Google Analytics and your help center - Part 1: Asking the right questions

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43 Comments

  • Matt Galvin

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

    2
  • 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:

    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! 

     

    2
  • Jessie Schutz
    Zendesk team member

    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!

    1
  • Antonio King

    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

    1
  • Dan Kondzela
    Zendesk Customer Advocate

    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.

    1
  • Nicole Saunders
    Zendesk Community Team

    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... 

    1
  • 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?

     

    1
  • Stas Hagemans

    @Jessie, yup it does.

    0
  • Mary Paez

    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?

     
    0
  • Lauren He

    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.
    

     

    0
  • Lauren He

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

    0
  • Nicky Lilja

    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? 

    0
  • Eentzana

    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? 

     

     

    0
  • Michelle Boehm

    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?

    0
  • Jessie Schutz
    Zendesk team member

    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.

    0
  • Brett Bowser
    Zendesk Community Team

    I agree Lauren :)

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

    Cheers!

    0
  • Mary Paez

    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?

    0
  • Lauren He

    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.

    0
  • Julie Foster

    In the document you refer to Zendesk Benchmark Report Do you have a more recent version?  The one attached to this document is 2013.

    Many Thanks

    0
  • Nicole Saunders
    Zendesk Community Team

    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. 

    0
  • Nicky Lilja

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

    0
  • Nicole Saunders
    Zendesk Community Team

    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.

    0
  • Stas Hagemans

    *** 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.

    0
  • Dwight Bussman
    Zendesk team member

    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.

    0
  • Pankaj Jha

    Thanks for your attention Dwight!!

    Today it's working! :)

    0
  • Brett Bowser
    Zendesk Community Team

    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!

    0
  • Thomas Crowley

    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

    0
  • Mary Paez

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

    0
  • Brett Bowser
    Zendesk Community Team

    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!

    0
  • Brett Bowser
    Zendesk Community Team

    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!

    0

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