Person accounts: Individual people stored as accounts (combines contact and account data). This concept doesn't exist in Customer Service Management - you'll need to decide whether to integrate these as:

Customers - If they're individuals you provide support to
Organizations - If they represent single-person businesses

Custom fields → Detail fields

Salesforce has predefined fields for contacts, business accounts, and person accounts. Customer Service Management has some default detail fields, but you'll need to create additional ones to match the Salesforce fields you use.

Default customer detail fields in CSM:

Phone
External ID
Type
Title
Region
Preferred language

Default organization detail fields in CSM:

Type
Industry
External ID
Website
Address

Note: The "Type" field exists for both customers and organizations with the same preconfigured values, but these can be customized. These preconfigured values are: Customer, Prospect, Partner, Supplier/Vendor, Other.

Any Salesforce fields beyond these defaults will need custom detail fields created in Customer Service Management.

Available detail field types you can create:

TEXT - Single-line text input
EMAIL - Email addresses with validation
URL - Website links with validation
DATE - Date, with YYYY-MM-DD format when being defined using an API
NUMBER - Numeric values (integers and decimals)
BOOLEAN - True/false or yes/no values
PHONE - Phone numbers with validation
SELECT - Single-choice dropdown (up to 2,000 options)
MULTISELECT - Multiple-choice selection (up to 2,000 options)

New to Customer Service Management? Start with the getting started guide.

Integration steps

1. Prepare your data

Export from Salesforce

Export contacts, business accounts, and person accounts, and the fields and values you wish to copy to CSM.

Create detail fields in Customer Service Management

Before importing data, create all the detail fields you will need in CSM. You can learn about how to do this in the documentation on managing customer detail fields. You can also use the following APIs:

Customer detail fields: Use the create customer detail field API to create fields that will store information about individual customers.

Organization detail fields: Use the create organization detail field API to create fields that will store information about businesses and companies.

Learn more about managing customer detail fields in the documentation on managing customer detail fields.

2. Use bulk APIs for integration

Import customers Use the Bulk customer profile management API to create customers with details.

Import organizations Use the Bulk organization profile management API to create organizations with details and associated customers.

Additional bulk operations:

Bulk customer account management - Bulk create customer accounts (without adding detail field values)
Bulk customer detail field management - Bulk manage customer detail field values (without creating customers)
Bulk organization management - Bulk manage organizations (without adding detail field values)
Bulk organization detail field management - Bulk manage organization detail field values (without creating organizations)

Example customer import:

1
2
{
  "customers": [
    {
      "operationType": "CREATE",
      "payload": {
        "email": "john.doe@acme.com",
        "displayName": "John Doe",
        "details": [
          {"name": "Title", "values": ["Sales Manager"]},
          {"name": "Region", "values": ["North America"]},
          {"name": "Type", "values": ["Customer"]}
        ],
        "associateOrganizations": [123]
      }
    },
    {
      "operationType": "CREATE",
      "payload": {
        "email": "jane.smith@company.com",
        "displayName": "Jane Smith",
        "details": [
          {"name": "Title", "values": ["CTO"]},
          {"name": "Region", "values": ["Europe"]},
          {"name": "Type", "values": ["Prospect"]}
        ],
        "associateOrganizations": [456]
      }
    },
    {
      "operationType": "CREATE",
      "payload": {
        "email": "mike.wilson@startup.com",
        "displayName": "Mike Wilson",
        "details": [
          {"name": "Title", "values": ["Founder"]},
          {"name": "Region", "values": ["Asia Pacific"]},
          {"name": "Type", "values": ["Partner"]}
        ],
        "associateOrganizations": [789, 123]
      }
    }
  ]
}

Example organization import:

1
2
{
  "organizations": [
    {
      "operationType": "CREATE",
      "payload": {
        "name": "Acme Corporation",
        "details": [
          {"name": "Type", "values": ["Customer"]},
          {"name": "Industry", "values": ["Technology"]},
          {"name": "Website", "values": ["https://acme.com"]},
          {"name": "Annual Revenue", "values": ["10000000"]}
        ]
      }
    },
    {
      "operationType": "CREATE",
      "payload": {
        "name": "Planets Solutions Ltd",
        "details": [
          {"name": "Type", "values": ["Prospect"]},
          {"name": "Industry", "values": ["Finance"]},
          {"name": "Website", "values": ["https://planetssolutions.com"]},
          {"name": "Annual Revenue", "values": ["5000000"]}
        ]
      }
    },
    {
      "operationType": "CREATE",
      "payload": {
        "name": "Startup Innovations",
        "details": [
          {"name": "Type", "values": ["Partner"]},
          {"name": "Industry", "values": ["Technology"]},
          {"name": "Website", "values": ["https://startup.com"]},
          {"name": "Annual Revenue", "values": ["500000"]}
        ]
      }
    }
  ]
}

3. Monitor bulk operations

All bulk API calls return a taskId. Check the status of the bulk operation with the GET task status API.

Learn more about monitoring bulk operations in Customer Service Management.

Common issues

Authentication errors

Check your API token permissions
Verify workspace ID in requests

Learn how to authenticate with Customer Service Management APIs and manage API tokens.

Data validation failures

Make sure detail field names match exactly (case-sensitive)
Check that SELECT field values match predefined options
Ensure required fields are populated

Rate limiting

Customer Service Management APIs have rate limits - add delays between requests
Use bulk APIs instead of individual calls
Watch response headers for rate limit info

Implementation example

1
2
import requests

def import_salesforce_customers_batch(customers):
    """Import Salesforce contacts using bulk API"""
    url = "https://api.atlassian.com/jsm/csm/cloudid/{cloudId}/api/v1/customer/profile/bulk"
    headers = {
        "Authorization": "Bearer YOUR_TOKEN",
        "Content-Type": "application/json",
        "X-ExperimentalApi": "opt-in",
        "Idempotency-Key": uuid.uuid4(),
    }

    payload = {
        "customers": [{
            "operationType": "CREATE",
            "payload": customer
        } for customer in customers]
    }

    response = requests.post(url, headers=headers, json=payload)
    return response.json().get("taskId")

# Transform Salesforce data
customers = []
for sf_contact in salesforce_contacts:
    # Handle Person Account decision
    if sf_contact["is_person_account"]:
        # Decide: migrate as customer or organization based on business logic
        pass

    customer = {
        "email": sf_contact["Email"],
        "displayName": sf_contact["Name"],
        "details": [
            {"name": "Title", "values": [sf_contact["Title"]]},
            {"name": "Phone", "values": [sf_contact["Phone"]]}
        ],
        "associateOrganizations": [sf_contact["AccountId"]] if sf_contact["AccountId"] else []
    }
    customers.append(customer)

# Migrate in batches of 100
for i in range(0, len(customers), 100):
    batch = customers[i:i+100]
    task_id = migrate_salesforce_customers_batch(batch)
    # Monitor task_id for completion

Additional resources:

Need help? Contact Atlassian support.