The legacy portal had/has a feature where we were able to impersonate as parent-we could view the portal as any parent to better understand their issue or guide them if they are stuck. While on the cloud portal, parents can submit a ticket directly to iSAMS zendesk.
On the cloud portal, when the parent has an issue and submits the recording and parent note, it then gets submitted to the iSAMS zendesk support directly. From the school iSAMS admin point-Diagnostic Reports, we do see that a zendesk support ticket is created, however, we cannot access the ticket or the recording to support the parent (we do not get a notification either ) immediately. Currently, this video/note can only be accessed by iSAMS support. We need to have access to this so parent issues are attended timely and sometimes, it could be just a linking issue that we can sort from the school end.
I raised a similar idea to this here - https://ideas.isams.com/ideas/MIS-I-4598 - and note that the "Diagnostic Reports" section in the Cloud Portal Management module does not have scroll functionality, or the ability to click through pages of the reports. The only way you can see the full list of reports raised is by zooming out in the browser (e.g. 25%) to an extent that you cannot read the issues that have been raised by parents.