Migrate from TeamSupport to Salesforce Service Cloud

TeamSupport Tickets map directly to Salesforce Service Cloud Cases. The Ticket ID is preserved as an external reference field (TeamSupport_ID__c) for audit traceability. Ticket status (Open, Pending, Resolved, Closed) maps to Case Status picklist values. Priority and Ticket Type migrate as custom or standard fields. The TeamSupport AssignedAgent field resolves to Salesforce OwnerId via the User mapping. Ticket-thread chronology (Conversations) migrates as Case Comments or EmailMessage records depending on the agent-versus-customer authorship flag.

TeamSupport Agents (Users) map to Salesforce Users. Because TeamSupport's Support API does not expose an endpoint for creating Users, we require the customer to manually pre-create Agent profiles in Salesforce with exact name and email matches before migration begins. The System Admin or appropriate profile checkbox must be enabled on each User to allow the migration service account to write associations. Mismatched names or emails result in silent association failures and orphaned Case assignments.

TeamSupport Groups map to Salesforce Queues. Like Agents, Groups cannot be created via TeamSupport's API. The customer pre-creates Groups in Salesforce as Queues with matching names and adds the appropriate Users as Queue Members. Group-to-ticket associations migrate as CaseTeamId or a custom Case Group lookup field depending on the destination org's configuration.

TeamSupport Customers map to Salesforce Contacts. Email is the dedupe key. Company name from TeamSupport resolves to an Account in Salesforce: if a matching Account exists by name, the Contact attaches to it; if not, we create the Account during import. Customer custom fields migrate as Contact custom fields with explicit type mapping for picklist values.

TeamSupport Customers carry an implicit company association. We extract the company name, create a Salesforce Account, and link the Contact to that Account during migration. If the customer uses TeamSupport's explicit company linkage, we preserve it as an Account-Contact relationship. Account custom fields migrate to Salesforce Account custom fields.

TeamSupport Products map to Salesforce Product2. Product Name, Product Code, and Product Line migrate. TeamSupport's Product Line hierarchy maps to a Salesforce Product Family or a custom Product Line custom field. Product associations to Tickets transfer as a custom junction object (Case_Product__c) or as a Product lookup on the Case, depending on whether multiple products per ticket are supported in the destination org.

TeamSupport Product Versions are a distinct object linked to Products and used to segment bug reports. Salesforce Product2 has no native version sub-object. We create a custom Case_Product_Version__c field on the Case or on the custom Case-Product junction object, or create a Version__c custom object with a lookup to Product2. The customer selects the strategy during scoping based on how Version data is queried and reported.

TeamSupport Product Lines group related products. Salesforce Product2 uses a Product Family picklist field for this purpose. We map TeamSupport Product Line names to Salesforce Product Family values. If the destination org already uses Product Family for another dimension, we create a custom Product_Line__c field on Product2 instead.

TeamSupport ticket conversations preserve thread chronology as Salesforce CaseComments (public notes) or EmailMessage records (email-thread entries). The agent-versus-customer authorship flag determines whether the entry is public (visible to customers via portal) or internal. Created timestamps and author names migrate to preserve the full resolution history. Inline images in conversation content download and re-upload as ContentDocument records linked to the Case.

TeamSupport KB articles and their category hierarchy migrate to Salesforce Knowledge. Article titles, body content, and visibility settings transfer. Category hierarchy in TeamSupport maps to Salesforce Data Category Groups for article routing by product line or issue type. Article-to-category assignments and article status (Draft, Published, Archived) are preserved. The customer configures Knowledge in the destination org before migration; Knowledge requires a specific Salesforce edition and configuration step.

TeamSupport does not expose a bulk-attachment export endpoint. We download each attachment individually via the TeamSupport API and re-upload to Salesforce as ContentDocument records linked to the Case via ContentDocumentLink. For large attachment volumes (thousands of files), we chunk the download-and-upload batches and implement exponential backoff retry logic to stay within TeamSupport's rate limits. Attachments exceeding 50MB require direct file-transfer coordination with the customer.

TeamSupport ticket tags migrate as Salesforce Case Tags (if the destination org has Tags enabled) or as a custom multi-select picklist field (Case_Tags__c). If tags are used for product or version classification in TeamSupport, we map them to the custom Case_Product__c or Case_Product_Version__c fields instead to preserve semantic meaning in reporting. The customer selects the tagging strategy during scoping.