How Index gained full control over integrations with Nango
The challenge: limited data, lock-in, and scaling constraints
Initial integration challenges
Integrations are critical for Index, especially ticketing systems like Linear and Jira. Customers rely on these to import existing project data, saving time and enabling seamless onboarding. Initially, Index planned to build custom integrations for each API, but with plans to support multiple systems like Monday, Asana, and ClickUp, scaling became a concern.
Index needed a solution that would allow workspaces to connect to multiple systems simultaneously, such as marketing using Asana and engineering using Linear. This led them to explore Merge.dev, a unified API platform recommended by another founder.
Limitations with Merge.dev
While Merge.dev promised a “build once, connect to many” model, Index encountered significant limitations. The unified API lacked key fields essential to their use cases, such as roadmaps and higher-level initiatives in Linear. Other critical fields were inconsistent across systems like Jira and Linear, making data unreliable.
To work around these issues, Index had to write brittle custom code, exactly what they hoped to avoid by using a platform. Merge’s OAuth flow also created trust issues, as customers saw Merge’s branding rather than Index’s during authentication. Additionally, the lack of access to API keys meant Index would face a difficult migration if they wanted to switch platforms.
These limitations narrowed the scope of integrations Index could support, leading to lost customer opportunities. The pricing model, which scaled rapidly, further compounded the challenges, making Merge an unsustainable choice.
Considering building in-house
After their experience with Merge, Index considered building integrations in-house to avoid the constraints of rigid, unified APIs. However, they also recognized the challenges this approach would bring: scaling would require significant engineering effort, and maintaining a growing number of integrations would become increasingly resource-intensive.
While exploring alternatives, Nango stood out as the one platform that combined extensive pre-built tooling and use cases with the same flexibility as building in-house. This allowed Index to retain control over their integrations while drastically reducing the time and effort required to deliver them.
Why Index chose Nango
Full control over integrations
Nango addressed Index’s core needs by offering full control over OAuth apps, ensuring customers saw Index’s branding during authentication. This built trust with users importing sensitive project data. Nango also provided access to API keys, giving Index the flexibility to migrate or adapt their integrations as needed.
Data fidelity and flexibility
Unlike rigid unified APIs, Nango allowed Index to handle differences in data schemas across ticketing systems. Pre-built templates for syncing key objects like issues and projects made getting started easier, while maintaining the flexibility to customize and extend as needed.
Reliable sync infrastructure
Nango’s robust sync infrastructure provided a dependable source of truth for project data. Index could rely on Nango to handle retries, errors, and full resyncs, significantly reducing the engineering effort required to maintain integrations.
Results with Nango
Seamless ticketing integrations
With Nango, Index built and launched integrations for Linear and Jira, ensuring all necessary fields were synced accurately. The ability to customize schemas and workflows meant Index could deliver a high-quality experience without being limited by a rigid API model.
Reduced engineering overhead
By offloading the complexity of sync operations to Nango, Index minimized the engineering effort required for integrations. Debugging became faster and easier thanks to Nango’s logs and observability tools, while features like full resyncs could be triggered directly from the Nango Cloud app.
Improved activation and retention
Integrations powered by Nango had a direct impact on Index’s business. Customers who successfully connected their ticketing systems were significantly more likely to activate and retain. This confidence in adding more integrations, including CRMs like Hubspot and Attio, has opened new opportunities for Index’s roadmap.
Greater flexibility in sales conversations
With Nango, Index can confidently promise integration support to prospective customers, knowing they can deliver quickly and without risk. This has made Index more competitive in sales discussions, particularly with larger accounts requiring tailored integrations.
Scaling Integrations with Nango
Upcoming integrations
Index plans to launch CRM integrations with Hubspot and Attio soon, two of their most requested features. With Nango’s pre-built examples, Index expects to have these integrations live within days, significantly reducing the time-to-market for their most critical customer requests.
Preparing for the future
By using Nango, Index has built a scalable integration process that supports their ambitious growth plans. With reliable, customizable syncs and the flexibility to meet customer needs, Index can focus on enhancing their product while delivering seamless, high-quality integrations.
Nango has become a critical partner in Index’s journey, transforming how they approach integrations and enabling them to scale efficiently without sacrificing control or quality.
