Migrate from Myndbend Process Manager to Salesforce Service Cloud

Parent tickets in Myndbend are standard Zendesk tickets with Myndbend metadata attached. We read all native Zendesk ticket fields (subject, description, status, priority, requester, assignee, tags) via the Zendesk Tickets API and insert them as Salesforce Cases. Myndbend approval status and required approver metadata migrate to custom Case fields (approval_status__c, required_approver_ids__c). We resolve the Zendesk requester to a Salesforce Contact or Lead by email match, and the Zendesk assignee to a Salesforce User by email match.

Myndbend child tickets are separate Zendesk tickets linked to a parent via Myndbend's internal reference. We preserve the parent-child linkage by creating a custom lookup field parent_ticket__c on the Case object that references the parent Case Salesforce ID. Myndbend's 'child must be solved before parent' blocking logic does not have a direct Salesforce equivalent — we document the requirement for a Salesforce Flow or entitlement rule to enforce child resolution before parent closure and flag it in the rebuild handoff.

Approver assignments live as Myndbend metadata on each ticket, referencing Zendesk agent IDs or end-user emails. We extract all approver records per ticket from Myndbend's Zendesk-side metadata and resolve them to Salesforce Users by email match. End-user approvers without Salesforce User records are created as Contacts and granted the appropriate internal Salesforce permission set for approval access. The approval decision status (approved, denied, pending) for each approver migrates to a custom Approval_Decision__c object with a lookup to Case and User.

Approval Groups are named collections of approvers managed within Myndbend's admin settings. We extract group membership and replicate as Salesforce public Groups (for internal agents) or a custom Approval_Group_Member__c junction object (for mixed internal and external approvers). We flag any conditional approval groups based on ticket field conditions as requiring Salesforce Flow rebuild in the automation handoff.

Myndbend Approval Flows (early access feature) define multi-step sequential approval chains with revision history as of v4.21. We map the current active flow state and step sequence to Salesforce Approval Processes, where each Myndbend step becomes a Salesforce Approval Step with assigned User or Group. Sequential vs parallel branching in Myndbend maps to the Salesforce step entry criteria. Note that Salesforce Approval Processes apply to records as a whole rather than per-ticket-child — complex hierarchies may require Flow augmentation beyond the standard Approval Process object.

Myndbend Ticket Templates define default values and Advanced Properties JSON applied when child tickets are created from a parent. We parse the Advanced Properties JSON during extraction, extract each referenced Zendesk custom field ID, and map it to its Salesforce equivalent custom field on the Case object. Templates without Advanced Properties (basic subject, status, assignee) map to Salesforce Flow Record-Triggered Automations that create child Cases with specified default field values when the parent Case meets defined entry criteria.

Myndbend Advanced Properties JSON uses exact Zendesk numeric field IDs and parent_copy or parent_placeholder substitution. We parse the JSON structure per template, map each Zendesk field ID to its Salesforce custom field API name, and flag any referenced fields that do not yet exist in the Salesforce destination and must be created before child Cases are generated from templates. Fields using parent_copy substitution are mapped to a formula field referencing the parent Case's field value.

Myndbend exposes webhook-based actions (add-approvers-by-id, add-approval-group, execute-approval-flow) that automate approver assignment via Zendesk triggers. We read all configured webhook actions and document them as a numbered action inventory with trigger conditions, action type, and target Myndbend payload. These do not migrate as code — the customer's Salesforce admin uses the inventory to rebuild equivalent Salesforce Flow record-triggered automations. We flag any webhook actions that reference external systems (Jira EAP sync) separately.

Myndbend generates branded approval request emails and reminder schedules from its own servers, not stored as records. These do not migrate. Email-based approval decisions made in Myndbend are not transferred — approvers must re-approve in Salesforce. We document the original decision status (approved, denied, pending) as a timestamp field on the custom Approval_Decision__c object for audit continuity, but the approval action itself must be re-executed in Salesforce.

Myndbend Ticket Export (beta) allows on-demand CSV exports filtered by parameters. These are ephemeral export configurations, not persistent workflow data. No migration value. Salesforce native export options (Data Loader, Data Export Service, Conga, or AppExchange reporting tools) provide equivalent export capability post-migration.