Migrate from ProProfs Help Desk to Salesforce Service Cloud

ProProfs Tickets map to Salesforce Case. The ticket status (open, pending, resolved, closed) maps to configurable Salesforce Case Status values per Business Process; we define the mapping during scoping so that closed tickets land as Closed cases with the appropriate Status and Reason. Ticket priority maps to Case Priority (High, Medium, Low). Ticket subject becomes Case Subject; ticket description becomes Case Description. We set the Case Origin to match the ProProfs channel (email, chat, web form) where available in the export.

ProProfs Customer records map to Salesforce Contact. The Customer email becomes Contact Email and serves as the dedupe key. First name and last name split from the Customer name field. Customer phone maps to Contact Phone. We resolve the Contact's parent Account by matching the Customer's associated Company to the destination Account during import. If a ProProfs Customer has no associated Company, the Contact is created as a Person Account (if Person Accounts are enabled in the destination org) or attached to a designated default Account for migration.

ProProfs Company records map to Salesforce Account. Company name becomes Account Name; website becomes Account Website; phone becomes Account Phone. The Company-Customer association migrates as Account-Contact lookups. Account is created before Contact import so that the AccountId reference is satisfied at the moment of Contact insert. Multi-company hierarchies (parent-child companies in ProProfs) map to Salesforce Account hierarchies if the destination org has them enabled.

ProProfs Agent profiles (name, email, role, team membership) map to Salesforce User records. We resolve agents by email match against the destination org's User table. ProProfs admin role maps to Salesforce System Administrator; ProProfs agent maps to the most permissive non-admin Salesforce license (typically Service Cloud User). Team membership is noted as a custom field or public group membership for manual assignment post-migration. Agents without a matching Salesforce User are held in a reconciliation queue for the customer's admin to provision.

ProProfs ticket conversations map to Salesforce EmailMessage records for customer-visible email threads and CaseComment records for internal agent notes. Public messages from both customer and agent sides become EmailMessage records with a thread Id linking them. Private agent notes from ProProfs (marked internal) become CaseComment with IsPublished = false. EmailMessage WhoId points to the resolved Contact; WhatId points to the Case. Original timestamps preserve activity timeline ordering.

Files attached to ProProfs tickets migrate as Salesforce ContentVersion records linked to ContentDocument attached to the Case via ContentDocumentLink. Original filenames and MIME types are preserved. We fetch attachments via direct URL when ProProfs provides accessible attachment URLs; when attachment URLs require authentication or expire, we coordinate with the customer to extract attachments from ProProfs directly before migration.

ProProfs labels migrate as Salesforce Case Tags if the destination org has Topics for Cases enabled (available from Professional tier). If Topics are not available or the customer prefers structured categorization, we map labels to a custom multi-select picklist field on Case. The label-to-ticket association migrates as tag assignments or field values respectively. The customer chooses the strategy during scoping based on their destination org's Service Cloud edition.

ProProfs supports seven custom field types: text, number, dropdown, date, checkbox, multi-select, and user reference. Each type maps to the equivalent Salesforce custom field type on Case. Multi-select values stored as comma-separated strings in ProProfs migrate to Salesforce multi-select picklist with the same delimiter. Date fields are validated to ISO date format before insert. User reference fields resolve to Salesforce User lookups if the referenced agent has a matching User in the destination org; otherwise the field is flagged and the value stored as text for admin review. We pre-create all custom fields in the destination org before migration begins.

ProProfs Knowledge Base articles migrate to Salesforce Knowledge. We request JSON or XML export from ProProfs (per article or filtered set) as the primary source because the full-site PDF export requires content reconstruction. Article title, body content, categories, and URLs migrate. Article status (published, draft) maps to Salesforce KnowledgeArticleVersion publishStatus. If only PDF export is available, we flag each article for content reconstruction and document it in the migration plan; this is a manual rebuild step not covered by standard migration scope.

ProProfs CSAT and NPS survey settings (not individual responses) migrate as configuration records in Salesforce if the destination org has Survey enabled. Survey questions map to Salesforce Survey questions; survey response data migrates as SurveyResponse records if the response volume is within API constraints. Aggregate response data (CSAT percentage, NPS score) is preserved as a custom field on Case for reporting. High-volume survey response migrations are scoped explicitly during discovery because Salesforce Survey API has object-level limits.

ProProfs Canned Responses have no export API. We document every canned response (title, content, usage context) during the scoping call and deliver a written specification for manual recreation as Salesforce Email Templates or Flow-rendered omnichannel macros post-migration. This is explicitly noted in the migration plan as a manual step outside standard migration scope.

ProProfs automation rules (workflows, triggers, SLAs) are server-side configuration with no documented export endpoint. We capture rule names, conditions, actions, and SLA thresholds (first response, resolution by priority) as a written specification during discovery. SLA thresholds migrate as a configuration guide for Salesforce Entitlement Processes and Milestones. Workflow rules and triggers require rebuild in Salesforce Flow by the customer's admin or a Salesforce partner post-migration.