Migrate from Salesforce Service Cloud to Freshdesk

Salesforce Case maps to Freshdesk Ticket. The Case Record Type becomes Freshdesk Ticket Type for segmentation. Case Status (Open, Pending, Closed) maps to Freshdesk Status (Open, Pending, Resolved, Closed) with a translation table for any custom status values. Case Priority maps to Freshdesk Priority. The Salesforce Case Number becomes Freshdesk Display ID preserved as a custom field for cross-reference during reconciliation. The original Case created date and closed date transfer to Freshdesk created_at and resolved_at timestamps.

Salesforce Contact maps to Freshdesk Contact. The Contact email is the dedupe key. FirstName, LastName, Email, Phone, and Title transfer directly. Multi-address records (Salesforce supports mailing and other addresses) transfer the primary mailing address; secondary addresses become custom Freshdesk contact fields. Any Salesforce Contact custom fields require Freshdesk contact field creation before migration.

Salesforce Account maps to Freshdesk Company. The Account Name becomes Company name; Account Number becomes a custom field for reconciliation. Salesforce Account hierarchy (parent Account) does not have a direct Freshdesk equivalent. We store the parent Account name as a custom Company field and recommend rebuilding hierarchy in Freshdesk Groups if needed. Industry and Type picklist values require translation against Freshdesk's custom field options.

Salesforce Case Comments (both public and private) map to Freshdesk Conversation records attached to the parent Ticket. The IsPublished flag determines whether the comment is a public note or an internal note in Freshdesk. Rich-text formatting in Salesforce Case Comments is sanitized to plain text with HTML stripped unless Freshdesk's HTML renderer is enabled. Private Case Comments migrate as Freshdesk internal notes with a flag preserved for audit.

Salesforce Case History tracks field-level changes (audit trail). Freshdesk does not have a native audit trail equivalent for field changes. We offer selective migration of Case History as a custom object or as activity log entries on the Freshdesk Ticket, or we flag this gap and recommend Freshdesk's built-in ticket activity log as the replacement. The customer chooses the scope during scoping.

Salesforce EmailMessage records attached to Cases migrate to Freshdesk Ticket Conversations. The email subject, body (HTML or plain text), from address, to address, and cc address transfer. Email attachments are extracted separately and linked via Freshdesk attachment API with the conversation reference preserved. Threading is maintained by ordering conversations by the Salesforce EmailMessage CreatedDate.

Salesforce Entitlement records define SLA terms (response time, resolution time) linked to Contacts and Accounts. We map Entitlement records to Freshdesk Service Level Agreements with First Response Time and Resolution Time targets preserved. The Entitlement's Remaining Time and breach-window calculation migrate as SLA milestone timestamps on the Freshdesk ticket. If the Salesforce org uses multiple Entitlement Processes, we configure multiple Freshdesk SLAs and map by Entitlement name.

Salesforce Case Milestones track individual SLA checkpoints (First Response, Resolution) with RemainingTime and CompletionDate. These map to Freshdesk SLA milestone records attached to the Ticket. We preserve the original milestone completion status, remaining time at migration, and breach timestamp. Milestone completion status (Met, Breached, InProgress) transfers as custom ticket fields if Freshdesk's SLA module is active.

Salesforce Case Team Members assign roles to Users on individual Cases. Freshdesk does not have a case team concept; we map team members to Freshdesk Ticket Collaborators added to the conversation thread. The Salesforce Case Team Role becomes a Freshdesk collaborator note. If the destination does not support collaborators, we convert team assignments to a custom Ticket field listing the team members.

Salesforce Users (agents and admins) map to Freshdesk Agents. We resolve by email match during migration. Any Salesforce User without a matching Freshdesk Agent account is held in a reconciliation queue for the customer's Freshdesk admin to provision before record import resumes. User Active status maps to Freshdesk agent availability. Profiles and Roles in Salesforce become Freshdesk Groups and Roles scoped per ticket type.

Salesforce Assets (products purchased by an Account linked to Cases) do not have a direct Freshdesk equivalent. We map Asset name and status to a custom ticket field or store as a Freshdesk Company custom field. Asset-to-Case linkage is preserved by adding the Asset reference as a custom ticket field on the migrated Ticket.

Salesforce Knowledge Articles migrate to Freshdesk Knowledge Base articles. Article versions, categories, and URL names transfer. Publishing states (Draft, Published, Archived) map to Freshdesk article status. Article content requires HTML sanitization for Freshdesk's article renderer. Category hierarchy in Salesforce maps to Freshdesk folder and section structure.