Currently, when using the Gainsight Widget in Zendesk it appears that the "Summary" showing on the widget it that of the "default layout" setup in Gainsight.
Our group (being the over-achievers we are) have actually setup our own "Support View" which key's off our User "Role" in SFDC. :)
What would be nice is to allow the widget to select any of the layouts that are setup aside from just the default layout. Our team would like to add some fields, but due to limitations around configuration I'd have to bump fields off the regular GS Summary in order to get them to show up in the widget. If we could just use the "Support Layout" then folks using the standard layout aren't affected and we can choose fields that are more relevant for support.
Layout Options For Zendesk Widget
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Thanks for this idea, Steve. We have added this to the backlog of ideas for the Zendesk widget. The team that would work on this has a substantial existing backlog of work prioritized ahead of Zendesk enhancements, so this would be a longer term timeframe, but we have added it and are tracking this idea.
This has been a pain point for us as well. +1!
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