Google Analytics and Help Center - Part 1: Asking the right questions Follow



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    Stas Hagemans (Edited )

    *** Nevermind forgot to create some filters on my side ;( ***

    Guys, i wasn't able to find it so my question is this. Is there a way to force zendesk to provide full URL's in google analytics hits?

    Why? We segment our traffic based on views, not properties (with a unique UA-code) because it allows for much better tracking of subdomain and overall traffic patterns from different parts of the site.

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    Jessie Schutz

    Hey Stas! Just to clarify, does that note at the top of your comment mean you were able to get this sorted out on your own?

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    Stas Hagemans

    @Jessie, yup it does.

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    Jessie Schutz

    Fabulous. :) Let me know if you need anything else!

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    Pankaj Jha (Edited )

    I am trying to look into Google analytics "in page" information, get following errror,
    "Access denied. Please try relaunching In-Page Analytics from the report.[Error: 20006]"

    any clue how to solve it?

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    Dwight Bussman

    HeyO Pankaj,

    This sounds like a very specific issue - I'm creating a support ticket to help handle this request request and follow up with some questions.

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    Pankaj Jha

    Thanks for your attention Dwight!!

    Today it's working! :)

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    Simon Los

    Hello, Friends. 

    General question - I can't find this answer anywhere. We have a lot (hundreds) of agents working in our support operation, and they frequently use the documention.

    When it comes to reporting, would the Zendesk Helpcenter distinguish between end users/visitors, and agents? Else, at the minimum, would it exclude agents from reports?


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    Nick Haines

    Hey Simon, 

    It's not possible to differentiate between Agent/ End-user sessions using the native Help Center reporting, however one of our Help Center gurus suggested a good alternative. 

    If you'd like to use Google Analytics to report on only your end--user activity, you can use the helpcenter.user.role value to conditionally run some JS based on the Role that's returned. You can then wrap the Google Analytics snippet inside the conditional code so that it only runs for non-agents. 

    We have a couple examples of how to conditionally execute JS based on the HelpCenter.user.role that might be helpful for you:

    I hope this helps! 


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    Matt Galvin

    Does anyone know how to find "total unique requesters in tickets"? This isn't explained in the article. 

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    Hey Matt,

    You can use Insights to build a metric that counts unique Users, then slice that by Ticket Created Date.

    Hope that helps!

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    Holly Beaty

    Is % New Sessions fed by IP address?

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    Jessie Schutz

    Hey Virginia!

    I was actually curious about this myself, and my go-to guy for GA questions is on vacation, so I decided to do some digging around online. I found a really informative thread on Quora that answers the question! You can find it here.

    The general consensus there is that it's mostly cookies, but can also be IP address or some other facts, depending on the device the user is using and what your settings are. I had no idea that cookies had anything to do with it, so I learned something today, too!

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