Migrate from Tiflux to Salesforce Service Cloud

Tiflux Tickets map 1:1 to Salesforce Case. The Tiflux ticket ID is stored as tiflux_ticket_id__c as an external ID for dedupe and reconciliation. Ticket status (aberto, em atendimento, pendente, resolvido, fechado) maps to Case Status picklist values we configure in the destination org. SLA deadline timers from Tiflux link to the Case's associated Entitlement Process and Milestone. Child tickets (ticket filho) and ticket grouping are resolved via a dependency graph: parent Cases are inserted first, then children with their ParentId resolved from the mapping table.

Tiflux Clients map to Salesforce Account. Client annotations (anotações) migrate as Account Description or a custom rich-text field. Resource group linkages are preserved in a custom field client_resource_group__c. The client's associated Contract records are imported after Account creation so that the Account lookup on Contract is satisfied at insert time.

Tiflux Contacts belong to a Client and are the requester on Tickets. They map to Salesforce Contact linked to the Account resolved from the parent Client mapping. Name, email, phone, and extension fields migrate directly. Tiflux contact extension fields require a custom Phone extension field on Contact if the destination org uses phone extensions.

Tiflux Contracts link a Client to service agreement terms and SLA rules. They map to Salesforce Contract with AccountId resolved from the Client-to-Account mapping. Contract hours, billing terms, and SLA rule references migrate as custom fields since Tiflux SLA structures do not map directly to Salesforce Entitlement Processes without configuration.

Tiflux Entidades are customer-defined field groups attached to tickets, clients, or other objects. Each Entidade has a type, ID, and field values retrieved via the v2 API. Because entity schemas are customer-defined, we identify all Entidade types during discovery, pre-create equivalent Salesforce custom objects or custom field sets in the destination org, and import entity records before any ticket that references them. If the customer created Entidades manually in Tiflux without capturing their API IDs, we extract entity records via the v2 API and help the customer establish the mapping table before ticket import begins.

Tiflux Users include name, email, role, and permission group membership. We match by email against the Salesforce destination org's User table. Tiflux permission groups do not map 1:1 to Salesforce profiles and permission sets, so we map the most granular role assignment as a custom field and flag any group memberships that require manual profile assignment in Salesforce. Missing Users go to a reconciliation queue for the customer's admin to provision.

Tiflux Knowledge Base articles link to Clients and Catalogs. We export article content, categorization, and client associations. The category structure and visibility rules require field-level mapping to Salesforce Knowledge article types (which the customer's admin configures during scoping). Articles are imported after Account and Contact to preserve client linkage.

Tiflux Activities are scheduled tasks and calendar commitments tied to tickets or general workflows. We export activity records with periodicity, dates, and assignee. Mapping to Salesforce Task and Event requires resolving the assignee to the User mapping established earlier. Event records are inserted with WhoId pointing to the Contact and WhatId pointing to the Case.

Files attached to Tiflux tickets at creation or within conversation threads are exported as attachment URLs and metadata. File content transfer depends on whether the Tiflux API returns binary content or only references. We download files from Tiflux, upload them to Salesforce as ContentVersion records, and link them via ContentDocumentLink to the parent Case. Large attachment sets require chunked processing to stay within the 120 req/min API ceiling on the source side.

Tiflux Groups manage resource allocation and permission scoping. We export group membership and linking to Users and Clients. Destination permission models vary significantly between platforms, so we map group names and membership to a written permission matrix document that the customer's admin uses to configure Salesforce Groups, Queues, and Permission Sets post-migration.

Tiflux apontamento de horas are time entries logged against tickets for billing and consultancy purposes. Each apontamento record (hours, date, description, user) is aggregated and stored in custom fields on the parent Case: apontamento_hours__c (decimal), apontamento_entries__c (long text summary), and apontamento_users__c (text list). This preserves the billing-relevant data without requiring a separate custom object for time entries.