Migrate from Tikit.Info to Salesforce Service Cloud

Tikit Tickets map to Salesforce Cases with CaseNumber as the reference, Subject as Title, Description as Description, Status as Status, Priority as Priority, and CreatedDate as CreatedDate. Tikit's internal notes field maps to Salesforce Case's internal Comments or to a custom long-text field depending on whether the note was public or private in Tikit. We flag descriptions exceeding 32 KB (Salesforce Description limit) for truncation during import and preserve the full original text in a custom field original_description__c.

Tikit Agents map to Salesforce Users. We resolve agents by email address match against the destination Salesforce org's User table. Because Tikit sources identity from Entra ID, we preserve the original Entra UPN as a custom field entra_upn__c on the Salesforce User record for identity reconciliation. The customer's admin provisions any Agent without a matching Salesforce User before migration begins. Active/Inactive status in Tikit maps to Active checkbox in Salesforce.

Tikit Requesters map to Salesforce Contacts. We create Contacts under Account records (using the requester's organization or department as the Account name if available) and preserve the requester's email address as the Contact email. Entra-sourced UPN and display name fields are preserved in custom fields entra_upn__c and entra_display_name__c for admin reconciliation. A requester who also appears as a Tikit Agent receives a separate Contact record alongside their Salesforce User record.

If Tikit stores organization records separately from requesters, they map to Salesforce Account. Account Name maps from the Tikit organization name; website maps from the domain if available. The Account is created before Contact import so that the AccountId Lookup is satisfied at the moment of Contact insert. If Tikit does not maintain a standalone organization object, we derive Account names from the requester's email domain.

Tikit Teams represent agent groupings that do not map directly to any standard Salesforce object. We offer two strategies: map Tikit Teams to Salesforce Public Groups (for sharing records) or to Service Queues (for case assignment routing). The customer's admin selects the strategy during scoping. Team member assignments migrate as GroupMember or QueueMember records. If the organization uses Salesforce Territories, we document the Team-to-Territory mapping as a configuration step.

Tikit Departments define organizational hierarchy for routing and reporting. Salesforce does not have a native department object. We map Tikit departments to Salesforce Account hierarchy (using parent Account as department parent) if the organization uses Account-to-Account parent relationships, or to a custom picklist field department__c on Case. Multi-department routing rules in Tikit map to Salesforce Assignment Rules or Omni-Channel Work Queues requiring post-migration configuration.

Tikit Knowledge Articles map to Salesforce Knowledge articles with the same title, body content, category, and publish status. Article-to-ticket relationships are preserved by populating a custom field related_ticket_id__c on the Salesforce Knowledge article with the original Tikit ticket ID. View counts from Tikit map to a custom field article_view_count__c. Internal-only articles in Tikit map to Salesforce internal article type if configured; otherwise they are flagged as requires_access_level_review. Article HTML body is sanitized during import to comply with Salesforce Knowledge rich-text field restrictions.

Tikit ticket comments map to Salesforce Case Comments (for customer-facing) or to a custom Case internal comments field (for private notes). We identify is-public flag in Tikit and route accordingly. Comment author maps by email lookup to the Salesforce User or Contact record. Timestamp ordering is preserved by setting CreatedDate on the Case Comment to the original Tikit comment timestamp. Threaded replies maintain parent-comment linkage where Tikit supports it.

File attachments on Tikit tickets are stored in Azure blob storage. We download each attachment, then create a Salesforce ContentVersion record (for file body and metadata) and a ContentDocumentLink connecting it to the parent Case. Attachments exceeding Salesforce's 25 MB per-file limit are flagged and split into multi-part uploads or stored as external links in a custom field external_attachment_url__c on the Case. Filename encoding is normalized to UTF-8 before upload.

Tikit custom ticket fields vary by tenant configuration and include dropdown, text, date, and user-reference types. We pre-create Salesforce custom fields (with __c API suffix) of matching data types on the Case object before migration. Dropdown picklist values in Tikit must be explicitly created as picklist values in Salesforce; we flag any picklist values missing from the destination and present a full picklist reconciliation report before field creation. User-reference custom fields map to Salesforce Contact Lookup or User Lookup depending on whether the reference pointed to a requester or an agent.

Tikit SLA policies define response time, resolution time, and business hours. Salesforce Service Cloud models SLAs as Entitlements (with Milestone tracking) and Business Hours. We map Tikit SLA policies to Salesforce Entitlement records linked to the Contact or Account, and configure Business Hours to match the Tikit calendar. Milestone types (First Response, Resolution) are created in Salesforce to correspond to the Tikit response and resolution time fields. This mapping requires a Professional or higher Salesforce edition.

Tikit Configuration Items (CIs) from the Cireson platform represent IT assets and their relationships. Salesforce has an Asset object for tracking products and installations, but it does not natively model the CI relationship graph. We map CIs to Salesforce Asset records with a custom field ci_relationship__c (long text) that stores the original CI dependency chain as a serialized reference list. The customer admin rebuilds the relationship graph as a custom CMDB custom object if required. This mapping is flagged as requiring post-migration schema review.