Migrate from Teamwork Desk to Salesforce Service Cloud

Teamwork Desk Customers blend person and organization into a flat record with a company_name field. We split this during migration: the organization component becomes a Salesforce Account record, and the person component becomes a Contact record linked to that Account via AccountId. Email addresses determine deduplication across both objects. The original company_name and all custom fields (Premium/Enterprise) map to equivalent Account or Contact custom fields. If a Teamwork Desk Customer has no company_name, the record becomes a Contact with no Account association.

Teamwork Desk Tickets map directly to Salesforce Case. Ticket status (Open, Pending, Resolved, Closed) maps to Salesforce Case Status with a custom status value set scoped to a Teamwork migration Record Type. Priority maps to Case Priority. Assignee resolves via email match to Salesforce User on Case OwnerId. Thread replies migrate as EmailMessage records (external-facing) and CaseComments (internal notes flagged as such in Teamwork). Original Teamwork ticket ID is preserved in a custom field tw_ticket_id__c for audit and cross-reference.

Teamwork Desk Agents map to Salesforce Users by email match. We resolve Agent.email against the destination org's User table during scoping. Active Agents with no matching Salesforce User enter a reconciliation queue; the customer's admin provisions the User before production migration. Agent role (Admin, Agent) maps to Salesforce Profile assignment. Agent inbox assignments do not migrate as queue memberships; we document the routing logic for Omni-Channel Skills-Based Routing configuration post-migration.

Teamwork Desk Inboxes route incoming email and forwarding rules to agents. We do not migrate Inboxes as data records because Salesforce uses Omni-Channel with Service Channels, Skills, and Presence configurations instead. During discovery we document every Inbox's channel type (email address, forwarding), routing behavior, and associated agents. The customer uses that documentation to configure Omni-Channel Routing in Salesforce after migration.

Teamwork Desk Tags on Tickets are a freeform vocabulary. We export all distinct tag values and present two options: recreate as Salesforce native Case Tags (if the org has this feature enabled) or map to a multi-select picklist custom field tw_tags__c on Case. The customer chooses during scoping. Tag-to-Case associations migrate as tag-string entries in the chosen destination field.

Teamwork Desk Helpdocs map to Salesforce Knowledge Articles (ArticleType: Troubleshooting_Article or a custom Article Type depending on content). Article Title, Body (rich text), Status (Draft, Published), and Author migrate. Category hierarchy from Teamwork maps to Salesforce Data Category Groups, which we set up before article import. Attachments on Helpdocs migrate as ContentDocument records linked to the Article via ContentDocumentLink. Publication date from Teamwork migrates as a custom field; Salesforce Knowledge sets CreatedDate to the import timestamp by default.

Teamwork Desk Category hierarchy (top-level and sub-categories) maps to Salesforce Knowledge Data Category Groups. We preserve the hierarchy as a two-level data category structure in Salesforce. If Teamwork has more than two levels, additional sub-categories flatten to a single child level in Salesforce; the remainder is documented as a gap for admin review.

Teamwork Desk custom fields (dropdown, text, date, number) on Tickets and Customers are available only on Premium ($36.75/user) and Enterprise plans. During scoping we enumerate every custom field, its type, and the objects it applies to. Each custom field is created as a typed custom field on the equivalent Salesforce object (Case or Contact/Account) before migration. Custom field values migrate as field data, not as configuration.

CSAT ratings on Teamwork Desk Tickets (Premium tier feature) have no native Salesforce equivalent on Case. We migrate the rating value as a custom numeric field csat_rating__c on Case and the submission timestamp as csat_submitted_date__c. If Teamwork stores a satisfaction label (Satisfied, Neutral, Dissatisfied), we map it to a custom picklist field csat_label__c.

File attachments on Teamwork Desk Tickets and Helpdocs are referenced by URL in the API. We download each attachment to local storage, then upload to Salesforce as ContentVersion, creating a ContentDocumentLink to the parent Case or Knowledge Article. We respect Salesforce file size limits (25 MB per ContentVersion for standard uploads) and flag any file exceeding the limit for manual handling.

Teamwork Desk time entries on Tickets (Pro tier, $18.75/user) are logged time against tickets. We export time entries as a structured record set with Ticket ID, Agent, duration, billable flag, and date. Since Salesforce Case does not natively store time entries, we create a custom object Time_Entry__c with lookup to Case, or map to custom fields on Case (total_time_spent__c, billable_time__c) depending on the customer's reporting needs. The customer chooses during scoping.