Are you tired of spending endless hours reproducing elusive errors? Epiplex Service Desk transforms the way you tackle issues, making error reporting and resolution a breeze.
With Epiplex Service Desk, end-users can effortlessly report process issues, including validation errors and incomplete features, while actively using the live application. As they encounter errors, the system automatically captures the preceding steps, simplifying issue reproduction. Users can also add notes to provide context, streamlining the resolution process. This efficiency allows businesses to maximize their IT investments and achieve a faster ROI.
The Issue Reporting Server in Epiplex Service Desk acts as a bridge between end-users and third-party help desks. When an end-user submits an issue, the server interprets the evidence file and logs it with the third-party help desk for expert resolution. Upon successful submission, the server provides an issue ID for tracking, significantly reducing issue escalation.
Epiplex Service Desk seamlessly integrates with third-party help desks, maintaining your organization's established issue escalation process. Process-Experts can now review step-by-step process execution using the evidence file, gaining a clear understanding of the user environment. This enhances productivity and minimizes issue recurrence.
Users can report application issues effortlessly through the EPSS Workspace client instance or using a Hot Key. An issue report is generated with an attached evidence file containing a detailed log of user actions, including descriptions and screen captures that triggered the application issue.
Once the evidence file is generated, users can review and modify specific elements, such as adding notes for root cause analysis or masking sensitive information in application screen captures.
Submit the evidence URL as part of the issue ticket raised in the integrated help desk, enabling the support team to review and resolve the issue.
Process Experts can access the evidence URL to review the steps leading to the application issue. Armed with this information, they can swiftly provide solutions, eliminating the need for extensive user engagement.
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