Migrate from Mojo Helpdesk to Salesforce Service Cloud

Mojo Tickets map to Salesforce Cases. The ticket subject and description migrate to Case Subject and Description. Ticket status (New, Open, Pending, Resolved, Closed) maps to Salesforce Case Status values which we configure as a Service Cloud Status picklist. Priority migrates to Case Priority. We resolve the Mojo Queue assignment to a Salesforce Service Channel or Omni-Channel routing configuration during import. Parent ticket linkage for sub-tasks maps to Case ParentId if the destination org has the Cases Hierarchies feature enabled.

Mojo Helpdesk agents map to Salesforce Users by email match. Mojo role (admin, agent) maps to Salesforce Profile and Permission Set assignments. Team assignments from Mojo queues become Salesforce Groups or Queues. We resolve agents against the destination Salesforce org's User table before ticket migration begins; any agent without a matching Salesforce User goes to a reconciliation queue for the customer's admin to provision first.

Mojo Contact records map to Salesforce Contact objects. The contact email serves as the external ID for deduplication. Mojo company affiliation maps to a Salesforce Account lookup. We preserve any custom fields on the Mojo Contact as Salesforce custom Contact fields, ensuring pre-creation in Salesforce before the contact import phase.

Mojo Queues are routing units tied to email routing rules and form submissions. They map to Salesforce Queues for case assignment and Service Channels for email-to-case routing configuration. We document the routing rules attached to each Mojo Queue and map them to Salesforce Email-to-Case settings, Omni-Channel routing configurations, and assignment rules in the destination org. Queue-level access control from Mojo higher tiers maps to Salesforce Queue sharing rules.

Mojo ticket comments (agent replies, customer replies, internal staff notes, and CC'd participants) map to Salesforce EmailMessage records attached to the Case. Internal staff notes from Mojo map to CaseComment with CommentType=Internal. Comment ordering is preserved by setting EmailMessage.IncomingDate and EmailMessage.MessageDate to the original Mojo timestamp. Attachments migrate as ContentDocument records linked via ContentDocumentLink.

Mojo free-form tags on tickets map to Salesforce Topics with TopicAssignment records, or to a multi-select picklist custom field on Case if the customer prefers a structured taxonomy. We determine the preferred strategy during scoping based on tag volume and classification needs. Free-form tags without a pre-defined taxonomy are noted as requiring manual cleanup post-migration.

Mojo custom fields on tickets and users must be pre-created in the destination Salesforce org before data can be populated. We audit Mojo's field schema during scoping, flag any missing Salesforce fields, and guide the customer to create them in Setup before migration begins. This prevents the silent data drop that occurs when Mojo's CSV import encounters a field that does not exist. Field data types are mapped: Mojo text becomes Salesforce Text, picklist becomes Picklist, date becomes Date, numeric becomes Number.

Mojo SLA timers (First Response Time, Resolution Time per priority) map to Salesforce Entitlement Processes and Milestones. The SLA breach timeframes per priority level from Mojo translate to Salesforce Milestone Time Targets. Mojo's pause-on-customer-reply logic maps to Salesforce's IsStopped = true flag on Case Milestones. Note that Salesforce Entitlement requires the Service Cloud User feature license or a separate Entitlement Management license; we confirm the destination org's license stack during scoping.

Mojo Knowledge Base articles migrate as Salesforce Knowledge articles. Article title, body content, categories, and publish status transfer. We export articles as structured data and import them as Salesforce Knowledge articles of the configured Article Type. Knowledge base storage tier limits from Mojo (Team plan capped storage) do not apply in Salesforce but Salesforce Knowledge requires a Knowledge Advanced license on some editions. Publishing workflow status from Mojo maps to Salesforce Article's Draft, Published, or Archived status.

Mojo Asset records (laptops, software licenses, warranties, contracts) map to Salesforce Asset objects. Asset type, status, location, and department fields migrate directly. We link Mojo assets to the corresponding Salesforce Contact or Account record using the customer email and company domain as the dedupe key. Note that Salesforce Asset requires the Field Service Lightning license or a separate Asset Management license on some editions; we confirm availability during scoping.

Mojo canned responses (pre-written reply templates associated with queues or categories) map to Salesforce Email Templates. Template body content, subject, and trigger conditions migrate. Salesforce Email Templates are bound to Folder sharing permissions, so we assign templates to a shared folder accessible to the relevant support queue Users. Canned response queue-specific logic maps to Salesforce Quick Text for inline use by agents.

Mojo custom forms (Ticket Request, RMA Request, Purchase Request) define submission structure and routing. We document the form field definitions and map them to Salesforce Web-to-Case form field mappings, Email-to-Case routing rules, or a Salesforce Experience Cloud form built in Lightning. Form-level routing to specific queues maps to Salesforce Assignment Rules or Omni-Channel Work Item routing configuration.