Migrate from Novo Help Desk Software to Salesforce Service Cloud

Novo Accounts (top-level company tenants managed by the Administrator) map directly to Salesforce Account. We use the Account Name as the dedupe key during import. In Salesforce, Account must exist before any Contact insert because Contact requires an AccountId lookup. If the exported Novo data includes an Account Type designation (optional field indicating service support level), we preserve it as a custom text field on the Account record.

Novo Contacts (individual end users within an Account who submit and receive tickets) map 1:1 to Salesforce Contact. The Contact's AccountId is resolved to the migrated Salesforce Account via the Account Name dedupe key before Contact insert. We preserve email, name, phone, and any contact-role designation from Novo.

Novo Tickets are the core support record and map 1:1 to Salesforce Case. We map Novo Ticket Subject to Case Subject, Ticket Description to Case Description, Ticket Status to a Salesforce Case Status picklist value (Open, In Progress, Waiting on Customer, Closed), Ticket Priority to Case Priority (Low, Medium, High, Urgent), and Ticket Assigned To to Case OwnerId resolved via User email lookup. The Case AccountId is resolved from the Ticket's parent Account relationship.

Novo Ticket status values (e.g., Open, In Progress, Pending, Resolved, Closed) are mapped to Salesforce Case Status values. During scoping, we inventory the exact status values used in the source data and configure matching Status picklist entries in the destination org before migration. Closed date from Novo maps to Case Closed Date if available in the export.

Novo Ticket Priority values map directly to Salesforce Case Priority picklist values (Low, Medium, High, Critical or Urgent depending on the destination org's configured values). We validate that the destination org's Priority picklist includes all values present in the Novo export before migration.

File attachments associated with Novo Tickets migrate as Salesforce ContentVersion records (the file body) linked to ContentDocumentLink records attached to the parent Case. We preserve file names, original paths, and file type. Large attachment batches are chunked and validated for integrity post-transfer. Any attachment size limits on the destination org are checked against the largest files in the export.

Novo Activity Tracking entries (audit-style log entries attached to Tickets) map to Salesforce Task records linked to the parent Case. Each activity timestamp migrates as Task ActivityDate, activity type migrates as Task Subject, and the activity body or description migrates as Task Description. If the export includes a separate activity type designation (e.g., comment added, status changed), we use Task Subject to encode that type.

If the Novo account uses custom fields on Tickets, we inventory each field during scoping, map its data type to the equivalent Salesforce field type (text, number, date, picklist, checkbox, etc.), pre-create the custom fields on the Case object in the destination org, and map values during migration. The scoping step includes a manual field inventory against the customer's specific Novo configuration because no public API exposes custom field definitions.

Novo Account Type or any other custom fields on the Account object are mapped to Salesforce custom fields on Account. We pre-create the destination schema in Sandbox, validate the field types, and perform the value mapping during production migration. Account-level custom fields are migrated before Contact migration to avoid referential integrity issues.

Novo Ticket Assigned To and Account Owner references map to Salesforce User via email address lookup. We extract every distinct owner referenced in the exported data and match against the destination org's User table. Any owner without a matching Salesforce User is held in a reconciliation queue for the customer's admin to provision before record import resumes. If the customer's Salesforce org does not yet have all agents provisioned, we flag this before migration begins.