Background

BULPROS is an innovative global IT services and solutions company with a focus on Enterprise Collaboration, Cloud, Big Data and IoT, Enterprise Mobility and Outsourcing. BULPROS has more than 950 employees and offices in the USА, Germany, Poland and Bulgaria. Among the customers and partners of BULPROS are Fortune 500 IT companies such as Cisco, Microsoft, IBM, Unisys, VMware, Siemens, T-Systems, SAP, Hortonworks, Oracle, Red Hat.

BULPROS’ Staffico is a SaaS HR Applicant Tracking System which provides a user-friendly environment for automation and standardization of recruitment activities throughout small and mid-sized in-house HR departments and recruitment agencies alike.

BULPROS has been using SessionStack for its Staffico platform for more than 6 months.

 

Challenge

As a SaaS platform, Staffico is used daily by hundreds of recruiters across various devices and browsers. Staffico’s development team works full-time on enhancing and supporting the product. Limited in resources, the team realized it was critical to find a way to speed up bug reporting and hence reduce the amount of time spent on support.

“Staffico’s end-users [recruitment specialists] generally lack technical skills. They’ve been very helpful reporting issues but due to report inaccuracies, the user-developer communication overhead was going out of control wasting both recruiters’ time and development resources”, said Emil Simeonov, Head of Information Management, BULPROS. “We had to find a way to improve the quality of bug reports and the speed to reproduce the problems or we were running the risk of dedicating all our dev resources to handling support issues.”

The team already had automated bug reporting in place however it needed a better way to streamline reports and close the communication loop faster so that developers could focus on building new Staffico functionality rather than spending 80% of their time reproducing defects.

The “Leave Feedback” option can be found by all Staffico users in the upper right corner of the application.

Solution

The Staffico development team decided to give SessionStack a try.

“The SessionStack team turned out to be very passionate about what they do and quite competent in solving our needs too”, said Emil Simeonov. “They provided professional support and assistance, and integrating SessionStack with Staffico was a breeze. Using the SessionStack rich JavaScript API we managed to implement a lightweight ‘problem-reporting’ UI around the SessionStack tool. This way we geared up recruiters with a tool to record and report the errors they come across when using Staffico. SessionStack saved us a ton of time resolving defects.“

Clicking the “Leave Feedback” button opens up a dialogue which prompts the user to record his actions.

 

Results

Since the integration, the Staffico development team has been using SessionStack as a very handy upgrade to their bug reporting ticketing system. Support tickets are being automatically created as soon as Staffico users record and submit a video bug report.

“When it comes to tech support and reproducing problems, SessionStack does all the heavy-lifting for us at a very reasonable price. The tool immediately added value to our business by improving product quality faster and allowing our team to focus on building new features instead”, said а Staffico dev. team member. „On top of it, the team behind SessionStack has been very helpful: they take customer success seriously, and have managed to answer all the questions that we had in a timely manner”.

The Staffico team finds that SessionStack has helped gain benefits in two important aspects:

  • A collaborative approach to issue reporting – recruitment specialists can easily record defects and submit them with a single click, which significantly reduces the effort on end-users’ side and encourages their participation in the process of finding and reporting issues.
    Better focus of the development resource and quicker time-to-market – with SessionStack developers can watch a recording of what happened in the user browser which helps resolve defects much faster and eliminates lengthy back and forth discussions with end-users. This way they can spend more time building new functionality rather than supporting the existing system only.

“Resolving defects in Staffico is now much faster and requires less effort. With the expert help of the SessionStack team, we managed to seamlessly integrate the SessionStack problem reporting solution with Staffico in no time. This way we enabled recruitment teams to record and report any error or issue they were running into when using the web app. Our support engineers and developers don’t need to go into lengthy conversations with customers to understand the problems they experienced.” – Emil Simeonov, Head of Information Management, BULPROS

 

Sentry and SessionStack partner to offer full context to replicate and debug issues.

 

Sentry’s error tracking helps you log issues in web and mobile apps. With Sentry you can:

  • View code in stack traces
  • See the error’s URL, parameters, and session information
  • Filter noisy traces with app, framework, and raw error views
  • Get each error’s history of events and user interactions

Sentry tracks errors in all major languages like JavaScript, PHP, Python, Ruby.

The error tracking space is heating up

by Antonia Bozhkova on

A plethora of crash reporting and error tracking tools sprouted up in the past few years. Why so?

The rise of the SPA

Years ago technologies like Adobe Flash and Flex, as well as Microsoft Silverlight, used to be the standard for creating visually pleasing, interactive web experiences. The term “Single-Page Application” was more of a buzzword, and while employed by smaller ventures, larger companies were nowhere near adopting such approach.

These days we see that HTML5 and JavaScript libraries are dominating the web development world. The rising adoption of JavaScript also signals the growth of client-side problems, both in terms of absolute numbers and complexity, which invariably makes reproducing these issues more difficult and costly.

Which side of the Force do you belong to?

If you ever worked as a tech support engineer you’d agree: it doesn’t feel like dev team is really on your side, does it. They never seem to have the time to spare; you wait for ages for a bug to be fixed; not to mention, you have zero control over how and when the issue might be resolved. Your end users get frustrated, so do you.

It’s not much fun on the other side either. More often than not, software engineers find themselves coding in a vacuum: they lack the context for the issues they got reported and are trying to solve. They have no connection with the end user who sounded the alarm and hence lack first-hand information.

According to studies, maintenance efforts range from 40% to 80% of the total engineering effort. No matter which side you are on, you must be feeling the pain. Daily.

The beauty of the < iframe >

The way we create and design web apps and sites has changed a lot in the past decade. Today’s user no longer needs to suffer the dreadful usability of frame-based websites where you could easily spend hours finding your way around. Luckily framesets are an archaic layout that’s no longer in use. Yet their successor, the < iframe > HTML tag has gained a lot of popularity for a very good number of reasons.

The inline frame, or iframe, is an excellent tool for embedding various types of content like video, social media, maps, and what not into your web app. It’s a quite simple and easy to learn tag which in essence allows you to show your visitors an isolated web page within your main web page view. So what’s the big deal you may ask? Well, there are a few reasons why you might want to use them:

This tutorial will show you how to build a custom UI on top of our JavaScript API so that you can use SessionStack as a problem reporting tool as shown in this demo.

The full source code for this example can be found in our repository.

You can read more details about the JavaScript API exposed by SessionStack in our documentation. For more details on how to configure your website for problem reporting, you can check out our previous blog post about it.

How to use SessionStack for problem reporting

by Alexander Zlatkov on

Usually, when users encounter problems in web apps, they can report them by filling up forms, attaching screenshots or even making remote desktop sessions with the support team.

 

report_form

 

SessionStack can be used as a problem reporting tool. You can allow your users to record problems directly inside your web app. The recorder problems will be available to you in our platform where they can be replayed as videos.
The process consists of two steps.

  1. You need to disable the automatic recording
  2. Build some UI on top of our recording JavaScript API

Page targeting

by Alexander Zlatkov on

Page targeting allows you to only monitor specific pages from your website or web application.

Let’s say, for example, that you have a fairly static and content driven website. Your site, however, has a quite complicated payments page. This is the only page in your website, that could produce bugs which are hard to reproduce.

The website has a huge number of daily visitors but only just a small fraction of them visit and use the payments page. Since one of the constraints in our plans is the number of daily monitored sessions per account, you could save up a lot of money by just monitoring the payments page instead of every page in your website.

This can be achieved in two ways:

  1. Copy your website snippet only in the pages that should be monitored. This is hard to manage, because if you decide to monitor a different set of pages, you need to manually edit them.
  2. Use page targeting.

We’re going to discuss in more detail how page targeting works and what are the current limitations.