Migrate from Zammad to Salesforce Service Cloud

Zammad Tickets map directly to Salesforce Cases. Ticket state (new, open, pending, closed) maps to Case Status, priority maps to Case Priority, and the group assignment maps to the Salesforce Queue or direct OwnerId assignment. Full article thread history migrates as EmailMessage records (for email-type articles) and ContentDocumentLink-attached Files (for internal notes and attachments), preserving author, timestamp, and body content in the original sequence. Zammad ticket tags migrate as a custom multi-select picklist field on Case.

Zammad Agents map to Salesforce User records (agent side) and optionally to Contact records if the agent is also a customer contact in the system. We resolve by email match against the destination org's User table. Agents without matching Users go to a reconciliation queue for the customer's Salesforce admin to provision before the ticket migration phase begins, because OwnerId references are required on Case insert.

Zammad Customers map to Salesforce Contacts. The Zammad customer User account is not a licensed User in Salesforce; it becomes a Contact record linked to the parent Account (mapped from Zammad Organization). We resolve the AccountId lookup at migration time using the Zammad Organization reference.

Zammad Organizations map to Salesforce Accounts. Organization membership links are preserved as Contact-to-Account relationships. A Zammad User can belong to multiple Organizations, which maps to a Contact belonging to one primary Account with additional AccountContactRelation records for secondary affiliations. Organization-level custom Object Attributes migrate to custom fields on Account.

Zammad Groups control ticket assignment and agent access. We map Groups to Salesforce Queues (for case routing) and Salesforce Groups (for sharing rules and access). Group email addresses become Case origin email addresses on the Queue. Each Queue is created before the Case migration phase so that the QueueId reference is satisfied on every Case insert.

Zammad SLAs with response and resolution time commitments tied to Calendars map to Salesforce Entitlements and Entitlement Processes. The Zammad Calendar (business hours definition) maps to Salesforce Business Hours. We pre-create Business Hours records matching Zammad's calendar timezone and working-day configuration before Entitlement records are inserted, because Entitlement references Business Hours by ID.

Zammad Calendars define business hours for SLA calculations. We migrate Calendar configurations including working days, timezone, and holiday schedules as Salesforce Business Hours records. Holiday schedules from Zammad calendars migrate as Salesforce Operating Hours Holiday records. Salesforce supports multiple Business Hours sets; we map each Zammad Calendar to a named Salesforce Business Hours record.

Zammad tags are flat key-value labels attached to Tickets. We migrate all tags as a custom multi-select picklist field on the Case object (for ticket-level classification). If tags are used for content taxonomy rather than ticket labeling, we map them to Salesforce Topics with TopicAssignment records linked to Case.

Zammad Knowledge Base articles migrate to Salesforce Knowledge articles of the matching article type. We preserve article title, body content, category assignments (mapped to Salesforce data categories), and internal/external visibility flags. Note that Zammad article visibility settings must be reviewed against Salesforce Knowledge visibility rules, which use customer type, account, and permission-based access rather than a simple internal/external flag.

Zammad Custom Objects and Object Attributes attached to Tickets, Users, Organizations, and Groups migrate to Salesforce custom fields on the corresponding standard object (Case, Contact, Account, User). We pre-create the destination schema including field type mapping (Zammad Boolean to Salesforce Checkbox, DateTime to Datetime, Integer to Number, Text to Text, Single Select to Picklist, Multi Select to Multi-Select Picklist) before any data import begins.

Attachments on Zammad ticket articles migrate as Salesforce Files attached to the parent Case via ContentDocumentLink. We preserve filename, content-type, and file size. Files over 25 MB are chunked during upload to respect Salesforce file size limits. The original attachment author and timestamp migrate as File metadata fields.

Zammad Triggers automate actions based on ticket conditions. We do not migrate Triggers as automation code because Zammad triggers and Salesforce Flow have different trigger models, condition operators, and action types. We deliver a written inventory of every active Zammad Trigger including its conditions, actions, and a recommended Salesforce Flow equivalent for the customer's admin to rebuild post-migration.