Time Filter in Smart Views: Use Time to Segment Issues

Smart Views are one of the most used features on the Helpshift Dashboard. Grouping similar Issues makes your team operate more efficiently. Today, we are very excited to give you a much requested feature to your Smart Views, Date and Time Filter.

Remember those two days last week where users were experiencing a bug during their checkout process? Your team was probably flooded with new Issues from your users about it. Now that you’ve fixed it, how can you easily find those users’ Issues and make sure that they know the bug has been fixed?

Use the new Date and Time Filter to create a Smart View and find all of those users who were affected.

Here are three types of situations that can benefit from using this new feature:

Gaming App’s End of Year Content Update has a Bug on Level 10

Your mobile game shipped a Content Update on Nov 1, but soon after you see hundreds of players on Android writing in about a crash on Level 10. Your Player Experience Team tags these Issues with “bug” and quickly escalates the problem to the Dev Team. The process you have in place has your Agents tag any crash Issue with “bug.” This crash is so bad that you might have even created a New Issue Automation on Nov 3, that looks for Android + text of “crash” or “level 10” and adds a “bug” tag.

After your Dev Team investigates and finds the solution, you are able to ship an update to the Google Play Store on Nov 15.

Before, there was no quick and easy way to notify these players that the problem has been fixed in a game update. Now you can create the following Shared Smart View with values:

Platform: Android
Has at least one of these tags: bug
Created after: 10-31-2015

You’ll now have a Shared Smart View that contains all of the “bug” Issues that were created at the time of the app update. Relay the total count to your Dev Team, and you can update your players about the fix and maybe throw in some free currency.

Shopping App Wants to See How Many New Users had Problems During a 3 Hour Sale

Your limited 3 hour sale last Thursday was so popular that you experienced some downtime and limited connectivity for your users. Since you had done a big marketing campaign to get new users to this sale, you want to see how many new users were affected by the outage. You ran the sale from Nov 11 at 8:30AM PDT until 11:30AM PDT.

The next day, Nov 12, you want to see the impact of the outage was on your new users. In a matter of seconds, you can create the following Shared Smart View to find out:

Has at least one of these tags: new user
Created after: 11-11-2015 08:28
Created before: 11-11-2015 11:32

Now you can view these new users who wrote in during the outage and take appropriate action.

Payments App Needs to Identify the Amount of Withdrawing Errors in October 2015

Your Payment App has excellent customer experience and even uses Helpshift’s new Guided Issue Filing (link to blog post). Your Customer Experience team wants to see how many types of Issues in October were related to withdrawing.

Because you have the Guided Issue Filing, any Issues related to withdrawing are automatically tagged with “withdraw.” Now all you need to do is create a Shared Smart View with the following values:

Has at least one of these tags: withdraw
Created after: 09-30-2015
Created before: 11-01-2015

Now you get a view of how many withdraw problems you had. You can respond to these users or even use the Follow-up feature to re engage them and ask how their experience was.

How do I set up the Time Filter in Smart Views?

You can use the Time Filter to find Issues before and after a certain date and time as well as Issues in between two date and time values. In order to get started, you’ll want to create a Shared Smart View and you’ll now see dropdowns for Created after and Created before:

You’ll now have a date and time selector. The date is required and you have the option of modifying the time (hr:min) if you want to narrow it down at the hour level.

NOTE: Please use 24hr time format (use 1400 instead of 2pm). Even though all Issue timestamps are created based off of UTC time, the Smart View will automatically show Issues that are based off of your login’s Time Zone settings. Therefore, if your user base covers multiple time zones, you’ll want to extend your date & time values when doing a filter.

If you are doing in between date ranges, make sure that your Created before date is not greater than your Created after date or you will get an error message.

What’s Next?

We’d love to hear how your team will use this feature! The Success Team is fortunate to work with so many great and diverse Customer Experience teams that we get to see how Helpshift features are used. Email us at [email protected] with any use cases or questions!

Thank you,
Success Team