Migrate from Helpdesk 365 to Salesforce Service Cloud

Helpdesk 365 Tickets map directly to Salesforce Case. The ticket subject maps to Case Subject, ticket body and thread history map to EmailMessage records linked to the Case, ticket status maps to Case Status, priority maps to Case Priority, and assignee maps to Case OwnerId resolved via the User mapping. We preserve the original Helpdesk 365 ticket ID in a custom field h365_ticket_id__c for cross-reference during the transition window.

Helpdesk 365 ticket conversation threads (agent and customer replies) map to Salesforce EmailMessage records. Each thread entry becomes a separate EmailMessage with the sender, timestamp, and HTML body preserved. We set the EmailMessage.parentId to the migrated Case ID and set the FromAddress and ToAddress based on the Helpdesk 365 contact and agent email fields.

Helpdesk 365 Contacts map to Salesforce Contact. Email address is the dedupe key. We map first name, last name, phone, and any custom fields on Contact. The Contact is created before the Case import so that the ContactId lookup on Case is satisfied at the moment of insert.

Helpdesk 365 Companies map to Salesforce Account. Company name maps to Account Name, domain maps to Account Website. Account is created before Contact import so that the AccountId lookup is resolved on Contact. We use the Account as the parent for any Contact records that reference the Helpdesk 365 Company.

Helpdesk 365 Tickets reference a Company (organization) that maps to Salesforce Account. We resolve the Helpdesk 365 company_id on each ticket to the migrated Account ID and set Case.AccountId accordingly. Tickets without a linked company map to the Contact's Account or remain unlinked until a customer admin confirms the correct Account assignment.

Helpdesk 365 Agent profiles (name, email, role, team) map to Salesforce User records. We match by email against the destination org's User table. Agents without a matching Salesforce User go to a reconciliation queue for the customer's admin to provision before Case import. The Helpdesk 365 agent role maps to a Salesforce Profile and Role assignment.

Helpdesk 365 Teams map to Salesforce Queues. Each team becomes a Queue of type Case, and team membership (the agents assigned to each team) maps to QueueMembership. We configure the Queue before migration so that Case.OwnerId can be set to the correct Queue ID during import.

Helpdesk 365 custom fields on Tickets map to Salesforce custom fields on Case. If the customer holds Helpdesk 365 Standard, we verify during scoping whether the source system carries more than five custom fields; if so, we present a field-reduction plan before migration. Salesforce Professional and above support unlimited custom fields per object. Field type mapping follows Salesforce conventions: text to Text, dropdown to Picklist, date to Date, and checkbox to Checkbox.

Helpdesk 365 KB articles (title, HTML body, category, publish status) map to Salesforce Knowledge ArticleVersion records. We transform the HTML body to Salesforce's article content format, map the Helpdesk 365 category to Salesforce Data Category, and set the article type based on the customer's Service Cloud configuration. Published articles migrate as Published version; draft articles migrate as Draft.

Helpdesk 365 tags on Tickets map to Salesforce Topics. We extract tag values during ticket extraction and create Topic records with the tag name, then create TopicAssignment records linking the Case to each Topic. Alternatively, if the customer prefers a flat label approach, tags map to a multi-select picklist on Case.

Helpdesk 365 attachments are URLs pointing to SharePoint document libraries, not files stored inside the helpdesk. We extract the attachment URL from each ticket record and store it in a custom field h365_attachment_url__c on the Case for reference. If the customer wants the actual files migrated, we download from SharePoint using the stored URL and Microsoft Graph API, then ingest as ContentVersion and link via ContentDocumentLink. This requires the customer's SharePoint credentials and is scoped separately during discovery.

Helpdesk 365 custom objects migrate to Salesforce custom objects of equivalent API name. We pre-create the destination schema including all custom fields, lookup relationships to standard objects (Account, Contact, Case), and validation rules before any data import. Custom object API names in Salesforce use the __c suffix per platform convention.