Migrate from Tele-Support HelpDesk to Salesforce Service Cloud

Tele-Support HelpDesk Tickets map to Salesforce Case records. The ticket subject becomes Case Subject, description becomes Description, status maps to Case Status (Open/Closed), and priority maps to Case Priority. We preserve the original Tele-Support HelpDesk ticket ID in a custom field tsh_ticket_id__c for cross-reference. Custom ticket fields migrate to custom Case fields pre-created during scoping. We resolve assignee by matching Tele-Support HelpDesk agent email to Salesforce User email.

Tele-Support HelpDesk Customer records map to Salesforce Contact. Customer email becomes Contact Email, name maps to LastName (with FirstName split on space if available), and phone maps to Phone. Company association in Tele-Support HelpDesk Customer resolves to a Contact's AccountId via the Company mapping. RMA history attached to the Customer profile migrates to a custom multi-select picklist or related Custom Object rma_history__c that we configure during scoping.

Tele-Support HelpDesk Company records map to Salesforce Account. Company name becomes Account Name, domain becomes Website, and address fields map to BillingAddress. The parent-child linkage from Company to Customer records is preserved as Account-to-Contact relationships. Multiple Tele-Support HelpDesk Customers under one Company become multiple Contacts under one Account.

Tele-Support HelpDesk Agents map to Salesforce User records via email address lookup. Agents must have an active Salesforce User account before ticket assignments can be written. We extract all agent records during scoping, match by email, and hold any unmatched agents in a reconciliation queue. The customer's Salesforce admin provisions missing Users before record import proceeds.

Tele-Support HelpDesk Teams map to Salesforce Case Queues. We extract team names and membership during scoping, create corresponding Queues in Salesforce, and assign Users to Queues based on the original Tele-Support HelpDesk team membership. Queue-based routing requires the customer to configure Case Assignment Rules post-migration to auto-assign by queue.

Tele-Support HelpDesk custom ticket field schemas vary per account (text, numeric, dropdown, date). We extract the full field schema from the source API before migration begins, create matching custom fields on the Salesforce Case object during the schema design phase, and map values by field type during import. Dropdown fields require a corresponding Salesforce picklist with matching values; we flag any value mismatches during scoping.

Tele-Support HelpDesk ticket conversations migrate to Salesforce CaseComment records (public) and EmailMessage records (email channel). Thread ordering is preserved by setting CreatedDate to the original Tele-Support HelpDesk message timestamp. Internal notes from Tele-Support HelpDesk migrate as CaseComment with IsPublished=false. We flag tickets approaching 250 messages as candidates for thread splitting per Tele-Support HelpDesk platform behavior.

Binary attachments associated with Tele-Support HelpDesk tickets migrate as Salesforce ContentDocument records linked to the Case via ContentDocumentLink. Original filenames and MIME types are preserved. Inline images embedded in ticket replies migrate as separate ContentDocument records linked to the parent CaseComment. Attachment migration significantly extends migration time; we present the Skip Attachments option during scoping and recommend testing both paths with a demo before committing.

Tele-Support HelpDesk tags are flat label strings applied to tickets, customers, and companies. We migrate tag names as Salesforce multi-select picklist values on the Case object if the customer's tag count is under 150. If the customer uses tags for content classification, we offer a Salesforce Topics migration with TopicAssignment records. The customer chooses tag strategy during scoping.

Tele-Support HelpDesk Knowledge Base articles migrate to Salesforce Knowledge as ArticleType records. Section hierarchy maps to Data Category groups; article body, publication status, and view counts are preserved. Salesforce Knowledge requires article types to be configured before import; we design the article type schema during scoping. View counts migrate to a custom field article_view_count__c as Salesforce Knowledge does not natively store this metric.