Migrate from UVdesk to Salesforce Service Cloud

UVdesk Tickets map directly to Salesforce Case records. The UVdesk ticket status (Open, Pending, Resolved, Closed) maps to Salesforce Case Status with a corresponding Case Status picklist value set we configure during Salesforce setup. Priority and type from UVdesk migrate to Case Priority and Case Type picklists. The UVdesk customer email becomes the Case ContactId via Contact lookup resolution, and we preserve the UVdesk ticket ID in a custom field uvticket_id__c for reconciliation.

UVdesk Customer records (name, email, company link) map to Salesforce Contact with Account resolved by company name matching. If a matching Account does not exist in Salesforce, we create it during migration so the Contact-to-Account relationship is satisfied at insert time. The UVdesk customer email serves as the dedupe key for Contact matching.

UVdesk Agents map to Salesforce Users with a Service Cloud license (or Salesforce Platform license if agents do not need full Service Cloud access). The UVdesk role (Admin, Manager, Agent) maps to a Salesforce Profile assignment determined during scoping. We resolve Agents by email match against the destination Salesforce org's User table; any Agent without a matching User goes to a reconciliation queue for the customer to provision before migration proceeds.

UVdesk Groups map to Salesforce Case Queues. Group membership (which Agents belong to which Groups) migrates as Queue membership records. We pre-create the destination Queues in Salesforce before any Case import so that the OwnerId reference is valid at insert time.

UVdesk Teams bundle specific Agents for targeted workload distribution and have no direct Salesforce equivalent. We map Team membership to a custom field team_name__c on the Case record and optionally to a secondary Queue if the customer's routing logic depends on team assignment. The customer chooses the Team mapping strategy during scoping.

UVdesk Mailboxes define the email inboxes that feed tickets into the platform. We map mailbox-to-email-source associations as Salesforce Email-to-Case routing address configurations in the destination org. The mailbox email address becomes the routing email address in Salesforce, and ticket threads migrate with the original mailbox identified in a custom field source_mailbox__c.

UVdesk Saved Replies migrate to Salesforce Quick Text records. Saved Reply category grouping maps to Quick Text Category. The response body migrates as the Quick Text message field. Agent-level Saved Reply associations and usage statistics (how many times a Saved Reply was used) do not migrate as usage analytics; we document the usage count for the customer's admin to prioritize rebuild in Salesforce Macros or Flow if needed.

UVdesk Knowledgebase Articles, Categories, and Folders migrate to Salesforce Knowledge articles with article types mapped to Salesforce Knowledge article types. This mapping applies only to UVdesk SaaS instances; if the source is Open Source, no Knowledgebase data exists and we exclude it from scope. The UVdesk ordering bug means we cannot rely on display order from the source; we migrate content and advise the customer to apply corrected ordering post-migration in Salesforce.

UVdesk custom ticket fields (text, dropdown, checkbox, date) map to Salesforce custom Case fields of equivalent type. Dropdown value lists require manual pre-creation in Salesforce before migration because picklist value sets must be defined in the destination schema first. We coordinate the custom field creation with the customer's Salesforce admin during the pre-migration schema design phase.

UVdesk ticket tags migrate to Salesforce as a custom multi-select picklist field on Case if the tag vocabulary is small and closed. If tags are open-ended or numerous, we map them to Salesforce Topics with TopicAssignment records linked to Cases. The customer chooses the tagging strategy during scoping based on how tags are used in reporting.

UVdesk ticket attachments migrate to Salesforce as ContentDocument records linked via ContentDocumentLink to the parent Case. We re-host files from UVdesk's file system or cloud storage to Salesforce's Files or Enhanced Notes storage during migration, and relink them to the corresponding Case record. Attachment file size and count affect migration timeline and price estimate.

UVdesk Workflows are automation rules that trigger actions based on ticket conditions. We do not migrate Workflows as code because UVdesk and Salesforce Flow are different automation models. We map Workflow rule names, trigger conditions, and actions to a written inventory document for the customer's admin to rebuild in Salesforce Flow, Omni-Channel routing rules, or Assignment Rules.