Migrate from SupportBee to Salesforce Service Cloud

SupportBee Tickets map directly to Salesforce Cases. The Ticket Unanswered/Answered status maps to Salesforce Case Status values (New, Working, Escalated, Closed). Ticket Priority maps to Case Priority (High, Medium, Low). We preserve the full conversation thread as Case Thread comments with the isPublished flag set to true for customer-visible messages and false for internal agent notes. Subject and description map from Ticket title and initial message body.

SupportBee Customer profiles (email, name, organization, custom fields) map to Salesforce Contact. The customer organization maps to Salesforce Account (created first as the parent record) and the Contact's AccountId is resolved at migration time. Any SupportBee custom fields on Customer map to custom Contact fields pre-created in the destination org.

SupportBee Agents map to Salesforce User records by email match. We resolve every Agent referenced on a Ticket assignment and match against the destination org's User table. Agents without a matching Salesforce User enter a reconciliation queue for the customer's admin to provision before record import resumes. Active/inactive status maps from SupportBee agent state.

SupportBee Teams map to Salesforce Queues for case routing and Public Groups for org structure grouping. We create Queues with the appropriate Case object assignment during schema setup and map each SupportBee Team to its corresponding Queue ID during Ticket migration. The customer's admin configures Queue routing rules in Salesforce Omni-Channel post-migration.

SupportBee Labels are flat key-value tags on Tickets. We map Label names to Salesforce Tags on the Case record. Salesforce Tags use a different data model (entity-tag junction table) so we create Tag entries during migration and associate them with Cases via TopicAssignment records or a custom Tag__c field if the org does not have Topic Modeling enabled.

KBee articles migrate to Salesforce Lightning Knowledge Article records. SupportBee's folder hierarchy is flattened into Salesforce Data Categories (primary and secondary category assignments) during migration. Article title, body content, and publication status (published/draft) map directly. We document which KBee articles were linked from which Tickets so the customer can re-link after migration since URL-based article links do not transfer across platforms.

SupportBee Snippets (templated agent responses organized in folders) map to Salesforce Classic Email Templates or Lightning Email Templates. Folder hierarchy from SupportBee is preserved as a naming convention (Folder Name / Snippet Name) in the Template name since Salesforce Email Templates use a flat folder model. HTML formatting from Snippets is preserved in the Template body. The customer reorganizes folder-based Snippets into Salesforce's template library post-import.

SupportBee Filters (saved ticket view configurations with criteria-based queues) are documented as a written inventory during extraction. Salesforce does not have an equivalent filter-as-code concept; we recreate filter criteria as Saved Views on the Case list view during post-migration setup and hand off the documented filter logic to the customer's admin.

SupportBee CSAT ratings attached to Tickets are preserved as a custom numeric field (CSAT_Score__c) on the Case record in Salesforce. We map the rating value (1-5 scale) and the associated Ticket so the historical satisfaction record transfers with the case context. If the customer uses Salesforce Survey integration, CSAT can route there post-migration.

File attachments on SupportBee Tickets and KBee articles are downloaded and re-uploaded to Salesforce as ContentVersion records linked to the Case via ContentDocumentLink. Original filenames and attachment order within conversation threads are preserved. We handle inline images embedded in KBee article bodies as ContentVersion records with the parent Knowledge Article ID.

SupportBee Business Hours (Enterprise tier) define when the team is available for SLA tracking. We export the schedule and calendar configuration and recreate it in Salesforce Setup > Business Hours. SLA Policies from SupportBee do not have a direct Salesforce equivalent and are documented for rebuild as Salesforce Entitlement Processes post-migration.