Migrate from Halo Service Desk to Salesforce Service Cloud

Halo Tickets map directly to Salesforce Cases. The Halo ticket type becomes Case Record Type, ticket status maps to Case Status picklist values that we configure during schema setup, and priority transfers to Case Priority. We resolve the linked Customer record to a Salesforce Contact and the linked Company to an Account at migration time so that AccountId and ContactId are populated on every Case. SLA associations migrate as Entitlement references we create in Salesforce before Case import begins.

Halo Customers are standalone contact records without an inherent Account relationship. Salesforce requires Contacts to belong to an Account. We map each Halo Customer to a Salesforce Contact linked to the Account created from the associated Halo Company. If a Halo Customer has no linked Company, we create a standalone Account for that Customer to satisfy the Contact-Account relationship requirement. The Halo customer email becomes the Contact Email, and phone data maps to Contact Phone.

Halo Companies map directly to Salesforce Accounts. The Account Name derives from the Halo Company name, and the billing or site address maps to the Account Address fields. Halo's site-specific information (site name, site type, location) migrates as custom fields on the Account record. Account is created before any Contact import so that the AccountId lookup relationship is satisfied at the moment of Contact insert.

Halo Agents map to Salesforce User records. We match Agents by email address to Salesforce Users. Agents without a matching Salesforce User go to a reconciliation queue for the customer's admin to provision before Case import begins, because Case.OwnerId requires a valid User or Queue reference. Team and role assignments from Halo migrate as Salesforce Role (hierarchy) and Profile (permissions) mappings defined during schema design.

Halo Teams migrate to Salesforce Queues for case routing. Each Halo team becomes a Queue object (Case.Queue) in Salesforce. We map the Agent-to-Team assignments from Halo to QueueMembership records so that Case routing by Queue functions immediately post-migration. Queue routing rules in Salesforce Omni-Channel are not migrated and must be configured by the customer's admin post-migration.

Halo SLA Policies define response and resolution timeframes tied to Ticket types and priorities. We translate these into Salesforce Entitlements (the policy itself) and Entitlement Processes (the milestone triggers). The business-hour calendar from Halo maps to the Salesforce Business Hours field on Entitlement. Entitlements are created before Case migration so that the EntitlementId field can be populated on each imported Case, resuming SLA clock tracking at go-live.

Halo KB articles with title, body content, and category assignments map to Salesforce Knowledge articles. We migrate article content with category hierarchy preserved as Salesforce Data Category Group assignments. Publish status from Halo maps to KnowledgeArticle.ArticleStatus (Draft, Published, Archived). Article attachments migrate as ContentDocument records linked to the article via ContentDocumentLink.

Halo Ticket conversations include both internal notes and customer-facing replies, distinguished by an is_public flag. We migrate customer-facing threads as Salesforce EmailMessage records linked to the Case; internal notes migrate as CaseComment records with IsPublished=false. Author attribution maps from the Halo Agent or Customer to the Salesforce CreatedById lookup. Timestamps are preserved as EmailMessage.IncomingDate and EmailMessage.MessageDate respectively.

File attachments on Halo Tickets and KB articles migrate as Salesforce ContentDocument records. We link each ContentDocument to the parent Case or KnowledgeArticle via ContentDocumentLink. Large attachment volumes can slow migration runs materially; we flag attachment-heavy accounts (over 1,000 attachments) during scoping so the customer can decide whether to migrate file history or reset attachment storage post-go-live.

Halo Assets linked to Customers and Sites migrate to Salesforce Asset records. The asset type, serial number, and linked software or license data transfer as typed fields on Asset. We resolve the Halo Customer reference to a Salesforce ContactId and the Halo Site reference to an AccountId on Asset during migration. Asset-to-Ticket relationships (which tickets reference which assets) migrate as CaseAssetRelation records or custom lookup fields defined during schema design.

Halo supports custom fields across Ticket, Customer, Company, and Agent records including text, date, dropdown, multiselect, and dynamic SQL lookup types. We pre-create corresponding Salesforce custom fields (with __c suffix) before migration, mapping field types to their closest Salesforce equivalents. Dynamic SQL lookup fields in Halo require manual replacement with Salesforce custom lookup relationships to the target object; we document each dynamic lookup field during scoping and recommend the replacement approach before migration.