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 or session highlight 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 Session Highlights from the Issue Table
The 'peek' view for issues allows you to quickly skim Session Highlights associated with an issue. Within this panel, you can click the Pin icon to pin any session highlight for future reference.
Pinning Session Highlights from the Issue Details Page
From the Issue Details page, open the Session Highlights tab. Select a session to view the session highlights.
Click through the session timeline and watch the customer's journey. Look for indicators of negative user impact, such as a broken element on the page, or the site failing to respond following a click.
Upon finding a session with clear evidence of user impact, click the Pin icon.
[session-pin-video]
You will be prompted to 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.
Sometimes it may be necessary to share an issue including session highlights with an external user; for example, escalating issues with third-party providers. In such cases, only pinned sessions will be visible to the external user, so be sure to pin any relevant session highlights before sharing the link.