Migrate from TOPdesk to Salesforce Service Cloud

TOPdesk Calls map to Salesforce Case records. The Call type (incident versus service request) becomes a Case custom field or Record Type distinction. TOPdesk priority and status values map to Salesforce Priority and Status picklist values, which we configure before migration. Operator assignment maps to Salesforce Case OwnerId with User resolution by email. Custom fields on the Call object map to custom fields on Case.

TOPdesk Changes (Simple, Extensive, and Request for Change) map to Salesforce Case records with a custom change_type field distinguishing between the three TOPdesk statuses. For customers using Salesforce Change Management (add-on cloud), we map TOPdesk Changes to the native Change object. Authorization activities from TOPdesk Extensive Changes migrate as related Case records or custom child objects to preserve the approval trail.

TOPdesk Hardware records map to Salesforce Asset. The asset serial number, status (active, item), location, and install date transfer to the equivalent Salesforce Asset fields. We use the Asset Status picklist to represent the TOPdesk status code. Parent-child hierarchy links (where Hardware has child Software, Licence, or Network Component records) require recursive API traversal in TOPdesk before writing to Salesforce.

TOPdesk Software records map to Salesforce Asset with a custom field identifying the record type as software. Licence links from the TOPdesk asset hierarchy become Salesforce Asset Relationship records or custom lookup fields on the Asset object. If the customer does not have the Asset Management module licensed, the software endpoint returns an empty result set without a permissions error; we validate module availability before attempting this mapping.

TOPdesk Licence records migrate to Salesforce Asset with a custom licence_type__c field, or to a dedicated custom Licence object depending on the customer's reporting needs. Licence expiry dates, quantity, and assigned_to fields map to custom date and number fields on the destination object.

TOPdesk Network Component records map to Salesforce Asset with a custom network_component_type__c field distinguishing between router, switch, firewall, and other network device categories. Parent-child links to Hardware or other Network Components are resolved through recursive TOPdesk API traversal before insertion into Salesforce.

TOPdesk allows up to five freely definable object types used for custom entities unique to the organization's data model. We pre-create matching custom objects in Salesforce during the schema design phase, mapping each freely definable object's custom fields to the corresponding Salesforce custom fields. These objects often have lookup relationships to Calls, Changes, or Assets, which we resolve at migration time through parent-record lookup.

TOPdesk People records (requesters who submit Calls) map to Salesforce Contact. The Person's department, location, and custom fields transfer to Contact fields. We deduplicate by email during migration. If a Person record lacks an email, we generate a placeholder and flag it for the customer's admin to resolve post-migration.

TOPdesk Operators map to Salesforce User records. We resolve by email match against the destination org's User table. Any Operator without a matching Salesforce User goes to a reconciliation queue for the customer's admin to provision before record import. Active and inactive operator status maps to the Salesforce User IsActive flag.

TOPdesk Known Error Cards store a problem cause and a possible solution as first-class objects. We migrate these as Salesforce Case records with custom fields for problem_cause__c and workaround__c, or as Knowledge Articles if the customer enables Salesforce Knowledge during migration. The linked problem relationship is preserved as a custom lookup field on the Case.

If the customer has the Knowledge Management module licensed in TOPdesk, articles migrate to Salesforce Knowledge. Article categories map to Salesforce Data Category Groups, and article content transfers to the Knowledge Article Summary and Body fields. We preserve links between KB articles and Calls if those relationships exist in TOPdesk.

Attachments linked to Calls, Changes, Assets, and other objects migrate to Salesforce ContentDocument and ContentVersion records. We extract attachment metadata (filename, size, content type) from the TOPdesk API and associate each file with the parent record via ContentDocumentLink. Files are linked to the migrated Case, Asset, or custom object record depending on the source attachment context.