When reviewing an Issue, you’ll notice the ‘Other Issues’ tab listed in the top right section of the Issue details page. When you click on it, a list of previous Issues submitted by the same user will appear.
Issues are linked together in the ‘Other Issues’ tab via the User ID or user email. When an end user submits their first Issue in Helpshift (either via the app or the web), the name and email address that they provide during that outreach are captured by the SDK and stored in your Helpshift Dashboard. The User ID is then associated with those identifiers.
Please note the following regarding Issue behavior in Helpshift:
The Same User Is Logged In On Multiple Devices
If one user is logged into your app on multiple different devices (for example, an iPad and an iPhone), and they submit a new, open Issue to your support team via one device (the iPad), they can only see that Issue on a different device (the iPhone) if they login to their account on that device.
If your SDK is not set up to capture the User ID and/or email address to associate with the user, or if the user is not logged in, then they will not see that Issue on the other device (the iPhone).
The Same User Does Not Have Issues Connected In The ‘Other Issues’ Tab
If a user writes in via email or your Web Support Portal using an email address that is not associated with their User ID, then this new Issue will not be linked in the ‘Other Issues’ area to their in-app Issues.
For specifics on how Helpshift tracks new replies to email Issues, see What Happens If A User Sends Multiple Emails To The Support Alias?
To learn about how reinstallation can impact conversations, see Do Conversations Persist If The End User Uninstalls And Reinstalls My App?
For information on managing cases where multiple users are logging in from the same device, see How Do I Manage Issues Coming From Multiple Different Users On The Same Device?