Migrate from Help Desk Premier to Salesforce Service Cloud

Help Desk Premier Tickets map to Salesforce Case records. Status maps to Case Status, Priority maps to Priority, Assignee resolves to Case OwnerId via the Agent-to-User lookup, and Requester resolves to Contact via the Customer email match. CreatedAt, ClosedAt, and LastModifiedAt migrate as native Salesforce fields after the admin enables Set Audit Fields upon Record Creation in User Permissions. Custom Ticket Fields route to Case custom fields via a field-level mapping pass during the schema scan.

Help Desk Premier Customer records map to Salesforce Contact. The email address is the dedupe key; we check for existing Contacts with the same email before inserting to avoid duplicates. If Help Desk Premier uses a flat contact schema without a separate company object, we either create an Account on-the-fly using the customer's domain or map to an existing Account identified during scoping. Phone, address, and custom contact-level fields map to typed Salesforce Contact fields.

Help Desk Premier Company records map to Salesforce Account when present in the source edition. Name becomes Account Name, domain becomes Website, and any custom company-level fields map to Account custom fields. Account is inserted before any Contact import so that the AccountId lookup is satisfied at Contact insert time. On editions that do not include a Company object, we skip this step and rely on the Customer mapping's domain-based Account creation.

Help Desk Premier Agent records map to Salesforce User. We resolve by email match against the destination org's User table. Any Agent without a matching User goes to a reconciliation queue for the customer's admin to provision before record import resumes, because OwnerId on Case is required for assignment routing. Role terminology from Help Desk Premier maps to Salesforce Profiles and Permission Sets selected during scoping.

Help Desk Premier Teams or Groups map to Salesforce Groups (public groups or queues). Team membership migrates as GroupMember records. Some Help Desk Premier editions restrict team membership to one agent; we flag this constraint during scoping and adjust the mapping if a one-agent team cannot translate cleanly to a Salesforce Group. Case assignment rules that reference Help Desk Premier team names are documented in the Workflow inventory for admin rebuild in Service Cloud Omni-Channel.

Custom fields on Help Desk Premier Tickets are read during the schema scan, typed (picklist, text, numeric, date, boolean), and created as Case custom fields in Salesforce before migration begins. Picklist values map to Salesforce picklist or global value sets; boolean maps to checkbox; numeric maps to number or currency depending on the field's semantic role. Unsupported field types are flagged in the mapping document with a recommended Salesforce equivalent for the admin to resolve.

Help Desk Premier ticket conversations map to Salesforce EmailMessage records linked to the parent Case via ParentId. Each EmailMessage carries FromName, FromAddress, ToAddress, Subject, Body, Incoming flag, and MessageDate. The activity timeline ordering is preserved by setting EmailMessage.MessageDate to the original timestamp. Internal notes migrate as Task records with Subject prefixed by the original note type label. We chunk conversation batches to respect Salesforce's EmailMessage API limits.

Help Desk Premier tag vocabularies normalize during the mapping pass. Tags used for ticket classification migrate to a Salesforce multi-select picklist on Case. Tags used for content categorization migrate to Salesforce Topics with TopicAssignment records. The customer chooses the tag strategy during scoping. Help Desk Premier's rich tagging model may flatten into the destination format; we flag any semantic loss in the mapping document.

Help Desk Premier KB articles and categories migrate to Salesforce Knowledge. Article body content, category hierarchy, and publication status are preserved. Articles associated to specific tickets generate a CaseArticle record linking the Knowledge Article to the migrated Case. Salesforce Knowledge requires article types to be created before import; we pre-create the article type and DataCategoryGroup visibility rules during the schema design phase. Articles with inline images migrate as ContentDocument records linked via ContentDocumentLink.

Help Desk Premier status values (Open, Pending, Resolved, Closed, or custom equivalents) map to Salesforce Case Status values in the active Sales Process. Status sequence order is preserved in the Statusvalues API field. The customer chooses whether to maintain a one-to-one status map or consolidate multiple Help Desk Premier statuses into fewer Salesforce status values during scoping. Priority values similarly map to Salesforce Priority field values.