Migrate from Frappe Helpdesk to Salesforce Service Cloud

HD Ticket maps directly to Salesforce Case. We extract ticket status, priority, type, creation and modification timestamps, resolution description, and SLA deadline fields from the Frappe database. The destination Status field uses Salesforce's standard Open, Pending, Waiting on Customer, Escalated, and Closed values mapped from Frappe's Open, On Hold, Resolved, Closed. HD Ticket priority (Low, Medium, High, Urgent) maps to Case Priority with a custom field hd_original_priority__c preserving the Frappe label. Resolution date and SLA breach timestamps migrate to Case milestones through the Entitlement Process linkage.

HD Customer records map to Salesforce Contact. Name, email, phone, and organization link extract cleanly. The HD Customer's portal user status maps to a custom HasOptedOutOfEmail or Contact Active field depending on whether the portal was active. Organization link resolves to a Salesforce Account by name match; if no matching Account exists, we create one from the organization name before Contact insert. Custom fields on HD Customer require explicit field-level mapping to Salesforce custom Contact fields during scoping.

Every HD Ticket's Communication records migrate as Salesforce EmailMessage records linked to the parent Case. We preserve chronological order by setting EmailMessage.MessageDate to the original Frappe timestamp. Agent replies and customer messages are distinguished by the author field. Threading is maintained by setting the Case's Thread_ID__c field to the Frappe ticket name so email threading resumes correctly in Salesforce if the customer's email-to-case gateway is configured.

Frappe SLA Policies define response and resolution time windows by priority or ticket type. We map these to Salesforce Entitlement Processes with First Response Target and Resolution Target milestones. Each HD Ticket's SLA deadline migrates as an EntitlementId lookup on Case. If the destination Salesforce org does not have Entitlement Management enabled, SLA deadlines migrate as custom Case fields hd_first_response_due__c and hd_resolution_due__c instead.

Frappe Helpdesk Teams define agent groupings and inbox routing scope. We map team names to Salesforce Omni-Channel Queues with corresponding routing configurations. Team-level SLA assignments attach to the Entitlement Process. If the destination uses a simpler routing model without Omni-Channel, Teams map to Public Groups and assignment rules handle routing by criteria-based Case Assignment.

Frappe Helpdesk Agent records (user accounts with agent roles and permissions) map to Salesforce User records by email match. We preserve the agent's Frappe role name in a custom field hd_source_role__c. Agent workload history and assignment counts are flaggable as additional custom fields on User if the customer wants post-migration reporting continuity. Any Frappe agent without a matching Salesforce User enters a reconciliation queue for the customer's admin to provision before Case migration begins.

Frappe Assignment Rules automate ticket routing based on conditions (subject keywords, customer tier, ticket type). Complex rule logic with multiple conditions may not map directly to Salesforce criteria-based Case Assignment Rules, which support up to 25 criteria rows. We deliver a written inventory of every Frappe Assignment Rule with its conditions, priority order, and actions, mapped to the recommended Salesforce Case Assignment Rule entry or Flow alternative. The customer's admin implements the routing rules post-migration.

KB Articles and category hierarchy migrate to Salesforce Knowledge with Article Type mapping to the customer's configured article type. Article content HTML migrates as the Salesforce article body. Category assignments map to Data Category Groups. Article view counts and feedback ratings are noted as non-transferable because Salesforce Knowledge does not store these as standard fields; they can be added as custom fields if the customer requires the metric.

Pre-written response templates migrate to Salesforce QuickText as subject and body text. Dynamic variable substitution syntax used in Frappe (such as ticket.customer_name or ticket.subject) is flagged during scoping because Salesforce QuickText uses merge field syntax ({{!Contact.FirstName}}) that differs from Frappe's template engine. We map the available variables and deliver a variable substitution guide for the customer's admin to update canned response templates post-migration.

Tags on HD Tickets are stored as Tag entries. We map tag names to Salesforce Topics with TopicAssignment records, or to a custom multi-select picklist field on Case depending on the customer's preference. Tag strategy is chosen during scoping. If the destination Salesforce org uses a tagging taxonomy different from Frappe's, we preserve the original Frappe tag names in a custom field hd_original_tags__c for reference.

Ticket and Communication attachments in Frappe's file records migrate to Salesforce ContentDocument linked via FeedAttachment to the parent Case. Private files that require an authenticated Frappe session may be inaccessible during extraction; we flag inaccessible attachments during inventory and advise the customer to temporarily make files public or export them manually alongside the structured data export. Public file URLs re-download and re-upload without issue.

Custom fields on HD Ticket and HD Customer are extracted as key-value pairs and mapped to Salesforce custom fields (with __c suffix) on Case and Contact respectively. We pre-create the destination custom fields with matching types during schema design. Note that HD Ticket custom fields require HD Ticket Template configuration in Frappe to render in the agent view; during migration, custom field definitions are portable but the Template entry is not. We flag any missing template entries during validation and list them in the handoff document.