Help Desk Migration moves Pandora’s support data from Zendesk to Salesforce

By AI, Created 11:14 AM UTC, May 20, 2026, /AGP/ – Help Desk Migration completed a four-week enterprise migration for Pandora, moving more than 1.2 million support records from Zendesk to Salesforce Agentforce. The shift consolidates regional support hubs into one system and gives Pandora a more scalable platform for global customer service.

Why it matters: - Pandora now runs customer support on a unified Salesforce Agentforce environment instead of split regional systems. - The move is designed to improve visibility into customer touchpoints and connect service operations with other internal systems. - More than 1.2 million historical support records were transferred without losing data.

What happened: - Help Desk Migration, the automated service by Relokia, completed an enterprise migration for Pandora from Zendesk to Salesforce Agentforce (Service Cloud). - The project moved historical support records, including tickets, call recordings, and side conversations. - The migration merged Pandora’s regional support hubs into a single ecosystem. - Help Desk Migration finished the work in four weeks.

The details: - The team used an iterative, sandbox-first process to reduce risk before production cutover. - Help Desk Migration ran five demo transfers in a staging environment. - Those test runs helped verify field mappings and identify system rule conflicts before launch. - Pandora had already secured data and security approvals for the migration tool. - Pandora also defined the retention period and decided how much historical data to keep in Salesforce. - Active system triggers initially blocked data flows during the migration. - Help Desk Migration temporarily suspended complex backend rules so the data could load cleanly. - The team re-enabled those rules after checking the results to preserve operational integrity at go-live. - Help Desk Migration also handled consulting work beyond the software, including license setup and real-time troubleshooting. - Pandora said the platform provided flexibility, scalability, and workflow customization for its business needs. - Pandora said the Help Desk Migration team was responsive and helped resolve issues quickly.

Between the lines: - The project shows how large customer service migrations often depend on process design, not just software transfer. - The sandbox testing and rule management suggest Pandora needed a careful cutover to protect service continuity. - A single Salesforce environment can make it easier for global brands to standardize support operations across regions.

What’s next: - Pandora is now using Agentforce to manage global demand on a scalable platform. - The company has deeper visibility into customer interactions after the migration. - Help Desk Migration pointed readers to a Pandora Migration Case Study for more technical mapping and logic details. - Relokia says Help Desk Migration has automated thousands of migrations since 2016 for global brands, with an emphasis on data integrity, security and minimal downtime.

The bottom line: - Pandora’s migration shows that enterprise support systems can be consolidated quickly when testing, governance and backend rule control are handled carefully.