uses Omni-Channel) or Profile-based record assignment. Department-level SLA rules in Deskpro do not migrate as code; they are included in the written automation inventory delivered to the customer's admin for rebuild in Salesforce Flow or Entitlement Processes.

Deskpro tags applied to tickets migrate as a custom multi-select picklist field on the Case object (ticket_tags__c). We extract the full tag vocabulary from Deskpro during scoping, pre-create the picklist values in Salesforce before migration, and assign the matching values to each Case during the import phase. If the tag count exceeds Salesforce's 500-picklist-value limit, we discuss alternative strategies such as Tags-as-Custom-Objects with the customer during scoping.

Deskpro custom fields on tickets require schema discovery before mapping. We access the Deskpro reports API with a custom field prefix to capture field IDs, data types, and label names. Boolean, date, numeric, and picklist custom fields map to equivalent Salesforce Case custom fields. Free-text custom fields map to Salesforce Long Text Area fields. We flag any Deskpro custom fields that have no logical Salesforce equivalent (such as highly Deskpro-specific UI state fields) as candidates for exclusion or custom field mapping documentation.

File attachments on Deskpro tickets are downloaded to a staging bucket during export and re-uploaded to Salesforce as ContentDocument records linked to the parent Case via ContentDocumentLink. We preserve the original filename, MIME type, and file size. Very large attachments (over 25 MB per Salesforce limit) are flagged and either split or excluded with a written inventory for manual handoff. Inline images embedded in article body content are re-hosted to Salesforce's file storage with URL references updated in the migrated article body.

Deskpro automations including triggers, workflows, and SLA rules are not transferable between platforms due to differing automation engines. We document every active Deskpro workflow and trigger as a CSV specification with trigger conditions, actions, and delays. The customer uses this document to rebuild equivalent automation in Salesforce Flow. SLA rules in Deskpro map to Salesforce Entitlement Processes and Milestones if the destination org has Service Cloud with Salesforce Field Service or an equivalent entitlement add-on.