Migrate from Folder HelpDesk to Salesforce Service Cloud

Folder HelpDesk Tickets map directly to Salesforce Case. The ticket subject becomes Case Subject, body becomes Case Description, status maps to Case Status (Open/Pending/Closed), priority maps to Case Priority, and assignee resolves via owner email match to Salesforce User. Conversation history including internal notes migrates as CaseComments and EmailMessages linked to the Case. Folder's conversation thread order is preserved via timestamp sequencing during insert.

Folder HelpDesk Customer records (end-user contact records linked to tickets) map to Salesforce Contact. Name, email, phone, and any custom fields migrate directly. Contact is created before any Case import so that the ContactId lookup on Case is satisfied at insert time. The customer's organization link resolves to an Account if a matching Account exists or is created on-the-fly during Customer import.

Folder HelpDesk Organizations (company-level records grouping multiple customers) map to Salesforce Account. Organization name becomes Account Name, domain or website becomes Account Site or Web. If the customer uses a B2C model without distinct organizations, Organization records merge into the Contact's Account via a shared placeholder Account to satisfy Salesforce's Contact-Account relationship requirement.

Folder HelpDesk Agents map to Salesforce Users. We resolve agents by email match against the destination org's User table. Agents without a matching User go to a reconciliation queue for the customer's admin to provision before Case migration begins, because Case OwnerId is a required reference. Active/inactive status and role migrate as Salesforce User active flag and profile assignment.

File attachments on Folder HelpDesk tickets migrate as Salesforce ContentVersion (the binary) linked via ContentDocumentLink to the parent Case. We preserve filename, MIME type, and original upload timestamp. Files exceeding Salesforce's 25MB per ContentVersion limit are chunked or flagged in the transfer log for manual retrieval. Inline images embedded in ticket body HTML migrate as separate ContentVersion records linked to the Case.

Folder HelpDesk Tags (labels applied to tickets for categorization) migrate to Salesforce Case Labels (if the destination org has the Case Labels feature enabled) or to a custom multi-select picklist field on Case. We inspect the destination schema during discovery and apply whichever approach the customer's admin prefers. Tags with hierarchical structure are flattened with a prefix strategy (e.g., product-bug, product-feature) to preserve categorization intent.

Folder HelpDesk custom fields on tickets or customers are inspected during discovery and mapped to Salesforce custom fields of matching data type. Text fields map to Text, date fields to Date, dropdowns to Picklist, and checkboxes to Checkbox. Custom field availability varies by Folder HelpDesk pricing tier; we flag any tier-gated fields and replace them with destination-native equivalents or drop them if no equivalent exists. Custom fields are deployed to the destination org via metadata API before any data migration begins.

Folder HelpDesk knowledge base articles (public help articles with title, body HTML, and category placement) migrate to Salesforce Knowledge articles. We export title, body HTML, category/section placement, and attachments. HTML content requires normalization before import because Salesforce Knowledge uses a specific HTML sanitization model. Category placement maps to Salesforce Data Category Group and Category assignments. Attachments migrate as ContentVersion linked to the article.

Folder HelpDesk macros and email templates (pre-written reply text with variable placeholders) are exported as text with placeholder tokens preserved. Salesforce QuickText provides a comparable template feature with merge fields. Complex conditional logic in Folder macros requires manual reconfiguration in Salesforce Flow or QuickText as Salesforce does not support conditional template logic natively. We deliver a written inventory of every macro with its text, placeholders, and recommended Salesforce replacement.

Billable or tracking hours logged against a Folder HelpDesk ticket migrate to Salesforce Time Sheet Entry records (if the destination org has Field Service Lightning or a comparable time-tracking add-on) or to a custom Case_Time_Entry__c object with hours, agent, and Case lookup. Not all Salesforce Service Cloud deployments include time-tracking; we confirm the customer's requirements during scoping and apply whichever approach is appropriate for their edition and add-ons.

Folder HelpDesk team-level routing assignments (Groups or Teams) map to Salesforce Queues. Each Folder group becomes a Salesforce Queue for Cases, with group members resolved by email match to Salesforce Users. If the customer uses Folder's folder-based inbox routing for agent assignment, we map that to Salesforce Case Assignment Rules or Omni-Channel routing configurations, which the customer's admin rebuilds post-migration from the inventory we deliver.