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

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41 Comments

  • Stas Hagemans
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    *** 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
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    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
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    @Jessie, yup it does.

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

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  • Pankaj Jha
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    Hi
    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
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    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
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    Thanks for your attention Dwight!!

    Today it's working! :)

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  • Simon Los
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    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
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    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:

    https://support.zendesk.com/hc/en-us/community/posts/205562588-Automatically-redirect-end-users-to-My-Activities-after-log-in
    https://support.zendesk.com/hc/en-us/articles/203661316-Hide-or-show-HTML-based-on-user-s-role-or-group

    I hope this helps! 

     

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

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  • Holly
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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
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    Is % New Sessions fed by IP address?

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  • Jessie Schutz
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    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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  • Antonio King
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    Quick question about the self service score. Looking at a range of Jan 1 2017 to Jul 22 of 2017, we had 14,414 users visit the help center. In that same range, we had 2,947 tickets created. Going by the math above, that means our self service score is a 4.8?


    Out of 4 customers that look at self service, 8 of them submit tickets? o.O Am I doing this incorrectly or we're more screwed than I realized... lol

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  • Nicole - Community Manager
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    Hey Antonio - 

    Your math is right, it's just how you're interpreting it that's off. A self service score of 4.8 means that for every 4.8 (or you can round up to 5) users that come to your site, only one submits a ticket. That's a pretty good rate! 

    I can totally see how the language in the article is confusing in that way. Maybe I'll suggest that gets changed... 

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  • Mary Paez
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    Question on the following:

    "You can also drill down in the % New Sessions metric by Help Center categories, sections, articles, or questions. Use the information to map the content that's used by first-time users and returning ones."

     

    Where can I find the help center categories, sections, etc. in Google Analytics?

     
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  • Nicole - Community Manager
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    Hey Mary, 

    Sorry to leave you hanging - Google Analytics has changed some since this article was published, but I've been trying to figure this one out for you. 

    I know that if you go into Behavior > Content Drilldown, you can start to get into the categories, sections, articles, and questions. But it doesn't seem like it shows new vs. returning users at that level. So, you can get some useful data there, but not specific to that metric. I'm going to keep digging, and I'll let you know what I find. 

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  • Nicole - Community Manager
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    Hey Mary - update for you. 

    As I was saying yesterday, in Google Analytics, go to Behavior > Content Drilldown. In the upper left-hand corner, you'll see a dropdown, which defaults to "Secondary dimension." Under that drop-down, scroll down to "users" and then "user type." 

    This will then give you a list of your content, sorted by new and returning users, and then the pageviews and unique pageviews for each.

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  • mkye86
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    I have a question on the self service score.

    Is there a hard rule on range of time in order to make this an effective measurement? Is looking at it MoM accurate or should I be looking at this daily.

    Also how effective is it if I’m only looking at unique users and measuring against how many tickets those unique users submitted? In other words not counting requesters that didn’t use help in the equation. I hope that all makes sense.

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  • Mary Paez
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    Thank you, Nicole.  I was able to see the breakdown of Section and Category accesses.  This helps alot.

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  • Nicole - Community Manager
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    You're welcome, Mary. So glad to hear it helped. 

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  • Nicole - Community Manager
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    @mkye86 - Can you clarify your question? Are you looking at something in Google Analytics, or are you asking about something in Insights, CSAT or NPS? 

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  • Michelle Boehm
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    Hi! I'm interested in improving our site navigation, but I'm having trouble finding the "In-Page" tab mentioned in step 2. Can someone point me to where this might be located?

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  • Jessie Schutz
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    Hi Michelle! Welcome to the Community!

    Can you show me a screenshot of what you're looking at? It's hard for me to know what's happening without a little more context.

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  • Eentzana
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    Following Antonio King's question. 

     

    I did the math.

    We had 113 users visit the help center in february. In that same range, we had 142 tickets created. (113/142)

    that means our self service score is a 0.795??

    Besides, i seeing that we are talking about visits and not users...

     

    In the other hand, the formula says Self-service score = Total users of your help center(s) / Total users in tickets

    I have only 54 users (since the activation of the helpcenter) and 142 tickers created by customers in march. That means i had a self-service score of 0.38??

     

    Which one is the good one? How should i interpret that? 

     

     

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  • Mary Paez
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    I have a question about that GA data. How do you know how many of those 133 users found the KB articles helpful (solved an issue), which articles helped the most? did the user actually read the article?  This seems like tough information to capture through any tool.

    How would you capture this?

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  • Nicole - Community Manager
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    Hi Mary,

    That's not something you will find in Google Analytics. You would determine how many users have found an article helpful by looking at the "was this article helpful" votes on a given article in your Help Center.

    As far as whether users actually read the article, you will want to look at the amount of time users are spending on the page. If it's a few minutes, most of them are probably reading the article. If it's a few seconds, they probably aren't. But there's no way to know if users actually read it other than to ask them if they did.

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  • Lauren He
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    Is In-Page Analytics still relevant now that the Page Analytics chrome extension is deprecated?

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  • Brett - Community Manager
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    Hi Lauren,

    You should be able to use Page Analytics extension that I've attached for you. Looks like there may have been a newer version pushed out by Google.

    Hope this helps!

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  • Lauren He
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    Thanks Brett! Ah it's a new version? They should maybe take this line out of the Overview hehe:

    This product has been deprecated and will no longer receive updates.
    

     

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