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

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41 Comments

  • Brett - Community Manager
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    I agree Lauren :)

    I'll pass this information along to our documentation team.

    Cheers!

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  • Lauren He
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    I see that in-page analytics is working for the help center site itself. Does the in-page click analysis appear in GA as a separate column? I'm not seeing an In-page tab on the upper side of the dashboard when clicking through Behavior > Site Content > All Pages.

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  • Thomas Crowley
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    Hello,

    How are people dealing with providing users the ability to opt out of being tracked? I've seen a couple of ideas floated on the internet, but none Zendesk-specific. Are there any handy plugins or anything? 

    Cheers,

    Tom

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  • Brett - Community Manager
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    Hey Thomas,

    There may be a way to opt out certain ip addresses if a user prefers not to be tracked. I was able to track down these external articles that may help:

    My knowledge regarding Google Analytics is rather limited but I hope the above helps!

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  • Nicky Lilja
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    Hi everyone. Is the feature of in-page analytics still active and working properly for everyone? 

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  • Brett - Community Manager
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    Hi Nicky,

    What issues are you experiencing with in-page analytics? Have you gone through the setup process again to see if that resolves the issue for you?

    Let me know!

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  • Nicky Lilja
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    Hi Brett, 

    My marketing team thought is was not active. So that is why I asked.  

    But I downloaded the chrome extension now and will try it out. However, came across another question. 

    We have merged our website Property and Help Center. So that we dont miss out on referral statistics etc. This means that when I select the Property it is our website, but our help center domain is included in that Property. 

    So when activating it will I then activate in-page analytics on our company website as well? and can this be a problem? 

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  • Dan Kondzela
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    Hi Nicky,

    It may be that the Google Support team themselves are better equipped to answer this question but if you have multiple values selected on the Property column to track, then I believe the activity of all selected pages will be reflected there.

    If you want to track just the activity on your own page then you will need to have just the help center URL.

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  • Ted Choper
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    I'm getting a very unexpected result for Self Service Score, and want to make sure I'm not making a mistake somewhere.

    Dividing users of help center / number of unique requesters in tickets = 13.8 which would be an incredibly high Self Service Score - I'm certain we are not having that much deflection success. What could I be doing wrong? 

    Thanks!

    Ted

     

    ---

    Here's how I set it up:

    Google Analytics indicates that there are a certain number of users of the Help Center for Q2. I've confirmed that GA is only looking at our help center subdomain (the Zendesk/GA tracking code is unique to that domain).

    I created a report in Zendesk to show the total unique requesters in tickets for Q2 using this Metric:

    In the 'How' section of the report, I'm using Quarter / Year (Ticket Created)

    Please let me know 

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  • Gentry Geissler
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    Hi Ted,

    Thanks for writing in! You should be able to use our standard # Users metric to use in the calculation. Can you try using that to see if the score comes out more believable?

    I hope that helps!

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  • Reshma Patel
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    How can I track unique views per category...per section...and per article.  Is there a way I can group the results to see the articles view for any one section & category.  For example.  If my help center category is Microsoft, sections are Outlook, Skype, PowerPoint, and then have articles under each of those, How can I track  (1) how many views any section or articles under Microsoft had (2) How many and what articles were viewed under outlook (3) How many and what articles were viewed under skype?

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