Certica Products

Migrating cases from Salesforce to Freshdesk

Updated Mar 24, 2021

Migrating cases from Salesforce to Freshdesk

In SF: 

•    Forward ticket w/ history to FD Support address

•    Close ticket in Salesforce with comment close as “No Further Action” but then to put a note at the beginning of the case title that says “MOVED TO FD - xxx”.

In FD: 

•    Change Requester back to the customer 

•    Hit reply

•    Insert canned response ‘Important Information Regarding your Certify/TestWiz Support ticket”

*For tickets that in pending state awaiting a JIRA ticket to be closed: 

-    set FD status to ‘Waiting on 3rd Party’

-    insert a tag that equals the JIRA ticket # 

Previous Article Mid-year rollover
Next Article Missing Email Notifications