Migrate from eDesk to Salesforce Service Cloud

eDesk Tickets map to Salesforce Case. The ticket subject becomes Case Subject; the full conversation thread (agent replies, customer messages, internal notes) migrates as CaseComments and EmailMessage records. Ticket status (Open, Pending, Resolved, Closed) maps to Salesforce Case Status with the Status values configured to match the customer's eDesk workflow stages. Priority from eDesk maps to Case Priority, and the original eDesk ticket ID is preserved in a custom field edesk_ticket_id__c for cross-system reconciliation.

eDesk's 200+ channel types (Amazon, eBay, Shopify, email, social, phone) have no direct Salesforce standard equivalent. We create a custom picklist field case_origin__c on Case and map each active eDesk channel to a corresponding picklist value. For Amazon and Walmart channels, we also preserve the marketplace order ID and seller SKU in custom fields on Case for order context visibility inside the Salesforce case record.

eDesk Contact records (customer email, name, phone, marketplace identity) map directly to Salesforce Contact. The customer's marketplace identity (Amazon Customer ID, eBay buyer username) migrates to a custom field marketplace_identity__c on Contact. If the destination org uses Person Accounts, we apply a pre-migration configuration to enable Person Account record types before importing eDesk contacts as Person Accounts rather than standard Contacts.

eDesk Agent accounts map to Salesforce User records. We resolve agents by email match. Any eDesk Agent without a matching Salesforce User goes to a reconciliation queue for the customer's admin to provision before record import resumes. Agent roles and team assignments from eDesk migrate to Salesforce Permission Sets or Public Group memberships depending on the destination org's security model.

eDesk KB articles migrate to Salesforce Knowledge with article type configuration matched to the source article categories. Article body migrates as structured HTML with internal/external visibility flags mapped to Salesforce Data Category visibility. Article-to-category assignments are recreated as Salesforce Data Category Group memberships. If eDesk articles contain marketplace-specific content (Amazon return policies, Shopify TOS), these migrate as custom fields on the Knowledge article type rather than embedded in the article body.

eDesk AI Classifications are a taxonomy for auto-categorising tickets that is not a standalone exportable object. We capture the AI classification values as custom picklist fields on Case (ai_category__c, ai_intent__c) during extraction, preserving the classification label and confidence score from the source. The customer rebuilds AI-powered case routing in Service Cloud using Einstein Classification or Flow-based routing rules configured post-migration.

eDesk canned response templates migrate as Salesforce Email Templates. Template variables such as {{customer_name}} and {{order_number}} are preserved as merge field strings; variable mapping to Salesforce merge fields (like {{!Contact.FirstName}}) is documented in a template mapping spreadsheet for the customer's admin to update. Dynamic content for multi-language templates migrates as separate Salesforce Email Template versions per language.

eDesk ticket tags migrate to Salesforce CaseTags with a companion custom multi-select picklist field case_tags__c on Case for reporting and filtering. If the eDesk tag taxonomy is used for routing or SLA assignment, we document the tag-to-queue mapping for rebuilding in Salesforce Omni-Channel routing configurations.

eDesk SLA configurations (first-response time, resolution time thresholds) migrate as Salesforce Entitlement Processes linked to Entitlement records on Cases. We preserve the SLA name, applicable case types, and time thresholds in Salesforce's milestone configuration. Note that Salesforce enforces SLA milestones via Entitlement Processes rather than as standalone policies, so the eDesk SLA rule logic requires manual rebuilding in Salesforce setup.

eDesk Smart Rules and Message Rules are eDesk-proprietary automation logic that has no direct Salesforce equivalent. We extract the rule configuration (trigger conditions, actions, time-based delays) as a machine-readable JSON document during extraction. The customer's admin uses this document to rebuild equivalent routing, escalation, and auto-response logic in Salesforce Flow and Omni-Channel. Rules are not migrated as active code; they are inventoried for manual rebuild.

Historical reporting data from eDesk's Automated Report Extracts API (Agents, Tickets, Channels, Chats, AI metrics) is exported as CSV snapshots at migration cutover. Live eDesk dashboards do not replicate in Salesforce because Service Cloud's reporting engine requires rebuilding reports against the migrated data. We deliver the CSV exports as a data warehouse ingestion package for the customer's BI team to load into Tableau, Looker, or the reporting tool of their choice.