Migrate from Helprace to Salesforce Service Cloud

Helprace Tickets map directly to Salesforce Case. Subject maps to Subject, body to Description, status to Status, priority to Priority, assignee to OwnerId via User email resolution, tags to a multi-select picklist field Case_Tags__c, and custom fields to pre-created Salesforce custom fields of matching type. Reply threads migrate as CaseComments and EmailMessage records, preserving author identity and timestamp ordering. Helprace's satisfaction ratings migrate as a custom field on Case if Salesforce Service Cloud entitlements and surveys are not enabled.

Helprace Users with the customer role map to Salesforce Contact records. Email, name, and phone migrate directly. Organization membership from Helprace maps to the Contact's AccountId via Account lookup resolved from the Helprace Organization record. Group memberships migrate as a custom multi-select picklist field Contact_Groups__c for access-control decisions on the destination. We extract users via the Helprace User API endpoint, not bulk export, because Helprace's built-in export does not cover Users.

Helprace Organizations map to Salesforce Account. Organization name becomes Account Name; domain becomes Website. Account is created before Contact import so that AccountId is available at Contact insert time. This ordering is enforced in the migration runbook before any data moves.

Helprace User Groups map to Salesforce Group records of type Regular. Group membership — the list of Users assigned to each Group — migrates as GroupMember records linking UserId to GroupId. If the destination uses Salesforce Queue for case assignment, we map Helprace routing groups to Queues instead, using QueueSObject to associate the Queue with the Case object.

Helprace Teams (departments or branches) map to Salesforce Group records of type Regular, similar to User Groups. Agent assignments within each Team migrate as GroupMember records. If Teams are used for case routing, we treat them as Queues in Salesforce so that Omni-Channel can route Cases to the appropriate Team-based queue.

Helprace Community Topics (Questions, Ideas, Problems, Praise) have no direct Salesforce standard object equivalent. Questions could be modeled as Chatter Questions, but this requires Experience Cloud licensing and setup. We do not migrate Community Topics as functional records. We export a written inventory of all topics including title, body, reply count, vote count, status, and author, formatted as a structured CSV that the customer's admin can use to recreate topics in Salesforce Experience Cloud, a dedicated community platform, or as Chatter Feed Posts.

Helprace Docs articles map to Salesforce Knowledge ArticleVersion records. Title maps to Title, body to Summary or Body depending on Salesforce Knowledge article type configuration, category to Data Category Group assignments, and visibility settings to Article Visibility (Internal or Public). Helprace supports CSV bulk export for KB content — we use that path when available and fall back to API pagination for full article fidelity including embedded media.

Helprace Saved Replies map to Salesforce QuickText records. The message body migrates as QuickText.Message, and the category or folder maps to QuickText.Category. We flag every placeholder token ({{customer.name}}, {{ticket.id}}) in the message body as a manual review item — these must be replaced with Salesforce QuickText merge field syntax ({{{Contact.Name}}}) on the destination. This is a content correction step, not a data-loss risk.

Helprace Macros (multi-field update actions triggered in one click) do not migrate as functional automation because the execution model differs from Salesforce Flow. We export the full action list — field updates, assignments, tag additions — as a structured written inventory. The customer's admin uses this to rebuild equivalent Salesforce Flows or Case Auto-Response Rules. We do not write Flow definitions inside the migration scope.

Helprace attachments stored as file URLs are downloaded locally and re-uploaded to Salesforce as ContentVersion records linked via ContentDocumentLink to the parent Case or Contact. We preserve the original filename and file extension. If the file exceeds Salesforce's 25 MB per ContentVersion limit, we flag it for the customer's admin to store externally and link via URL.

Helprace ticket custom fields are exported with field name, type, and all values. We create matching Salesforce custom fields on the Case object before ticket migration begins, using type mapping (text to Text, number to Number, date to Date, dropdown to Picklist). Required-field constraints from Helprace are re-created as Required validation on the Salesforce field. Custom field ordering in the ticket view is noted for Page Layout configuration by the admin post-migration.