Really love what Service Desk can help us do, but I would love it to do so much more. We live in an integrated world and company relationships with other companies is also part of that. Your sales staff pointed to Zapier as a possible solution to some interoperability challenges we have. I went to try this and while it does do a lot there is so much more it could do. The biggest issue tends to be that your interfaces appear to be one way and they only work off of the creation of an object, like an incident or problem. What about when things change or being able to write information back into any one of those tickets, A great example is our desire to keep two tickets in different system update or synchronized. Today using Zapier or your automation feature I can open a ticket in the other system. It is a one-way, one-time transaction. I can't find out if that ticket was created or what ticket number it is because I don't have the means to send it back to your system. I can't even push updates back to the other system with emails because I don't even get the basic information of what ticket number was created in the other system. Imagine being able to assign a ticket to a third party, and have it automatically create the ticket in their system. Now imagine looking in your system and being able to know that the ticket as created but what ticket number was. How great would it be to be able to pass comments between systems so we would know what each other is doing and finally how nice would it be to be able to send a notice that we have completed the work on our system the ticket is closed or resolved. All of this looks possible with Zapier, but my only limitation is that your system will only trigger on the creation of a new ticket and no means to push information back. I can't believe we would be the first or the only customers looking for something like this. And the fact that you wrote your own interface for Zapier and have an API tells me that it can be done. Why not take your product to the next level.....
