Support for SAML.

Make a service difficult to access and Customers won't use it.

Yep. I'll probably have moved on to a different service by then. If you look at every other SaaS Service Desk product on the Market they all support SAML. Your improvements for 2015 should be SAML. A Customer who can log on to the portal without needing to be on the private network is huuuuuuge.  This is what drives adoption. 

Well that almost makes it sound like waiting until 2016 for technology relevant in 2010 is a positive thing :]

Hey guys,

Thanks for the feedback, I like the creative solutions you've come up with here. We are currently tracking SAML authentication as a feature request, so I've added a couple of +1's against it internally.

We do have a series of improvements coming out for the Customer Portal over the course of 2015, the plan is to push forward with these improvements, once we've done that we'll then re-assess SAML authentication.

Luke

We use Vmware Horizon Workspace for our idp. Yes LDAPS would be a great improvement.

That's nice and good approach to solving the challenge. Unfortunately I'll have to wait until Citrix officially supports SAML for this service. What are you using as your IdP? External service or internal such as AD FS?

I agree Citrix needs to get on this. Almost every Service Desk SaaS application on the market already supports SAML. Even if they supported LDAPS it'd be a littler better than IIS.

See it for yourself. We are a school so 95% of our customer base must have remote access to services. Beware, the login page is ugly. Web Developers we are not.

https://servicedesk.cvtc.edu

If you had AD credentials it would log you directly from that portal into the customer GTA portal.

Also any other published web application, SharePoint for instance, just needs to have a link to that same site and it will sign you in automatically from within that environment.

I use Microsoft TMG to do it. The product unfortunately is EOL and we are no longer publishing new applications through it.

GoToAssist is the only cloud based application we use which does not offer a federated approach. ERP, LMS, Web Productivity Suite, Curriculum Design, CMS, digitial signage are virtual desktop are already federated with SAML authentication to cloud providers.

See it for yourself. We are a school so 95% of our customer base must have remote access to services. Beware, the login page is ugly. Web Developers we are not.

https://servicedesk.cvtc.edu

If you had AD credentials it would log you directly from that portal into the customer GTA portal.

Also any other published web application, SharePoint for instance, just needs to have a link to that same site and it will sign you in automatically from within that environment.

I use Microsoft TMG to do it. The product unfortunately is EOL and we are no longer publishing new applications through it.

GoToAssist is the only cloud based application we use which does not offer a federated approach. ERP, LMS, Web Productivity Suite, Curriculum Design, CMS, digitial signage are virtual desktop are already federated with SAML authentication to cloud providers.

Is there anyway we can connect via email as I'm looking for detail on exactly what you have accomplished for Customers, as your interim solution until SAML is supported. Thanks.

I am already doing that with a web based front end that takes a nice web form and does an SSO into the archaic NTLM auth that is required. I am in the process of moving as much stuff to our idp as possible. So I already have a desirable result, I would just like to use a more modern and flexible mechanism to get there.