Bulk Upload Your Totango Users

Enterprise organizations managing a large scale of system users. Totango let admins effectively create, update, manage and delete Totango system users within the Totango app.

Value

• Operation admins are able to maintain thousands of Totango system users and more in a self-service manner.
• Save time and make customer resources more productive by enabling a self-service easy to use Totango system user tools 

Use Cases

• As a Totango global admin, when I am defining Totango users, and I want to initially upload Totango system users, I am able to create system users by uploading a CSV file from Totango Users page, and assign them to teams.
• As a Totango global admin, when I am defining Totango teams, and I want to upload Totango system users, I am able to group invite users to a team and create system users by uploading a CSV file from Totango Team Members page.

Where To Find It?

In case you want to create new Totango users, log in to Totango Users page.

In case you want to create new Totango teams, log in to SuccessTeams settings page, select the team, and go to the "Team Members" tab.





How To Upload Totango Users?

Step 1

In case you want to create new Totango users, log in to Totango Users page and Click the plus button to bulk upload your system users to this team.

Step 2 

Select the Totango system users file (a sample file can be downloaded)

• The CSV file must contain this information:
  • Email- system user email. This is the system user id in Totango.
  • First_Name - the system user first name.
  • Last_Name - the system user last name.
    
    If not supplied, all other system user information will use default system values.
    

• The file can contain additional system user information:
  • External_Id - the system user id, usually will be used to store the user id as appears in your identity provider. Default value - empty.
  • Title - system user title. Default value - empty.
  • License - the license this user eligible to. It can be either "Spark" or "Zoe". Default value -"Spark".
  • Totango_Role - represent the system user role in Totango. Currently, only   "Regular user" role is available. Default value - "Regular user".
  • "Teams" - the list of teams this user belongs to (a user can be part of several teams). Note, the list of teams is separated by a comma and must have Double quotes. This is the only valid format: "Team UK, Team US, Region Managers".
  • Manager_Email, Manager_External_Id- additional information about the system user hierarchy. The manager email and external id will be used to build the user hierarchy in the future. Default value - empty.
    
    
• Use the same CSV bulk upload for initial load and for regular maintenance.
• Your file can contain existing or new users, Totango system will invite existing members to the team, and invite new users to Totango.
  
  
• File headers and file values are case-insensitive.
• Email addresses in the file are limited to 100 chars.
• First and last name are limited to 30 chars.
• Any string value in the file which contains spaces must include quotes. for example, "Regular user", "Team admin", "CS director".
  

Step 3

In order to upload the file, the file structure and data must be flawless (it is recommended to use the sample file to avoid typos).
In order to make sure your file does not contain any errors, when uploading the file Totango system will perform these validations:

• File related validation (causes a file upload failure):
  • The file is empty
  • The file is too large to upload—The CSV file cannot exceed 10,000 rows.
• Structure related validation (causes a file upload failure):
  • Incorrect file structure or unknown column name— the mandatory columns should be titled Email, First_Name, Last_Name.  
  • A required column is missing - the file must have these required columns: Email, First Name, Last Name.
• Data validation (causes a file upload failure):
  • Empty value - Empty value in specific rows for a required column. Only relevant for Email, First_Name, Last_Name columns
  • Incorrect value - Incorrect value in specific rows for a reserved value. Only relevant for License Totango_Role columns
  • Incorrect value -  Incorrect Team names in specific rows. Only existing team names can be used. Only relevant for "teams" column.
  • Incorrect value - an incorrect combination of role and license in specific rows— Team admins are only relevant to Spark license.
• Update user information (will not fail the file from loading):
  • Warning: Existing user with updated information -  
    Your file contains existing users with updated information. The system will update these existing users information and you will be able to download the list of these users.
    
    

Validation error examples:

Step 4

After the system user data file was validated, just before inviting/creating these users, you can decide if to send invitations to users right now or not. If you'd like, you will be able to send it later manually.

These are the two invitations sent by Totango:

•  New users invitation - this invitation will be sent to new users only offering them to start using Totango.
  
  
  
  
• New team members invitation - this invitation will be sent to existing users joining a new team.
  
  

Note, new users can only get the new user invitation, and existing users can only get the new team members invitation.  

Step 5

Add the new team members to your team by clicking on the "Add Users" button, these users will appear immediately in the Totango users page.

Note, this is Totango system users status flow: 

1. Created - a system user was created.
   This user can be invited to Totango via Totango invitation flow, any other invitation, or not invited at all.
   This user can log into the system even without a Totango invitation (suitable for customers which would like to send their own invitations or just let users log in right from the company portal).
2. Active - a system user which logged into to Totango products.
3. Disabled - a system user which was disabled by a global admin or via API.

How To Upload Team Members?

Step 1

Log in to SuccessTeams settings page, select the team, and go to the "Team Members" tab, and Click the plus button to bulk upload your system users to this team.

Step 2 

Select the system users file (a sample file can be downloaded)

• The CSV file must contain this information:
  • Email- system user email. This is the system user id in Totango.
  • First_Name - the system user first name.
  • Last_Name - the system user last name.
    
    If not supplied, all other system user information will use default system values.
    
    
• The file can contain additional system user information:
  • External_Id - the system user id, usually will be used to store the user id as appears in your identity provider. Default value - empty.
  • Title - system user title. Default value - empty.
  • License - the license this user eligible to. It can be either "Spark" or "Zoe". Default value -"Spark".
  • Team_Role - represent the system user role in this team. Any team role can be assigned to a team member (a team member can have only one team role). Team roles are defined by Global admins in the SuccessTeams Page.
    Default value - "Regular user".
  • Manager_Email, Manager_External_Id- additional information about the system user hierarchy. The manager email and external id will be used to build the user hierarchy in the future. Default value - empty.
    
• Use the same CSV bulk upload for initial load and for regular maintenance.
• Your file can contain existing or new users, Totango system will invite existing members to the team, and invite new users to Totango.
  
  
• File headers and file values are case-insensitive.
• Email addresses in the file are limited to 100 chars.
• First and last name are limited to 30 chars.
• Any string value in the file which contains spaces must include quotes. for example, "Regular user", "Team admin", "CS director".
  

Step 3

In order to upload the file, the file structure and data must be flawless (it is recommended to use the sample file to avoid typos).
In order to make sure your file does not contain any errors, when uploading the file Totango system will perform these validations:

• File related validation (causes a file upload failure):
  • The file is empty
  • The file is too large to upload—The CSV file cannot exceed 10,000 rows.
• Structure related validation (causes a file upload failure):
  • Incorrect file structure or unknown column name— the mandatory columns should be titled Email, First_Name, Last_Name.  
  • A required column is missing - the file must have these required columns: Email, First Name, Last Name.
• Data validation (causes a file upload failure):
  • Empty value - Empty value in specific rows for a required column. Only relevant for Email, First_Name, Last_Name columns
  • Incorrect value -  Incorrect value in specific rows for a reserved value. Only relevant for License, and Totango_Team_Role columns
  • Incorrect value - an incorrect combination of role and license in specific rows— Team admins are only relevant to Spark license.
• Update user information (will not fail the file from loading):
  • Warning: Existing user with updated information -  
    Your file contains existing users with updated information. The system will update these existing users information and you will be able to download the list of these users.
    
    

Validation error examples:

Step 4

After the system user data file was validated, just before inviting/creating these users, you can decide if to send invitations to users right now or not. If you'd like, you will be able to send it later manually.

These are the two invitations sent by Totango:

•  New users invitation - this invitation will be sent to new users only offering them to start using Totango.
  
  
  
  
• New team members invitation - this invitation will be sent to existing users joining a new team.
  
  

Note, new users can only get the new user invitation, and existing users can only get the new team members invitation.  

Step 5

Add the new team members to your team by clicking on the "Add Team Members" button, these users will appear immediately in the team members page.

Note, this is Totango system users status flow: 

1. Created - a system user was created.
   This user can be invited to Totango via Totango invitation flow, any other invitation, or not invited at all.
   This user can log into the system even without a Totango invitation (suitable for customers which would like to send their own invitations or just let users log in right from the company portal).
2. Active - a system user which logged into to Totango products.
3. Disabled - a system user which was disabled by a global admin or via API.

Limitations

• In order to upload a file, the file structure and data must be flawless.
• File headers must be exactly as expected (as appears in the sample file). No columns mapping is available.
• The uploaded file is limited to 10,000 rows.
• Email addresses in the file are limited to 100 chars.
• First and last name are limited to 30 chars.

For more information, contact your CSM.