Reviewing session videos is a useful practice when diagnosing an issue. However, a high-impact issue could be associated with many sessions, not all of which showcase visual evidence of the error's occurrence.
Pinning a session is a way to clearly signal a link between the issue and its impact to a user. It ensures this session will be saved indefinitely, and makes it easy to share with teammates for further investigation.
Pinning Sessions for future reference
High-impact issues could be associated to multiple sessions, not all of which will include events that show the error occurring. We suggest watching 5-10 videos and pinning events with indicators of negative user impact, such as a broken element on the page, or the site failing to respond following a click.
Click the Pin icon in the session timeline. You will be prompted to choose an issue to associate the session to, and optionally describe why this session looks important before pinning the session. Click Pin It to pin the session.
Reviewing Pinned Sessions
Pinning a session saves the video to the Pinned Sessions tab of an Issue, which makes it easier to find later.
If your online store is built on a third-party eCommerce platform like Shopify, you can generate a link to Share an Issue with the provider's support team so they can investigate the issue themselves. Through the link, the provider's support team can only view pinned sessions, so be sure to pin any relevant sessions before sharing the link.