Migrate from Mint Service Desk to Salesforce Service Cloud

Mint SD Tickets map directly to Salesforce Cases using Subject, Description, Type (Incident/Request/Problem), Status, Priority, and the agent-assigned Owner. The Mint SD ticket number becomes a custom field csd_ticket_number__c because Salesforce generates its own Case Number auto-increment field. Custom fields on Tickets follow the per-installation schema extraction process: we introspect the source custom field definitions, map each to a Salesforce custom field by data type, create any missing fields in the destination org, and flag orphaned fields with no Salesforce equivalent in a pre-migration remediation checklist.

Mint SD Companies map to Salesforce Accounts. The company name becomes the Account Name field, and the domain or any associated contact email domain maps to the Account Website field. We preserve the link between Companies and Tickets as the Case-Account relationship. If the Mint SD Company has custom fields, those follow the same custom field extraction and type-mapping process as ticket custom fields.

Mint SD agents map to Salesforce Users by email address. We extract the full agent list from the source, match by email against the destination Salesforce org, and place any unmatched agents in a provisioning queue for the customer's Salesforce admin to create before record migration proceeds. Role and group memberships do not map directly because Salesforce uses Profiles and Permission Sets; we deliver a role-to-profile recommendation table during the handoff phase.

Mint SD Queues are the central organizational unit that bundles ticket routing, agent permissions, and SLA rule attachments together. Salesforce separates these into Omni-Channel Service Channels, Routing Configurations, and Omni-Flows for routing; Profile and Permission Set permissions for access; and Entitlement Processes for SLA breach tracking. We extract the queue structure from Mint SD, map each queue to a destination Routing Configuration or Case Assignment Rule by closest-matching name, and preserve the permission set in a written recommendation table. The SLA attachment for each queue maps to an Entitlement Process separately (see SLA Rules mapping).

Mint SD SLA rules attach to Queues by name and define breach times and warning thresholds per Ticket Type or Priority. Salesforce Entitlement Processes define First Response and Resolution milestones tied to an Entitlement record, which is in turn attached to an Account or Asset. We map each Mint SD SLA-to-Queue linkage by name to a Salesforce Entitlement Process, create the corresponding Entitlement record, and attach it to the relevant Account or Asset. Any SLA rules that reference Queue names without a direct Salesforce equivalent are flagged in the pre-migration scope document.

Mint SD custom fields are defined per-installation with no standard baseline. We extract the complete source custom field set during scoping, classify each by data type (text, number, date, picklist, checkbox, lookup), and map them to Salesforce custom fields of equivalent type. Salesforce picklist values must match the source enumerated values exactly. Any source custom field with no Salesforce type equivalent (e.g., a complex nested array from Mint SD) is flagged as an orphaned field and listed in the remediation checklist with a recommended Salesforce custom object or workaround.

Mint SD Assets map to Salesforce Asset records. The asset name, serial number, status, and product reference migrate directly. Assets linked to Tickets in Mint SD preserve their relationship as Case-Asset lookups in Salesforce. Asset custom fields follow the same per-installation extraction and type-mapping process as ticket custom fields. Asset-Account linkage is resolved by matching the linked Company in Mint SD to the migrated Account record.

Mint SD Change Management records have custom approval chains and link to Tickets. Salesforce does not have a native change-enablement object. We map change records to a custom Case record type (e.g., 'Change Request') with custom fields capturing the change type, risk level, and approval status. Approval chains migrate as a written inventory for the customer's admin to rebuild in Salesforce Flow Approvals. We preserve the Ticket-to-Change linkage as a Case-to-Case lookup using a custom self-referential lookup field.

Mint SD time entries linked to Tickets migrate to Salesforce Task records with TaskSubtype = LogACall or a custom task type field, linked to the parent Case via WhatId. The duration, description, and agent timestamp preserve. Time entry custom fields follow the standard custom field mapping process. If the destination org uses Salesforce Field Service, time entries map to ServiceAppointments instead.

Mint SD stores attachment references as URLs or file paths on Tickets and Assets. Source file URLs will not resolve in Salesforce after migration. We either re-upload attachments to Salesforce Files (ContentVersion) during migration and create ContentDocumentLink records to the parent Case or Asset, or we update the attachment references to point to the new Salesforce-hosted location. We validate a random sample of attachment links post-import to confirm they resolve correctly.

Mint SD Ticket Types (Incident, Request, Problem, and any custom types) map to Salesforce Case Type picklist values. We preserve the source type value set exactly. If the destination org has a different Case Type picklist, we extend it to include all source values before migration begins.

Mint SD Status values (Open, In Progress, On Hold, Resolved, Closed, and any custom statuses) map directly to Salesforce Case Status values. Priority values (Low, Medium, High, Critical) map to Salesforce Priority. Both use enumerated picklists in both platforms, making direct value mapping straightforward with no type conversion required.