Currently, when parents encounter technical issues in the iSAMS Parent Portal, diagnostic reports are raised and displayed in the school's "Cloud Portal Management" module. They give a small text description of the issue, but it relies on the user to provide detailed repro steps. Given the fact that the user records their screen to show the issue, it is likely that the text provided will be minimal.
Diagnostic reports can be escalated to the iSAMS support team in Zendesk. These reports include navigation history, API requests, and error logs, but are not accessible to our Admins at King's InterHigh. As a result, our internal support team lacks the detailed information needed to efficiently assist parents and we must rely on iSAMS support, which can delay resolution and reduce our control over the support experience for our parents.
The proposed solution is to surface these diagnostic details (navigation history, API requests, and error logs) within our admin view in the Cloud Portal Management module, enabling our team to directly access the necessary information to diagnose and resolve parent issues more quickly and effectively. Additionally, we would like the option to disable the diagnostic report feature if we choose to direct parents to our own support channels instead.
