Migrate from Herodesk to Salesforce Service Cloud

Herodesk Customers are contact records with webshop order links. We map each Customer to a Salesforce Account (the organisation) and a Contact (the individual) with the Contact.AccountId reference resolved at migration time. Email, name, phone, and any custom fields map to Contact fields. Webshop order references migrate as URL fields on the Account or as a custom field linking to the e-commerce platform. If Herodesk stores multiple contacts per organisation, we split them to separate Contact records under the same Account.

Herodesk Tickets are the primary work unit containing the conversation thread, status, assignee, priority, and timestamps. We map tickets to Salesforce Case with CaseOrigin, CasePriority, and Status fields resolved against Herodesk's channel and status values. Open tickets migrate with status preserved; closed tickets land as resolved Cases. The Herodesk assignee maps to Case.OwnerId via the User reconciliation step.

Herodesk conversation threads are a flat list of messages inside each Ticket. We map each message to a Salesforce CaseComment record (for internal or public replies) or an EmailMessage record (for email channel messages) linked to the parent Case. Direction (customer vs agent), timestamp, and author reference are preserved. Herodesk does not natively separate internal and public comments; we inspect the message visibility flag and map accordingly, defaulting to public CaseComment when the flag is absent.

Herodesk Users map to Salesforce Users by email match. We resolve Herodesk agent records to the destination org's User table and hold any Herodesk agent without a corresponding Salesforce User in a reconciliation queue pending admin provisioning. Agent name and email migrate; Herodesk role metadata maps to Salesforce Profile and Permission Set assignments that the admin configures post-provisioning.

Herodesk Inboxes aggregate channels and are tied to team access. We map each Herodesk Inbox to a Salesforce Queue for case assignment, or to an Omni-Channel Routing Configuration if the destination org has Omni-Channel enabled. On Plus plan Herodesk supports multiple Inboxes; we create one Queue per Herodesk Inbox during migration and map active tickets to their source Inbox queue.

Herodesk Email, Facebook, Instagram, and Chat channels map to Salesforce CaseOrigin values. Herodesk Chat messages are stored as conversation entries and migrate as CaseComments. Facebook and Instagram direct messages migrate as CaseComments unless the destination org has Facebook Messenger or Instagram Messaging integrations configured, in which case they map to the corresponding Digital Engagement channel.

Herodesk Tags are flat string labels applied to tickets. We map Tags to a Salesforce custom multi-select picklist field on Case (herodesk_tags__c) for reporting continuity. If the customer uses Tags for content classification, we map to Salesforce Topics with TopicAssignment records. The tag strategy is confirmed during scoping.

Auto-tagging rules are Herodesk workflow logic that applies Tags based on conditions. This logic has no export representation in the Herodesk API and cannot migrate as code. We audit all active auto-tagging rules during discovery, document the conditions and actions, and deliver a written Flow design for the customer's Salesforce admin to implement in record-triggered Flow after migration.

Herodesk Workflow Automations handle routing, auto-replies, and status updates via a rules engine. These do not migrate as Salesforce Flow because the two automation models are architecturally different. We deliver a complete written inventory of every active Herodesk Workflow with its trigger event, conditions, and actions, plus a recommended Salesforce Flow equivalent for the admin to rebuild post-migration.

Herodesk AI Agents manage automatic replies and translation settings on the Plus plan. Salesforce Einstein for Service provides AI case summarisation and agent coaching at the Enterprise and Unlimited tiers. We document the active Herodesk AI Agent reply rules and translation settings as a written specification for the customer to configure in Einstein for Service after migration.

File attachments on Herodesk tickets and messages migrate via the REST API. We download each attachment, upload to Salesforce as ContentVersion, and link it to the parent Case record via ContentDocumentLink with original filenames preserved. Inline images in conversation messages migrate as ContentDocument records with a reference in the corresponding CaseComment.