Migrate from Usedesk to Salesforce Service Cloud

Usedesk Tickets map to Salesforce Case. The Usedesk status (Open, Pending, Resolved, Closed) maps to Salesforce Case Status with a custom picklist that preserves the original state names. Priority maps to Case Priority. Assignee maps to Case OwnerId via the Agent-to-User lookup. Subject and description map to Subject and Description. Custom fields on tickets are discovered during pre-migration audit and mapped to custom Case fields in Salesforce; any unmapped fields are flagged in the validation report and resolved before cutover. Channel origin (email, chat, messenger) maps to Case Origin.

Usedesk Clients map to Salesforce Account for organization-level data and Contact for individual person records. Email, name, phone, and custom client properties migrate. Where Usedesk stores both a company name and a personal contact, we create an Account and a Contact linked via AccountId. Phone number formats are normalized during transformation to E.164 where possible. Deduping uses email as the primary key for Contacts and company domain for Accounts.

Usedesk Agents map to Salesforce Users. We extract the agent roster and match by email against the Salesforce destination org. Role and permission parity between Usedesk and Salesforce is not 1:1; we flag which Usedesk role permissions need manual reassignment via Salesforce Profiles and Permission Sets post-migration. Inactive agents can be set as Salesforce Users with a Login=False setting to preserve historical assignment without enabling access.

Usedesk's up to 20 channel types (email, chat, social media, messengers) consolidate into Salesforce Case Origin for standard channels, with additional channel metadata stored as custom Case fields. Omni-Channel routing configurations are not migrated; we provide a channel mapping document listing which Usedesk channels map to which Salesforce channel types for manual Omni-Channel setup.

Usedesk Knowledge Base articles migrate to Salesforce Knowledge as KnowledgeArticleVersion records. Article title, content (HTML body), category, and publication status transfer. Article-to-ticket linking is preserved where the destination Salesforce org has the Article Number field available on Case; otherwise it is noted as a manual relink task post-migration. Categories map to Salesforce Data Category Groups if the destination org has these configured; otherwise articles are migrated without category hierarchy.

Usedesk tags used for ticket categorization migrate as flat label sets. Where the destination uses Salesforce native Case Tags, we create Tag records linked to Cases. Where the customer prefers a hierarchical taxonomy, we flatten the tag structure into a multi-select picklist custom field and flag what needs reorganizing in Salesforce. The customer chooses the tag strategy during scoping.

File attachments embedded in Usedesk tickets or knowledge base articles migrate to Salesforce ContentDocument via ContentVersion. Attachment URLs in Usedesk conversation threads are preserved as ContentDocumentLink records linked to the parent Case. We flag oversized files (over 25 MB) early in scoping and recommend Salesforce Files or Experience Cloud storage as the destination. Files attached to knowledge base articles link to the KnowledgeArticleVersion.

Usedesk conversation threads (public replies and internal notes) migrate to Salesforce EmailMessage records linked to the Case. Internal notes map to EmailMessage with IsPrivate=True. Agent names and customer names are preserved in the FromAddress and ToAddress fields. Timestamp ordering is maintained via EmailMessage.MessageDate. Case Thread ID is generated post-migration for email-to-case functionality.

Usedesk automation rules (triggers, conditions, chained actions) are exported as structured JSON documenting the original logic. We do not migrate automation as code because Usedesk's internal workflow engine does not export to Salesforce Flow format. We deliver a written inventory of each Usedesk automation with its trigger type, conditions, and recommended Salesforce Flow equivalent. The customer's admin rebuilds these in Flow post-migration.

Account-level settings, SLA configurations, and third-party integrations (CRM sync, analytics connectors) do not migrate. We document each Usedesk setting and integration in a pre-migration checklist with notes on how to configure the equivalent in Salesforce Service Cloud. SLA entitlements, omnichannel presence configurations, and service channel setups are rebuilt manually in Salesforce Setup.

Historical analytics and reporting data within Usedesk are not migrated. Reports are regenerated from migrated records in Salesforce Reports and Dashboards post-cutover. We deliver a report requirements document listing the Usedesk metrics the team used (ticket volume, response time, resolution rate, agent workload) with notes on how to replicate each in Salesforce Report Builder using the migrated Case data.