Noibu's purpose is to alert you to errors that often go unreported by clients and unnoticed by your internal team, leading to revenue loss over time. However, a proactive client may call in when experiencing an issue, and by examining their session through Noibu, you can get a head start on diagnosing the problem.
[issue-sessions-overview]
The easiest way to find a specific session is to ask the shopper to generate a Help Code. This gives your developers a numerical code to quickly retrieve the problematic session. However, this method only works if a shopper reports an issue the same day they experience it.
When hunting for a specific session without the aid of a help code, open the Session Search, and apply filters to find the user's session. The best filters to apply are:
- IP Address. This is by far the easiest way to zero in on a specific session. Some customer relationship management (CRM) platforms like Zendesk collect the client's IP address with every support ticket. If your CRM does not do this automatically, ask the client to provide their IP address.
- Date and Time. If the client can give you the approximate time they experienced the error, you can filter the list of sessions to show only those captured within the timeframe.
- Operating System and Browser. If the Date and Time filters still yield too many results, filter the list further by the client's OS and browser details.
Learn more about How to Find User Impacting Session Videos.