Short answer
Migrating from Zendesk or Freshdesk to Salesforce Service Cloud moves tickets, comments, users, organizations and knowledge articles into Salesforce cases, contacts, accounts and Knowledge, so service teams work on the same platform as sales and operations.
Why firms make this move
Firms that already run Salesforce often consolidate their help desk into Service Cloud to give agents the full client relationship, use the same automation and reporting, and remove an integration. The work covers ticket history, routing, SLAs (entitlements), macros and the customer-facing help centre.
What moves
- Tickets with comments and attachments
- Users and organizations
- Knowledge articles
- Macros as quick text or actions
- Fields, statuses and tags
How the data maps
| From | To |
|---|---|
| Ticket | Case |
| Comment | Case comment or email message |
| User | Contact |
| Organization | Account |
| Article | Knowledge article |
| SLA policy | Entitlement and milestone |
What to watch out for
- Ticket history volume and attachment storage
- Rebuilding routing, SLAs and macros
- Help centre URLs and redirects
- Integrations that created tickets
How Vantage Point runs the migration
- Inventory and design case processes
- Map fields and statuses
- Migrate history, attachments and articles
- Rebuild routing, entitlements and automation
- Redirect help centre URLs
- Go live and hypercare
Typical timeline
Typically 6 to 10 weeks.
Frequently asked questions
Does ticket history migrate?
Yes, including comments and, where needed, attachments.
Can we use Omni-Channel routing?
Yes. Routing is rebuilt with Omni-Channel and queues to match your team structure.