Migrate from Desku.io to Salesforce Service Cloud

Desku.io Tickets map directly to Salesforce Case. Subject and description map to Case Subject and Description; status (Open, Pending, Resolved, Closed) maps to Case Status with a status value mapping defined during schema design; priority maps to Case Priority. We thread the full conversation history (agent replies, customer messages, internal notes) into EmailMessage records linked to the Case. Desku's created_at, updated_at, and closed_at timestamps migrate to Case.CreatedDate, LastModifiedDate, and a custom closed_date__c field because Salesforce does not expose a native Case closed date.

Desku Contacts (name, email, phone, company, custom properties) map to Salesforce Contact with an Account lookup. If Desku's company field is populated, we create or match a Salesforce Account first and link the Contact. If Desku stores no company data, we create a Personal Account (Salesforce allows this without a separate Account record) or a placeholder Account based on the customer's preference during scoping.

Each Desku conversation message (agent reply, customer message, internal note) becomes a separate Salesforce record. Agent and customer messages become EmailMessage linked to the Case with direction (Inbound/Outbound) and timestamps preserved. Internal notes become Task records with TaskSubtype=Task and IsVisibleInSelfService=False. We use CaseId as the parent reference and WhoId pointing to the Contact for each message author where a Contact record exists.

Desku Shared Inboxes (limited to 5 on Startup tier, unlimited on Team and Business) map to Salesforce Queues with a matching object type of Case. Each inbox's routing configuration (channel assignment, team assignment) is documented as a Queue SObject entry and the customer rebuilds routing rules in Salesforce Omni-Channel post-migration. We flag any inbox count exceeding Salesforce Queue limits (100 queues per org) during scoping.

Desku Knowledge Base articles with sections and categories export to Salesforce Knowledge as KnowledgeArticleVersion records. Desku category structure may need flattening because Salesforce Knowledge uses Data Category Groups for hierarchical taxonomy. We export publication status (Draft, Published) and map it to Salesforce's Article Visible flag. Article content with rich text and images transfers as-is; inline images are stored as ContentDocument linked via ContentDocumentLink.

Desku ticket tags (key-value labels) migrate to Salesforce Case Tag if the destination org has tag management enabled, or to a custom multi-select picklist field on Case if tags are not active. We inventory all distinct tag values during discovery and the customer selects the preferred destination strategy during scoping. Tags used for automation routing in Desku are flagged for rebuild in Salesforce Flow criteria.

Desku CSAT scores (Team and Business tiers only; Starter customers have no CSAT data) migrate to a custom numeric field csat_score__c on Case. The survey metadata (respondent, timestamp, channel) migrates to a custom Case field or related Survey Response object if the customer licenses Salesforce Surveys. We flag any Starter-tier migration missing CSAT data and document it in the reconciliation report.

Desku agent records (name, email, role, team assignment) map to Salesforce User by email match. Role maps to Salesforce Profile and Permission Set assignments the customer configures pre-migration. Desku's Round Robin assignment configuration is documented as a reference for rebuilding in Salesforce Omni-Channel Assignment Rules. Any agent without a matching Salesforce User goes to a reconciliation queue for the customer's admin to provision.

Desku custom ticket fields and custom contact properties (text, number, dropdown, date, checkbox) export with their field type and migrate to Salesforce custom fields pre-created on the Case or Contact object. Field type mapping: text to Text(255), dropdown to Picklist, multi-select to Multi-Select Picklist, number to Number, date to Date. We require the destination custom fields to be created before migration begins so that values can insert directly rather than requiring a second pass.

Desku Automation rules (Ticket Automation on Business tier, limited rules on Team tier) are platform-specific JSON configuration, not records in a transferable schema. We export the full rule definitions as a structured JSON bundle including trigger conditions, filters, and actions. The customer receives a written rebuild guide mapping each Desku automation trigger to a Salesforce Flow record-triggered flow or Omni-Channel routing rule. Rebuild typically requires 1-4 hours depending on automation complexity.