Migrate from UserHorn to Salesforce Service Cloud

UserHorn tickets map to Salesforce Case. We require the source field name for ticket subject, description, status, priority, and origin before mapping. Case Record Type is set based on UserHorn category or ticket type. Historical timestamps (created, updated, resolved) migrate to Case.CreatedDate, Case.LastModifiedDate, and a custom closed_date__c field if the source tracks resolution time separately. Without UserHorn API documentation, we instrument a discovery export to capture the actual field names and data types before field mapping is finalized.

UserHorn customer contacts map to Salesforce Contact records linked to an Account. If UserHorn stores only a name and email per ticket (no company), we create a single-person Account per Contact during migration. If UserHorn has a separate Organization or Company object, that maps to Account and the contact maps to Contact with AccountId resolved. We preserve the original requester email and any contact property fields (phone, role, company) in mapped Salesforce fields or custom fields.

If UserHorn has a distinct Organization object, those records map to Salesforce Account. Account.Name comes from the organization name, Account.Phone from the contact phone if available, and Account.BillingAddress from any stored address. Account is created before Contact import so that the Contact.AccountId lookup is satisfied at the moment of Contact insert.

UserHorn agents or assignees map to Salesforce User records by email address match. We resolve the User.Email lookup during migration. Any UserHorn agent without a matching Salesforce User is held in a reconciliation queue for the customer's admin to provision before record import resumes. Active versus inactive status migrates to a custom field agent_active_status__c on User for reference.

If UserHorn has agent teams or groups, those map to Salesforce Queues. We create Queue records during schema setup with names matching the UserHorn group labels. CaseOwnerId is set to either the resolved User or the Queue ID depending on whether the ticket was assigned to a specific agent or a team pool.

UserHorn ticket attachments migrate to Salesforce ContentDocument records linked to the Case via ContentDocumentLink. ContentVersion stores the file body and metadata (filename, content type, size). We preserve the original upload timestamp as ContentVersion.FirstPublishLocationId or a custom field attachment_uploaded__c. Large attachment batches (over 5,000 files) require chunking and individual ContentVersion inserts due to Salesforce storage and API batch limits.

UserHorn ticket comments and internal notes map to Salesforce CaseComment records linked to the Case. We use CommentType = 'Public' for customer-visible comments and CommentType = 'Private' for agent-only notes. The original timestamp migrates to CaseComment.CreatedDate. If UserHorn tracks comment authors separately, we resolve the author to a Salesforce User or Contact by email.

UserHorn ticket tags or labels migrate to a custom multi-select picklist field on Case (tag__c) if the tag count is under 150 values per Salesforce picklist limits. If tags exceed picklist capacity, we migrate tags to Salesforce Topics with TopicAssignment records. The customer chooses tag strategy during scoping.

UserHorn ticket status values (open, pending, resolved, closed) map to Salesforce Case Status picklist values. We define the mapping during discovery by reviewing UserHorn status labels. Status transition timestamps (time in open, time to first response) migrate to custom Case fields (first_response_time__c, resolution_time__c) for SLA audit if tracked in UserHorn.

Any custom fields on UserHorn tickets (checkbox, dropdown, date, number, text) require pre-creation in Salesforce as custom Case fields before migration. Field type mapping: UserHorn text to Salesforce Text(255) or TextArea; date to Date; number to Number; dropdown to Picklist. Validation rules on Salesforce custom fields must be reviewed before load to avoid record rejection.

If UserHorn has a knowledge base or article library, articles map to Salesforce Knowledge ArticleVersion records with the article type set during discovery. Article titles, body content, and category assignments migrate. We do not migrate the article approval workflow or published version history; we set all migrated articles to Draft status for the customer's knowledge manager to review and publish post-migration.

If UserHorn has SLA policies or service level targets tied to ticket response or resolution time, those map to Salesforce Entitlement records linked to the Account, with BusinessHours set to the customer's support hours. Case Milestones track first response and resolution time against the entitlement. We document the SLA mapping during discovery and configure entitlements in the Salesforce destination org before Case import.