Migrate from SAAS First to Salesforce Service Cloud

SAAS First Tickets map directly to Salesforce Case records. The SAAS First ticket status (Open, Pending, Resolved, Closed) maps to Salesforce Case Status picklist values that we configure in the destination org. Priority from SAAS First migrates to Case Priority. We create a custom field saas_first_ticket_id__c on Case as a cross-reference for audit and reconciliation. Channel metadata (source channel: email, phone, chat) migrates to a custom picklist field Case_Origin__c.

SAAS First Customers map to Salesforce Contact. We use Customer email as the primary deduplication key. If the destination org already has a Contact with the same email, we link the Case to the existing Contact rather than creating a duplicate. Customer name, phone, and company name migrate to the Contact's corresponding fields, with company name used to resolve the AccountId reference if an Account record already exists in Salesforce.

SAAS First Customers may carry an organization or company name. We map this to Salesforce Account, creating an Account record before Contact migration so that the AccountId lookup is satisfied at the moment of Contact insert. If the customer does not use an Account model in Salesforce, we configure a single Account (e.g., 'Support Customers') as a placeholder and attach all Contacts to it during migration.

SAAS First conversation threads (back-and-forth between agent and customer) map to Salesforce EmailMessage records linked to the Case, with IsIncoming, MessageDate, TextBody, and FromName preserved. If the SAAS First thread contains internal notes rather than customer-facing replies, those map to CaseComment with IsPublished=false. Thread ordering is preserved by setting EmailMessage.MessageDate to the original SAAS First timestamp.

SAAS First Agents map to Salesforce User records. We resolve by email match against the destination org's User table. Any SAAS First Agent without a matching Salesforce User goes to a reconciliation queue for the customer's admin to provision before Case assignment migration proceeds. Case OwnerId resolves to the matched Salesforce User.

SAAS First Tags are flat, reusable labels on Tickets. We map these to a Salesforce custom multi-select picklist field Ticket_Tags__c on Case, with each distinct SAAS First tag added as a picklist value. If the customer uses more than 500 distinct tags, we recommend migrating to Topics with TopicAssignment records instead to avoid Salesforce multi-select picklist limits.

SAAS First file attachments on tickets migrate to Salesforce ContentDocument records linked via ContentDocumentLink to the parent Case. We extract the file binary from SAAS First, upload to Salesforce via the Connect API, and link with ContentDocumentLink LinkedEntityId set to the Case ID and ShareType set to V (View). Attachment filenames and MIME types are preserved in ContentVersion.Title and FileType.

SAAS First canned responses are text templates used by agents during conversations. We migrate them to Salesforce QuickText records with Category (support category), Subject, Body, and IsActive fields. QuickText is available from Service Cloud Professional tier. The customer admin assigns QuickText to a Category during setup post-migration.

SAAS First custom fields on Tickets (beyond status, priority, assignee) migrate to custom fields on Salesforce Case. We map SAAS First field data types to Salesforce equivalents: text fields to Text(255), number fields to Number, date fields to Date, checkbox fields to Checkbox, and dropdown fields to Picklist. Custom field API names are prefixed with saas_first_ to avoid collision with existing org fields.

SAAS First Customers with multiple associated Tickets: when a single Customer has multiple open or historical Tickets, each maps to a separate Case record linked to the same Contact. This preserves the per-ticket history while keeping a unified Contact profile showing the full support relationship across tickets. Customer-level totals (total tickets, resolved count) are computed post-migration using Salesforce Reports rather than stored as a single aggregated field.

We configure the Salesforce Case Status picklist to match SAAS First's ticket statuses. Each SAAS First status maps to a corresponding Case Status value with the correct IsClosed and IsClosedForActivities flags. If SAAS First uses custom status names, we replicate them as Case Status values rather than forcing a rename during migration, preserving agent familiarity with status labels.