Migrate from Glassix to Salesforce Service Cloud

Glassix Tickets map to Salesforce Cases with status, priority, assignee, department, and channel origin preserved as Case fields. Ticket custom fields (setField extensions) map to equivalent Case custom fields that we pre-create in the destination org before migration. The Glassix ticket ID is stored in a custom field glassix_ticket_id__c for audit and cross-reference. Channel origin (email, chat, WhatsApp, social) maps to Case Origin or a custom channel picklist depending on the customer's routing configuration.

Glassix Customer profiles (contact details, interaction history, channel preferences) map to Salesforce Contact records tied to Account records. The Glassix customer email becomes the Contact Email field and is used as the deduplication key. We create the Account first so that the Contact.AccountId Lookup is satisfied at the moment of Contact insert. Any Glassix customer without a company name maps to a Person Account or a generic Account with the customer name in Account Name.

Glassix Agent records (name, email, role, department, availability) map to Salesforce User records. We resolve Agents by email match against the destination org's User table. Any Agent without a matching Salesforce User goes to a reconciliation queue for the customer's admin to provision before record import resumes. Role and department mappings from Glassix translate to Salesforce Profile and Public Group membership.

Glassix conversation threads map to Salesforce EmailMessage records linked to the Case, preserving full message chronology including internal notes, attachments, and timestamp sequences. Each message becomes an EmailMessage with FromName, FromAddress, ToAddress, Subject, Body, and Incoming flag. Attachments migrate as ContentDocument records linked via ContentDocumentLink to the Case. Internal notes from Glassix migrate as Task records with TaskSubtype=Task and IsVisibleInSelfService=false to keep them agent-internal in Salesforce.

Glassix Channels (email, chat, WhatsApp, Facebook, Instagram, Apple Messages) map to Salesforce Case Origin values or a custom multi-select picklist depending on the customer's Omni-Channel configuration. We determine the correct destination field during scoping based on whether the destination org uses standard Case Origin or a custom channel-tracking field.

Glassix chatbot configurations (trigger rules, response templates, training data) cannot migrate as executable code to Salesforce because the chatbot logic models are platform-specific. We extract the chatbot configuration schema and produce a written inventory documenting each bot's triggers, intents, responses, and escalation rules with recommended Salesforce Flow or Einstein Bot equivalents. The customer's admin or a Salesforce partner rebuilds chatbot logic in the destination org.

Glassix Ticket custom fields extend the Ticket object with customer-defined properties. We identify the custom field schema during scoping (setField endpoints), map each to an equivalent Salesforce Case custom field with matching data type, and pre-create the schema in the destination org before data migration. Multi-select, date, numeric, and text custom fields translate directly; any unsupported field types are flagged for manual entry or a custom development approach.

Glassix Workflows automate ticket routing, escalation, and auto-response based on conditions. These do not migrate as executable automation code to Salesforce Flow because the trigger models and action types differ. We deliver a written inventory of every active Glassix Workflow with its trigger event, conditions, actions, and a recommended Salesforce Flow equivalent (record-triggered, scheduled, or screen flow). The customer's admin rebuilds these post-migration.

Glassix Departments group agents and tickets for organizational routing. We create equivalent Salesforce Queues and Public Groups during schema design, mapping each Glassix department to a Queue with the appropriate Salesforce Profile membership. Agent assignments on Tickets resolve to the destination Queue or individual User depending on whether Glassix assigned to a department or a specific agent.

Glassix analytics dashboards (response times, CSAT scores, resolution rates, channel performance) are rendered data, not raw records accessible via API. We do not migrate historical analytics. We document the schema and metrics visible in each Glassix dashboard so the customer can rebuild equivalent reports in Salesforce Report Builder, Einstein Analytics, or Tableau CRM using the migrated Case, Contact, and Activity data.

Glassix Knowledge Base articles power chatbot responses and self-service. We export article content, categories, and article associations and map them to Salesforce Knowledge with equivalent article types and data categories. The article body (rich text, images, attachments) migrates as Salesforce Knowledge Article versions. Channel associations from Glassix articles map to Salesforce Data Category groups for routing-based article visibility.