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. When an end user submits their first Issue in Helpshift (either via the app or the web), the name and email address that they provided are captured by the SDK and stored in your Helpshift Dashboard. The User ID is then generated in the SDK.
Please note the following regarding Issue behavior in Helpshift:
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 will not see that Issue or an Agent response to that Issue on the other device (the iPhone). This is because conversations are isolated to the device that first submitted the Issue, as problems may be device-specific.
Same User Does Not Have Issues Connected In The ‘Other Issues’ Tab
If a user writes in via two different User IDs, their Issues will not be linked in the ‘Other Issues’ area. This can happen if a user writes in once via email (where the User ID generated is linked to their email address) and a second time via the SDK (where the User ID generated is linked to their device).
If the same user later reports an additional Issue via the app and at that time provides their email address, then the Issues associated with that email address will be successfully linked. In this case, you will see a different set of ‘Other Issues’ listed for the most recent Issue than for the previous 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?