Migrate from Movidesk to Salesforce Service Cloud

Movidesk Tickets map directly to Salesforce Case. The ticket status, priority, owner (mapped to Salesforce User by email match), ownerTeam, changedBy, and changedDate fields transfer to standard Case fields. The statusHistories audit log migrates as a custom CaseHistory__c child object with timestamp, changedByUser, oldStatus, and newStatus fields preserved. Movidesk's permanencyTimeFullTime and permanencyTimeWorkingTime map to Case SlaStartDate and a custom ResolutionTime__c field if SLA tracking is enabled.

Movidesk People records where the personType indicates an agent map to Salesforce User. We resolve by email match against the destination org's User table. Agent-specific Movidesk fields (accessProfile, team membership) map to Salesforce User fields and Permission Set assignments. Any Movidesk agent without a matching Salesforce User is held in a reconciliation queue for the customer's admin to provision before case import begins.

Movidesk People records where the personType indicates a customer map to Salesforce Contact. Email address and contact details transfer to standard Contact fields. If the Movidesk People record references a parent Organization, we resolve that Organization to its mapped Salesforce Account and set Contact.AccountId during import. Contact duplication is prevented by email-based deduplication logic before insert.

Movidesk Organizations map to Salesforce Account. Organization name becomes Account Name; address fields map to standard Account address fields; industry and other metadata map to custom fields or standard fields where naming aligns. Account is created before any Contact import so that Contact.AccountId references are satisfied at insert time. Organization-to-Account mapping uses the organization's unique ID as an external key for deduplication.

Movidesk Asset records map to Salesforce Asset, linked to the migrated Account and, where applicable, to a Case via a custom CaseAsset__c junction object if the destination org uses field service or product support workflows. Asset serial number, status, install date, and product reference migrate directly. The relationship between Asset and Organization (linked company) resolves to AccountId via the Account mapping.

Movidesk Services represent service-level abstractions (SLA tiers, service offerings). Salesforce does not have a direct Service object equivalent; we map these to either a custom Service__c object linked to Account, or to Entitlement records if the destination org has Service Cloud with Entitlement Management enabled. The customer chooses the strategy during scoping based on their SLA tracking requirements.

Movidesk Billing agreements track contractual service terms specific to the platform. These map to Salesforce Contract linked to Account. Contract start date, end date, status, and terms transfer to standard Contract fields. If the destination org does not use Salesforce Contracts, we map to a custom BillingAgreement__c object for audit and reporting continuity.

Movidesk Knowledge base Articles map to Salesforce Knowledge ArticleVersion records. Article title, body (rich text), summary, and category assignments transfer. Movidesk's articleStatus (draft, published, archived) maps to Salesforce PublishStatus. Multilingual Movidesk articles (one article per language) map to separate Salesforce article versions with Language = pt_BR, en_US, etc. We flag any Movidesk articles with incomplete category translations that may prevent them from displaying correctly after migration.

Movidesk KB categories structure the article hierarchy. Salesforce Knowledge uses DataCategoryGroup for article categorization and Topics for cross-cutting labels. We map the Movidesk category tree to Salesforce DataCategoryGroup with parent-child category relationships preserved. Each Movidesk category becomes a DataCategory in the configured category group, and topic assignments attach to migrated articles via TopicAssignment records.

Movidesk ticket custom fields use a POST-only API with three operations: InsertValues, UpdateValues, DeleteValues. There is no GET endpoint to retrieve the schema. We discover custom field definitions during scoping by reviewing Movidesk's field configuration export, then generate the correct POST operation per field during migration. Each custom field update counts toward the 10 req/min limit, so we batch and rate-limit these calls carefully, sequencing them after primary Case records are inserted. Destination custom fields are pre-created in Salesforce before migration begins.

Movidesk tags on tickets migrate as Salesforce Topics attached to the migrated Case record via TopicAssignment. Tags on Knowledge base articles migrate to Topics attached to the migrated article. We preserve the tag label as-is; the customer chooses whether to use Topics or a custom multi-select picklist on Case during scoping.

Movidesk SLA definitions govern response and resolution time commitments. We export SLA rules and map them to Salesforce Entitlement records linked to Account, with an EntitlementProcess defining the milestone (First Response, Next Response, Resolution) and time thresholds. Movidesk SLA escalation triggers map to Salesforce Omni-Channel routing rules or Flow-based escalation if the destination org has advanced routing requirements.