Migrate from Help On Task to Salesforce Service Cloud

Help On Task Tickets map directly to Salesforce Cases. Subject, Status (open/pending/closed), Priority (low/medium/high/urgent), Requester (email), and Assignee (agent email) map to Case Subject, Status, Priority, Contact (resolved by email lookup), and Owner (resolved by agent email to Salesforce User). Case Origin defaults to Email or is set based on the ticket's channel field if present. CreatedDate and ClosedDate migrate via the Set Audit Fields upon Record Creation permission enabled in the destination org before load.

Help On Task Customer records (name, email, phone, company) map to Salesforce Contact. Email is the dedupe key. If a Contact with the same email already exists in the destination, we flag it for a manual merge decision; otherwise we create a new Contact and link it to the Case via ContactId. Company name maps to Account if a matching Account exists or is created during the migration run.

Help On Task Agent accounts map to Salesforce User records. 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 Case import resumes. Role and active/inactive status are preserved as a custom field agent_status__c for post-migration reference.

Help On Task tag names migrate as text values. If the destination org uses a custom tag field on Case, we create a multi-select picklist and populate it directly. If tags are used for categorization rather than label-based filtering, we recommend Topics and TopicAssignment records on Case as the Salesforce-native approach. The customer chooses the strategy during scoping, and we note any Help On Task tag limit differences.

Help On Task CSV exports flatten custom field values into columns but do not include field types, required flags, or options lists. We request a manual schema document (screenshot or list) from the customer covering every custom field definition before migration. We then create the corresponding custom fields in Salesforce using the correct field types (text, picklist, date, number, checkbox), set required and unique flags per the schema document, and import values against the pre-built schema. Without this step, custom fields land as plain text with no validation.

Help On Task stores attachments as signed or time-limited URLs that expire when the source account closes. We download all file attachments to a temporary blob store before the source account is deactivated. Each attachment is then uploaded to Salesforce as a ContentVersion linked to the parent Case via ContentDocumentLink. We preserve filename, content type, and the original upload timestamp as ContentVersion fields.

Help On Task threaded ticket replies export as message entries with author email, timestamp, direction (inbound/outbound), and body text. We reconstruct the conversation as Salesforce EmailMessage records on the Case. Inbound messages set EmailMessage direction to incoming; outbound agent replies set it to outgoing. Author attribution maps to Contact or User based on email resolution. Thread ordering is preserved by setting EmailMessage dates to the original timestamps.

If a Help On Task knowledge base exists, we export article titles, body content, categories, and publication status. Articles map to Salesforce Knowledge Article records of a matching article type. Publication status (draft/published/archived) maps to Salesforce Knowledge ArticleStatus values. Categories map to Data Categories or custom category fields on the article. We flag any articles with future publication dates for the customer's admin to schedule post-migration.

Help On Task ticket status values (open, pending, resolved, closed) map to Salesforce Case Status picklist values on the active Case status field. We configure the status values in the destination org before Case import so that the picklist is ready and no default-to-unknown fallback values appear in production.

Help On Task priority values map to Salesforce Case Priority values. If Help On Task uses more priority levels than Salesforce's default (High, Medium, Low), we create a custom priority field to accommodate the full scale and document the mapping in the field inventory.