Migrate from Tikit to Salesforce Service Cloud

Tikit Tickets map directly to Salesforce Cases. Subject, description, status, priority, category, requester, and assigned agent transfer as typed Case fields. Full conversation thread history migrates as EmailMessage records linked to the Case. Custom ticket fields migrate as Case custom fields (__c) with type mapping from Tikit field types to Salesforce equivalents. Tikit ticket ID is preserved in a custom field tikit_ticket_id__c for audit and cross-reference.

Tikit Agents (licensed seats) map to Salesforce User records. We resolve agents by email match against the destination org's User table. Any Tikit Agent without a matching Salesforce User goes to a reconciliation queue for admin provisioning. Agent group and skill mappings migrate as Salesforce Permission Sets and Skills if the destination org has Service Setup > Skills enabled.

Tikit End Users (unlimited, unlicensable) map to Salesforce Contact records under the relevant Account. End User display names and email addresses migrate as Contact fields. Teams presence data and Entra ID-linked profile fields have no Salesforce equivalent and are excluded. End users without an Account relationship migrate under a default Tikit End Users Account that we create before migration.

Tikit departments control ticket routing, portal visibility, and SLA assignments. We map each department to a Salesforce Queue (for case routing) and a Case Record Type (for department-scoped page layouts and picklist values). Department-level SLA policies migrate as Entitlement Processes attached to the Contact or Account that represents the department's service tier.

Tikit KB Articles (title, body, category, publish status) map to Salesforce Knowledge Articles. Article body migrates as the Article's Summary or Body rich text field. Article categories map to Salesforce Data Category Groups and Categories if the destination uses hierarchical categorization, or to a picklist field if flat categorization is configured. Links to attached files in Tikit-managed storage transfer as ContentDocument attachments on the article.

Tikit article categorization structures migrate 1:1. If Tikit uses a flat category tree, we map to a Salesforce picklist on the Knowledge Article. If Tikit uses a hierarchical category structure, we map to Salesforce Data Category Groups with the same parent-child relationships. Customer chooses during scoping which model applies.

Tikit SLA definitions tied to ticket priority and department migrate as Salesforce Entitlements and Milestones. First Response Time and Resolution Time SLAs map to Salesforce First Response Target and Initial Response Target milestones. Note that Tikit's 'First Response' naming maps to Salesforce's 'Initial Response' milestone; we rename for accuracy during configuration. Business hours reference migrates from Tikit to Salesforce Business Hours record.

Ticket and KB Article attachments stored within Tikit's managed storage migrate as Salesforce ContentDocument records linked via ContentDocumentLink to the parent Case or Knowledge Article. Attachments linked via external URLs (SharePoint, OneDrive) are preserved as URL references in a custom field rather than migrated as files; we document all external attachment sources during the pre-migration audit so you can verify access continuity before cutover.

Tikit asset records (device name, type, assigned user, relationship data) map to Salesforce Asset. Intune device properties and Entra ID group memberships do not migrate as live integrations; we export the asset name, type, assigned contact, and relationship fields. If the destination org includes Field Service Management, Asset relationships map to Work Orders.

Tikit tags on tickets and articles migrate to Salesforce Topics (with TopicAssignment records) if the destination uses Salesforce's native topic taxonomy, or to a multi-select picklist field on Case if the customer prefers flat labels. Customer chooses during scoping. Tags that exceed Salesforce picklist value limits receive a comma-separated string in a long text area field.

Tikit Power Automate workflows are platform-bound and cannot be exported as transferable logic. We export a documented inventory of every active flow: trigger conditions, actions, conditions, delays, and notification recipients. This document is delivered with the migration package and serves as the configuration guide for rebuilding in Salesforce Flow. We do not build the Flow automations as part of the migration scope.

Tikit Virtual Agent training data, intent definitions, and fallback configurations are not exportable as transferable artifacts. We deliver a configuration summary document that lists every active intent, its confidence threshold, the KB articles it references, and its routing logic. Your Salesforce admin or a consultant uses this to configure Einstein Bots and Einstein Case Routing from scratch. We do not migrate Virtual Agent AI training to Einstein.