Migrate from Help Sumo to Salesforce Service Cloud

Help Sumo Tickets map directly to Salesforce Case records. We preserve ticket status (open, pending, resolved, closed) as Salesforce Case Status values, ticket priority as Case Priority, and the Help Sumo ticket ID in a custom field hs_ticket_id__c for cross-system reconciliation. The Case Origin field maps from Help Sumo's channel (email, chat, phone). If Help Sumo stores a resolution time or first-response timestamp, we migrate these to Salesforce standard fields or custom Case fields. Each Case requires a parent Contact, which we resolve from the Help Sumo Customer record by email match before Case import begins.

Help Sumo Customer records store name, email, company, and contact history in a flat structure. We split these into Salesforce Contact (with FirstName, LastName, Email) and Account (with Name and Website from the company field). The Customer's contact history in Help Sumo becomes Activity history on the Salesforce Contact after the Contact record is created. Email match is the dedupe key for Contact; company name match is the dedupe key for Account. If a Help Sumo Customer has no company name, we create a Person Account in Salesforce orgs where Person Accounts are enabled.

Help Sumo Agent accounts (name, email, role, and group assignment) map to Salesforce User records. We match Agents by email against the destination org's User table. Help Sumo role levels map to Salesforce Profiles (Agent to Agent profile, Admin to System Administrator or custom support profile). Group assignments in Help Sumo map to Salesforce Queues that we configure during migration scoping if the destination uses Queue-based case routing. Agents without a matching Salesforce User go to a reconciliation queue for the customer's admin to provision before Case migration.

Help Sumo Conversation threads are chronological message entries attached to a Ticket. Each message splits into a Salesforce EmailMessage record (for external customer-facing replies) and a CaseComment record (for internal team notes flagged as such in Help Sumo). The message body, author attribution (agent or customer), and timestamp migrate directly. Email addresses on messages map to the Salesforce Contact's Email field. Message attachments migrate as ContentDocument records linked to the parent Case.

Help Sumo tags are flat-label descriptors applied to tickets. We create a custom multi-select picklist field on the Salesforce Case object (e.g., hs_tags__c) and populate it with the source tag names. If Help Sumo uses more than 500 distinct tag values, we recommend a custom object or a Salesforce Taxonomy field instead. Tag name conflicts (duplicates after case-insensitive normalization) are flagged and resolved during scoping.

Files attached to Help Sumo tickets migrate as Salesforce ContentDocument records linked to the parent Case via ContentDocumentLink. We migrate the binary blob alongside metadata (filename, MIME type, file size, upload timestamp). Files exceeding Salesforce's 25 MB per attachment limit are flagged before migration. File types unsupported by Salesforce (e.g., executable formats) are flagged and excluded from the migration package with a written inventory for the customer's review.

Help Sumo Knowledge Base article body content migrates to Salesforce Knowledge articles. Publication status (draft, published, archived) maps to Salesforce article Published Date and Archived Date fields. The Help Sumo category hierarchy does not have a direct Salesforce Knowledge equivalent, so we map top-level categories to Salesforce Data Category Groups and subcategories to Data Category values. Article body content migrates fully; article URLs are regenerated by Salesforce's routing system. We flag regenerated URLs for the customer so they can update any public-facing KB links after cutover.

Help Sumo custom fields on tickets (e.g., product category, billing tier, contract type) map to Salesforce custom fields on the Case object. We pre-create the destination custom fields during schema design with Salesforce field types compatible with the source data format (Text, Picklist, Checkbox, Date, Number). Field-level mapping is documented in the migration spec with the Help Sumo field name, Salesforce field API name, and data type. Validation rules in the destination org that reference custom fields must be temporarily relaxed or updated to allow the migration data format.

Help Sumo stores a company name on Customer records. This company value becomes the Name field on a Salesforce Account. If the company name is absent on a Help Sumo Customer record, we create the Account with a placeholder name derived from the email domain. Account Website is populated from Help Sumo data where available. Account is created before Contact in the migration sequence so that AccountId is available for the Contact lookup.

Help Sumo tracks ticket status transitions with timestamps. Salesforce does not allow direct CaseHistory writes via API without special permission. We preserve the status transition log as a custom text field (hs_status_history__c) on the Case object formatted as a pipe-delimited timeline. The customer's admin can optionally configure Salesforce Field History Tracking on the Status field to capture future changes post-migration.