Salesforce

Bring CRM tracking directly into your JSM help desk. Admins simply connect Salesforce and select the specific Object Name from a single-select menu. Instead of mixing everything together, the application displays these customer cases in a dedicated Salesforce tab on the portal, giving users a clean, organized table alongside their Jira views.

Connecting Salesforce

Unlike JSM, connecting Salesforce takes a few more steps - and there’s one setting you shouldn’t skip. You’ll create an external client app in Salesforce, grab a set of keys from it, and then use those keys to connect Salesforce inside UniPortal.

Creating an external client app in Salesforce

In Salesforce, click the gear icon in the top right and go to Setup. If you land on a simplified setup screen, click Open Advanced Setup first.

Use the Quick Find box to search for “external client app,” open External Client App Manager, and click New External Client App. Give it a name (e.g. “UniPortal”) and fill in the other required fields.

Scroll down and turn on Enable OAuth Settings. Salesforce requires a Callback URL for this section, but UniPortal doesn’t actually use it - any link starting with https:// satisfies the field.

Under Selected OAuth Scopes, add Manage user data via APIs (api). Then find Enable Client Credentials Flow and turn it on. Save your changes.

Setting the Run As user

This step is required specifically for the client credentials flow - don’t skip it. While still in the app’s policy section, scroll to where it talks about the client credentials flow and find the Run As (Username) field. It needs a Salesforce username (not an email address) — find yours under your avatar > Settings > Username, then paste it into the Run As field and save. This tells Salesforce which user the client credentials flow acts on behalf of.

Getting your Consumer Key & Secret

Go back into the app you just created and find the App Settings section. Click Consumer Key and Secret - Salesforce will ask you to verify it’s really you via an emailed code. Once verified, your Consumer Key and Consumer Secret appear on screen. Keep this open, you’ll need both values next.

Connecting Salesforce in UniPortal

Back in UniPortal, open Connections and find the Salesforce connector. Paste the Consumer Key as the Client ID, the Consumer Secret as the Client secret, and your instance’s base address (e.g. https://your-instance.salesforce.com) as the Salesforce instance URL.

Once connected, click the … menu next to the connection and choose Test connection to confirm everything’s talking to each other properly. You can also rename the connection to whatever makes sense for your team (e.g. “Customer Success”) - that’s the name your customers will see on their portal.

Configuring Your Table

Head into Configuration > Configure table, choose your Salesforce instance from the dropdown, then pick the object - most commonly Case, Salesforce’s standard object for support tickets - and the fields you want to display.

Salesforce Supported Fields

By default, the integration maps key CRM data out of the box, with full flexibility for text-based information:

• Default fields: Case ID, Name, Phone, Status
• Extended support: Full compatibility with any additional String-type fields configured in your Salesforce setup

Salesforce Email Matching

To ensure data privacy and security, you can configure a smart filtering layer:

• How it works: Select a designated Salesforce email field for the app to check against the currently logged-in user’s email
• The result: The table automatically restricts visibility, ensuring customers can only view their own authorized tickets

Learn more: Read our full guide - How to Show Salesforce Cases in Your JSM Help Center.