For whatever reason, the discussion on the blog post about Paglo’s being acquired by Citrix took a turn in the direction of the zendesk widget for accessing Paglo information. Chris pointed out that the zendesk widget was developed using the public Paglo APIs. I thought it was better to start a new post on this topic, so here it is.

Pasting in from the other discussion, this is what I’d like to see improved in the zendesk widget:

The zendesk widget makes you choose which index you will search, so if you have 10 clients with 10 gotomanage indexes, you have 10 widgets on the zendesk page. Pretty unwieldy, unless I am missing something like the ability to associate a widget with an organization in zendesk.

Also, sometimes, the widget does not succeed in searching even though a search within gotomanage will yield results. For instance, if I search for Joe User’s user account “juser” sometimes it works, sometimes it doesn’t. Hard to tell why it would be failing since the gotomanage app is returning results…

One other thing would be to have the zendesk widget populate custom zendesk fields using custom gotomanage fields, such as if you had an “asset ID” from finance or one of those Dell support tag IDs that are attached to every Dell.

In short: I’d like to be able to tell the zendesk widget “search for this field in gotomanage, and stick it in the xyz field in zendesk” for any available field.

Sincerely,
Rick Cogley
Tokyo