If you haven’t already started evaluating alternatives for your Desk help desk, then it’s just about time to give it a thought. Chances are high that by this time your company has accumulated at least a few hundred thousand of support records. That includes Tickets, Agents, Contacts, Notes, Attachments, etc. Transitioning this much data can take quite a lot of time, so you shouldn’t delay the migration until March 2020.
So, what are your options?
Currently, Salesforce offers their Desk clients a free Case Migration tool, which can transfer all vital records to Service Cloud Lightning. But what should you do if there’s another help desk solution on your radar?
You can use Help Desk Migration service to transfer all records from Desk to a new platform. Here’s a quick comparison of both tools for greater clarity:
| HDM | Salesforce | |
| Price | Paid | Free |
| Demo | Yes | No |
| Migration options | Migrate to any help desk | Migrate to Service Cloud Lightning only |
| Usability | Intuitive | Might be complex to set up and use |
In terms of which objects can be moved, there is no drastic difference between HDM and Salesforce migration tool:
| Available for Migration | HDM | Salesforce Migration tool |
| Tickets | Yes | Yes |
| Staff | Yes | Yes |
| Groups | Yes | Yes |
| Companies | Yes | Yes |
| Contacts | Yes | Yes |
| Notes | Yes | Yes |
| Attachments | Yes | Yes |
| Custom Fields | Yes | ? |
| Knowledge base articles | Yes | No |
So, all that matters is where you want your records to end up. If Service Cloud Lighting meets the budget and goals of your support team, then Salesforce migration tool is your go-to option.
If you want to use this opportunity to review the way your company provides support services and builds rapport with customers; find a new tool that would fit the needs of the team and overall company goals better, then Help Desk Migration will help you migrate from Desk whenever you make the choice.
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