Migrate from Suptask to Salesforce Service Cloud

Suptask Tickets map to Salesforce Cases with Assignee preserved as OwnerId (via User mapping), Status mapped to Case Status values, Priority mapped to Case Priority, Description mapped to Case Description, and Organization mapped to AccountId via a pre-built Account lookup. Free-plan ticket history truncation is flagged before export; we confirm the customer's Suptask plan tier and warn explicitly about any records unavailable for migration.

Suptask Organizations (used for departments, teams, or end-customer names) map to Salesforce Accounts. We use the Organization name as the Account Name and apply a standard Account Record Type. Organizations with ticket associations are pre-loaded so that the AccountId lookup is satisfied at the moment each Case is inserted.

Suptask Inboxes (container objects grouping Responder channels and Forms) map to Salesforce Queues or Case Record Types depending on the customer's routing model. Each Inbox's Form definitions inform the Case Record Type and Page Layout assignment. We document the Inbox-to-Queue or Inbox-to-RecordType mapping as part of the migration specification.

Suptask Form fields (custom fields exposed on the ticket submission interface) map to Salesforce custom fields on the Case object. We inspect the destination org's Case schema, create any missing custom fields with appropriate types (text, picklist, number, date), and map form field values during ticket migration. Multi-select form fields map to Salesforce multi-select picklist fields.

Suptask Agents are identified by Slack user membership in Responder channels, not by a dedicated user table. We extract all unique Slack users referenced as Assignees or responders, map them by email to Salesforce User records, and flag any Slack users who appear in Responder channels but were never intended as active support agents. The customer's Salesforce admin provisions any missing Users before migration. We do not create Salesforce Users from Slack identities; we resolve existing Users.

Suptask Tags (flat string values used for ticket categorization) migrate to a Salesforce multi-select picklist field on Case. We preserve all tag values and their associations. If the tag vocabulary exceeds Salesforce's picklist limit, we discuss splitting tags into multiple fields or converting to Topics with TopicAssignment records.

Suptask ticket attachments reference Slack-hosted files. We download each file, re-host it as a Salesforce ContentDocument via ContentVersion, and link it to the parent Case via ContentDocumentLink. Slack attachment URLs are replaced with Salesforce ContentDocument download links. Large attachment volumes (over 10 GB total) require additional staging time and are flagged during scoping.

Suptask automation rules (Custom plan only) are exported as rule definitions and documented as a written Flow inventory. Each rule's trigger, conditions, and actions are mapped to the closest Salesforce Flow equivalent (record-triggered Flow, scheduled Flow, or autolaunched Flow). We do not build the Flows; the inventory document guides the customer's admin or a Salesforce partner through recreation.

Suptask Macros (templated responses for recurring ticket types) migrate as Salesforce Email Templates with merge fields mapped to Case and Contact fields. Complex macros with conditional logic map to the Flow inventory. The customer chooses whether to activate email templates immediately or review them before deployment.

Suptask KB Articles migrate to Salesforce Knowledge if the destination org includes the Knowledge feature. Article content, categorization, and internal notes transfer as KnowledgeArticleVersion and DataCategorySelection records. If the destination org does not include Knowledge, we deliver KB article content as a written content inventory for manual upload.

Suptask reports mirror the Export API data structure and do not have a migratable configuration format. We deliver a written inventory of Suptask report definitions (metrics, filters, groupings) mapped to equivalent Salesforce Report types and fields so the customer's admin can rebuild them in Salesforce Reports and Dashboards.