Having identified which issues are worth investigating in further detail from the Issues Table in Noibu, the next step is to determine which issues need immediate attention, and which can be deprioritized. Effective triage is essential for ensuring that your team focuses on the most impactful problems.
Examining Issues for Triage
When you click on any row in the Issues table, a detailed panel provides you with the essential information needed to assess the issue. This panel includes insights into the nature of the problem and its frequency of occurrence.
With this added context, you can review the selection of Session Highlights at the bottom of this panel to search for evidence of its impact on customers.
Pinning Session Highlights
Pinning a Session Highlight establishes a clear link between the issue and its impact on users. It ensures the session is saved indefinitely, making it easy to share with teammates for further action.
Pin a Session Highlight when you see a strong signal that a user's session was impacted by the issue. This may present in the session playback as:
- Failed interactions: user attempts to interact with elements that don't respond
- UX breakdowns: user is presented with an unexpected error on screen, or page elements fail to load
- Loading problems: stalled loading spinner, progress bar, or other indicator suggests a page failed to load correctly
- Other obvious problems during the user’s session
Depending on your team's workflows, this may also be a good time to Pin the Issue and assign it to another teammate for further investigation, prioritization, or resolution.
Reviewing Session Details
There may be cases where a Session Highlight doesn't provide sufficient context on the user's experience on its own, but the description of the problem suggest it needs further review. For example, a page may become unresponsive following a user's interaction, but it may not be immediately apparent to the user that this has occurred.
Clicking Session Details allows you to review the full session for added context on how this issue impacted a user.
Reviewing Issue Details
If more information is needed to help you understand the issue's impact, click the Issue Details button to explore further. This page offers a clear breakdown of the problem, its potential cause, and its impact to users.
Additional information on this page helps you quickly grasp the potential scope and severity of the issue, enabling you to make informed decisions about next steps.
Review the following details for indication that the issue may severely affect your users or your business:
- Funnel impact, showing how the issue affects conversion rates
- Occurrence trends over time
- Top session symptoms that signal user frustration
- Most frequently affected URLs
- Recurring insights that highlight patterns or common factors
After thoroughly investigating an issue, decide on next steps, which may entail pinning the issue to be prioritized or de-prioritizing it.
Pinning an Issue for Action
Pin an issue when it may have significant business impact and/or significant user impact if it goes unresolved. Pinning the issue surfaces it in the Pinned Issues tab. This helps makes it easy for teammates to find, prioritize, and track progress against this issue.
Depending on your team's workflows, you may wish to set an assignee and priority for the issue at this time. Learn more about Prioritization.