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Salesforce integration

Upsight reads from and writes to Salesforce through your locally installed sf CLI. The app never handles your Salesforce credentials directly.

Authentication

Log in once with the Salesforce CLI:

sf org login web

This opens a browser, authenticates against Kong's production Salesforce org, and stores the session in the CLI's own credential store. Upsight picks it up on the next sync.

To check whether the app sees an authenticated session, go to Settings, then Integrations, then Salesforce. The status indicator shows your authenticated username or "Not authenticated."

You can also start the login flow from Settings, which shows the command and the auth-status indicator.

Syncing data from Salesforce

Upsight pulls Salesforce data on demand. Open an account and click the sync button in the account header (the rotating-arrows icon above the tab strip) to pull the latest data.

Reads are read-only SELECT queries against the live Kong production org.

Salesforce write-back (off by default)

Write-back is the path that pushes your local edits (posture fields, health indicators, notes) back to Salesforce. It is off by default, because turning it on writes to the live Kong org.

With write-back off:

  • Edits still save locally and appear in the UI immediately.
  • Changes queue in the local database.
  • Nothing leaves your machine.

To enable write-back: go to Settings, Integrations, Salesforce, and turn on "Push field edits back to Salesforce", then relaunch the app.

Once enabled, a field edit pushes after a short debounce. A background drain retries any failures automatically.

Before enabling, check the Sync Log to review any queued edits from earlier sessions. Open it by clicking "Sync Log" at the bottom of the left sidebar. Those queued edits push on the first launch after you enable write-back.

The sf CLI path

By default the app finds the sf CLI on your PATH. If you need to point it at a specific binary, set a custom path under Settings, Integrations, Salesforce. Toggle "Auto" off and enter the absolute path to the binary.

Cases

Cases are pulled from Salesforce and displayed read-only. There is no case write-back; case management stays in Salesforce.

If a case has a linked Jira ticket or Slack thread in Salesforce, a matching button appears on the case and opens that URL in your default browser. Hover over the button first to see which host it points to.

Escalation and staleness indicators

Two indicators surface on the Cases list and case detail pane, both computed locally from data already synced (nothing new to configure):

  • Escalated (red activity icon): the case's Status is one of "Escalated to Eng," "Escalated to Services," or "Internal Escalation," or the case has a Jira ticket linked. Closed and solved cases never show this, even if they were escalated at some point, since the escalation is no longer active.
  • Stale (amber clock icon): the case is open and its most recent comment (or its creation date, if it has never had a comment) is more than a week old. Closed and solved cases never show this either.