How can we get all Desk.com case in Salesforce?

You’ve just setup your Desk to Salesforce integration and now would like to bring over all of your existing cases into the related list within Salesforce, you accomplish this task using two different kind of rules and a Custom Case Field.

So let’s get started with the Custom Case Field.

1.) Go to the Admin Panel → Cases → Cases → Custom Fields
2.) Click on the big green button at the top of the page to add a field:

3.)Let’s name it Push To SF, and make it a checkbox:

Now if you are using the system default Case Theme then the field will show up automatically but if you are using a Custom Case Theme then you will need to add this field to your theme.

Ok now that we have added the Custom Case Field we now need to create the Case Updated Rule

We are actually going to edit the Default Salesforce Rule that is in the Case Updated “bucket”.
1.) Go to the Admin Panel → Cases → Rules → Cases Updated
2.) Find the “Update Case in Salesforce” Rule and click on the cog on the right hand side to edit the rule:

3.) We are going to add two new conditions to the rule:

The first one is “Case Interaction Count” “has changed”, this will indicate that something has happened to the case.

Next “Case Push To SF” “is” “True”, this condition will see that the checkbox has been checked.

Now click on “Update”.

Now for our Time Rule

1.) Go to the Admin Panel → Cases → Rules → Time Rule
2.) Click on “Add Rule” as you did before, we’ll name this “Push to SF”.
3.) We are going to add a condition to the “All” conditions and then two “Rule Actions”

So in the All conditions add a condition that is defined as:

“Case Labels “does not contain” “push to sf”

Now create two Rule Actions, the first rule action is to “Set Case Push To SF” “True”, and then “Append Case Labels” “push to sf”

Then click on “Update”

Once all of your existing cases are pushed over to SF you can turn off or delete the time rule and remove the values from the Case Updated rule.

Once all references to the custom field are removed from the rules you can then delete the custom case field.

Thanks.