Note: This article describes the process of adding Google Analytics to your Web Portal. If you have Help Center (released on August 21, 2013), please see the following articles:
Setting up Google Analytics with your Help Center
Google Analytics and Help Center - Part 1: Asking the right questions (Guide for creating events to track specific actions in Help Center)
Google Analytics is one of the most useful tools available for those in the customer service industry. What makes it even more amazing is that it is totally free! With Google Analytics, you can simultaneously increase the amount of data that you are able to capture, while also tracking where your customers are coming from and going to. You can even track what they are clicking on! Of course, this naturally means that Google Analytics and Zendesk are a match made in metrics heaven.
To get started with Google Analytics for Zendesk, sign in to Google Analytics, or create a new account by going to http://www.google.com/analytics/ and selecting "Create an account".
Once you're logged in, start the setup for tracking for your Zendesk by clicking 'Admin' in the top right, and then 'New Account' from the left-side of the new page.
Next, chose an account name, and then enter your Zendesk URL under Website's URL. You'll probably also want to choose your time zone and industry, then go ahead and accept the terms and conditions.
Note: The data sharing settings are absolutely optional, although the With other Google products only option can greatly enhance your metrics experience if you have additional Google services (e.g., AdWords).
When configured as desired, click Create Account.
Now, on the next screen, copy the UA code displayed near the top under Tracking ID. This is the last step you'll need to take within Google Analytics!
Now it is time to jump back into your Zendesk. Once there, if you are in Classic, navigate to Settings > Extensions > Widgets > Add Widget; if you're using Zendesk Lotus, select the Manage icon () from the sidebar, then select Extensions > Widgets > Add Widget.
Next, select 'Google Analytics'.
Now, paste your tracking/UA code in the Web Property ID section of the widget edit screen.
Note: If you use host mapping, please follow the link under GA tracker domain to see if you need to update this field or leave it as none, and follow the steps accordingly, otherwise leave that setting as 'none'.
Now, just save the widget by clicking Create widget and you should be all set!
Important! It can take up to 72 hours for data to start syncing properly. You can safely ignore the setting in your Google Analytics account that claims tracking is not installed. This setting will properly update (automatically) once data has started synching.
So, now that you have Google Analytics set up, you are probably wondering what you can do with it. With the Zendesk + Google Analytics widget installed, not only can you now determine whether your page views are from new or returning users, but you can also track mobile site visits, how many interactions your customers had with your site, and which browser/operating systems are being used to access your site. You can even determine which languages your visitors speak, how engaged they are with your site, and which pages they visited (and in what order they did so). This complements the forum and search analytics features in Zendesk and can help you to increase ticket deflection by promoting the articles that your customers visit most often.
Google Analytics provides a stunning amount of traffic data that you can subsequently use to better serve your customers.
Additionally, you can learn much more about the getting the most out of Google Analytics at the following links: