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Set the ground

Getting a new ticket From user X

From: "[email protected]"
Description: "Hi, I just tried to navigate to your project on my dashboard. 
and nothing happened. Please help."

Open a new investigation

including all the data we got from the ticket description:

Email

Use the sender's email, in our case

"[email protected]"

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Page navigation

if the problem is on a specific page we can add it using the History URL.

<https://Console.dataloop.ai/project/{Project_Id}>

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Error focus

We can narrow it down by including the type of Error

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Look at the entries based on date and time

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If you found the problematic session

If you found the problematic session, use the data to create an investigation based on the data, to learn how big this problem is and if other users experienced the same.

in our example, it might be the “Error set track event”. Let’s follow on Create new investigation. and create it on the parameters we think cause the problem for ex:

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In this case, we can see very fast that the only one who experienced this issue is “ohad” but if we add more than that we will use Record AI to find the similarities between the entrees to get a fast understanding of the root cause of the issues.

If you don't find the problem

In case you can't find a session that can provide clarity on the issue, we will send the user a record request to record is issued. In order for us to understand better what his experiencing

Hi {{first_name}}, 

Thank you for submitting your issue, I looked over your sessions, and data and couldn't find any lead that identifies the cause of the problem, 
I will kindly thank you if you can share a quick recording with me describing your issue. it will help me to investigate your issue further and also
make sure this issue doesn't affect other users. to start your recording click {here/enter here the record request link}

Thank you,
{Agent name}

Or using Zendesk or Intercom integration to send it directly from the ticket.

Request a Record

After the user will create the ticket we will see a new message on the ticket window or a new entry in the dashboard.

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Now look at the entree and flow previous steps of creating the broad investigation based on the things you discover.

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If you need more information or help with the implementation - please don't hesitate to reach us at [email protected]. We will be happy to help

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