Integration Design and Data Mapping

Integration design and data mapping determine how information moves between the Helpdesk and an external system.

Define the source of truth

For each field, decide which system owns the authoritative value.

Map identifiers

Use stable identifiers to connect corresponding records between systems.

Avoid relying only on names when names can change or duplicate.

Field mapping

Document how external fields map to Helpdesk fields, including:

• data type
• required status
• allowed values
• null behavior
• update direction

Conflict handling

Decide what happens when both systems change the same information.

Duplicate prevention

Design idempotent synchronization where possible so repeated delivery does not create duplicate records.

Good practices

Start with the smallest required dataset. Add fields only when there is a clear operational need, and test mappings using representative real-world cases.