[Feature]: Totango as a Destination

[AnotherGuitar]

Is there an existing issue for this?

• I have searched the existing issues

Is your feature request related to a problem? Please describe.

Totango is a Customer Success platform.

API docs here: https://int-hub.totango.com

Totango has a few different "objects" in their data model, namely "accounts", "users", and "collections" (custom objects that have to be associated either to accounts or users). Also note that there are a number of other objects that are less useful but which can be easily confused with the named objects; these include "Totango Users", etc.

There are a few different objects here that might be of interest:
Account Model:
Grouparoo Records -> Totango Accounts
Grouparoo Record Properties -> Totango Account fields

User Model:
Grouparoo Records -> users
Grouparoo Record Properties -> users fields

Consideration:
Totango has a retention policy that can be configured for each object type where Totango can either keep in sync with the records that are currently integrated OR it can retain a history of past records even if they are no longer being provided from the data source (warehouse, etc) via integration.

Describe the solution you'd like.

Providing integrations for as many Totango data types ("objects") as possible would be useful, including accounts, users, and perhaps additional custom collections. Hightouch, for example, only supports upserts, and only for accounts and users (as of Feb 2022). For privacy compliance, it is often useful to remove accounts/users from Totango in the case of the Retention policy being active (if it is inactive, then deleted accounts will no longer appear in Totango).

Totango can be confusing to use because their ingestion web UI allows you to configure multiple integrations for the same data type i.e. account data. This means you could send Salesforce accounts to Totango as well as Zendesk Accounts. This may go against the principle of a single source of truth for such data. So, perhaps it would be better to allow only one integration per data type (ie either Salesforce or Zendesk, not both). In practice, this might mean restricting sending users/accounts records from multiple sources which may be undesirable for certain users. This is only a suggestion.

Describe an alternate solution.

There are also workflows that Customer Success personnel may drive in Totango which generate unique data. This may make it desirable as a Grouparoo Source as well, though for now I assume the Destination use case to be more desirable.

Additional context

No response