Migrate from SympoQ to Salesforce Service Cloud

SympoQ Tickets map to Salesforce Case records. The ticket subject becomes Case Subject; ticket body and conversation thread entries migrate as EmailMessage records linked to the Case. We preserve the original ticket ID in a custom field sympoq_ticket_id__c for cross-reference. Ticket status maps to Case Status, priority to Case Priority, and assignee to Case OwnerId resolved via the User mapping. Custom fields on the ticket migrate to custom Case fields of matching type. If the source account is on the Free Plan during migration, we coordinate timing to avoid blocking active customer submissions mid-migration.

SympoQ Agents map to Salesforce User records. We resolve by email address during import. Agent role (Admin, Agent) from SympoQ maps to a Salesforce Permission Set or Profile assignment that we document during scoping. Agent queue assignments in SympoQ do not map directly to Salesforce Queues but rather to Case Assignment Rules and Omni-Channel Skills configurations that the customer's admin defines post-migration.

SympoQ Customers map to Salesforce Contacts. The customer email, name, phone, and custom fields migrate directly. If the customer also represents a company, we create a parent Account record and link the Contact to it via AccountId. Bulk customer import is a Premium-tier feature on SympoQ; we verify the source account tier during scoping and flag any limitations on the number of customer records that can be exported per month.

SympoQ Queues (department-scoped ticket containers) map to a combination of Salesforce Case Queues and Assignment Rules. Each SympoQ queue becomes a Salesforce Queue with the queue name preserved. Ticket-to-queue assignments map to Case Assignment Rules that route cases based on Origin, Category, or custom field values. Skills-based routing (Premium tier on SympoQ) maps to Omni-Channel Skills on the Salesforce side, requiring configuration during the schema design phase.

SympoQ custom submission forms define how customers create tickets. Form field definitions and mandatory/optional status migrate as Salesforce custom fields on the Case object, and the form layout is documented for recreation in Salesforce as either a Web-to-Case form, a Lightning Component, or a Flow screen. Conditional logic and field dependencies do not transfer automatically and are noted for manual rebuild.

SympoQ Knowledgebase Articles export to CSV natively and map to Salesforce Knowledge Articles of the configured article type. Article title, body, category, and metadata migrate directly. We flag articles where the CSV export stripped formatting or embedded media references. Category hierarchy from SympoQ maps to Salesforce Data Category Groups, which are configured during schema design. Formatting fidelity issues are noted for manual post-migration review.

SympoQ email templates (stored as Settings) migrate as Salesforce Email Templates. We map template name, subject line, body content, and variable placeholders. Rich formatting and conditional logic may require manual adjustment after migration because template variable syntax differs between platforms. We document the full template inventory including which templates are active for inclusion in the rebuild scope.

SympoQ Workflow Rules automate ticket processing and assignment. These are settings-level constructs exported via the Settings API. We map rule triggers, conditions, and actions and deliver a written inventory identifying the equivalent Salesforce Flow type for each rule. Record-triggered rules map to Salesforce Flow's record-triggered variant; time-based rules map to Scheduled Flow. The rebuild itself is outside migration scope and handled by the customer's admin or a Salesforce partner.

SympoQ's embedded web widget is a customer-facing submission portal. Widget configuration (domain mapping, blank-label options) exports as Settings data. We document the configuration for recreation as a Salesforce Embedded Service Deployment, which uses a different deployment model (Lightning Web Components) and requires manual setup post-migration.

Analytic reports, ticket summaries, and billable time records are generated on demand in SympoQ and are not accessible via API for export. Historical report data cannot be migrated programmatically. We deliver a written inventory of the SympoQ reports the customer uses, with their dimensions and filters, so the admin can rebuild equivalent Salesforce Reports or Analytics Cloud dashboards post-migration.