While Noibu’s primary audience is developers, it can double as a diagnostic tool for customer support teams, and Help Code makes that process much easier. If a shopper calls in with an issue, the customer support rep should prompt the shopper to retrieve a code that identifies their session, and pass this code along to a developer or Noibu user. The developer can then use this code to filter the Session Search index in Noibu to find the shopper's session and diagnose the problem.

Retrieving the Help Code

The help code method is most effective if a shopper reports the issue as it’s happening. Noibu resets the session recording after 31 minutes of inactivity on a website, or after the passage of one day. This means that if a shopper generates a code the day after they experience the error, the code will point to a new session that may not capture the issue.

A customer support rep should follow the process below if a shoppers calls in to report a live issue in the checkout.

1. Instruct the shopper to enter #helpcode at the end of the URL on which they're experiencing the error.
   
   
   
   
2. Instruct the shopper to hit Enter. The shopper will see a modal that lists a unique help code that identifies their session.
   
   
   
   
3. Record the shopper's help code in a support ticket along with the details of their issue.

Filtering by Help Code

Once the help code is recorded in a support ticket, a developer can use Noibu to pull up the shopper's session and investigate the problem. Please note that it takes a few hours for a session recording to appear in the Noibu console.

1. Open the Session Search.
   
   
   
   
2. Expand the menu of filters, and select Help Code.
   
   
   
   
3. Enter the shopper's help code to pull up their session. You can also filter by multiple help codes by entering a series of codes separated by commas.

Learn more about the Session Search.