---
title: Planning a move from Zendesk to Service Cloud | Orbital Objectives
description: Requirements, data mapping and extraction for a support operation with long, multi-step case workflows.
image: https://orbitalobjectives.com/hubfs/oo-social-share.png
---

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# Planning a move from Zendesk to Service Cloud

Requirements, data mapping and extraction for a support operation with long, multi-step case workflows.

## The problem

A support team ran its casework in Zendesk, with years of triggers and habits layered on top. Some workflows ran for weeks. Demographic data was maintained separately in two systems and drifted apart.

## The approach

I started from recorded stakeholder sessions rather than the existing configuration, and turned them into a requirements document the team could correct. Only then did I map the old system onto Service Cloud.

## What I built

- A requirements document covering case types, each named workflow, routing by skill and the data each step needs
- An export and inventory of the existing Zendesk triggers
- A field-level data map from Zendesk to Salesforce objects, including a custom object for device records
- Extraction scripts for tickets, comments and attachments
- Web-to-Case forms built and tested in a sandbox

## Outcome

- Requirements agreed and documented with stakeholders.
- Every Zendesk field mapped to Service Cloud, with extraction scripts ready for the build.

#### Industry

Healthcare

#### Platform

Salesforce

#### Technology

- Service Cloud
- Zendesk
- Data mapping
- Data extraction
- Web-to-Case

#### Related services

- [Service Cloud & Automation](https://orbitalobjectives.com/services#service-cloud-automation)
- [Salesforce Integrations & Data Migration](https://orbitalobjectives.com/services#salesforce-integrations-data-migration)

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### [Salesforce Manufacturing Service Cloud for a service team split across the US and EU A public case form, regional routing and case lifecycle automation in a small first phase, then warranty, entitlements and SLAs in the second. →](https://orbitalobjectives.com/work/service-cloud-two-regions?hsLang=en)

Next step

## Tell me what is stuck.

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