Customer reports that they are seeing an unexpected increase in traffic to their Help Center.
- Customer's Help Center is active.
- They are using Google Analytics to examine traffic.
- The traffic is being referred from some sketchy sources.
- In Reporting under the Knowledge Base or Community tab, they do not see a similar spike in traffic. (Optional)
Given the unusual volume and the fact that this traffic is not being logged in native reporting (which filters out suspicious traffic), it's likely that the traffic is not coming from real people, but rather from some sort of bot(s). The referral traffic will confirm this.
Here is an article from Google on how to look up referrers in Google Analytics and how to exclude them from their data.
Customers can filter the IP addresses in Google Analytics to exclude this information from their reports. And you can have them to share the IP addresses of the primary abusers and reach out to Security Ops at Zendesk so they can restrict traffic from them.
Here is another good resource for learning more about eliminating this type of traffic from Google Analytics.