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Wayfarer Help Chat System loses history after refreshing tab/window or signing out of wayfarer.
ClassicBoonie-PGO
Posts: 112 ✭✭
When I review, I use my phone. Google Chrome to be specific. iOS latest version. iPhone 13. I also sometimes use an iPad with latest software or on a PC using opera. Same issue.
I put in a ticket and never get a response but also when I go back to it, it’s a fresh conversation with Remy showing no history. We are not emailed when we get a reply either so it seems we’re ghosting Niantic.
This is similar in GO. In-game support inquiries does not follow your account. If I open a ticket on my phone but am playing on my iPad for whatever reason, I will not see the ticket I sent from my phone. I will not see ticket history. If Niantic replies, it will not come to where I was last active. It goes back to the device I sent it from.
But for wayfarer, it treats a tab or window as if it’s a new device. If you close it, you lose the ticket. I’ve had 2 tickets I’ve received replies to. No clue the results of the others. Don’t even remember what they were about.
This is an issue with whatever program you’re using for the method of support. For those of us who share devices with kids, we may not always get back to our reply. Or say someone has a sign in issue and borrows a friend’s phone, that reply will go to the wrong phone but never to the main one.
Somehow, we need to have these tickets tied to our accounts. If I was signed in on the same account across 12 devices, I should expect to see all 12 getting the same reply.
Think of it as texts on iOS devices that share the same Apple ID. They all see what was sent and received until one signs out of that ID.
Comments
Have you got cookies enabled for the helpshift site that Niantic uses?
Yes I do. But you can’t enable them for in-game support. And even if that were the cause, it doesn’t explain why the issue is mirrored in in-game support. Does ingress use the same? Bloom does.
Hello @ClassicBoonie-PGO, I sent you a DM to get some more details for the investigation.
I am having the same problem 😔
The chat history is stored locally in your browser. If you delete the stored data/cache it's gone. If your browser regularly deletes your browser data it's gone. I know there's an option on Edge for that, it will delete the browser data every time you close the browser. Same thing when using Incognito mode
I am still having issues with this. I’m using my iPad and when it refreshes, even if the app wasn’t minimized, I lose the ticket history and can’t go back to it. I don’t even know if the first ticket was replied to. Does Niantic follow up with emails or no? It asks for my email, and my account(s) are or should all be connected to my GO account. @NianticTintino sent me a DM about it but only asked one question then was gone. In app support is useless as they tell us to come to the help option and then I can’t keep that going. Do i have to keep the page open indefinitely? Is there a way to view ticket history?
Wayfarer Support is assigned to the active session in the browser, not the user. Reporting anything in incognito mode and closing the browser makes the report disappear.
Yes. But browsers that refresh automatically lose that history. They request our email but do not reply to it so we can see the reply to know if the issue is or was addressed.
Look at it from Niantic's view. It's a great way to keep down the number of complaints!
I still have the chat history from two weeks ago and I logged out multiple times in this period. For the affected, try to find out if you have any cookie blockers active for Wayfarer / https://webchat.helpshift.com and unblock them for these services